Returns, claims and warranty for business buyers
What happens if cubes arrive faulty, short, damaged or simply unwanted — and what the EU rules actually say about B2B orders. Plain terms, 30 days, no return shipping for defects.
Who this policy is for
These rules apply to business buyers — companies, sole traders, schools, municipalities and clubs — buying for resale or for their own use. The 14-day distance-selling withdrawal right in Directive 2011/83/EU is a consumer right and does not apply to B2B orders, so what follows is our own commercial policy, which is deliberately more generous than the law requires on the point that actually matters to you: defective cubes.
Defective or damaged cubes — 30 days, no returns needed
Send a photo or a short video to [email protected] within 30 days of delivery, with your invoice number. We replace the cubes in your next parcel or issue a credit note, at your choice. You do not send anything back and you do not pay return shipping. Orders of 100 pieces or more also include 2% spare cubes free, so a single popped cube never costs you a sale.
Wrong quantity or wrong item
Tell us within 7 working days of delivery. We ship the missing goods at our cost, or collect the wrong goods with our own courier and refund or credit them in full. Please keep the original cartons until the matter is closed.
Transport damage
If the outer carton arrives visibly damaged, note it on the carrier’s delivery document and photograph the parcel before opening. Report it to us within 3 working days — we handle the carrier claim ourselves and replace the goods; you are not asked to argue with DPD or Venipak.
Cancelling before dispatch
An order that has not yet been dispatched can be cancelled by email at no cost, and any prepayment is refunded in full within 14 days to the account it came from.
Returning goods you simply do not want
Unopened cartons in resaleable condition can be returned within 30 days of delivery by prior agreement. Return shipping is paid by the buyer and we credit the goods value in full; opened individual boxes, mixed or relabelled goods cannot be taken back. Ask us first — we agree the return in writing before you ship anything, so nothing arrives unannounced.
Warranty and conformity
We warrant that the cubes conform to the specification and to the CE / EN 71-1, EN 71-2, EN 71-3 and REACH documentation published on this site, and that they are free from manufacturing defects. Normal wear — loosened tension, scuffed plastic after months of use — is not a defect. Where you resell to consumers, their statutory two-year conformity rights are yours to honour towards them; our 30-day replacement and spare-cube policy exists so that honouring them costs you nothing.
Refunds
Credit notes are issued within 5 working days of agreement and settled within 14 days by bank transfer, or offset against your next order if you prefer.
Complaints and disputes
Write to [email protected]; a person answers within one working hour, Mon–Fri 9:00–18:00 EET. If a matter stays unresolved, it is governed by Latvian law with jurisdiction in the courts of Riga, Latvia. Nothing here limits liability for death, personal injury or anything else that cannot be limited by law.
Seller: SIA Smartskola, trading as Baltic Cubes · Reg. No. 40203623412 · VAT No. LV40203623412 · Krišjāņa Barona iela 88, Rīga, LV-1011, Latvia · [email protected] · +371 28 949 614.