Returns and refunds policy

1. Returns policy

14-day period

Non-personalized products may be returned within 14 days of receipt.

Condition of the product

The product must be unused, undamaged, in its original packaging and accompanied by proof of purchase.

Before sending a product back, contact us by email first. Products sent without prior approval may not be accepted.

2. Non-returnable products

Returns and exchanges are not available for the following products:

Personalized products

Products made from an uploaded photograph

Custom production that has already begun

Used or damaged products

Gift vouchers and gift cards

Sale products clearly marked as non-returnable

Personalized products cannot be returned because they are made specifically for you and cannot be resold to another customer.

3. Return conditions

Product

The product must be unused, undamaged and in its original packaging.

Documents

Proof of purchase or the order number must be provided.

Deadline

A return request must be submitted within 14 days of receiving the product.

Approval

Send the product only after receiving our approval and instructions.

4. Approved personalized design

If the buyer saw the generated design or product preview before payment, added the product to the cart and completed payment, the buyer is considered to have approved the selected design.

Such a product cannot be returned solely because the buyer changed their mind or because the final result differs slightly from the digital preview.

This provision does not apply if the product is defective, damaged or was produced incorrectly in relation to the approved order specifications due to our error.

5. How to start a return

1

Contact us by email: labas@sukurkmena.lt.

2

Provide your order number and the reason for the return.

3

Wait for our approval and further instructions.

4

After approval, send the product to the specified address.

The buyer pays the return shipping costs unless the product is defective, damaged or the wrong product was delivered due to our error.

6. Damaged, defective or incorrect products

Please inspect the shipment as soon as possible after receiving it. If the product is damaged or defective, or if you received the wrong product, contact us as soon as possible.

Order number

Photographs of the damaged packaging

Photographs of the product

A brief description of the problem

After assessing the situation, we will offer an appropriate solution: replacement, reproduction, a partial refund or a full refund.

7. Order cancellation

When can an order be cancelled?

An order may be cancelled only before production of the personalized product has begun or before the order has been dispatched.

When might cancellation no longer be possible?

If production has already begun or the product has been handed over for delivery, cancellation may no longer be possible.

8. Exchanges

If you wish to exchange an eligible product, contact us first. The fastest way to receive the desired product is to return the eligible product and place a new order.

Personalized products are generally not exchangeable unless the product is defective or the error was our fault.

9. The 14-day right of withdrawal in the European Union

Under EU consumer protection rules, consumers generally have the right to withdraw from a distance purchase contract within 14 days of receiving the product.

This right does not apply to products made to the consumer’s specifications or clearly personalized for the consumer.

10. Refunds

1 Product inspection

After receiving and inspecting the returned product, we will notify you of our decision.

10 business days Refund

If the return is approved, the money will be refunded to the original payment method.

15 business days If you have not received the money

If more than 15 business days have passed, contact us.

11. Refund of delivery costs

Delivery costs are generally non-refundable unless the product was defective or damaged, or you received the wrong product due to our error.

If you return a product for personal reasons, the buyer is responsible for return shipping costs.