These terms regulate the procedure for warranty, returns, exchanges, complaint handling and inspection of goods purchased from the Hidplanet.lv online store.
The warranty confirmation is the invoice issued electronically with the payment details for the product. The invoice states the date of sale or receipt of the product, from which the warranty period starts, unless otherwise specified separately. The invoice may also state an individual warranty period for a specific product.
The warranty period for goods purchased by legal entities is 1 year, unless otherwise stated in the invoice, contract or description of the specific product.
Warranty repair is carried out free of charge during the warranty period if the defect is recognised as a manufacturing defect and was not caused by improper use, interference, damage, reprogramming, use of unsuitable components or other actions of the buyer.
1.1. A consumer — a natural person purchasing goods outside their economic or professional activity — has the right to withdraw from a distance contract within 14 calendar days in the cases and according to the procedure provided by the laws of the Republic of Latvia.
1.2. To exercise the right of withdrawal, the consumer must send the seller a clear written notice of withdrawal by e-mail to hidplanet.lv@gmail.com or by another method that allows the fact of such notice to be established.
1.3. The consumer is not obliged to state the reason for withdrawal from the distance contract.
1.4. The consumer is responsible for preserving the product during the withdrawal period. The buyer is advised to keep the original packaging, accessories, protective elements and the complete set supplied with the product.
1.5. The consumer may inspect and check the product only to the extent necessary to establish its nature, characteristics and functioning. Use of the product beyond this extent may lead to a reduction in the value of the product and a proportional reduction of the refund amount.
1.6. To arrange the return of the product, the buyer may contact the seller by e-mail at hidplanet.lv@gmail.com or by phone at +371 220 10 400.
1.7. The product must be returned to the parcel locker Omniva Rīgas Dammes tirgus (9533), unless another return method has been agreed in advance with the seller. If the buyer is located outside Latvia or cannot arrange shipment to the specified parcel locker, the return method and return address must be agreed in advance with the seller by e-mail at hidplanet.lv@gmail.com.
2.1. If the product has a manufacturing defect or the buyer believes that the product does not conform to the terms of the contract, the buyer may submit claims in accordance with the laws of the Republic of Latvia.
2.2. For the complaint to be reviewed, the buyer must provide a clear description of the problem, the order number, information about the product, the circumstances in which the problem was discovered and, if necessary, photos, videos, error messages or other materials that allow the situation to be assessed objectively.
2.3. The buyer’s statement that the product “does not work”, “does not fit”, “does not perform the expected function” or “does not work with a specific vehicle/equipment” does not automatically mean that the product is defective or does not conform to the description.
2.4. If the stated problem requires inspection of the product, the seller has the right to request the return of the product for technical inspection. Until the product has been received and inspected, the seller is not obliged to acknowledge the existence of a manufacturing defect or non-conformity.
2.5. The inspection is carried out in relation to the product itself as a technical device: completeness, external condition, presence of damage, detection by a computer or other equipment, communication with software, response to connection and other signs of operability.
2.6. The seller’s inspection of the product is not a full diagnosis of the buyer’s vehicle, equipment, computer, software environment or any other system.
2.7. If no defect of the product itself is found and the stated problem is related to a specific vehicle, unsupported control unit, software database, protocol, computer settings, driver installation, software or improper use of the product, such a situation is not considered a proven manufacturing defect.
3.1. The returned product must be handed over to the seller with all parts, accessories, cables, adapters, data carriers, instructions, packaging elements and other items included in the set received at the time of purchase.
3.2. If the product is returned incomplete, damaged, with signs of active use, damaged contacts, signs of opening, interference, reprogramming or other signs reducing the value of the product, the seller has the right to reduce the refund amount proportionally to the reduction in the value of the product.
3.3. If, after return, the product cannot be sold as new, the refund amount may be reduced to the market value of the product, taking into account the degree of wear, condition, completeness and possibility of further sale.
3.4. The absence of the original packaging in itself does not deprive the consumer of the right of withdrawal from the distance contract, if such right applies. However, damaged packaging, loss of presentation, absence of protective elements or other circumstances reducing the value of the product may be taken into account when determining the refund amount.
