Shop rules | Return and exchange policy

Who we are

We, legal entity under the name of UAB Balalu, legal entity code 306397608, address Eduardo Andrė st. 14-5, LT-02232 Vilnius, (hereinafter – the Company or We), ensure security and privacy of the data of our customer, the user of the e-shop “Balalu Baby” and the user of the website (hereinafter – You or the User) (hereinafter – E-shop).

This Privacy Policy is intended to provide information on how the Company manages and protects your data when you use the E-shop.

The collection, management and storage of your personal data, as far as your use of the E-shop is concerned, is determined by this privacy policy, the Law on Legal Protection of Personal Data of the Republic of Lithuania and other legal acts.

1. Definitions

1.1. Personal data means any information by which your identity can be directly or indirectly determined.

The following personal data of yours are processed:

– Name and surname of the Customer;

– Name and surname of the person who will collect the goods;

– Customer’s contact details: e-mail address and telephone number, address;

– Customer’s delivery data: the address to which the goods will be delivered or another choice of the Customer regarding the delivery/pickup of the goods;

– The Customer’s chosen payment method and the payment data entered;

– History of your orders placed in our E-shop;

– IP address;

– Network and location data when you provide it;

– History of your requests and complaints;

– Other publicly available data that you shared while visiting the online store.


1.2. Processing/management of personal data – refers to an operation performed with personal data (such as information collection, editing, changing, recording, storage, granting access, submission of requests, archiving, etc.).

1.3. Data manager – UAB Balalu, legal entity code 306397608, address Eduardo Andrė st. 14-5, LT-02232 Vilnius.

1.4. Data subject – any natural person whose data is processed by the Company.


2. Processing of your personal data when using the E-shop and visiting the Website

2.1. By submitting data to the Company, the Data Subject agrees that the Personal Data will be used by the Company in order to ensure the functioning of the E-shop for the purposes desired by the Data Subject.

2.2. The Company processes your personal data on the following basis:

– The company receives your express consent to process your data in this way, i.e. when you open a User account;

– You place an order in the E-shop, which is accepted and executed, thus concluding a contract with you and executing it;

– Also in cases where the Company has to manage your data under a legal obligation;

– The legitimate interests of the Company are implemented. We will process your Personal Data if we have a legitimate interest in doing so and such data processing does not violate your interests and protection of rights.

2.3. The company manages your data for the following purposes:

– For efficient, optimal and convenient functioning of the E-shop;

– To ensure the smooth administration of the E-shop;

– To register and maintain your account;

– For the proper provision of the services you have ordered;

– To provide you with relevant information, to answer your questions and requests;

– To carry out statistical and other analysis aimed at improving the operation of the E-shop and your experience using it;

– When you visit the E-shop, the Company can process your IP address, network and location data. These Personal Data are collected with the help of cookies and other similar technologies based on the User’s consent.

– For other purposes that may be indicated to you at the time of submitting your data.

3. Disclosure of Personal Data to Third Parties

3.1. We are committed to confidentiality. Your Personal Data may be disclosed to third parties only if it is necessary to conclude and execute the contract for the benefit of the data subject, or for other legitimate reasons.

3.2. The Company may share your Personal Data with its data managers who provide services to the Company and process personal data on behalf of the Company. Such Personal Data managers selected by the Company have the right to process Personal Data only in accordance with the Company’s instructions and only to the extent necessary to properly fulfill the obligations set forth in the contract between the Company and the service provider. We assure you that the Company cooperates only with such data managers who guarantee appropriate measures (organizational and technical) for Personal Data management and ensure the management of Personal Data in accordance with the requirements of legal acts.

3.3. The company may also provide Personal Data in response to court or state authority requests to the extent necessary to properly comply with applicable legislation and state authority orders.

4. Personal Data Storage Term

4.1. We store your personal data only for a period that is necessary for the implementation of the goals set out in the privacy policy.

4.2. If your User account in the E-shop has not been active for 5 years, your personal data will be deleted.

4.3. You can also request that your account in the E-shop be deleted.

5. Personal Data of Minors

5.1. We care about protecting the privacy of minors. We would like to inform you that our E-shop and Website are not suitable for users under 18 years of age.

