Returns and Exchanges of Quality Goods (Right of Withdrawal)
If the purchased item does not meet your expectations or if you simply change your mind, as a consumer (individual), you have the right to withdraw from the online contract and return the quality item within 14 days from the date of delivery, without providing a reason (according to Article 6.228 (10) of the Civil Code).
IMPORTANT! The returned item must meet the following conditions:
- Original Packaging: The item must be in its original, undamaged packaging, along with all its accompanying accessories.
- Original Condition: The item must be unused, undamaged, and retain its pristine, resaleable appearance.
- Cosmetic Products: For health and hygiene reasons, opened cosmetic products that do not have a protective seal or have damaged packaging cannot be returned or exchanged.
- Gift Vouchers: Gift vouchers cannot be returned or exchanged.
Note: If you purchase items for business purposes (not for personal use) or in the name of a company, they cannot be returned or exchanged.
Upon receiving and inspecting the returned item, we will refund your money within 14 days of receiving your written notice of withdrawal from the purchase agreement.
Please note that the cost of returning quality goods is your responsibility, and we do not cover these expenses.
Returns and Exchanges of Defective Goods
If you believe that the item is defective or if the received shipment does not meet the order conditions, please contact us. We will assess whether we can determine the item's quality remotely (e.g., via photos) or if it needs to be sent back for a proper inspection.
If the item is indeed found to be defective or if there are other discrepancies, we will promptly replace it with a new one or issue a refund, depending on your preference.
Please contact us at:
- Message via our Facebook page: Vilana Natural Beauty Lietuva
- Email: vilananblt@gmail.com
IMPORTANT: Any report regarding damages incurred during delivery, as well as discrepancies in the quantity or assortment of the goods, should be submitted within 1 business day from the receipt of the shipment.
We would like to remind you that 'VILANA' products are natural, handmade cosmetics, so minor variations in consistency may occur. Since we use only natural ingredients, the colour and scent of cosmetic products from different batches may slightly vary depending on the ingredients received from our suppliers. These variations do not affect the efficacy of the cosmetic product and are not considered a quality defect.
Returns and Exchanges Procedure
To return or exchange an item, it must be securely packaged. Please ensure that the item is properly protected from damage, breakage, spillage, or any other form of harm.
Please send the return shipment to the following address:
MB 'VIENBI', Savanorių pr. 141, Kaunas, LT-44145, Lithuania
