Return policy

1. Return and exchange of goods:

1.1 The return of goods takes place in accordance with the laws of the Republic of Lithuania.

1.2 The buyer must send the returned goods by registered mail by courier or postal machine, having previously agreed on the location of the postal machine. To coordinate the e-mail by mail:

1.3. In order to return a defective product, the Buyer must contact the Seller by e-mail. by mail, attaching photos or videos of the product and/or package, describing the problem and a copy of the purchase document.

1.4. When returning the wrong product, the Seller undertakes to replace such product with the required product. If the required item is not available, all money (for the item and the actual shipping costs incurred) will be returned to the Buyer.

1.5. When a defective product is returned, the Seller undertakes to replace the defective product with a similar product or refund the Buyer.

1.6. The Seller has the right not to accept the goods returned by the Buyer, if the product(s) were delivered with poor quality or the packaging of the product(s) was opened.

1.7. The Seller has the right not to accept the goods returned by the Buyer, if the Buyer does not follow the procedure for returning the goods specified in these Rules.

1.8. If the Buyer paid for the product with a gift voucher, then the voucher and other additional amount paid (if it was paid) will be returned.

1.9. If the Buyer returns the product purchased with a discount, the amount paid for the product is returned with the valid discount.

Return of quality goods:

The return of quality goods is carried out in accordance with the Civil Code of the Republic of Lithuania and the Resolution of the Government of the Republic of Lithuania (2014-07-22) on the approval of retail trade rules and the retail trade rules themselves, the provisions of Article 6.228, paragraph 1 of the Civil Code of the Republic of Lithuania (hereinafter - CK) ("The consumer has the right, without stating a reason and without incurring costs other than those specified in Article 6.22811 of this Code, within fourteen days to withdraw from a distance contract or a contract concluded off-premises, with the exception of the exceptions provided for in Part 2 of this Article. In the event that the User enters into a sales contract (hereinafter Contract) using only means of communication (remote contract) and therefore cannot use the right established by law to inspect the goods and assess their suitability before concluding the contract, he has the right to refuse the purchase and sale contract by notifying the Seller in writing within 14 (fourteen) days of the goods delivery days. If the Buyer has purchased several goods under one Agreement, he has the right to completely refuse all goods purchased under one Agreement or only some goods purchased under one Agreement. The specified deadline of 14 (fourteen) days for submitting a written request starts counting from the day of handover of the goods(s) to the Buyer or his authorized representative and is not extended or in any way associated with the handover or return of the goods to the Seller or another person for reasons beyond the Seller's control.

Purchased quality goods can be returned within 14 days. if:

  • the returned item is in its original, neat packaging;
  • the product is unused and undamaged;
  • the product has not lost its commercial appearance (labels intact, protective films not torn, bags, etc.);
  • the returned item is complete with all the documentation attached by the manufacturer;

Quality goods cannot be returned if they are:

  • goods that were manufactured according to the Buyer's individual order or are obviously adapted to him, or which, due to their nature, cannot be returned to the Buyer due to the loss (loss) of their commercial properties, are perishable or expire;
  • in other cases, when the purchase-sale contract cannot be canceled according to the laws of the Republic of Lithuania.

Please send the returned item to the headquarters address below:

UAB "Grafus" headquarters address: Lomsodžio str. 26, Šukaičiai, Klaipėda district, Tel.: +370 655 91620

When returning quality goods, the buyer is responsible for:

  • packaging of goods;
  • return of goods by registered mail to our above address;

We may refuse to accept the return of the product if changes have been made to the appearance of the product or package that were not necessary to inspect the product, including damaged labels, torn protective films and violations of transparent packaging that would not interfere with the right to inspect the product.

If the packaging damage caused to the product means that the product cannot be sold later at the same price, without violating the rights of the other Buyer of this product to purchase a new and unused product, such products can only be returned with our mutual agreement

When returning quality goods, the Buyer is responsible for all transportation costs related to their return.

Returning a product after purchasing a defective product:

Return of the product after purchasing a low-quality product and in other cases, in accordance with the Civil Code of the Republic of Lithuania (Article 6.363, Paragraph 7)


According to Article 6.363, Part 1, Clause 10 of the Civil Code of the Republic of Lithuania, the seller is responsible for the defects of the item that become apparent within two years from the handover of the item, if the law or the contract does not provide for a longer term. The buyer's rights set forth in this article are subject to a two-year statute of limitations.

Dispute resolution procedure and services:

The buyer has the right to use the non-judicial procedure for complaints and damages in resolving disputes between the seller and the consumer (CC 6.2287, art. 1, p. 16). The buyer, who believes that his rights have been violated, must contact the seller in writing and outline his requirements no later than three months from the day of the violation. The seller must examine the request free of charge within 14 days at the latest and provide a detailed, motivated written answer based on documents. If the problem cannot be solved, the Buyer has the right to contact the entity that resolves consumer disputes out of court at the contacts listed below.

You can submit a request/complaint about a product or service purchased in our online store to the State Consumer Rights Protection Service (Vilniaus st. 25, 01402 Vilnius, e-mail:, phone: 8 5 262 67 51, fax: (8 5 ) 279 1466, on the website (also for the territorial units of the State Consumer Rights Protection Service in counties) - whether to fill out the application form on the EGS platform