Distance Contract and Online Store Terms of Use

Effective from 26 October 2026

1. General Provisions

1.1. These distance contract and online store terms of use (hereinafter – the Terms) govern the ordering, purchase, payment, delivery, exercise of the right of withdrawal, return of goods and resolution of disputes at the online store www.kokoplanet.lv.

1.2. The online store's seller:

SIA “Koko Planet”
Registration No.: 40203778445
VAT registration No.: LV40203778445
Registered address: “Brīviņi”–6, Zaņa Parish, Saldus Municipality, Latvia
Email: [email protected]
Telephone: +371 20220052
Online store: www.kokoplanet.lv

1.3. The Buyer is a natural or legal person who purchases goods from the online store. A Consumer is a natural person who purchases goods for purposes unrelated to their business or professional activities.

1.4. These Terms, together with the specific order information, constitute a distance contract between the Seller and the Buyer.

1.5. By placing an order, the Buyer confirms that they have read the Terms and the Privacy Policy and agree to the purchase conditions.

1.6. Consumer rights are ensured in accordance with the laws and regulations of the Republic of Latvia. These Terms do not restrict statutory consumer rights.

2. Goods and Prices

2.1. Koko Planet offers food for parrots and other pet birds, toys, cages, perches and other bird-keeping and care accessories.

2.2. The main characteristics, dimensions, composition, quantity, usage information and prices of goods are provided in the respective product descriptions.

2.3. All prices displayed in the online store are in euros (EUR), including applicable value added tax (VAT).

2.4. Delivery costs are not included in the product price and are shown separately before the order is confirmed.

2.5. The shape, shade, texture and, in some cases, dimensions of natural wood products may differ from those shown in the images. Such differences, where consistent with the product description and the properties of the natural material, do not in themselves constitute a lack of conformity.

2.6. If a product is available in different colours and the specific colour is selected at random, this is stated in the product description.

2.7. The Seller may change the product range and prices without affecting purchase contracts already concluded.

3. Placing an Order and Concluding the Contract

3.1. To purchase a product, the Buyer selects it, adds it to the shopping cart and provides the information required to place the order.

3.2. Before confirming the order, the Buyer can check the selected goods, their quantities, prices, delivery method, delivery costs and the total amount payable.

3.3. The Buyer provides truthful and accurate contact information required to fulfil the order.

3.4. Before confirming the order, the Buyer has the opportunity to read the distance contract and the Privacy Policy.

3.5. By confirming the order using a button that clearly indicates an obligation to pay, the Buyer submits a binding order.

3.6. After placing the order, the Buyer receives an order confirmation at the email address provided.

3.7. The purchase contract is concluded when the Seller confirms acceptance of the order. If the automatic order confirmation also confirms acceptance of the order, the contract is concluded when that confirmation is sent.

3.8. If the ordered goods cannot be delivered, the Seller informs the Buyer and offers a possible solution. Substitute goods are delivered only with the Buyer's consent. If the contract cannot be fulfilled and is terminated, the payment received is refunded in accordance with the procedures prescribed by law.

3.9. The Buyer is provided with confirmation of the distance contract and the mandatory contractual information in a form that can be retained, within the statutory time limit.

4. Payment Terms

4.1. Goods in the Koko Planet online store can be paid for using the Klix by Citadele payment solution:

• By payment card (Visa, Mastercard);
• By online banking payment;
• By Apple Pay and Google Pay, where these payment options are available on the buyer's device and in the payment system.

4.2. The available payment methods and the total amount payable are displayed before final confirmation of the order.

4.3. Payments are processed by the relevant payment service provider in accordance with applicable payment security requirements.

4.4. If payment is not completed successfully, the Seller may contact the Buyer to agree on completing payment or cancelling the order.

5. Delivery Terms

5.1. Koko Planet delivers goods to Latvia, Lithuania and Estonia using the delivery services available at checkout.

5.2. Standard parcel locker delivery methods and prices:

5.3. The prices shown apply to shipments that meet the relevant delivery service provider's size, weight and other acceptance restrictions.

5.4. Goods that are unsuitable for parcel locker delivery due to their size or weight are delivered according to the delivery conditions specified for the particular product. The delivery price and delivery time for bulky goods are communicated to the Buyer before confirmation of a binding order.

5.5. The delivery time is specified in the product offer, during checkout or agreed with the Buyer before the contract is concluded.

5.6. Unless another delivery time has been agreed, the Seller delivers the goods without undue delay and no later than 30 days after the contract is concluded.

5.7. If delivery is delayed, the Buyer has the statutory right to request delivery within an additional period and, where applicable, terminate the contract.

5.8. The risk of accidental loss of or damage to the goods passes to the Consumer when the Consumer or a third party designated by them, other than the carrier, takes physical possession of the goods, except in cases provided for by law.

5.9. The Buyer is advised to check the condition of the goods upon receipt. If damage is found, the Buyer is encouraged to contact the Seller as soon as possible. This does not restrict the Consumer's statutory rights.

6. Right of Withdrawal and Returns

6.1. The Consumer has the right to withdraw from the distance contract within 14 days without giving a reason, except in cases provided for by law.

6.2. The withdrawal period generally starts on the day the Consumer or a third party designated by them, other than the carrier, receives the goods. If goods from one order are delivered separately, the period starts on the day the last item is received.

