Terms and Conditions
- Customer – a natural person that orders goods from Rimi; is at least 18 years of age, and has unlimited legal capacity in order to enter into contractual relations with Rimi.
- RIMI ONLINE — an online marketplace www.rimi.lv, that the customer uses for placing orders.
- Delivery— the delivery of goods ordered by the customer to the address within the delivery area and specified in the customer’s order.
- Delivery area — the territorial area defined by Rimi within which Rimi is able to deliver goods based on the address provided by the customer. The latest territorial area can be found here: https://www.rimi.lv/e-veikals/en/help
The customer can use RIMI ONLINE services and place orders as:
- A registered user:
- The customer has to create a customer account by using e-mail or phone No. and a password. If the customer chooses to order with Delivery to a specific address, this address has to be saved in profile details in order to use it for future orders;
- In order to create a customer account, additional information must be provided, for example: first name, last name, contact information, password, communication settings.
- A guest:
- Before placing an order, the customer must provide the following information: first name, last name, contact information, birthday date and address if the customer chooses to order with Delivery to a specific address. Address is optional if the Click & Collect option is used.
The customer is responsible for providing true and accurate information. After registration, the customer takes full responsibility not to disclose the Customer account password to third parties. The Customer is fully responsible for all actions made using the Customer’s account. If the Customer account is used by another person, RIMI will consider that it is used by the Customer. If the Customer loses login data for the Customer account, the Customer must inform RIMI regarding the loss of login data by calling or e-mailing at the phone No. or e-mail address available at RIMI ONLINE.
When selecting communication settings, the Customer chooses whether to receive notifications and useful Customer offers from RIMI or RIMI partners. The Customer is able to choose communication channels through which RIMI will communicate its notifications or offers. In case if the Customer chooses to receive notifications and offers, the Customer agrees that RIMI may send notifications and offers via selected communication channels.
If the Customer no longer wishes to receive notifications and offers, the Customer may change notification settings in the Customer account.
Notifications regarding order fulfilment and account registration (for example, order confirmation, account registration confirmation, invoice, order cancellation) will be sent to the Customer even if the Customer has selected not to receive notifications and offers since these notifications are necessary to fulfil orders and to notify the Customer regarding order status.
3. PRICE, PAYMENTS AND DELIVERY COSTS
Prices of goods at RIMI ONLINE are in EUR. All prices shown include any type of value added or other taxes. The goods are sold at prices that are valid at the time of placing the order. The total Delivery price can include fees. Bank fees may apply depending on the bank used by the Customer.
If the total order price is 49.98 EUR or less, in addition to the order price, the Customer will have to pay a delivery charge for home delivery services up to 4.99 EUR depending on the selected delivery time. Delivery charge does not apply if the total order price is over 49.98 EUR.
The minimum value for home delivery and Click & Collect orders is 20.00 EUR.
After delivery RIMI will send to the client electronic source document – electronically prepared invoice. Electronic source document – invoice is valid without signature.
It is not possible to create orders that are below the minimum order value of 20.00 EUR. The Customer can only pay for the order using the payment methods available in the RIMI ONLINE payment method menu. Payment must be made before the goods are received.
RIMI does its best to ensure that the amount of goods sold by weight matches the Customer’s order; however, taking into account the natural size and weight differences,
RIMI does not guarantee that the collected amount of goods will match the amount specified in the order; some deviations in weight are expected.
RIMI assumes no responsibility for ensuring the weight of ordered goods. The price for the goods sold by weight will be calculated using the weight specified by the customer. RIMI guarantees that the Customer will not be charged additionally if the actual weight of goods will exceed the weight specified in the order. If the weight of delivered goods is lower than the weight specified in the order, the difference between the delivered and ordered amount will be reimbursed via the payment method that was used when placing the order. Reimbursements will be processed immediately, but it can take several business days for them to be displayed in Customer’s account.
RIMI has established a fixed fee for packaging that will be used when picking up products for your order. The packaging price may consist of several costs.
The packaging price consists of packaging (bags) for the whole order* (can include lightweight plastic bag costs)**, additional plastic bag costs*** and single-use plastic container costs.****
* Paper bags are used when picking-up products for your order; lightweight plastic bags are used for frozen products.
** A fee is applied for lightweight plastic bags that are necessary for pre-packed/unpacked food products (except very lightweight plastic bags with a thickness of no more than 15 microns, and that are necessary for hygiene purposes for the primary packaging of food products).
*** Additional plastic bags are used if the product is of non-standard size and additional packaging material is necessary in order to prevent the potential contact of food products with nearby products.
**** An additional fee is applied for single use plastic containers for unpacked food products.
4. PICKING UP PRODUCTS FOR YOUR ORDER AND DELIVERY
RIMI does its best to ensure that every order is fully fulfilled; however, due to the unavailability of some products, RIMI does not guarantee that the delivered order will contain exactly the same products that were ordered online.
It is possible that it will be necessary to replace the products that were ordered. The Customer, when placing the order, has the ability to oppose whether to replace the ordered product (if the specific product is not available) with another product. If the Customer has selected not to replace the unavailable products, the order will only include the available products. If the Customer allows for product replacement, RIMI will do its best to find products that (according to RIMI) will be the best alternative. However, RIMI cannot guarantee that the selected alternative will certainly meet the Customer’s expectations.
The Customer, before picking-up the order or before its delivery, will be informed regarding the products he/she will receive and their replacement (if such option was selected). The Customer will always have the right to return the alternative product at the time of handing over the order and receive a refund for the replaced product via the payment method used when placing the order. The price for alternative products is calculated in accordance with the price of products that the Customer originally selected. If the price of delivered alternative products is higher than the price of originally selected products, RIMI guarantees that the Customer will not be charged additionally. If the price of delivered alternative products is lower than the price of originally selected products, the Customer will be refunded the price difference between the alternative and originally selected products via the payment method that was used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the Customer account.
Delivery will be made to the address indicated by the Customer when placing the order. RIMI will deliver the Customer’s order to the main entrance of the indicated address. If requested, the courier will bring the order inside. He/She will bring it to a specific floor of the apartment complex only if:
- the courier has the Customer’s consent; and
- our courier considers such a request to be safe and practical. RIMI always reserves the right to deliver the order to the main entrance of the address.
For orders to business addresses, RIMI is able to deliver the order to the first floor of the main entrance of the company building, but unfortunately, RIMI cannot deliver the order to your table. If the company has a shared reception, RIMI is able to deliver the order to the reception.
Please note that RIMI provides delivery of products only within specific areas of Riga and its region. In order to make sure that we offer deliveries to your location, please see https://www.rimi.lv/e-veikals/en/help/delivery The Customer specifies the time of delivery when placing the order.
The orders will be handed out every day of the week from 08:00 to 22:00. Only persons of at least 18 years of age are entitled to receive alcoholic beverages.
The Customer may order alcohol beverages any time, but these products can only be delivered from 08:00 to 22:00. If due to any reasons Delivery time is earlier or later than these hours and there are alcoholic beverages in the order, alcoholic beverages will remain with the courier and the Customer will get refund for those products. A valid ID or passport will be required from a person that person at least 18 years of age upon Delivery. When delivering age-restricted products, RIMI follows the Think 25 policy, therefore, if the person receiving products appears younger than 25 years of age, we will ask for an ID document. If, at the time of delivery, a document proving age will not be available and there will be no persons that are at least 18 years old, the products will remain with the courier. In case the order is delivered at the time specified by the Customer, but there is no one to receive the order at the address, the Customer will be informed and he/she will need to contact our Customer Centre to agree on a new delivery time or to receive the order at a specific shop.
In such cases, if RIMI has to return the order, the Customer may be charged an additional fee if the courier had attempted to deliver the order in the time specified by the Customer.
Although RIMI does its best to ensure that the Customer’s order is delivered at the specified time, RIMI assumes no responsibility for full or partial deviation from the specified delivery time if this deviation was due to the fault of the Customer or other unavoidable circumstances.
5. QUALITY GUARANTEE AND LIABILITY
RIMI will always try to choose the freshest and highest quality products for the order. This includes picking the products with the longest expiration date on the shelves, and packaging and transporting products safely. However, opinions regarding satisfactory product quality are subjective and RIMI assumes no responsibility and does not guarantee that the products will always meet the Customer’s expectations. If the Customer is not satisfied with the quality of a product, he/she can return the specific product when receiving the order and receive a full refund for the specific product.
