The quality of the products we supply to you and your home is of the utmost importance to us, so we always make sure that our products are of the highest quality and that both the products and the customer service meet the expectations of all our customers.
- If for any reason you decide to return an item that you have purchased in the Filo di Lino online shop, please inform us within 14 working days from the date of receipt of the item by email: info@filodilino.lt
- You will find the return request enclosed in the delivery package or you can contact us and we will send it to you by email. The return request must be completed.
- The buyer must send the returned goods by registered mail at his/her own expense.
The registered consignment number must be provided to the Seller no later than 24 hours after dispatch. Returned or exchanged goods must be sent to the recipient:
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Konstitucijos pr. 23, Corpus B, 404, Vilnius LT-08105, Lithuania.
1. General rules for returning and exchanging goods
1.1. Defects of the sold goods shall be eliminated, low-quality goods shall be replaced and returned in accordance with the provisions of the Civil Code of the Republic of Lithuania.
1.2 The Buyer shall have the right to withdraw from the contract concluded online (return the quality goods) within 14 (fourteen) days (Art. 6.228 (10) of the Civil Code) without stating a reason, except for the exceptions provided for in the 2nd paragraph of this Article. The money paid, including the delivery costs paid by the buyer, shall be refunded to the buyer within 14 days from the date of the buyer’s notice of withdrawal, but the Seller may not refund the money until it has received the goods or has been provided with proof of dispatch.
1.3 The Buyer shall pay the costs of returning quality goods or replacing them. Only the amount paid for the goods shall be refunded to the Buyer.
1.4 The returned goods must be in their original packaging in good order: undamaged, unused, in the same condition as when received by the Buyer, and in the same condition as when received by the Buyer (no damaged labels, no peeled protective film, etc). When returning the product, a paper (printed) proof of purchase (copy of the order, purchase order) must be provided.
1.5 When returning an item, a completed return request must be enclosed.
1.6 In the event of a return of the wrong product, the Seller undertakes to replace the product with the correct product. In the absence of the required item, the Buyer shall receive a full refund (for the item plus actual shipping costs incurred).
1.7 Where a faulty product is returned, the Seller undertakes to replace the faulty product with an equivalent product or to refund the Buyer. The Buyer shall also bear the costs of returning the goods.
1.8 In accordance with Article 6.228 (10)(2) of the Civil Code of the Republic of Lithuania, the consumer shall not have the right to withdraw from the contract if the goods are:
- perishable or short-lived;
- goods being weighed and measured which have been specially prepared at the buyer’s request;
- packaged goods which have been unpacked after delivery and which are unsuitable for return for health or hygiene reasons;
- the other goods referred to in that Article.
The Seller shall have the right not to accept the Buyer’s returns if the Buyer does not comply with the return procedures set out in Clauses 1.2 to 1.5, 1.9 to 1.10 of these Conditions.
1.9 If the Buyer has paid for the goods with a gift voucher, the voucher and any additional amount paid (if any) shall be returned.
1.10. If the Buyer returns an item purchased at a discount, the amount paid for the item shall be refunded together with the applicable discount.
1.11. The Seller shall be liable to the Consumer for any non-conformity in the quality of the Goods at the time of delivery of the Goods and which becomes apparent within a maximum of two years from the date of delivery of the Goods (statutory warranty).
2. Final provisions
2.1 These Returns Policy is made in accordance with the laws and regulations of the Republic of Lithuania.
2.2 Any disagreements arising from the execution of these Rules shall be settled by negotiation. In the event of failure to reach an agreement, disagreements shall be settled in accordance with the procedure established by the laws of the Republic of Lithuania.
2.3 The Buyer shall have the right to use out-of-court complaint and redress procedures for other disputes arising between the Seller and the Consumer (Art. 6.2287, Sec. 1, Par. 16 CC). The Buyer who considers that his rights have been infringed must, within three months of the date of the infringement at the latest, contact the Seller in writing and state his claims. The Seller must examine the request free of charge within 14 days at the latest and provide a detailed reasoned written reply, supported by documents. If the problem cannot be resolved, the Buyer shall have the right to appeal to the entity that settles consumer disputes out of court (the State Consumer Rights Protection Service, address Goštauto g. 12, Vilnius, www.vvtat.lt) or to the court.
2.4 The Buyer may submit requests or complaints regarding possible violations of consumer rights on the consumer dispute resolution platform https://ec.europa.eu/.