Return and refund policy

PRODUCT RETURNS

You can return goods within 30 days. If 30 days have passed since the date of purchase, we will not be able to accept returned goods from you or exchange them for others. You can only return the item in the condition you received it - it must be unused and unopened. Some types of goods cannot be returned.

Other non-returnable items:

  • Gift vouchers,

  • Downloadable products,

  • Newspapers, magazines, books

     

To return goods, you must provide proof of purchase. Sometimes only a partial refund may be issued (if applicable). Any item not in its original condition due to no fault of ours, with damaged or missing parts. Any item purchased more than 30 days ago.

REFUNDS (if applicable)

Once we receive and inspect your items, we will send you an email notification that we have received the item. We will also inform you whether we will refund the money or not. If we confirm that the money will be refunded, we will process the payment within a few days (but no later than 14 days) and return the money (including the shipping costs you paid for the item) using the same payment method you used for the purchase.

DELAYED OR MISSING REFUNDS (If applicable)

If you still haven't received your refund, first check your bank account again. Then contact your card issuer; it may take some time for the funds to be credited to your account. Then contact your bank. It often also takes some time for funds to be credited to your account. If you've done all this and still haven't received your money, please contact us by email at: info@kepsnines.lt

SALE ITEMS (If applicable)

Only full-priced items can be returned. Refunds are not issued for items purchased during a sale.

EXCHANGES (If applicable)

We only exchange defective or damaged items. If you wish to exchange an item for the same one, please contact us by email at info@kepsnines.lt.

A buyer who believes their rights have been violated must contact the Seller in writing no later than three months from the date of the violation and state their claims. The Seller must examine the request free of charge within 14 days and provide a detailed, reasoned written response based on documents. If the problem cannot be resolved, the Buyer has the right to contact an out-of-court consumer dispute resolution body (State Consumer Rights Protection Authority, address Vilniaus g. 25, LT-01402 Vilnius, www.vvtat.lt) or a court.

• Out-of-court consumer disputes are resolved by the State Consumer Rights Protection Authority, located at Vilniaus g. 25, LT-01402 Vilnius, www.vvtat.lt.

• The buyer can submit requests or complaints regarding possible consumer rights violations on the electronic consumer dispute resolution platform http://ec.europa.eu/odr/.

Throughout the EU, the Seller must provide a legal guarantee of at least 2 years for goods sold. The quality guarantee period for component parts is the same as for the main product and begins to run concurrently with the quality guarantee period for the main product (Article 6.335, Section 5 of the Civil Code).

GIFTS

If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift voucher as compensation upon return. We will send you a gift voucher after receiving the item. If the purchased item was not marked as a gift, or if the purchased item was sent directly to the purchaser and they gave it to you as a gift, we will send compensation to the gift giver, and they will be informed of your return.

SHIPPING

To return goods, send them to: Big Green Egg Lietuva store, P.Lukšio g. 32 ('Domus galerija'), Vilnius 09108, Lithuania; tel.: +370 612 36344

You are responsible for the shipping costs of returned items. If you receive compensation, the postage amount will be deducted from it. The delivery time for exchanged items depends on your place of residence. If you are sending items costing more than 70 EUR, consider registered mail or parcel insurance. We cannot guarantee that we will receive your returned item.