Returns and Exchanges Policy

Want to submit a return?Fill in the returns form

Applies to online stores: https://www.lula.lt and https://www.lulata.eu
Last updated: 2026-05-18

GENERAL INFORMATION

This policy describes how you can withdraw from a distance sales contract, return or exchange goods of satisfactory quality, as well as what to do if you receive defective, damaged, or incorrect goods.

Seller:

UAB "Lulata" Company code: 305340255 VAT number: LT100012775116 Address: Želmenų g. 2, Vilnius, LT-14269, Lithuania Email: info@lula.lt Phone: +370 676 11495

2. 14-DAY RIGHT TO WITHDRAW FROM THE CONTRACT

If you are a consumer, when purchasing online, you have the right to withdraw from the distance sales contract within 14 calendar days without stating a reason, except for exceptions provided by law.

The 14-day period is calculated:

  • from the day you or a person designated by you, other than the carrier, receive the goods;
  • if multiple goods ordered in one order are delivered separately – from the day you receive the last item;
  • if the goods are delivered in parts – from the day you receive the last part.

To withdraw from the contract, clearly inform us by email at info@lula.lt. In your email, please specify:

  • your name and surname;
  • order number;
  • the goods you are returning;
  • contact information;
  • preferred method of refund, if it differs from the original payment method.

You may use a free-form notification. Upon receiving your request, we will confirm its receipt by email.

RETURN PERIOD FOR GOODS

If you notify us of your withdrawal within 14 days, you must send or hand over the goods to us without delay and no later than 14 days from the date of notifying us of your withdrawal.

WHICH GOODS CAN BE RETURNED

The returned goods must be:

  • unused beyond what is necessary to establish their nature, characteristics, and functioning;
  • undamaged;
  • not losing their commercial appearance;
  • with labels, protective stickers, or other accessories, if they were included;
  • in the original packaging, if such packaging is significant for the protection or completeness of the goods;
  • complete, with all accessories and gifts, if they were included.

The buyer is responsible for the decrease in the value of the goods if the goods have been used more than is necessary to establish their nature, characteristics, and functioning.

GOODS FOR WHICH THE 14-DAY RIGHT OF WITHDRAWAL MAY NOT APPLY

The right to withdraw from the contract may not apply in cases provided by law, including but not limited to:

  • goods made to the consumer's specifications or clearly personalised to meet the consumer's individual needs;
  • personalised goods, e.g., with a specific name, text, engraving, specially selected composition, or other individual production;
  • 3D printed products made according to the consumer's provided drawing, model, dimensions, colour combination, or other individual order;
  • sealed goods which are not suitable for return for health or hygiene reasons if they have been unsealed after delivery;
  • goods that have become inseparably mixed with other items after delivery due to their nature;
  • other goods for which the right of withdrawal is not applicable under the Civil Code of the Republic of Lithuania or other legal acts.

If the goods are defective, damaged, or do not match the order, these exceptions do not limit your right to claim for defects in the goods.

EXCHANGE OF GOODS

If you wish to exchange a satisfactory quality item for a different size, colour, model, or similar item, please contact us by email at info@lula.lt. An exchange is possible if:

  • the item meets the return conditions;
  • we have the desired item in stock;
  • the item is not custom-made or personalised;
  • there are no other exceptions provided by law.

If the price of the exchanged item differs, the price difference will be settled by separate agreement.

DEFECTIVE, DAMAGED, OR INCORRECT GOODS

If you received defective, damaged during transport, or incorrect goods that you ordered, please contact us as soon as possible by email at info@lula.lt.

In your email, please specify:

  • order number;
  • product name;
  • description of the issue;
  • photos showing the defect, damage, or discrepancy;
  • photos of the packaging if the shipment was damaged during transport.

In the case of defective goods, the statutory warranty for the quality of the goods applies. Consumer rights regarding defective goods are exercised in accordance with the Civil Code of the Republic of Lithuania and other applicable legal acts.

Depending on the situation, the following may be offered:

  • to remedy the defect of the goods;
  • to replace the goods with satisfactory quality goods;
  • to proportionately reduce the price;
  • to refund the money if there is a legal basis for it.

If the goods are defective or the wrong goods were delivered, we will cover the reasonable return shipping costs.

RETURN COSTS

If you return satisfactory quality goods using the 14-day right of withdrawal, you generally bear the direct costs of returning the goods unless we agree otherwise or the law provides otherwise.

If the goods are defective, delivered damaged, or the wrong goods were delivered, we will cover the reasonable return shipping costs.

HOW TO RETURN GOODS

Before sending the goods, please contact us by email at info@lula.lt so we can arrange the return method.

Possible return methods:

  • via a parcel locker, if such a method is agreed upon;
  • via courier;
  • by another individually agreed method.

Please pack the goods securely to prevent damage during transport. The buyer is responsible for any damage to improperly packaged returned goods during shipping.

Indicative return details, unless otherwise agreed: Recipient: UAB "Lulata" Address for courier: Želmenų g. 2, Vilnius, LT-14269, Lithuania Phone: +370 676 11495 Email: info@lula.lt

Parcel locker return details may be provided individually by email to avoid errors in selecting the terminal.

REFUND

Refunds will be made no later than 14 calendar days from the date of receipt of the withdrawal notification. We have the right to withhold the refund until the goods are returned to us or until you provide proof that you have sent the goods, whichever occurs first.

We will refund using the same payment method that was used for the original payment unless we agree otherwise. No additional fees will be charged to the Buyer for refunds made by a different method.

When returning satisfactory quality goods, the amount paid for the goods will be refunded, and, where applicable under the law, the cost of the cheapest standard delivery method. Additional costs incurred by choosing a more expensive delivery method than our offered cheapest standard delivery method will not be refunded.

IMPORTANT NOTE REGARDING 3D PRINTED PRODUCTS

3D printed products may exhibit minor layer lines, slight surface imperfections, or other technological characteristics that are part of the 3D printing process and are not considered defects if the product meets the description, purpose, and is of satisfactory quality.

If a 3D printed product is damaged, does not match the order, is poorly made, or has functional defects, please contact us – such cases are evaluated individually according to the law.

DISPUTE RESOLUTION

If you have questions or complaints, please first contact us by email at info@lula.lt. We will strive to respond as soon as possible, but no later than within the time limits set by law.

If the dispute cannot be resolved amicably, the consumer has the right to contact the State Consumer Rights Protection Authority or use other dispute resolution mechanisms provided by law.