Customer service policies

1. Privacy policy. 

Hello there, we are SIA “A&N Model Trucks”, “Zalinieki”, Vecumnieku pag./nov., LV3933, Latvia and welcome to our privacy policy. This policy sets out how we handle your personal information if you are an registered user or visitor to our Site (https://an-modeltrucks.com).

When we say “we”, “us” or “A&N Model Trucks” it’s because that’s who we are and we own and run the Site. If we say “policy” we are talking about this privacy policy.

1.1. The type of personal information we collect.

We collect certain personal information about visitors and users of our Site.

The most common types of information we collect include things like: user-names, member names, email addresses, IP addresses, shipping address, billing address, phone number, payment information such as payment agent details, transactional details, tax information, orders history, tracking numbers and web analytics data.

1.2. How we collect personal information.

We collect personal information directly when you provide it to us and automatically as you navigate through the Site.

We collect your personal information when you provide it to us when you complete registration on the Site, complete your order without registration (as guest), submit feedback, or send us a communication.

1.3. How we use personal information.

We will use your personal information for

1.3.1. completing and shipping your orders;

1.3.2. operating the Site;

1.3.3. providing you with services described on the Site;

1.3.4. verifying your identity when you sign in to any of our Site;

1.3.5. managing our relationship with you, e.g. by responding to your comments;

1.4. When we disclose your personal information.

We will disclose personal information to the following recipients:

1.4.1. our professional advisers (lawyers, accountants, financial advisers etc.) which are located in Latvia;

1.4.2. regulators and government authorities in connection with our compliance procedures and obligations;

1.4.3. a purchaser or prospective purchaser of all or part of our assets or our business, and their professional advisers, in connection with the purchase;

1.4.4. a third party to respond to requests relating to a criminal investigation or alleged or suspected illegal activity;

1.4.5. a third party, in order to enforce or defend our rights, or to address financial or reputational risks;

1.4.6. other recipients where we are authorised or required by law to do so.

1.5. Where we transfer and/or store your personal information.

We are based in Latvia so your data will be processed here.

1.6. How we keep your personal information secure.

We store personal information on secure servers that are managed by us and our service providers, and occasionally hard copy encrypted files that are kept in a secure location in Latvia. Personal information that we store or transmit is protected by security and access controls, including username and password authentication and data encryption where appropriate.

1.7. How you can access your personal information.

You can access some of the personal information that we collect about you by logging in to your account. You also have the right to make a request to access other personal information we hold about you and to request corrections of any errors in that data. You can also close the account you have with us at any time. To make an access or correction request, contact us by contact form.

1.8. Cookies (not the type you eat!) and web analytics.

For more information about how we use cookies, web beacons and similar technologies see our cookie policy here and for more general information on cookies, see http://www.allaboutcookies.org.

When you visit our Sites, there’s certain information that’s recorded which is generally anonymous information and does not reveal your identity. If you’re logged into your account some of this information could be associated with your account. We’re talking about the following kinds of details:

• your IP address or proxy server IP address;
• the domain name you requested;
• the name of your internet service provider is sometimes captured depending on the configuration of your ISP connection;
• the date and time of your visit to the website;
• the length of your session;
• the pages which you have accessed;
• the number of times you access our site within any month;
• the file URL you look at and information relating to it;
• the website which referred you to our Sites;
• the operating system which your computer uses.

1.9. Information about children.

Our Site is not suitable for children under the age of 16 years, so if you are under 16 we ask that you do not use our Site or give us your personal information. If you are from 16 to 18 years, you can browse the Site but you’ll need the supervision of a parent or guardian to become a registered user. It’s the responsibility of parents or guardians to monitor their children’s use of our Site.

1.10. How long we keep your personal information.

We retain your personal information for as long as is necessary to provide the services to you. If you no longer want us to use your personal information, you can request that we erase your personal information and close your A&N Model Trucks account. Please note that if you request the erasure of your personal information we will retain information from deleted accounts as necessary for our legitimate business interests, to comply with the law, prevent fraud, collect fees, resolve disputes, troubleshoot problems, assist with investigations, enforce the terms of service and take other actions permitted by law. The information we retain will be handled in accordance with this Privacy Policy.

