Consumer watchdog finds “220.lv” unfairly withheld delivery refunds on returned goods

Latvia's Consumer Rights Protection Centre (PTAC), the authority that supervises compliance with consumer rights, has identified an unfair commercial practice at the online retailer “220.lv”. It has ordered the company to change, without delay, its rules on refunding delivery costs when a customer exercises the right of withdrawal and returns a purchased item. The news was reported on 23 October 2026.

The problem

The shop's terms stated that the cheapest possible delivery method was free collection at the “220.lv” store in Riga. As a result, customers who chose, for example, delivery to a parcel locker did not get their delivery costs back, because under the terms the cheapest option was deemed to be store collection.

PTAC stresses that collecting goods at a seller's premises is not delivery. When a consumer withdraws from an online purchase and returns the item, the seller must also refund standard delivery costs. If the buyer chose a more expensive delivery method, the seller does not have to reimburse the extra cost of that choice.

What PTAC demands

PTAC has instructed SIA “Pigu Latvia”, which operates “220.lv”, to stop the practice immediately, delete the rule from its website and no longer restrict consumers' right to a standard delivery refund. The centre also urges other online shops to review their terms and refund procedures.

The company's response

Kārlis Ozols, sales manager of the “Marketplace” trading platform, told the news agency LETA that the company respects PTAC's position and has already changed its terms. He explained that free collection at the Riga store had been treated as the basic delivery method because most customers choose it. From now on, when a customer exercises the right of withdrawal, the company will refund standard delivery costs. Average delivery costs for “220.lv” orders are 3.56 euros, but this figure is given for information only and is not a fixed refund amount.

Company figures

In the financial year from 1 April 2025 to 31 March 2026, “Pigu Latvia” had turnover of 25.418 million euros, down 29.1% on the previous year. Profit fell by 5.1% to 376,626 euros. The company was registered in 2005, and its sole owner is Lithuania's “Pigu”.