Returns Policy & Right of Withdrawal

1. General
1.1. This Policy sets out rules regarding the right of withdrawal and compensation/refunds for purchases made from Ecombridge UAB (“Company”, “we”, “our”).
1.2. This Policy must be read together with our Terms & Conditions, Shipping & Delivery Policy, Payment Policy, and Fee Schedule.
2. Right of Withdrawal (Consumers) and Exclusions for Food/Perishable Goods
2.1. Under EU consumer law, consumers generally have the right to withdraw from a distance contract within fourteen (14) days without giving any reason.
2.2. However, the right of withdrawal does not apply to certain goods, including food/perishable goods, where applicable (including Directive 2011/83/EU, Article 16(c)), especially once goods have been dispatched/handed over to the carrier and/or where goods are not suitable for return for health protection or hygiene reasons.
2.3. As our products are food and perishable goods, they are not eligible for return once they have been handed over to the courier, except as expressly stated for missing or damaged items.
3. Compensation and Refund Eligibility
3.1. Compensation/refunds may be granted only in the following situations: (a) missing items (packing error), (b) damaged/spoiled items on arrival, or (c) non-delivery after the applicable extended delivery period, where legally required.
3.2. Subjective dissatisfaction (e.g., taste, preference) is not a valid reason for compensation/refund.
4. Claims Procedure and Time Limit
4.1. Claims for missing items or damage must be submitted promptly and no later than forty-eight (48) hours after delivery confirmation/receipt.
4.2. Missing items claims require evidence, including a clear photo of the complete packing list and relevant order information.
4.3. Damaged/spoiled items claims require clear photo/video evidence of the issue.
4.4. Claims must be submitted exclusively via WhatsApp: +37120682590, including your full name and order number.
5. Forms of Compensation (Primary Store Credit)
5.1. Store credit/promo code is the primary form of compensation where permitted. It will be equal to the affected item value and may include a bonus at the Company’s discretion.
5.2. Monetary refunds are provided upon request and where legally required. Monetary refunds are limited to the actually paid amount after discounts/promo codes and are processed only to the original payment method.
5.3. One compensation per issue applies: you may not claim multiple compensations for the same issue.
6. Delivery Delays and Extended Delivery Period
6.1. Delivery timeframes shown on the website are indicative and not guaranteed.
6.2. You may request cancellation/refund due to non-delivery only after the expiration of an extended delivery period of up to thirty (30) calendar days.
6.3. For regular orders, the extended delivery period is counted from the order date.
6.4. If the order contains at least one delayed/backorder item, the extended delivery period is counted from the latest availability date stated for such items. The latest availability date applies to the entire order.
6.5. Before the extended delivery period expires, cancellation/refund requests due to delay will not be processed.
7. Customer Fault, Failed Delivery, and Re-Delivery
7.1. If delivery fails due to customer fault (incorrect/incomplete details, unreachable customer, uncollected parcel, refusal without valid justification), the Company has no obligation to refund the customer.
7.2. Re-delivery will be arranged only after payment of the applicable fee as specified in the Fee Schedule.
8. Refusal to Accept Delivery
8.1. If you refuse to accept delivery without valid justification, no refund will be provided.
8.2. All costs related to goods, packaging, shipping, and return handling are considered incurred once the order is dispatched/handed over to the courier.
9. Governing Law
9.1. This Policy is governed by the laws of the European Union and the laws of the Republic of Lithuania, without prejudice to mandatory consumer protection provisions applicable in the customer’s country of residence within the European Union.

Last updated: 05.01.2026