Returns & withdrawal
Last updated: 2026-10-07
This section sets out how consumers exercise the right of withdrawal and return goods, and what happens when goods are defective or a service was performed improperly.
1. Right of withdrawal (14 days)
When buying goods remotely (via the Website, email or phone), a consumer has the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving any reason, except in the cases listed in section 3.
To withdraw, the consumer must notify us in writing at viktoras.pel@gmail.com before the end of the 14-day period. Any clear statement identifying the order and the decision to withdraw is sufficient.
2. Return procedure
- The goods must be returned within 14 days of sending the withdrawal notice.
- The goods must be undamaged and unused, with labels attached and, where possible, in their original packaging.
- Refunds are issued within 14 days of receiving the withdrawal notice, using the same payment method. We may withhold the refund until the goods are returned and inspected.
- Return goods to Jakstonių g. 11, LT-11320 Vilnius (by prior arrangement) or by agreed courier pickup.
3. Cases where withdrawal is not available
- Services fully performed, where the consumer expressly consented before performance and acknowledged losing the right of withdrawal.
- Goods made to the consumer's specific order or clearly personalised (e.g. a custom-size aquarium).
- Sealed goods unsuitable for return for health or hygiene reasons, if the seal is broken (e.g. fish food, water treatment products).
4. Cancelling services
When ordering a service, the specific cancellation or rescheduling terms (deadlines, possible fees) are stated in the order confirmation email. Please notify cancellations or rescheduling by email or phone as early as possible.
5. Defective goods and improper services
If goods do not conform to the contract (are defective), the consumer may, under the Civil Code of the Republic of Lithuania, have them replaced, request a price reduction, or terminate the contract and obtain a refund. The statutory conformity guarantee for consumers lasts 2 years from delivery.
If a service was performed improperly or late, contact us — the Civil Code of the Republic of Lithuania governs the duty to perform the service properly or to refund the amount paid (in full or in part).
6. Return contacts
- Email: viktoras.pel@gmail.com
- Phone: +370 621 17712
- Address: Jakstonių g. 11, LT-11320 Vilnius