Refund policy

Product Returns and Exchanges

Products purchased online can be returned within 14 (fourteen) days from the date of delivery, in accordance with the laws of the Republic of Lithuania and the European Union consumer protection regulations.

When returning products, the following conditions must be met:

• The product must be in its original, undamaged packaging, with labels and protective seals intact;
• The product must not be damaged by the buyer;
• The product must be unused and retain its original appearance (labels, protective seals, and other components must be intact);
• Products that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons will not be accepted for return;
• The product must be returned in its full original set, including any gifts provided with the purchase.

If all of these conditions are met, please complete the return request form and send it via email to info@rutaruta.lt. The return form is available on our website in the "Return Form" section.

Once we receive your request, we will contact you within 2 business days to confirm the return conditions and procedure. The cost of returning the products is covered by the buyer, unless the product is of poor quality or delivered incorrectly.

Upon receiving the product and confirming that it meets the return conditions, we will refund the money to your specified bank account within 3 business days. Shipping costs will not be refunded if the product was not collected or could not be delivered due to the buyer’s error.

Return of Defective Products If the product is of poor quality, it can be exchanged for a quality product or returned in accordance with Articles 6.228(10), 6.228(11), 6.363 and 6.364 of the Civil Code of the Republic of Lithuania. The seller is not responsible for deterioration in the quality of the product if the buyer did not follow the usage, storage, or transportation instructions.

Product Returns and Exchanges for International Customers

Products purchased online can be returned within 30 (thirty) days from the date of delivery, in accordance with the laws of the Republic of Lithuania and European Union consumer protection regulations.

When returning products, the following conditions must be met:

• The product must be in its original, undamaged packaging, with labels and protective seals intact;
• The product must not be damaged by the buyer;
• The product must be unused and retain its original appearance (labels, protective seals, and other components must be intact);
• Products that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons will not be accepted for return;
• The product must be returned in its full original set, including any gifts provided with the purchase.

International Return Process

For customers outside of Lithuania, the return period is extended to 30 (thirty) days from the date of delivery to account for potential shipping delays. Please complete the return request form and send it via email to info@rutaruta.lt. The return form is available on our website in the "Return Form" section.

The cost of returning the products is covered by the buyer, unless the product is of poor quality or delivered incorrectly. In such cases, we will cover the return shipping costs. Refunds for international returns will be processed within 3 business days after the product has been received and inspected. Please allow additional time for international shipping.

Customs and Duties

Please note that international customers are responsible for any customs fees, duties, or taxes that may apply to the return shipment. Ensure that the return shipment is marked as 'returned goods' to avoid additional charges.

Return of Defective Products

If the product is of poor quality, it can be exchanged for a quality product or returned in accordance with Articles 6.363 and 6.364 of the Civil Code of the Republic of Lithuania and EU consumer protection regulations, including Directive 2011/83/EU on consumer rights.The seller is not responsible for deterioration in the quality of the product if the buyer did not follow the usage, storage, or transportation instructions.