3.5. The buyer is responsible for properly packing the product when sending it back to the seller. If the product is damaged during return transport due to improper packaging, this is taken into account when assessing the condition of the product.
4.1. A refund is made after the seller has received the notice of withdrawal from the contract and after the product has been received back or after the buyer has provided proof of sending the product to the seller, unless otherwise provided by law.
4.2. The seller has the right to withhold the refund until the product has been received back or until proof of sending the product to the seller has been received.
4.3. The refund is made using the same payment method used by the buyer to pay for the order, unless the buyer has expressly agreed to another refund method.
4.4. If the product is returned at the buyer’s initiative, the buyer bears the cost of returning the product to the seller, unless otherwise separately agreed with the seller.
4.5. The cost of delivery of the product to the buyer and the subsequent return of the product to the seller is not refunded, as the delivery service was provided by the transport company.
4.6. If the product is returned incomplete, damaged, with signs of active use, interference, reprogramming, damaged packaging or other circumstances causing a reduction in the value of the product, the seller has the right to reduce the refund amount proportionally to the reduction in the value of the product.
4.7. If the buyer claims a manufacturing defect or non-conformity of the product, the decision on refund, repair, replacement, price reduction or refusal to satisfy the claim is made after reviewing the claim and, if necessary, inspecting the product.
5.1. Goods sold by the seller, including diagnostic devices, electronic modules, active exhaust systems, car accessories and other technically complex equipment, require correct connection, compliance with instructions, use of compatible components and understanding of the technical limitations of the specific vehicle, equipment or system.
5.2. A diagnostic device is a technical tool for connecting to supported electronic vehicle systems and working with supported control units. It is not a guarantee that every function will be available on every vehicle, in every configuration, with every control unit and in every software version.
5.3. The actual availability of functions depends on the vehicle model, year of manufacture, configuration, installed ECU, control unit version, communication protocol, condition of the vehicle’s electronic configuration, previous repairs, replaced modules, condition of wiring and the capabilities of the software used.
5.4. A statement in the product description that diagnostics of a particular brand, group of vehicles or type of systems is possible does not mean guaranteed support for every individual vehicle, every year of manufacture, every configuration, every control unit and every function.
5.5. In some cases, diagnostics may be limited or impossible not because of a defect in the diagnostic device, but due to the specific features of the vehicle: previously replaced or incorrectly coded control units, wiring changes, faults in the CAN/LIN/K-Line/DoIP network, absence of VIN in individual modules, different ECU version, unsupported protocol, modified vehicle configuration or lack of support for a specific function in the software used.
5.6. Automatic vehicle identification, automatic VIN reading, automatic model or control unit selection are not guaranteed functions for every vehicle. Many diagnostic programs, including professional service diagnostic systems, provide the possibility of manual VIN entry, manual vehicle model selection, manual control unit selection or manual protocol selection.
5.7. The need for manual VIN entry, manual selection of the vehicle model, control unit or protocol is not in itself a manufacturing defect of the product.
5.8. If electronic repairs have previously been carried out on the vehicle, control units have been replaced or reprogrammed, work has been performed on BSI/BSM/ECU, the vehicle configuration has been changed or modules from another vehicle version have been installed, the diagnostic software may identify the vehicle incompletely, may not read the VIN automatically, may offer several ECU options or may not support certain functions.
5.9. Lack of support for a specific vehicle, individual control unit, protocol or function in the software used is not in itself proof of a manufacturing defect of the diagnostic device.
5.10. If the diagnostic device is detected by a computer, recognised by the software, establishes communication with the vehicle or performs the basic functions of an interface, but does not work with a specific control unit, specific function or specific buyer’s vehicle, such a situation requires assessment of compatibility between the specific vehicle, ECU and software and does not in itself prove that the diagnostic device is defective.
6.1. If software, drivers, instructions, links, electronic materials or other accompanying files are provided together with the diagnostic device, they are provided as auxiliary materials for connecting, checking and using the diagnostic device, unless expressly stated otherwise in the description of the specific product.
