The rules for returning goods are based on the order of the Minister of Economy of the Republic of Lithuania "Rules for the sale of goods and provision of services when contracts are concluded using means of communication" of 2001. August 17 No. 258.
1. If the buyer was sold a product of inadequate quality and the seller did not discuss its defects with the buyer, the buyer has the right to demand from the seller within 14 days of receiving the product, at his option:
1.1. replace a product of inadequate quality with a product of suitable quality;
1.2. reduce the price of the product accordingly;
1.3. within a reasonable period of time to eliminate product defects free of charge;
1.4. to reimburse the costs of removing the product's defects, if the seller did not remove them within a reasonable time, the consumer removed the defects himself or with the help of third parties;
1.5. to unilaterally terminate the sales contract and demand the return of the money paid for the product.
2. The product quality guarantee is determined by the product seller.
3. The goods are exchanged or returned at the place of purchase or at another place indicated by the seller, which is convenient for the buyer. The buyer submits a written request to the seller, indicating the product's defects and the buyer's choice of one of the requirements of point 1 of these rules. A cash register receipt or purchase-sale receipt, or other document confirming the purchase-sale of goods from this seller and a warranty document (if the quality guarantee term is set for the sold goods) are attached to the application.
4. If the buyer does not provide a cash register receipt or another document confirming the purchase-sale of the goods issued in the prescribed manner from this seller, the goods are exchanged or other requirements specified by the buyer in point 1 of these rules are carried out only with the seller's consent.
5. In the event of disagreements between the buyer and the seller regarding the quality of the product, the seller, after receiving a written request from the buyer, must, no later than within 3 working days, apply in writing to the State Non-Food Products Inspection at the Ministry of Economy (hereinafter - the State Non-Food Products Inspection) for an assessment of the quality of the product, and after receiving the written conclusions from it, immediately inform the buyer about it.
6. If the seller does not fulfill the requirements specified in clauses 1 or 5 of these rules, the buyer can apply to the State Non-Food Products Inspectorate for an assessment of the quality of the goods, and after receiving the written conclusions from it, notify the seller about it.
7. The costs of product quality assessment are paid in accordance with the procedure established by legal acts.
8. The seller and/or the buyer, if they wish, can participate in the evaluation of the product's quality.
9. Large and heavy (more than 10 kg weight) goods of inappropriate quality are transported by the seller for quality assessment, exchange, repair or return, unless otherwise specified in the sales contract. The quality of such goods can also be assessed at the buyer's home.
10. If the seller proves that the product's defects were caused by the buyer's violation of the rules for using or storing the product, such product will not be replaced, the defects will not be removed free of charge, and the money will not be returned.
11. If the buyer does not like the shape, size, color, model or completeness of the purchased product, he has the right to replace it with an analogous product within fourteen days from the day of sale of non-food products, unless the seller has set a longer period. If the seller does not have a product suitable for replacement, the buyer has the right to return the product to the seller within the period specified in the first paragraph of this point and to recover the money paid for it.
12. The goods specified in clause 11 of these rules are exchanged or returned at the place of purchase of the goods or at another place indicated by the seller, which is convenient for the buyer. The buyer submits a written request to the seller stating his wish. A cash register receipt or purchase-sale receipt or other document confirming the purchase-sale of goods from this seller is attached to the application.
13. Pirkėjas gali pasinaudoti šių taisyklių 11 punkte nustatyta teise, jeigu prekė nebuvo naudojama, ji nesugadinta ir nepraradusi prekinės išvaizdos. Prekės ar jos pakuotės išvaizdos pakeitimų, kurie buvo būtini norint apžiūrėti prekę, negalima laikyti esminiais prekės išvaizdos pakeitimais.
14. In the event of a dispute regarding changes in the appearance of the product or damage to the product, the seller must apply in writing to the State Non-Food Products Inspectorate, and upon receiving the written conclusions from it, immediately notify the buyer.