5.2. If a person is younger than 18 years old, in order to use the E-shop or Website, before submitting Personal Data, he/she must obtain the written consent of at least one of the legal representatives (father, mother, guardian(s)) regarding the management of personal data.

6. Rights of data subjects

6.1. As a Data Subject, you have the following Data Subject rights:

6.1.1. The right to receive information about data processing (“right to know”).

6.1.2. The right to access the processed data (“right to access”).

6.1.3. The right to demand rectification of data (“right to rectification”).

6.1.4. The right to demand deletion of data (“right to be forgotten”). This right does not apply if the personal data that is requested to be deleted is also processed on another legal basis, e.g. the processing is necessary for the performance of a contract or is the fulfillment of an obligation according to applicable legislation.

6.1.5. The right to restrict data processing (“right to restrict”).

6.1.6. The right to object to data processing.

6.1.7. Right to data portability. The right to data portability cannot adversely affect the rights and freedoms of others. The data subject does not have the right to data portability in relation to personal data that is processed manually in systematized files, such as paper files.

6.1.8. The right to request that only automated data processing, including profiling, not be applied.

6.1.9. The right to submit a complaint regarding the processing of personal data to the State Data Protection Inspectorate.

6.2. In order to exercise your rights, you can send us an inquiry or request in writing: Upon receiving such a request or inquiry from you, we may ask you to fill out the necessary forms, as well as to submit a notarized copy of your personal document, which we need to verify your identity in order to avoid disclosure of personal data.

6.3. After receiving your request or inquiry regarding the processing of personal data, we undertake to provide you with an answer and perform the actions specified in the request or inform you why we refuse to perform them no later than within 1 month from the date of the request. If necessary, the specified period can be extended by another 2 months, taking into account the complexity and number of requests. In this case, within 1 month from the day of receiving the request, we will inform you about such an extension.

6.4. If Personal Data is deleted at your request, we will only keep copies of information that are necessary to protect our and others’ legitimate interests, to comply with the obligations of government authorities, to resolve disputes, to identify disturbances or to comply with any agreements you have entered into with us.

6.5. If you believe that your rights as a data subject have been violated, you can also file a complaint with the Personal Data Protection Authority that supervises us – the State Data Protection Inspectorate, you can find more information and contact details on the inspectorate’s website

7. Cookie policy

7.1. Our Website may use cookies and other tracking technology. With the help of cookies, our Website can for a certain period of time “remember” your actions and choices while browsing the Website (e.g. registration data, your language preference and other display options).

7.2. We use cookies and other tracking technology for commercial purposes.

7.3. You can control cookies on the Website. You have the right to choose whether you want to accept cookies and other tracking technology we use, or whether you want to disable all the cookies or only some of them.

7.4. More general information about the use of cookies can be found at or If you decide to disable all or certain cookies on our Website, this may affect the performance of the Website, may slow down the speed of its operation, and may limit the availability of certain functions. You will also need to reset certain options each time you visit the Website.

7.5. We use the following categories of cookies:

1. Type of cookie – Third-party cookie.

2. Type of cookie – Strictly mandatory cookie.

3. Type of cookie – Functional cookie.

4. Type of cookie – Target or advertising cookie.

5. Type of cookie – Analytical cookie.

8. Final Provisions

8.1 Please note that our Website may contain links to other websites, including websites operated by third parties, which are not covered by this Privacy Policy. Please review and evaluate the privacy policies of these websites before submitting any of your Personal Data.

8.2. We may update and change this Privacy Policy as necessary, taking into account the Personal Data Protection measures we have in place. You will be informed about changes to the Privacy Policy that apply to you through the usual means of communication between you and us.


Return and exchange policy

1. Definitions

1.1. The retailer is UAB Balalu, legal entity code 306397608, address Eduardo Andrė g. 14-5, LT-02232 Vilnius.

1.2. E-shop – this electronic store is located at

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:

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 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.

3.3. 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, on the website, according to its territorial divisions in counties) or to fill out the application form on the Electronic Consumer Dispute Resolution Platform, available at This condition does not apply to Customers – entrepreneurs.