The return of goods
Exchange and Return of Goods
According to the provisions of the Retail Trade Rules, goods can be exchanged or returned by the consumer's written or verbal request at the place of purchase or another location convenient for the consumer specified by the seller, in the following manner:
1. When returning a product of suitable quality, the consumer presents the product to the seller and specifies the reason why the purchased product does not satisfy him/her, and one of the requirements specified in Article 6.362(1) or (2) of the Civil Code.
2. When returning a product of unsuitable quality, the consumer presents the product to the seller, specifies the defect(s) of the product, and in cases specified in Article 6.3641(1) of the Civil Code, optionally demands that the product be repaired or replaced. The consumer has the right to demand that the seller proportionally reduce the price of the product or unilaterally terminate the contract of sale and purchase for use if at least one condition specified in Article 6.3641(4) of the Civil Code is met.
Exchange and return of quality goods
If the item is of suitable quality, according to Article 6.362 of the Civil Code of the Republic of Lithuania, the buyer has the right to exchange purchased items for other goods of different size, shape, color, model, or set of features, or return the items to the seller and receive a refund of the amount paid within 14 days from the delivery of non-food items, unless the seller has established a longer term. Please note that the buyer's request to exchange or return items is satisfied only if the items have not been used, are undamaged, retain their functional properties, have not lost their commercial appearance, and the buyer has evidence that they purchased the items from a specific seller.
Non-returnable goods
It should be noted that point 17 of the Retail Trade Rules provides a list of non-returnable goods (such as electronics, toys, furniture, cosmetics, books, underwear, etc.). Non-defective goods falling into this list can only be returned with the seller's consent. You can familiarize yourself with these rules at this link: https://e-seimas.lrs.lt/portal/legalAct/en/TAD/TAIS.137498/asr
When purchasing remotely, the list of non-returnable goods is provided by Article 6.228 (10) of the Civil Code of the Republic of Lithuania. Non-defective goods that are quickly perishable, custom-made according to individual orders and measurements, unpacked personal hygiene goods, etc., are non-returnable when purchased remotely. You can find the full list of non-returnable goods at this link: https://www.e-tar.lt/portal/en/legalAct/TAR.8A39C83848CB/asr
More information about the quality of goods, warranties, product exchange, and returns can be found in the frequently asked questions section at: http://vvtat.lt/d.u.k./598
Have questions?
Contact the State Consumer Rights Protection Authority for consultation by phone at (85) 262 6760 or ask your question via email at tarnyba@vvtat.lt.