Refund policy

Effective date: 2026-09-14 This policy distinguishes between two different rights:

1. the Consumer's right to withdraw from a distance contract for goods of proper quality within 14 days without giving any reason;
2. rights where the goods are defective, damaged, incorrect or do not conform to the contract.

„Consumer“ – a natural person buying for purposes unrelated to their business, trade, craft or profession.

1. 14-day right to withdraw from a distance contract

The Consumer has the right to withdraw from a distance sales contract within 14 days without giving any reason, except for the exceptions provided by law.

The period is counted from the day on which the Consumer or a person designated by them, other than the carrier, receives the goods. If goods ordered in a single order are delivered separately – from receipt of the last item; if goods are delivered in several batches or parts – from receipt of the last batch or part.

Before the 14-day period expires, the Consumer must clearly communicate their decision in one of the following ways:

• send a clear statement by email to labas@indri.lt;
• submit the model withdrawal form;
• notify MB „Indrilt“ in any other clear and verifiable way.

In the statement, we recommend including your name, contact details, order number, the goods received and being returned, and the date of the statement. Giving a reason is not required. When an online function is used, we will confirm receipt of the statement by email or other durable medium without undue delay.

2. Sending back the goods

After notifying us of withdrawal from the contract, the Consumer must send back or hand over the goods without delay and no later than within 14 days:

Return address: before sending the goods, please contact us by email at labas@indri.lt. We will send you the return address, recipient and parcel preparation instructions applicable to your specific order. Do not send goods to the public „WePack“ address without our written confirmation.

Before sending, please contact labas@indri.lt to receive practical instructions for labeling the parcel. A prior authorization number may not be a condition for exercising a statutory right if the Consumer has notified withdrawal clearly and on time.

The Consumer bears the direct costs of returning goods of proper quality, unless the Seller agrees to bear them or did not properly inform the Consumer of this obligation before the contract was concluded. We recommend using a tracked shipment and packing the goods securely. The time the parcel is received is not a condition for meeting the deadline, provided it is sent within the set period.

3. Condition of the goods and diminished value

The Consumer may inspect and test the goods only to the extent that would reasonably be possible in a physical store to establish their nature, characteristics and functioning. The Consumer is liable only for any diminished value resulting from handling beyond what is necessary for such an inspection.

The original packaging is not in itself an absolute condition for the right of withdrawal, but damage to it or its absence may be taken into account when determining the actual diminished value of the goods. Please return all accessories, instructions and gifts that were part of the contract.

Do not open or use cosmetic, nail care or chemical products if you wish to return them because you have changed your mind and their protective seal relates to health protection or hygiene. The mere classification of a product as a cosmetic does not automatically remove the right of withdrawal – the specific product, its seal and its suitability for safe resale are assessed.

4. Exceptions to the right of withdrawal

The 14-day right to withdraw from the contract without giving a reason does not apply only in cases provided for by law. Exceptions that may be relevant to the Store:

• goods made to the Consumer's individual choice or specifications or clearly personalized for them;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
• goods which, after delivery, are by their nature inseparably mixed with other items;
• sealed audio or video recordings or computer software, if the packaging was opened after delivery;
• digital content not supplied on a tangible medium, where its supply has begun with the Consumer's express prior consent and acknowledgment that they thereby lose the right of withdrawal, and the confirmation required by law has been provided.

An exception is interpreted narrowly and applies only if all the conditions set out in legislation are met for the specific product. A promotion, sale or discount is not in itself a reason to refuse to accept the return of goods of proper quality purchased online.

5. Refunds after withdrawal

No later than 14 days after receiving notice of withdrawal, we will refund all amounts received under the withdrawn contract, including the standard delivery price. If the Consumer chose a more expensive delivery method than the least expensive standard delivery we offer, we are not required to refund the additional difference in price.

We may withhold the refund until we have received the goods back or the Consumer has supplied proof of having sent them, whichever is earlier, unless we collect the goods ourselves.

Refunds are made using the same payment method used for the original payment, unless the Consumer expressly agrees to another method and does not incur any fees as a result. The actual time for the funds to be credited after we initiate the refund may depend on the internal procedures of the bank or payment service provider.

If only part of the order is returned, the standard delivery price is refunded only to the extent that the partial return would reduce it under the applicable pricing and legal rules. If the delivery price for the order would have been the same without the returned product, it is usually not refunded.

6. Defective, damaged or incorrect goods

If you have received damaged, incorrect or incomplete goods or goods that do not conform to the contract, contact us as soon as possible, and for the Consumer guarantee – within the applicable statutory period:

• by email at labas@indri.lt;
• by phone at +370 654 09557.

Please provide your name, order number, the product, the defect, when it was noticed, your preferred remedy and attach any available evidence. You can prove your purchase with the order confirmation, an invoice, a bank statement or another reliable document; the absence of the original receipt alone should not in itself remove your legal rights.

The Seller is liable to the Consumer for any lack of conformity of the goods in accordance with the procedure established by law. The Consumer's statutory rights regarding lack of conformity apply for the period set by law and are not limited by this policy. The manufacturer's commercial guarantee does not reduce these rights.

Under the conditions set out by law, the Consumer may choose to have the goods repaired or replaced free of charge, unless the chosen remedy is impossible or would impose disproportionate costs. The Seller does this free of charge, within a reasonable time and without significant inconvenience. If the goods cannot be repaired or replaced, the defect recurs or is sufficiently serious, the Consumer may, in cases provided for by law, demand a proportionate price reduction or terminate the contract. The contract is not terminated for a minor defect.

Where, under the rules applicable from 2026-07-31, goods are repaired to bring them into conformity, the Seller's liability period is extended once by one year. Before the repair, we will provide the mandatory information about the right to choose between repair and replacement and the possible extension of the period.

Reasonable costs of returning, repairing and redelivering defective, damaged or incorrectly delivered goods are borne by the Seller. Before sending, please agree on a safe and suitable method, especially if the product is a liquid, chemical mixture, aerosol or is otherwise restricted by carrier rules.

7. Handling of claims and disputes

We will examine a Consumer's request free of charge and, no later than 14 calendar days after receiving it, provide a detailed, reasoned written response supported by documents. If the request is rejected or only partially granted, we will indicate the competent out-of-court consumer dispute resolution body.

If you are not satisfied with the response or do not receive one within 14 days, you may apply to the State Consumer Rights Protection Authority via VTIS or following the VVTAT request submission procedure. You must first contact the Seller in writing.

8. Seller and returns contacts

• MB „Indrilt“, company code 307675117;
• registered office: Raudondvario pl. 231, LT-47166 Kaunas, Lithuania;
• the return address is provided in individual instructions after you contact us by email;
• email: labas@indri.lt;
• tel. +370 654 09557.