The products displayed at RIMI ONLINE may not be the same size, shape and colour as the received products due to technical characteristics of various devices used for ordering the products or other reasonably expected differences.
The characteristics of all products available at RIMI ONLINE are provided in the product description. RIMI shall be liable for displaying this information only to Customers, unless laws and regulations provide otherwise. The manufacturer and/or distributor is responsible for information on a product’s characteristics.
6. Click & Collect
If the Customer choses to pick up the order at the shop, the pick-up time period and the shop will be determined after placing the order. At some shops it is possible to pick up the order on the same day.
Please note that Customers will not be able to pick up orders before the specified time. If the Customer arrives later than the specified time, it may be still possible to pick up the order. In such cases please speak to RIMI personnel at the pick-up point, where they will be able to assist you.
The orders will be handed out every day of the week from 8:00 to 22:00 at all Click & Collect stations in shops or drive-ins. Picking up orders at Click & Collect stations and drive-ins is free of charge. Customers will be able to receive orders using a PIN-code that will be sent via SMS or e-mail. It is also possible to pick up orders at drive-ins by identifying the number plate on the Customer's car, which must be entered and saved when placing the order or in the Customer profile.
Alcoholic beverages can only be picked up from 08:00 to 22:00, and it includes an additional age verification (presenting an ID-card or passport to RIMI employee).
It is only possible to pick up orders during the time period specified by the Customer; if the Customer arrives later than the specified time period, the process of picking up the order may take additional time.
If the Customer does not arrive to pick up the order during the reserved time period, RIMI reserves the right to cancel the order and refund the amount for products that have not perished. RIMI reserves the right to charge the Customer for the part of the order that cannot be returned to the shelves, including, but not limited to perishable goods.
7. RIGHTS OF WITHDRAWAL AND RIGHTS TO REFUSE
If the Customer wants to return perishable goods, they can be returned within the expiration date. The Customer has to take into consideration that it is not possible to return and RIMI cannot accept certain products for health or hygiene reasons (for example, toothbrushes or products with a short shelf-life).
Fresh food products with short shelf-lives that were used as alternatives for originally selected products can only be returned at the time of receiving the order by returning them to the courier at the time of delivery or RIMI employee at the time of pick-up if Click & Collect option was used. The courier or RIMI employee will arrange that the amount of money is returned to the payment account that was used for the order.
The customer has the right to return the ordered goods within 14 days by notifying RIMI customer service. The Customer may return food and non-food products, except fresh food products with short shelf-life. When returning food or non-food products worth 10 EUR or more, the Customer must return these products to the RIMI shop from which they were delivered or to the shop specified by Customer Service. The Customer covers all the costs related to the return of goods.
When returning food products to the shop, the foods have to be in their original packaging, unopened and within expiration date + 1 day. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods. When returning non-food products to the shop, they have to be in their original packaging, unopened and within expiration date + 1 day. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods. Low-quality non-food goods with a warranty period can be returned within the specified warranty period after a prior consultation with Customer Service.
If, after receiving the order, the Customer has detected that the order contains damaged and/or low quality goods, the Customer shall contact RIMI Customer Service with an application which shall include a photo of the damaged product, and Customer Service will arrange a refund to the payment account that was used to place the order. RIMI reserves the right to request the Customer to return the damaged product to the shop from which it was delivered or picked up.
8. ORDER CANCELLATION
In the event of serious circumstances, RIMI may fully or temporarily suspend RIMI ONLINE without a prior notice to the Customer. In such cases, RIMI will reimburse the Customer for undelivered orders within 10 business days.
RIMI ONLINE reserves the right to restrict purchases that show indications of wholesale. RIMI, by electronically informing the Customer, has the right to refuse and/or fulfil Customer orders if the Customer orders an unusually large amount of goods (regardless of whether the products have been ordered in one or several orders) and/or if the order(s) have other wholesale indications.
9. CUSTOMER SERVICE
10. FINAL PROVISIONS AND SETTLEMENT OF DISPUTES
11. DATA PROCESSING AND PROTECTION