Faults, guarantees & complaints

Legal conformity rights

For consumer goods supplied by GOLDNBEE SIA, you normally have two years from delivery to raise a claim concerning non-conformity. Any longer mandatory protection applicable to your purchase remains available. This is separate from a commercial warranty and from the 30-day unused-goods offer.

Contact the seller if equipment is faulty, does not match the description or does not perform as agreed. Applicable remedies may include repair or replacement, and price reduction or termination when the legal conditions are met. Necessary remedy costs are borne as required by law.

Normal wear or damage caused by proven misuse is different from a defect present at delivery. We do not automatically assume misuse because a product was installed or a problem appeared later; the applicable burden-of-proof rules are respected.

How to report a problem

Include your purchase reference or other proof of purchase, product model, a description of the fault and the remedy you seek. A serial number, photos and relevant error messages help where available. Never send account passwords, alarm codes or unredacted video of other people unless necessary and agreed securely.

Contact us before dismantling installed equipment so that we can agree safe inspection and return arrangements. This is practical guidance, not a condition that removes a statutory claim. Stop using equipment that appears unsafe and follow the manufacturer’s safety guidance.

Manufacturer warranties and Care

A manufacturer’s commercial warranty applies under its own stated scope, duration and procedure. We provide the applicable warranty details where offered; they do not replace the seller’s legal responsibilities.

Care 24 is a remote-support service. Paid Care options, where agreed, have a defined scope. Neither a Care purchase nor an active subscription is required to exercise statutory conformity rights.

Complaint handling

Send a written complaint through our contact form or using the Seller & contact details, with the relevant reference and your requested resolution. Under the Latvian consumer complaint process we normally provide a written, reasoned reply within 15 working days. If an objective reason requires more time, we explain it and state the revised period as the law permits.

If we cannot agree, you may contact Latvia’s Consumer Rights Protection Centre (PTAC) and the applicable out-of-court dispute body. For a cross-border EU purchase, the European Consumer Centre in your country can help. Your right to go to court remains unaffected.

The former EU Online Dispute Resolution platform closed in July 2025 and is not a current complaint channel.