Return Policy
1. General terms
This return policy sets out the procedure by which the Buyer may exercise the right of withdrawal and return goods purchased in the HeyTruu online store.
Seller: SIA VR Commerce
Reg. No.: 40203725151
Email: [email protected]
2. Right of withdrawal
In accordance with the laws and regulations of the Republic of Latvia and the regulatory framework of the European Union, the Buyer has the right to withdraw from a distance contract within 14 days without giving any reason.
The withdrawal period expires after 14 days from the day on which the Buyer or a third party (other than the carrier) has received the goods.
3. Exercising the right of withdrawal
To exercise the right of withdrawal, the Buyer must inform the Seller of the decision to withdraw from the purchase by sending an unambiguous statement by email to:
The Buyer may use a free-form notice.
4. Conditions for returning goods
The returned goods must meet the following conditions:
- the goods have not been used (except where necessary to check their nature, characteristics and functioning)
- the goods are not damaged
- the original packaging is preserved (if possible)
- the product tags and комплектation/accessories are preserved
The Buyer is responsible for any diminished value of the goods if the goods have been handled more than is necessary to check their nature, characteristics and functioning.
5. Return procedure
After sending the withdrawal notice, the Buyer must send the goods back to the Seller no later than within 14 days.
The Seller will send the return address to the Buyer individually after receiving the request.
6. Refund procedure
The Seller shall refund all payments received from the Buyer, excluding additional delivery costs (if a more expensive delivery method than standard delivery was chosen), no later than within 14 days from the day the Seller received the Buyer's notice of withdrawal.
The Seller may withhold the refund until the returned goods have been received or until proof of their dispatch has been provided.
The refund will be made using the same means of payment used by the Buyer for the initial transaction, unless otherwise agreed.
7. Return costs
The direct costs of returning the goods shall be borne by the Buyer.
8. Exceptions (the right of withdrawal does not apply)
The right of withdrawal cannot be exercised in the following cases:
- goods that deteriorate quickly or have a short shelf life
- goods that are personalized or made to the Buyer's individual order
- hygiene goods if they have been opened after delivery
- goods which, after delivery, are inseparably mixed with other goods
9. Damaged or non-conforming goods
If the Buyer receives damaged or non-conforming goods, they must immediately contact the Seller by sending information to:
In such cases, the Seller will ensure an assessment of the situation and an appropriate solution (replacement, repair, or refund).
10. Contact information
If you have questions about returning goods, please contact us:
Email: