Refund Policy

1. General
1.1. This Refund 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 the circumstances under which refunds may be granted.
2. Non-Refundable Goods
2.1. Our products consist exclusively of food and perishable goods.
2.2. For reasons of hygiene and health protection, such products cannot be returned or refunded
once they have been handed over to the courier.
2.3. This rule applies regardless of whether the goods have been delivered to the customer.
3. Missing Items
3.1. Each order is checked against a packing list before dispatch.
3.2. If an item is missing, the customer must provide a photo of the complete packing list and send it
to our support (WhatsApp or e-mail).
3.3. Compensation options:
- A promo code for the value of the missing item plus a bonus, or
- A refund of the amount actually paid for the missing item (after discounts) to the original payment
account.
4. Damaged or Spoiled Products
4.1. If a product arrives damaged or spoiled, the customer must provide clear photo or video
evidence.
4.2. Subjective complaints such as “taste” or “preference” are not considered valid reasons for a
refund.
4.3. Valid compensation options are:
- A promo code for the value of the product, or
- A refund of the actual paid amount (after discounts) to the original payment account.
5. Refusal to Accept Delivery
5.1. If the customer refuses to accept delivery without valid justification, no refund will be granted.
5.2. All costs related to products, packaging, and shipping are considered incurred.
6. Delivery Delays
6.1. Delivery times may be extended in case of force majeure.
6.2. If delivery is delayed, refund requests cannot be submitted until one calendar month has passed
since the order date.
7. Re-Delivery Situations
7.1. If delivery fails due to incorrect or incomplete customer information, or because a parcel was not
collected, this is not grounds for a refund.
7.2. Re-delivery may be arranged after payment of the applicable fee according to our Fee
Schedule.
8. Refund Method
8.1. All refunds are processed exclusively to the same payment account used for the original
purchase.
8.2. Refunds are limited to the actual amount paid by the customer, after discounts or applied promo
codes.
9. Governing Law
9.1. This Policy is governed by the laws of Lithuania and, where applicable, EU consumer protection
regulations.

Last updated: 15.09.2025