Complaints & Dispute Resolution Policy

1. General
1.1. This Policy forms part of the contractual agreement between you and Ecombridge UAB (“Company”, “we”, “our”).
1.2. It explains how complaints are submitted and handled, and sets out mandatory pre-contact rules before disputes/chargebacks.
2. Submitting Complaints (WhatsApp Only)
2.1. Complaints regarding orders, deliveries, products, or payments must be submitted exclusively via WhatsApp: +37120682590.
2.2. Complaints must include: (a) full name, (b) order number, and (c) a clear description of the issue.
2.3. Supporting documentation (photos/videos/packing list images) may be required to assess the complaint.
3. Handling of Complaints
3.1. We will respond and begin resolving the issue within fourteen (14) calendar days from the date of your complaint.
3.2. Communication regarding the complaint is provided in writing via WhatsApp messages. Where necessary for administrative purposes, communication may also be provided via e-mail: info@lokumdokya.eu
4. Mandatory Pre-Contact Before Disputes/Chargebacks
4.1. Before initiating any dispute, chargeback, or complaint with a payment provider, bank, or third party, you must first contact us via WhatsApp and allow us up to fourteen (14) calendar days to respond and begin resolving the issue.
4.2. Only if we fail to provide any response within this period may you escalate your complaint externally, without limiting your statutory rights.
5. External Dispute Resolution (ODR)
5.1. EU consumers may use the Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr
5.2. The Company is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board, unless required by law.
6. Governing Law
6.1. 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