Exchanging and Returning Goods
PRODUCT EXCHANGE AND RETURNS
According to the Resolution of the Republic of Lithuania "On the Approval of Retail Trade Rules" (hereinafter referred to as the Retail Trade Rules), products can be exchanged or returned at the buyer's written or verbal request at the place of purchase or another location designated by the seller convenient for the buyer as follows:
- When returning a product, the buyer provides the product to the seller and indicates the reason why the purchased product does not satisfy them, along with one of the requirements listed in Article 6.362, part 1 or 2, of the Civil Code.
- When returning a defective product, the buyer provides the product to the seller, indicates the defect(s), and, in cases specified in Article 6.3641, part 1 of the Civil Code, may request that the product be repaired or replaced. The buyer has the right to demand a proportional price reduction or to unilaterally terminate the sales contract if any of the conditions specified in Article 6.3641, part 4, of the Civil Code are met.
- The buyer must complete a return form when returning a product.
EXCHANGE AND RETURN OF QUALITY PRODUCTS
If the product is of suitable quality, the buyer has the right, within 14 days from receiving the products, to exchange them for other items of different dimensions, shape, color, model, or completeness, or to return them to the seller and receive a refund.
The buyer's request to exchange or return items is satisfied if the items were not used, are undamaged, retain their consumer qualities, have not lost their commercial appearance, and the buyer has proof that they purchased the items from the specific seller.
RETURN OF DEFECTIVE PRODUCTS
The buyer, who was sold a defective product, has the right to choose one of the following remedies within a reasonable period, but not later than 2 years from the date of delivery:
- Request the seller to remove the defects free of charge (repair the product);
- Request the seller to replace the defective product with a quality one free of charge;
- Request the seller to reduce the price accordingly;
- Unilaterally terminate the contract and request a refund.
The buyer does not have the right to terminate the contract if the defect is minor. Additionally, no refunds are provided for products that were intentionally or negligently damaged (affected by chemicals, water, open flame, high temperatures, sharp objects, etc.) or if the usage or storage instructions were violated, or the products were used improperly or for other than intended purposes.
In the case of returning/exchanging quality products, return shipping costs are covered by the buyer.
Products purchased in the online store www.velonova.lt can be returned by filling out the return form.
When returning products, the buyer provides their name, surname, contact information, as well as information about the product and the reason for the return.
Once the request is approved, please return the products to the Velonova store at J. Baltrušaičio g. 1, LT-06120, Vilnius, or to the Omniva parcel locker located at MAXIMA Ukmergės g. 282, Vilnius (indicate phone number +370 683 81 390), along with the purchase receipt, within 14 days.
NON-RETURNABLE PRODUCTS
According to point 17 of the Retail Trade Rules, certain products are non-returnable. Based on this list, bicycles and bicycle parts are considered non-returnable.
The following quality products can be returned only with the seller's consent:
- Parts of land transport vehicles;
- Quality food products, including supplements;
- Quality products used by the buyer, damaged, with packaging removed or damaged, or if due to the buyer's actions the product has lost its commercial appearance;
- Products ordered via special orders;
- Other products which the seller is entitled to refuse to accept based on current legislation.
Products are considered to be of quality if their expiration date has not expired, they do not contain prohibited ingredients according to legislation, their consistency or other essential qualities have not changed due to improper storage before delivery to the buyer, and they do not have any mechanical damage or other quality defects.
When purchasing online at velonova.lt, the list of non-returnable products is provided in Article 6.228 of the Civil Code. Items of quality and purchased remotely are not returnable if they are perishable goods, items made to custom order, unpacked personal hygiene products, etc.
The buyer is responsible for the completeness of the returned product. If the product is incomplete, the seller reserves the right not to accept the returned product.
COMPLAINT HANDLING
The buyer has the right to submit a complaint to the seller via email at info@velonova.lt.
A response to the buyer's complaint will be provided within 14 (fourteen) days from the date of receipt.
REFUNDS
- The amount paid for the products will be refunded within 10 business days from the date of return to the buyer's designated bank account.
- If the payment for the purchased products was made via online banking or prepayment, the amount will be refunded within 10 business days from the return date to the payer's bank account.
- The date of return is considered the date when the seller receives the products or when the buyer provides proof of shipping.
Disputes between the buyer and the seller regarding product quality are resolved as prescribed by law.
Detailed information about the right to withdraw from the contract or exchange a product is available in the Terms and Conditions of the velonova.lt online store, which can be found HERE.