Refund policy
RIGHT OF WITHDRAWAL & REFUND POLICY
(Goaltown.io)
Last updated: 26.02.2026
1. Right of Withdrawal
1.1. In accordance with the Consumer Rights Protection Law of the Republic of Latvia and Directive 2011/83/EU, a Consumer has the right to withdraw from a distance contract within 14 calendar days from the day the goods are received, unless statutory exceptions apply.
1.2. To exercise the right of withdrawal, the Consumer must send an explicit statement to:
1.3. To meet the withdrawal deadline, it is sufficient that the notice is sent before the 14-day period expires.
1.4. The withdrawal period expires 14 calendar days after the Consumer, or a third party other than the carrier, acquires physical possession of the goods.
1.5. After receiving the withdrawal notice, Goaltown will provide return instructions and the return address.
2. Refund Procedure
2.1. If the right of withdrawal applies, Goaltown shall refund payments received for the returned goods no later than 14 calendar days from receipt of the returned product.
2.2. Delivery costs and return shipping costs are not refundable unless required by law.
2.3. Refunds are processed using the same payment method used for the original transaction, unless otherwise agreed.
2.4. The Consumer must return the goods without undue delay and no later than 14 days after notifying the withdrawal.
3. Return Conditions
3.1. The Consumer is responsible for proper packaging of returned goods.
3.2. The product must be placed inside appropriate transport packaging to prevent damage.
3.3. The Consumer bears the risk of damage during return shipping unless otherwise required by law.
3.4. The Seller may withhold refund until the goods are received or proof of return is provided.
4. Exceptions to the Right of Withdrawal
Pursuant to Paragraph 22 of Cabinet Regulation No. 255 (20 May 2014) and Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods:
• Manufactured according to the Consumer’s specifications
• Clearly personalized
Goaltown hoodies that contain:
• Unique QR codes
• Social media usernames
• Internal identification codes
• Serial or collection numbers
• Any other individualized element
are considered personalized products and are therefore exempt from the right of withdrawal.
5. Made-to-Order & Custom Products
All Goaltown QR hoodies are produced on demand.
Once production has commenced following personalization confirmation, cancellation and withdrawal are no longer possible, except where:
• The product is defective
• The product does not correspond to the order
6. Defective or Non-Conforming Goods
6.1. The Consumer has the right to submit claims regarding non-conforming goods within 24 months from delivery.
6.2. If a defect is discovered within 6 months of delivery, it is presumed to have existed at the time of delivery unless proven otherwise.
6.3. In the event of confirmed non-conformity, the Consumer may request:
• Repair
• Replacement
• Price reduction
• Contract termination and refund (if repair or replacement is not possible)
7. Affiliate-Specific Provision
Refund of a hoodie purchased under the Affiliate Program is subject exclusively to the conditions outlined in the Affiliate Terms (10 verified sales requirement).
This incentive is separate from statutory consumer withdrawal rights.
8. Dispute Resolution
Disputes shall first be resolved through mutual negotiations.
If unresolved, the Consumer may contact:
• The Consumer Rights Protection Centre of Latvia
• The EU Online Dispute Resolution platform:
https://webgate.ec.europa.eu/odr/
• The courts of the Republic of Latvia
9. Legal Clarifications
The right of withdrawal applies only to Consumers (natural persons acting outside professional activity).
The right of withdrawal does not apply to legal entities.
Damage caused by natural wear, improper use, or external environmental factors is not subject to compensation.