● Customer support
Frequently Asked Questions
In this section, you will find answers to the most frequently asked questions about orders, delivery, payment, product condition, warranty and returns.
If you cannot find the answer to your question, the TVZ team will be happy to help.
FAQ topics
Choose the topic relevant to you and quickly find the information you need.
Orders
Order process and statuses.
Delivery
Delivery methods and timeframes.
Payment
Payments, invoices and security.
Products
Product condition and contents.
Warranty
Warranty terms.
Returns
Right of withdrawal and refunds.
For legal entities
Invoices and cooperation for companies.
Customer support
Contact us and get support.
Orders
Can I place an order without registration?
Yes, you can place an order without registration. During checkout, you will need to provide your contact information, delivery address and payment details.
How do I know that my order has been accepted?
After placing an order, you will receive a confirmation to the email address provided. If additional information is required, TVZ will contact you.
Can I change my order after placing it?
Yes, an order can be changed if it has not yet been prepared for dispatch or handed over for delivery. Please contact TVZ as soon as possible.
Can I order a product by phone or email?
Yes, if you need assistance, you can contact TVZ by phone or email. We will help clarify product availability, price and delivery options.
Delivery
What delivery methods are available?
Available delivery methods are shown during checkout. Delivery to a parcel locker, courier delivery or pickup at a TVZ collection point may be available.
When will my order be delivered?
If the product is available in stock, delivery in Latvia is usually completed within 1–3 business days after order confirmation or receipt of payment.
Is delivery outside Latvia available?
Yes, delivery outside Latvia is available by individual agreement. Delivery options, timeframes and costs are specified separately.
Payment
What payment methods are available?
Available payment methods are shown during checkout. Payment by bank transfer, payment card or other payment solutions may be available.
Is payment secure?
Yes, payments are processed using secure payment solutions. TVZ does not store customer payment card data.
Can I receive an invoice?
Yes, an invoice is prepared and sent to the email address provided in the order. For company orders, please provide correct company details.
Products
Does TVZ offer new or used products?
TVZ offers new, used and refurbished products. The product condition is stated in the product description.
What does “used product” mean?
A used product is a product that has been used before. Such products may have visible signs of use that do not affect functionality, unless stated otherwise in the description.
What does “refurbished product” mean?
A refurbished product is a product that has been checked, prepared for resale and, if necessary, technically serviced.
Warranty
Do products come with a warranty?
Yes, products are covered by a warranty. The warranty period and terms may vary depending on the product type, condition and seller or manufacturer terms.
What should I do if the product has a defect?
Please contact TVZ and provide the order number, product name and a description of the defect. If possible, attach photos or a video.
Does the warranty cover the battery?
Battery warranty may be limited because battery capacity decreases over time with use. Exact terms are stated in the product description or warranty information.
Returns
Can I return a product?
Yes, a consumer has the right to withdraw from an online purchase within 14 calendar days from the day of receiving the product, unless legal exceptions apply.
How does the return process work?
To return a product, please contact TVZ and provide your order number. TVZ will inform you about the next steps in the return process.
How is the refund processed?
The refund is processed after the product has been received and checked, using the same payment method or another method agreed with the customer.
For legal entities
Does TVZ serve legal entities?
Yes, TVZ serves both private individuals and legal entities. Companies can receive an invoice by providing the necessary company details.
Can a company order products in bulk?
Yes, for larger orders or multiple identical products, please contact TVZ individually.
Customer support
How can I contact you?
You can contact TVZ by phone, email or by using the contact form on the website. Phone: +371 20 666 266, email: info@tvz.lv.
Can I get advice before making a purchase?
Yes, the TVZ team can advise you on product selection, availability, technical specifications, delivery and payment options.