1.11. When we need to update this policy.

We will need to change this policy from time to time in order to make sure it stays up to date with the latest legal requirements and any changes to our privacy management practices.
When we do change the policy, we’ll make sure to notify you about such changes, where required. A copy of the latest version of this policy will always be available on this page.

1.12. How you can contact us.

If you have any questions about our privacy practices or the way in which we have been managing your personal information, please contact us by contact form.

We’re really glad you made it to the end of the privacy policy, because knowing this stuff is the best way to understand how your personal information is used and how to best manage it!

1.13. If you’re a user or visitor in the European Economic Area these rights also apply to you:

For the purposes of applicable EU data protection law (including the General Data Protection Regulation 2016/679 (the “GDPR”), we are a “data controller” of your personal information.

1.14. How you can access your personal information.

You are also entitled to ask us to port your personal information (i.e. to transfer in a structured, commonly used and machine-readable format, to you), to erase it, or restrict its processing. You also have rights to object to some processing that is based on our legitimate interests, such as profiling that we perform for the purposes of direct marketing, and, where we have asked for your consent to process your data, to withdraw this consent as more fully described below.

These rights are limited in some situations – for example, we can demonstrate that we have a legal requirement to process your personal information. In some instances, this means that we may retain some data even if you withdraw your consent.

Where we require your personal information to comply with legal or contractual obligations, then provision of such data is mandatory: if such data is not provided, then we will not be able to manage our contractual relationship with you, or to meet obligations placed on us. In all other cases, provision of requested personal information is optional.

If you have unresolved concerns you also have the right to complain to data protection authorities. The relevant data protection authority will be the data protection authority of the country: (i) of your habitual residence; (ii) of your place of work; or (iii) in which you consider the alleged infringement has occurred.

Both personal information and personal data have the same meaning in the context of this Privacy Policy.

We always accept requests to return saleable-condition merchandise for any reason if made within 14 days of its delivery to you. “Saleable”-condition means the item is in like-new condition with all parts and components present. Please note, however, that unless the return is necessary because of a “changing mind of a customer”, the cost of shipping the item(s) back to Latvia is your responsibility. Always consult with us (please use contact us form) for our instructions before returning any merchandise, regardless of the reason.

If parcel returned with “unclaimed” reason, shipping cost does not refund.

If a return becomes necessary due to shipping damage or a defect in the product, we will compensate you for the shipping charges to return the item to Latvia. All claims for returns or refunds due to shipping damage or manufacturing defects must be made within 15 days of its delivery to you. The best way is making photographs and ask us for instructions by contact form.

If a product description is lacking or does not answer a question you have about an item, simply ask us! We’re always happy to answer any questions you have about products prior to your placing an order.

We shall send you for free missed parts, or replace without charge damaged parts in following cases:

• if you found missed parts within 30 days of its delivery to you;
• if you store your kit without foam in the box in dry cool place within 1 year of its delivery to you and damaged parts were founded.

We accept payments by:

• PayPal;
• Bank money transfer;

We ship orders by Latvian Post, by tracked A-class shipments. We ship orders twice a week – each Tuesday and each Friday (except dates when there are holidays in Latvia).

Due to the fact, that we cast kits on-demand and never stock them (i.e. each kit is made just for you!), minimum waiting time – 3-4 business days after date of placing order. This time can increase due to big number of orders in line before yours. For each order we send notification with expected shipping date, but this date can be changed, because we can find, that moulds worn out and we need to make new.

When your order will be shipped, there will be notification with tracking number of the package and link on tracking.

Shipping cost depends on destination and weight of package. Shipping cost is calculated automatically during checkout procedure.

Important! If your package not arrived to you after 2 weeks for Europe or 3-4 weeks for U.S. (in November, December and first half of January transit time increases), you should call to your local post office and try to find parcel using e-mailed tracking number.

Status of your order you can always find here https://an-modeltrucks.com/track-your-order/.

A&N Model Trucks is committed to customer service and will promptly address any customer claims of shipping errors, damage, defects, missing items, etc. if we are contacted within 10 days of delivery by contact form.