6.3. To exercise the right of withdrawal, the Consumer must send an unequivocal notice to [email protected] or use the withdrawal submission function available in the online store before the withdrawal period expires.

6.4. The Consumer may use the withdrawal form available in the online store, but its use is not mandatory.

6.5. The Consumer must send or hand back the goods without undue delay and no later than 14 days after sending the withdrawal notice.

6.6. Return address:

SIA “Koko Planet”
Gunāra Astras iela 2B, 
Riga, LV-1084, Latvia

Before sending the goods, the Buyer is encouraged to contact the Seller to clarify the return arrangements.

6.7. When exercising the right of withdrawal, the Consumer bears the direct cost of returning the goods, unless the Seller has agreed to bear those costs or the law provides otherwise.

6.8. For bulky goods that cannot normally be returned by post due to their nature, the estimated return costs are communicated to the Consumer before the purchase contract is concluded, in accordance with legal requirements.

6.9. The Consumer is liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

6.10. The absence of the original packaging does not in itself automatically deprive the Consumer of the right of withdrawal.

Exceptions to the Right of Withdrawal

6.11. The right of withdrawal does not apply in cases provided for by law, including in respect of:

• goods made to the Consumer's specifications or clearly personalised;

• goods that are liable to deteriorate or expire rapidly;

• sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery;

• other cases expressly provided for by law.

6.12. Parrot food is not automatically excluded from the right of withdrawal solely because of its product category. Exceptions apply only where the statutory conditions are met in the specific case.

6.13. Exceptions to the right of withdrawal do not restrict the Consumer's right to submit a claim concerning goods that do not conform to the contract.

7. Refund Terms

7.1. If the Consumer lawfully exercises the right of withdrawal, the Seller refunds the payments received from the Consumer, including the original standard delivery costs.

7.2. If the Consumer chose delivery that is more expensive than the least expensive standard delivery method offered by the Seller, the Seller is not obliged to refund those additional costs.

7.3. Refunds are made without undue delay and no later than 14 days from the date the withdrawal notice is received.

7.4. The Seller may withhold the refund until the goods have been received back or the Consumer has provided evidence of having sent them back, whichever occurs first, unless the Seller has offered to collect the goods.

7.5. Refunds are made using the same means of payment used by the Consumer for the original transaction, unless the parties have expressly agreed otherwise.

7.6. The Consumer will not be charged an additional fee for the refund.

8. Order Cancellation

8.1. If the Buyer wishes to cancel an order before dispatch, they are encouraged to contact the Seller as soon as possible by emailing [email protected].

8.2. If the order has not yet been dispatched, the Seller assesses the cancellation request and informs the Buyer of the next steps.

8.3. If the order has already been dispatched, the Consumer may exercise the statutory right of withdrawal.

8.4. This procedure does not restrict the Consumer's right to withdraw from the distance contract before receiving the goods or to terminate the contract in other cases provided for by law.

9. Goods That Do Not Conform to the Contract

9.1. The Seller is responsible for the conformity of the goods with the contract in accordance with the laws and regulations of the Republic of Latvia.

9.2. The Consumer may submit a claim concerning goods that do not conform to the contract within two years of delivery, subject to the procedures and time limits prescribed by law.

9.3. The Consumer may notify the Seller of an identified lack of conformity by emailing [email protected], providing the order information and a description of the lack of conformity.

9.4. The Consumer has the right to request repair or replacement of the goods or, in cases provided for by law, a price reduction or cancellation of the contract and a refund.

9.5. Goods that do not conform to the contract are brought into conformity free of charge, including without charging the Consumer the necessary shipping costs.

9.6. These rights are independent of the 14-day right of withdrawal.

10. Complaints and Dispute Resolution

10.1. For questions, complaints or claims, the Buyer may contact the Seller by emailing [email protected].

10.2. The Seller reviews complaints received and provides a response in accordance with the procedures and time limits prescribed by law.

10.3. If a dispute arises concerning the Consumer's rights, the parties first seek to resolve it through mutual negotiations.

10.4. If the dispute cannot be resolved, the Consumer may contact the Consumer Rights Protection Centre (PTAC) or use the out-of-court dispute resolution options provided for by law.

PTAC website: www.ptac.gov.lv

10.5. The Consumer also has the right to bring proceedings before a court in accordance with the procedures prescribed by law.

11. Personal Data Protection

11.1. Personal data is processed to fulfil orders, provide customer service, meet accounting obligations and for other lawful purposes.

11.2. Detailed information on personal data processing, data recipients, retention and the Buyer's rights is available in the online store's “Privacy Policy” section.

12. Final Provisions

12.1. These Terms form an integral part of the distance contract.

12.2. The specific order information, including the goods, quantity, price, delivery costs and other conditions communicated before order confirmation, forms part of the respective purchase contract.

12.3. The Seller may amend these Terms. Amendments do not affect previously concluded contracts, except in cases provided for by law or separately agreed by the parties.

12.4. The distance contract is governed by the laws and regulations of the Republic of Latvia, without prejudice to the mandatory consumer protection provisions applicable to the Consumer.

SIA “Koko Planet”
www.kokoplanet.lv
[email protected]
+371 20220052