Complaints & Dispute Resolution Policy

1. General
1.1. This Complaints & Dispute Resolution Policy is part of the contractual agreement between you and Ecombridge UAB, Lithuania (“Company”, “we”, “our”).
1.2. The purpose of this Policy is to explain how customers may submit complaints and how disputes are handled.
2. Submitting Complaints
2.1. Customers may submit complaints regarding their orders, deliveries, or products via e-mail or phone using the contact details provided in the Legal Notice.
2.2. Complaints must include the customer’s full name, order number, and a clear description of the issue.
2.3. Supporting documentation such as photos or videos may be requested to assess the
complaint.
3. Handling of Complaints
3.1. All complaints will be acknowledged within a reasonable time frame.
3.2. We aim to resolve complaints in a fair, transparent, and timely manner.
3.3. Customers will be informed in writing (by e-mail) of the outcome of their complaint.
4. Internal Dispute Resolution
4.1. If a complaint cannot be resolved directly, the customer may escalate it to our management for further review.
4.2. We will make every effort to resolve disputes amicably before involving external authorities.
5. External Dispute Resolution
5.1. Consumers in the European Union may use the Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr.
5.2. The Company is not obliged and generally not willing to participate in dispute resolution before a consumer arbitration board, unless legally required.
6. Governing Law
6.1. This Policy is governed by the laws of Lithuania and applicable EU consumer protection regulations.

Last updated: 15.09.2025