Widerrufsrecht
Section A — Consumers: the 14-day right to withdraw
If you are a consumer, you may withdraw from your purchase within 14 days of the day you, or a person you nominate, take physical possession of the goods. Where an order is delivered in several parts, the period runs from receipt of the last part. You do not need to give a reason.
How to withdraw. Tell us before the 14 days expire — email contacts@rivensupply.com with your order number and a clear statement that you are withdrawing. You may use the model form at the end of this section, but you are not required to. We will confirm receipt in writing.
Returning the goods. Send the goods back within 14 days of telling us you are withdrawing. You pay the cost of returning them. We tell you this here, before you buy, as the law requires; because our products are heavy, return freight can be a meaningful amount, so please factor it in.
Your refund. We will refund everything you paid, including the standard delivery cost, using the same payment method you used, within 14 days of receiving the goods back or of you providing proof that you have sent them, whichever is earlier. No restocking fee, no handling charge and no deduction of any kind is applied to a consumer withdrawal.
Condition of the goods. You may handle the goods as you would in a shop, to establish their nature, characteristics and how they work. You are liable only for any reduction in their value caused by handling beyond that.
What cannot be withdrawn from. Goods made to your specification or clearly personalised — custom label sizes, custom slitting, pre-printed labels or bags. This exception does not apply to anything sold from our published catalogue.
Model withdrawal form
To: Riven Ventures, MB, Juodupio g. 33-7, LT-11330 Vilnius, Lithuania — contacts@rivensupply.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ______________ Order number: ______________ Name of consumer: ______________ Address of consumer: ______________ Signature (only if this form is sent on paper): ______________ Date: ______________
Section B — Business buyers: returns by agreement
Business buyers have no statutory right of withdrawal. We accept returns as a commercial courtesy on these terms:
- Within 30 days of delivery, by prior agreement. Contact contact@rivensupply.com with your order number before sending anything; goods returned without prior agreement are not accepted.
- Goods must be unused, undamaged, unopened and in their original packaging, in a condition that allows resale.
- You arrange and pay for return freight.
- A restocking fee of 15% of the goods value is deducted from the refund. This covers the outbound delivery already incurred — delivery is built into our prices rather than charged separately — and the handling of returned stock.
- Custom and special-order goods are not returnable.
Refunds are issued to the original payment method within 14 days of the goods reaching us and passing inspection.
Section C — Damaged, defective or incorrect goods
This section applies to every buyer, and for consumers it sits alongside, and does not replace, the statutory guarantee described below.
Check your delivery on arrival. If anything is damaged, missing or not what you ordered, email contacts@rivensupply.com with your order number and photographs. For visible transit damage, tell us within 7 days of delivery so that we can claim against the carrier.
What we do. Where the fault is ours or the goods arrived damaged, we replace them or refund you in full, at your choice where both are possible. We pay the return shipping, and no restocking fee applies — this is true for business buyers as well as consumers.
Statutory guarantee for consumers. Consumers have a two-year legal guarantee that goods conform to the contract, under Lithuanian law implementing Directive (EU) 2019/771. Within that period you may require repair or replacement and, where that is not possible or proportionate, a price reduction or a refund. This right is free of charge and exists independently of anything in this policy.
Business buyers should notify any defect that was not apparent on inspection within 14 days of discovering it, and in any event within 12 months of delivery.
Starting a return
Email contacts@rivensupply.com with your order number and what you would like to happen. We reply within one working day, Monday to Friday. We will send return instructions and the delivery address for the return; please do not send goods back before you have them.
Contact
Riven Ventures, MB · Juodupio g. 33-7, LT-11330 Vilnius, Lithuania contacts@rivensupply.com · +370 668 48222 · Company code 307560499 · VAT LT100019904318