6.2. The main product is the diagnostic device, adapter, interface, cable, electronic module or other physical product specified in the order. A separate paid software licence is not sold unless this is expressly stated in the product description, invoice or contract.
6.3. Limitations of a specific software version, lack of support for a particular vehicle, control unit, protocol, function, automatic vehicle identification or automatic VIN reading do not in themselves prove a manufacturing defect of the diagnostic device.
6.4. Before purchasing a diagnostic device, the buyer must independently assess their technical knowledge and ability to install software, drivers, configure a computer and further use diagnostic equipment. If the buyer does not have sufficient experience, they must take into account the need to contact a competent specialist.
6.5. The buyer independently provides a compatible computer, operating system, administrator rights, correct installation of drivers, functioning USB/COM ports, network settings, virtual machine if necessary and other working environment parameters required for using the diagnostic device.
6.6. The buyer’s inability to independently install software, install drivers, configure a computer, COM port, virtual machine, network connection or other working environment parameters is not a manufacturing defect of the diagnostic device.
6.7. The seller does not provide software installation, configuration of the buyer’s computer, software updates, training in the use of diagnostic programs, coding, programming, vehicle repair or vehicle diagnostics.
6.8. A short consultation on connecting the device, installing drivers or initial start-up may be provided by the seller voluntarily and within a reasonable scope to help the buyer make sure that the device is detected and can be used as a diagnostic interface.
6.9. Such consultation is not a software installation service, configuration of the buyer’s computer, diagnostic training, programming, coding, vehicle repair or a guarantee that a specific function will be performed on a specific vehicle.
6.10. After receiving a working diagnostic device, the buyer uses it independently for its intended purpose, selects the necessary functions, software, vehicle, control unit and is responsible for the correctness of the diagnostic actions performed.
6.11. Use of third-party software not included in the product set is carried out by the buyer independently and at their own responsibility. The seller is not responsible for the operation, installation, compatibility, legality of use, settings or consequences of using third-party software if it was not supplied by the seller as part of the specific product.
7.1. Certain diagnostic devices, including ThinkDiag, Launch EasyDiag and similar devices, may be supplied sealed and may include an individual licence, subscription, software package, access to vehicle brands or other digital access that is activated by the buyer through an application, account, device serial number or another individual identifier.
7.2. Before activation, such a device may be treated as a new product if it has not been used, has not been unpacked beyond what is necessary for normal inspection and retains the complete set, packaging and presentation.
7.3. After activation of the licence, subscription, software package, vehicle brand, application or binding of the device to the buyer’s account, mobile device, serial number or another individual identifier, the product may lose its condition as a new product and the possibility of further sale as new.
7.4. If the activated licence, subscription, vehicle brand, software package or other digital access remains linked to the buyer’s account, mobile device, serial number of the specific diagnostic device or another individual identifier, the seller has the right to take the value of such licence, subscription or digital access into account when determining the refund amount.
7.5. If, after activation, the diagnostic device cannot be transferred to another buyer as new, cannot be reactivated, cannot be unlinked from the buyer’s account or the new buyer will not be able to use the licence, subscription or digital access in full, the seller has the right to refuse the claim for refund in respect of the activated licence/digital access or reduce the refund amount proportionally to the reduction in the value of the product.
7.6. Before activating such devices, the buyer must take into account that activation of a licence, registration of the device in an application or binding to an account may be irreversible or may restrict further use of the product by another person.
7.7. The buyer must independently make sure that the device, selected vehicle brand, licence, application, software package and subscription terms meet their needs before activation begins.
7.8. If the buyer has activated an individual licence, subscription or digital access and then requests a return because the device did not suit them, they did not like it, it does not support the desired function or it does not meet their expectations, such activation may be taken into account by the seller when assessing the condition of the product, its market value and the refund amount.
8.1. Damage or changes to the product caused by improper use, reprogramming, opening, interference with the construction, use of unsuitable components, careless connection, damage to contacts, short circuit, use of an unsuitable power source or other actions of the buyer are not considered a manufacturing defect.
