Return and exchange policy

1. Definitions

1.1. The retailer is UAB Balalu, legal entity code 306397608, address Edurado Andre st. 14-15, Lt-0232 Vilnius.

1.2. E-shop – this electronic store located at www.BalaluBaby.lt.

1.3. You/Customer – a natural or legal person, authorized to enter into transactions in accordance with the applicable legislation, who purchases goods for personal use (not for business purposes).

1.4. Policy – this policy, which determine the rules for returning and exchanging goods purchased in the E-shop.

1.5. Parties/Country – Customer and Retailer jointly or separately.

1.6. Goods/services – everything sold in the E-shop. The goods listed below in the Policy also include services when goods and services are sold in the E-shop, unless otherwise stated in the Policy.

2. General provision

2.1. This Policy determine the mutual rights, obligations and responsibilities of the Customer and the Retailer regarding the return and exchange of goods purchased in the E-shop.

2.2. This Policy is part of the general rules for purchasing general goods in the E-shop, which you can see in full detail here: www.BalaluBaby.lt/taisykles.

3. Return and exchange of goods

3.1. The Customer has the right, without stating a reason, to cancel the Purchase-Sale Agreement concluded in the E-shop when purchasing goods, except for contracts specified in Article 6.228 of the Civil Code of the Republic of Lithuania. in part 2, within 14 (fourteen) days from the day of delivery (receipt) of the goods. Additionally, please be aware that the maximum delivery time is set at 30 days (for the products that need to be custom-made).

3.2. In order to return quality product(s), the Customer must notify the Retailer in writing (e-mail) and fill out the goods return form, which can be found at www.BalaluBaby.lt/prekiu-grazinimas. The Customer can also submit the aforementioned goods return form to the Retailer when returning the goods. The Customer must return the goods no later than within 14 (fourteen) days from the day of delivery (receipt) of the product. Additionally, please be aware that the maximum delivery time is set at 30 days (for the products that need to be custom-made).

3.3. When returning quality goods, the Customer is responsible for the proper packaging of the goods to be returned. The Customer shall bear the direct costs of returning the goods, unless the Retailer instructs the Customer otherwise after receiving the contract cancellation notice.

3.4. Goods can be returned by parcel service, courier or post office.

3.5. The sum paid for the returned product, including the amounts paid by the Customer for delivery, is redunded to the Customer after the goods are returned to the Retailer.

3.6. The money for the goods is refunded to the Customer by bank transfer.

3.7. The Retailer is not considered to have violated the refund terms if he cannot transfer the money due to the Customer’s fault (delay in returning the goods, inaccurate data, etc.).

3.8. When returning goods, the Customer must comply with the following conditions:

3.8.1. the returned item must be in its original or other type of neat packaging;

3.8.2. the returned item must be undamaged by the Customer;

3.8.3. the returned item must be unused, with its commercial appearance intact (labels, protective film intact), this clause does not apply in the case of a defective product being returned;

3.8.4. the returned item must be in the same set as it was received;

3.8.5. when returning the item, it is necessary to submit a VAT invoice confirming its purchase, and to fill out a item return request.

3.9. If the returned product is not fully assembled, is damaged, untidy and/or improperly packed, the Retailer has the right not to accept the returned item and not to refund the money paid by the Customer for the returned product.

3.10. In the case of the sale of low-quality goods, the Customer can request replacement of the poor quality goods with suitable ones, reduce the price of the goods or return the goods and receive a full refund. Replacement and return of defective goods is carried out in accordance with the procedure established by these Rules and legal acts of the Republic of Lithuania.

3.11. The Customer cannot return such items, the possibility of return of which is not provided by the legal acts of the Republic of Lithuania.

Non-returnable items

There are legally approved lists of goods, which contain items that can only be returned with the consent of the retailer. The list of non-returnable goods purchased in the E-shop includes:

• • Perishable products;

• • Custom-made items, sent according to the specified dimensions, cut products, fabrics (for example, curtains), products with customized captions (for example, t-shirts with your chosen image, business cards);

• • Cosmetics in case the packaging has been damaged;

• • Hygiene products, the packaging of which has been damaged, with visible signs of use;

• • Unpacked healthcare equipment;

• • Publications;

• • Unpacked video or audio recordings;

• • Unpacked software.

List of non-returnable goods purchased in the physical shop:

• • Electrical engineering products;

• • Furniture, bedding, lamps;

• • Perfumery, cosmetics, toiletry products;

• • Underwear, pyjamas, robes;

• • Clocks;

• • Music instruments;

• • Toys, games;

• • Baby clothing (up to 86 cm);

• • Socks, pantyhose;

• • Books and other publications;

• • Pearls, precious stones, precious metals, articles thereof;

• • Machines and mechanical devices;

• • Carpet floor coverings (except carpets etc.)

• • Photography, optics, cinematography goods;

• • Medical, measuring instruments and apparatus;

• • Tobacco products;

• • Works of art, collectibles

3.12 In case of low-quality services provided, the Customer has the right to demand the elimination of deficiencies in the provision of services, refund of the money paid for the services, and reduce the price of the services.

4. Final provision

4.1. This Policy are regulated by the applicable legal acts of the Republic of Lithuania and the European Union.

4.2. The Retailer has the right to change the Policy at its discretion, unilaterally, without further notice. Changes take effect from the moment they are placed in the E-shop and are binding for the Customer who wants to use the E-shop.

4.3. The retailer may at any time transfer its rights and obligations arising from this Policy to third parties without the Customer’s consent and without notifying him/her.

4.4. In case of disagreements between the Customer and the retailer, they are resolved through negotiations. If the parties fail to reach an agreement, disputes are finally settled in accordance with the procedure established by the laws of the Republic of Lithuania.

4.5. The Customer-user can submit a request and/or complaint regarding the goods or services purchased in the Shop to the State Consumer Rights Protection Service (Vilniaus st. 25, 01402 Vilnius, phone: 8 5 262 67 51, fax: 8 5 279 1466, e-mail tarnyba@vvtat.lt, on the website www.vvtat.lt, according to its territorial divisions in counties) or to fill out the application form on the Electronic Consumer Dispute Resolution Platform, available at http://ec.europa.eu/odr/. This condition does not apply to Customers – entrepreneurs.