Terms & Conditions

1. General
1.1. These Terms & Conditions (“Terms”) govern all purchases made on the online store operated by Ecombridge UAB (“Company”, “we”, “our”).
1.2. By placing an order and completing payment, the customer (“you”, “your”) enters into a legally binding agreement with the Company.
1.3. These Terms incorporate and must be read together with our Privacy Policy, Cookie Policy, Shipping & Delivery Policy, Payment Policy, Withdrawal & Refund Policy, Complaints & Dispute Resolution Policy, and Fee Schedule.
2. Eligibility and Right to Refuse Service
2.1. You confirm that you are legally capable of entering into a contract and, where required, are at least 18 years old.
2.2. We reserve the right to refuse service, cancel orders, and/or block customers without providing reasons, to the extent permitted by applicable law, including in cases of suspected fraud, abuse, repeated policy misuse, or suspicious order patterns.
3. Customer Responsibilities (Accuracy and Availability)
3.1. You are solely responsible for providing complete, accurate, and up-to-date information, including name, surname, delivery address, phone number, and e-mail address.
3.2. If the name on the shipment does not match relevant delivery identifiers at the delivery location (e.g., mailbox/doorbell name), delivery may fail. This is considered customer responsibility.
3.3. You are responsible for being reachable and cooperating with delivery clarification requests.
3.4. If we request clarification by e-mail regarding delivery details, you must respond within 24 hours.
3.5. If the courier attempts contact by phone, you must respond or call back the same day.
3.6. Failure to comply with this Section may result in failed delivery and is considered customer fault.
4. Orders and Payments
4.1. An order is confirmed only after full payment has been successfully processed.
4.2. Prices are shown in the currency displayed on the website and include VAT where applicable.
4.3. Available payment methods are listed during checkout and further explained in our Payment Policy.
4.4. Price changes after purchase do not entitle you to refunds or price adjustments.
5. Shipping, Delivery, and Estimated Timeframes
5.1. Delivery areas and available shipping methods are displayed at checkout and may differ by website/country.
5.2. Any delivery timeframes shown on the website (e.g., “usually 1–2 days”, “usually 4–5 days”) are indicative estimates based on typical performance and are not guaranteed.
5.3. Actual delivery may vary due to logistics, courier performance, seasonal peaks, customs/regulatory checks, supply chain disruptions, and other factors beyond our reasonable control.
5.4. We do not offer partial shipments unless explicitly stated. Orders are shipped in one shipment based on the latest applicable availability date.
6. Delayed / Backorder Items (Special Conditions)
6.1. If your order contains at least one item marked as “not yet in stock”, “pre-order”, “backorder”, or otherwise delayed, special conditions apply.
6.2. Estimated delivery timeframes do not apply to such orders.
6.3. The order is fulfilled based on the latest availability date among delayed items in the order. The latest availability date applies to the entire order.
6.4. By placing the order, you explicitly acknowledge and accept the delay conditions displayed on the website.
7. Extended Delivery Period and Requests for Cancellation/Refund Due to Delay
7.1. In case of delays (including supply chain disruptions, courier delays, and force majeure), delivery may take longer than usual.
7.2. 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.
7.3. For regular orders, the extended delivery period is counted from the order date.
7.4. 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.
7.5. Before the extended delivery period expires, cancellation/refund requests due to delay will not be processed.
8. Cancellation by Customer
8.1. Cancellation is possible only with our confirmation and only before the order has been handed over to the courier.
8.2. A cancellation fee applies as set out in our Fee Schedule.
8.3. Once the order has been handed over to the courier, cancellation is no longer possible.
9. Food and Perishable Goods – Right of Withdrawal and Returns
9.1. Under EU consumer law, consumers generally have the right to withdraw within 14 days. 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)), 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.
9.2. Therefore, our food/perishable products are not eligible for return once they have been handed over to the courier, except as expressly described for missing or damaged items.
10. Claims for Missing Items and Damaged Products
10.1. Claims for missing items or damage must be submitted promptly and no later than forty-eight (48) hours after delivery confirmation/receipt.
10.2. Missing items claims require evidence, including a clear photo of the complete packing list and relevant order information.
10.3. Damaged/spoiled items claims require clear photo/video evidence of the issue.
10.4. Subjective dissatisfaction (e.g., taste, preference) is not a valid reason for compensation.
10.5. One compensation per issue applies: you may not claim multiple compensations for the same issue.
11. Compensation and Refund Method (Primary Store Credit)
11.1. Store credit/promo code is the primary form of compensation where permitted and may include a bonus at the Company’s discretion.
11.2. Monetary refunds are provided upon request and where legally required and are processed only to the original payment method used for the purchase.
11.3. Refunds are limited to the actually paid amount after discounts/promo codes, unless mandatory law requires otherwise.
12. Refusal to Accept Delivery and Customer Fault
12.1. If you refuse to accept delivery without valid justification, no refund will be provided. All costs related to goods, packaging, shipping, and return handling are considered incurred once the order is dispatched/handed over to the courier.
12.2. If delivery fails due to customer fault (including incorrect/incomplete details, unreachable customer, uncollected parcel, refusal without valid justification), re-delivery may be arranged only after payment of the applicable fee in our Fee Schedule.
12.3. Such cases do not create any obligation for the Company to refund the customer.
13. Customer Support and Complaints (WhatsApp Only)
13.1. Customer support and complaints are handled exclusively via WhatsApp: +37120682590.
13.2. Before initiating any chargeback, dispute, or complaint with a payment provider or bank, you must first contact us via WhatsApp and provide your complaint details.
13.3. We will respond and begin resolving the issue within fourteen (14) calendar days from the date of your complaint.
14. Limitation of Liability
14.1. We are not responsible for delays or non-delivery caused by events beyond our reasonable control, including force majeure, supply chain disruptions, strikes, customs/regulatory restrictions, or courier issues.
14.2. We do not compensate indirect or consequential losses (e.g., missed events, lost profits, emotional distress).
14.3. Our total liability is limited to the amount actually paid by the customer for the affected part of the order, unless mandatory law requires otherwise.
15. Severability
15.1. If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force.
16. Governing Law and Mandatory Consumer Rights
16.1. These Terms are 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.
17. Language
17.1. If these Terms are made available in multiple languages and there is any inconsistency, the English version shall prevail to the extent permitted by law.

Last updated: 05.01.2026