8.2. Such circumstances may constitute grounds for refusing warranty service, refusing a claim regarding a manufacturing defect or reducing the refund amount in cases provided by law.
8.3. The buyer may perform reprogramming, firmware changes, updates, modification or use of alternative software only at their own risk, unless such actions are provided by the manufacturer or the description of the specific product as a recommended procedure.
8.4. If the product has signs of opening, damage to the housing, damaged contacts, soldering marks, moisture traces, mechanical damage, overheating, short circuit or other interference, the seller has the right to refuse warranty service if such circumstances could have affected the operability of the product.
9.1. Diagnostic devices that have been reprogrammed to obtain additional functionality are used by the buyer at their own risk, unless such actions are provided by the manufacturer or the description of the specific product as permitted.
9.2. Diagnostic devices with signs of opening, damaged contacts, damaged connectors, signs of careless connection, mechanical damage or signs of interference may be excluded from warranty service if the defect is related to such actions.
9.3. For Delphi diagnostic devices and similar devices, certain additional functions, such as reading or writing real-time parameters to a Micro SD memory card, may depend on the memory card used, its capacity, speed, file system and compatibility with the specific device or software version. Failure of such an additional function in itself does not mean a manufacturing defect of the main device if the main diagnostic, fault reading and fault clearing functions work.
9.4. The buyer’s inability to install software, drivers, configure a computer or working environment is not a manufacturing defect of the diagnostic device. The seller sells the device, not a software installation, computer configuration or training service.
9.5. Plastic exterior parts, interior trim parts, key housings, fasteners, decorative covers and similar products are not subject to warranty service if the damage was caused by incompetent installation, incorrect assembly, excessive force, cutting, heating, deformation, use of unsuitable tools or other actions of the buyer.
9.6. Interior lighting components, xenon bulbs, LED bulbs, ballast units, wiring, connectors and similar products are not subject to warranty service if the defect was caused by unprofessional installation, incorrect polarity, short circuit, moisture, overheating, damaged wiring or use in an unsuitable electrical system.
9.7. Exhaust pipe trims and other external decorative elements may be damaged or change appearance due to exposure to winter road reagents, salt, aggressive chemicals, high temperature, mechanical impact or improper care. Such changes are not always a manufacturing defect of the product.
10.1. The warranty does not apply to the sound generator, control units, wiring, brackets and other elements of the Thunder kit if the damage was caused by improper installation, incorrect connection, mechanical damage, opening, welding, ingress of moisture, dirt, short circuit or violation of instructions.
10.2. The sound generator housing must not have mechanical damage, signs of opening, deformation or welding marks if such actions have damaged the structure or affected the moisture protection of the device.
10.3. Disassembly of the sound generator housing, violation of factory moisture protection or interference with the internal construction is grounds for refusing warranty service if the defect may be related to such interference.
10.4. Installing the sound generator with the outlet facing upward, forward or in a position where water, dirt, road deposits or reagents accumulate inside the housing may cause speaker damage, sound distortion and irreversible deformation. Such damage is not considered a manufacturing defect.
10.5. Thunder electronic control units are not subject to warranty service if there are signs of opening, moisture, short circuit, damage to the housing, connectors, wiring or non-standard connection.
10.6. Damage to the original wiring cables of the kit, incorrect connection, shorting of wires, use of unsuitable power supply or interference with the vehicle’s electrical circuit may constitute grounds for refusing warranty service.
11.1. If the buyer claims a possible malfunction, manufacturing defect or non-conformity of the product, the seller has the right to request that the product be handed over for inspection.
11.2. The inspection is carried out within a reasonable time after the seller receives the product and to the extent necessary to assess the stated problem.
11.3. During inspection, the seller may assess the completeness of the product, external condition, presence of damage, signs of use, signs of opening, condition of contacts, cables and connectors, detection of the device by a computer or other equipment, communication with software and other signs of operability.
11.4. Inspection of a diagnostic device by the seller is not diagnostics of the buyer’s vehicle, checking all functions of a specific vehicle, checking all control units, protocols, configurations or software capabilities.
11.5. If the inspection does not reveal a defect of the device itself, the seller has the right to refuse a claim regarding a manufacturing defect or non-conformity if the stated problem is related to a specific vehicle, software, the buyer’s working environment, unsupported function, unsupported control unit or improper use of the product.
11.6. If the inspection confirms the existence of a manufacturing defect, the seller considers repair, replacement, price reduction, refund or another solution in accordance with the law.
12.1. The right of withdrawal from a distance contract within 14 calendar days applies only to consumers — natural persons purchasing goods outside their economic or professional activity. These provisions do not apply to legal entities.
12.2. In relation to legal entities, the provisions of Latvian civil law and the terms of the concluded purchase contract apply.
12.3. The warranty period for goods purchased by legal entities is 1 year from the transfer of the product, unless otherwise stated in the invoice, contract or description of the specific product.
12.4. A legal entity must check the product for quantity, completeness and external condition at the time of receipt. Claims regarding visible defects are accepted only if submitted immediately after receipt of the product.
12.5. In the event of hidden defects, the legal entity must notify the seller within a reasonable time after their discovery.
12.6. The seller is not liable for losses of the legal entity related to suspension of activity, lost profit, data loss, costs of installation or dismantling of equipment, costs of diagnostics, vehicle repair, equipment downtime or other indirect losses.
12.7. The seller’s liability towards a legal entity is in any case limited to the value of the purchased product.
12.8. Interference with the construction of the product, reprogramming, opening of the housing, violation of seals, use of unsuitable components or violation of operating instructions releases the seller from warranty obligations if the defect is related to such actions.
13.1. If the “self-pickup” delivery method is selected, the paid product is stored free of charge for 30 calendar days from the moment the buyer is notified that the product is ready for collection.
13.2. If the buyer has not collected the product within the specified period, the seller sends the buyer an electronic written notice specifying an additional period for collecting the product.
13.3. After the initial storage period has expired, the seller has the right to charge a reasonable storage fee corresponding to the actual costs of storing the product.
13.4. If the buyer does not collect the product within the additional period, the seller has the right to terminate the contract unilaterally and refund the amount paid by the buyer after deducting documented costs, including storage costs and administrative expenses.
14.1. If the buyer does not receive the shipped product within the time limit set by the delivery operator and the product is returned to the seller, the seller notifies the buyer of the return of the product.
14.2. From the moment the product is returned to the seller, the product is stored free of charge for 20 calendar days.
14.3. After the specified period expires, the seller has the right to charge a reasonable storage fee corresponding to the actual costs.
14.4. If the buyer does not collect the product within the additional period, the seller has the right to terminate the contract and refund the amount paid after deducting actual costs, including delivery costs, return shipment costs, storage and administrative expenses.
15.1. The Hidplanet.lv online store is a distance trading platform where the buyer independently selects and places an order based on the information about the product published on the website.
15.2. Product descriptions, technical specifications, set contents, operating conditions and other essential information are published on the website to the extent necessary for making a purchase decision.
15.3. Before placing an order, the buyer must familiarise themselves with the product description, purpose, set contents, conditions of use and limitations.
15.4. Oral consultations by phone, WhatsApp, e-mail or other communication channels are informative and do not replace the buyer’s independent familiarisation with the product description, instructions and terms of use.
15.5. Short consultations by the seller on connection, initial start-up, drivers or basic device check may be provided voluntarily and within a reasonable scope.
15.6. Such consultations are not an obligation of the seller to install software, configure the buyer’s computer, train the buyer to use diagnostic programs, diagnose a vehicle, perform coding, programming, vehicle repair or achieve a specific result on a specific vehicle.
15.7. The seller is not responsible for the buyer’s choice of product if the buyer did not familiarise themselves with the information published on the website, used the product for an unintended purpose, expected functions that were not specified as guaranteed supported, or used the product with an unsupported vehicle, equipment, software or working environment.
15.8. If the buyer needs software installation, computer configuration, diagnostic training, selection of functions, coding, programming, vehicle repair or professional work with a specific vehicle, the buyer must independently contact an appropriate specialist or workshop.