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Return Policy

Published: 2021-11-24

Return instructions

Made a mistake? We will take care of you.

 

  1. If you wish to return an item, you need to contact our customer service centre: 
  2. In your message, indicate the order number (if you do not know it, write that you do not have it and we will ask you for alternative details), the products you wish to return and, if you ordered as an unregistered user, mention that as well.
  3. You will usually receive a reply within 24 hours, but during busy periods a reply may take up to 48 hours.
  4. If all the details provided are correct, you will receive a return form to your e-mail, which will have to be enclosed with your parcel. Check that it is filled in correctly, print it out and place it inside the parcel together with the products.
  5. You will also be sent a link where you will create a return label (this label must be stuck onto the parcel packaging itself). The form can be filled in only once, so allow enough time for it and do not rush. If you close this page, it will no longer work and you will have to ask for a new link.
  6. Once you have filled in the form, you will receive a return label, which must be stuck onto the packaging being returned.
  7. After the label has been created, wait at least 16 hours and then take the parcel to the nearest shipping point.
  8. Do not forget to ask for a receipt or a confirmation that the parcel has been accepted.
  9. After the parcel has been delivered to our warehouse, the money will be returned to you to the account from which you paid. A refund usually takes 3-5 working days.
  10. Do not send the parcel by ordinary post unless we expressly ask you to.

Our returns policy is very simple

Once you have received your order, you must check the parcel as soon as possible and always before you start using the goods. When shopping on the GAVAU.LT website, you have the right to change your mind and return products that you no longer need. You can return goods within 30 days, and doing so is very simple — just follow the return instructions given at the top of the page.

All goods being returned must be unused and in the original packaging in which you received them at delivery. Do not remove the labels until you are sure that you want to keep the goods.

 

 

We are sorry if an item other than the one you ordered was delivered to you by mistake. Should this happen, we will always seek to resolve this problem together with you and as quickly as possible.

In order for us to refund the amount paid or to replace the item with another one, you must return the item received in the same condition in which you received it, within 30 days from the day of its receipt.

 

We are very sorry if you have received an item that is damaged or has a defect. We understand how inconvenient this can be, so we will seek to resolve this problem as quickly as possible.

If you think that an item has a defect, contact us. You will have to give us more information about the suspected defect and we will advise you what to do next.

 

 We are sorry if you did not receive your item. Contact us and we will always seek to resolve this problem as quickly as possible.

In order for us to refund the amount paid or to replace the item with another one, you must inform us that you did not receive the ordered item within 21 days from the day on which you received the letter stating that the item had been dispatched.

 

What we do next

All goods received back are inspected in our returns department.

If you are entitled to a refund, we will refund the amount paid for the item. The refund is usually made within 7 working days from the time you receive our notice that the returned consignment has been received in our returns department. At the latest, the payment will be made within 14 days.

We will refund the amount paid to the credit/debit card indicated when the item was ordered or to the PayPal account used.

 

Return of replaced goods

If the item you ordered had a defect and we replaced it with another one, you have the right to cancel this new order of yours within 7 working days from the day of receipt of the replaced item and to get back the amount paid.

 

Charges for returning goods

Please note that at present returning goods within Lithuania is chargeable. If the buyer has changed their mind and wishes to return an item that is undamaged and fit for use, they must pay the shipping costs.

We may cover the return charge for an item when: