Returns policy

1. General provisions

1.1 Returns shall be made in accordance with:

• Civil Code of the Republic of Lithuania;
• Resolution of the Government of the Republic of Lithuania „On Approval of Retail Trade Rules“;
• the European Union Consumer Rights Directive.

1.2.The Buyer, having concluded a distance contract (having purchased the goods online), shall have the right to withdraw from the contract within 14 (fourteen) calendar days from the date of receipt of the goods, without giving any reason.

1.3. The right of return does not apply:

• goods made to the Buyer's individual order or expressly tailored to the Buyer's specific needs;
• gift vouchers (not redeemable for cash, but can be used to purchase goods during their validity period).

1.4 The Seller shall ensure that all return procedures are carried out in compliance with applicable consumer protection requirements.

2. Conditions for the return of goods

2.1. When returning a product, please:

• return the product with its original packaging, all components and labels;
• do not use the product or handle it more than necessary to establish its nature, characteristics and functioning, as you would be able to do in a physical store;
• for example, do not unwind, separate or use yarn;
• provide proof of purchase (an invoice or another document confirming the purchase).

If the product has been used or otherwise altered, is incomplete, or its packaging or labels are damaged, any actual reduction in its value may be assessed proportionately. Damage to the packaging or a label alone does not automatically remove the right to withdraw from the contract – the actual condition of the product and any reduction in value are assessed in each case.

2.2. If the product was sold as a set (e.g. a multi-item set, matching balls of yarn, etc.), it must be returned complete. Individual parts of the set cannot be returned.

2.3. The right to withdraw from a distance contract does not apply if:

• the goods are made to the Buyer's individual order or are expressly tailored to the Buyer's needs;
• the returned item is a gift voucher, which is not refundable or redeemable for cash.

2.4 Any gifts or extras given during promotions or special offers must be returned with the main product.

3. Returns procedure

3.1 The Buyer wishing to return the goods must inform the Seller within 14 (fourteen) calendar days from the date of receipt of the goods.

3.2. You may notify us of your decision to withdraw from a distance contract by completing the withdrawal form or by sending a clear statement to [email protected]. Provide your order number or other information sufficient to identify the order and a contact email address. You do not have to give a reason for the return.
3.3. When we receive an electronic withdrawal notice, we will promptly send an acknowledgment by email. We will also provide instructions for returning the goods.

3.4 Returned goods must be properly packaged to avoid damage during transport. The Buyer is responsible for the proper packaging of the goods.

3.5. After giving notice of withdrawal, buyers must send or hand over the goods within 14 days of submitting the notice. Send the goods to: MB Siūlų bangos, Vasario 16-osios g. 45, 96119 Gargždai, Lietuva, tel. +370 671 88444. If sending the goods to a parcel locker, choose an Omniva, Unisend, DPD or Venipak locker at this address as the destination. Enter MB Siūlų bangos as the recipient and +370 671 88444 as the phone number. You may choose a suitable shipping method; keep proof of dispatch. If the return is due to our error or the goods are faulty, please contact us first to arrange the return method.

4. Costs of returning goods and refunds

4.1 If the Buyer returns a good quality product, all direct costs of returning the goods (shipping, packaging, etc.) shall be borne by the Buyer.

4.2 In the event that the goods are returned due to faulty quality, non-conformity with the order or other errors of the Seller, all costs of return and replacement shall be borne by the Seller.

4.3. We refund the amount actually paid for the returned goods, taking any discounts into account.

4.4. If you withdraw from the entire order, we also refund the cost of the least expensive standard delivery option we offered. If you chose a more expensive delivery method, the additional cost is not refunded. When only part of an order is returned, delivery costs are assessed according to the circumstances of that order and the applicable offer terms.
4.5. We issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice. Unless we offered to collect the goods ourselves, we may withhold the refund until we receive the returned goods or you provide proof of dispatch, whichever occurs first.
4.6 Refunds shall be made by the same method of payment used by the Buyer, unless the Buyer expressly agrees to a different method of refund.

5. Uncollected parcels

5.1 If the Buyer fails to collect the Parcel from the post office, courier or other means of delivery within the time limit, the Parcel shall be returned to the Seller.

5.2:

• all return shipping costs shall be borne by the Buyer;
• if the Buyer wishes to have the same parcel re-sent, the Buyer must pay the additional delivery costs before the item is re-sent.

5.3 If the Buyer does not collect the shipment and does not request re-shipment, the Seller shall be entitled to treat the order as cancelled. In this case, the Buyer shall be refunded only the amount paid for the Goods, less the return costs.

6. Gifts and additional accessories

6.1 If the Customer has been given a gift, an add-on or any other additional item in addition to the purchased item, it must be returned together with the main returned item.

6.2 If the gift or accessory is not returned, the Seller shall be entitled to deduct the value of the gift or accessory from the amount returned.

6.3. Failure to return a gift or accessory, or a reduction in its value, does not in itself remove the right to withdraw from the contract for the main product. Any adjustment relating to the gift is assessed separately, taking into account the specific promotion terms and applicable law.

7. Exceptions

7.1. The right to withdraw from a distance contract is excluded only in cases laid down by law. Examples may include goods made to the buyer’s specifications or clearly personalised; newspapers, periodicals and magazines (except subscription contracts); and sealed goods unsuitable for return for health protection or hygiene reasons if unsealed after delivery. A product being a book, or damage to its ordinary packaging, does not by itself remove the right of withdrawal.
7.2 Goods made to the Buyer's individual order or expressly tailored to the Buyer's specific needs shall not be returned.

7.3 Gift vouchers are not refundable or redeemable for cash, but may be used for the purchase of goods during their validity period.

7.4. A preorder label alone does not remove the right to withdraw from a distance contract. Goods made individually to the buyer’s specifications may fall under a statutory exception.

8. Liability and dispute resolution

8.1 The Seller shall not be liable for any defects in the Goods caused by the Buyer's improper use, storage or transport of the Goods when the Goods have been returned improperly packed.

8.2 In the event of damage to the goods caused by the fault of the delivery service, the liability for the damage shall be borne by the delivery service provider in accordance with the applicable legislation.

8.3 These Rules shall form an integral part of the contract of sale and shall be binding on both parties from the moment of placing the order.

Return an item and withdraw from the contract

To exercise your right to withdraw from a distance contract, open the withdrawal form. You do not need to state a reason for the return. After submitting your request, you will receive confirmation by email.