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1. The following Return Policy and Warranty Terms and Conditions (hereinafter referred to as the “Terms and Conditions”) shall govern the rights and obligations of buyers who have purchased goods sold by UAB BIOGAMI (hereinafter referred to as the “Company”) and who, for certain reasons, wish to return the goods, also the terms and conditions for returns/exchange, and the terms and conditions of the warranty.
2. TThe Rules shall apply to Buyers who have purchased goods in the online shop https://test.mamuko.lt/.
3. The Rules are drawn up in accordance with the Civil Code of the Republic of Lithuania (Valstybės žinios, 2000-09-06, No. 74-2262), the Regulations of the State Food and Veterinary Service, and other legal documents regulating the activities of the Company.
4. The Seller has the right to change/update these Rules at any time. The Buyer may consult the amendments in the online shop https://test.mamuko.lt/.
5. The Buyer, a natural person (consumer), may, at any time within 14 days from the moment of receipt of the goods, withdraw from the Sale and Purchase Agreement entered into in the online shop without giving any reason, and return the goods purchased to the Seller.
6. In order to withdraw from the Agreement, the Buyer must provide the Seller with a duly completed sample withdrawal form or a clear statement setting out the Buyer’s decision to withdraw from the Agreement. The withdrawal form can be found in Annex 1 to these Terms and Conditions.
7. When returning the goods, the Buyer must provide the Seller with proof of purchase – a VAT invoice.
8. Quality goods to be returned must be:
8.1. Unused;
8.2. Undamaged;
8.3. In the original neat packaging (damage to the packaging does not include opening the package to inspect the goods);
8.4. Complete (if an item is combined with other items in one set).
9. The Seller shall have the right to refuse to accept the returned goods if they do not comply with the conditions set out in Clauses 8.1 to 8.4 of these Terms and Conditions.
10. The costs of returning the goods shall be borne by the Buyer..
11. Upon receipt of the returned goods and after assessing their condition (quality), the Seller shall refund the amount paid for the goods to the Buyer within 14 days at the latest and shall reimburse the costs of delivery. The amount paid shall be refunded to the Buyer using the same method by which the Buyer paid for the goods.
12. Withdrawal and return of goods do not apply to Agreements in respect of the following:
12.1. Goods made to the consumer’s specific instructions, which are not pre-produced and which are made according to the consumer’s personal choice or instruction, or goods that are expressly tailored to the consumer’s personal needs;
12.2. Perishable goods or goods that have a short shelf life;
12.3. Packaged goods that have been unpacked after delivery and are not suitable for return due to health protection or hygiene reasons;
12.4. Goods which, because of their nature, become indistinguishably mixed with other goods after delivery.
13. The right to withdraw from a remotely concluded agreement within 14 days without giving a reason does not apply to legal persons.
14. The Buyer shall have the right to lodge a complaint with the Seller about damaged goods by submitting to the Seller a claim in the prescribed form (Annex No.2 to these Terms and Conditions) and a document confirming the purchase of the goods – VAT invoice.
15. Prašymas gali būti pateikiamas tiesiogiai Pardavėjui Prekybos patalpose arba elektroniniu paštu sales@biogami.lt.The claim may be submitted directly to the Seller at the Seller’s premises or by email to sales@biogami.lt.
16. When submitting the claim, the Buyer must include the following:
16.1. General information:
16.1.1. The Buyer’s details: name, address, telephone number, method of payment for the goods (if a refund is requested);
16.1.2. Information about the product: product name, quantity;
16.1.3. Order details: order number, VAT invoice number, date of receipt;
16.1.4. Details about the nature of the damage to the product.
16.2. A request to the Seller, which may include:
16.2.1. Replacement of the item, or
16.2.2. A refund of the money paid for the Goods.
17. The Buyer must, no later than 14 days after the submission of the claim, return to the Seller the goods for which a replacement or refund is requested.
18. Upon receipt of the Buyer’s claim, the Seller shall assess its reasonableness and shall replace the faulty product with a quality product or refund the Buyer’s money paid for the product within 14 days at the latest.
19. Where goods are delivered to an address specified by the Buyer, the Buyer must inspect the packaging of the goods together with the courier at the time of delivery and assess whether the packaging is undamaged.
20. Should the Buyer notice any damage to the packaging, the Buyer shall note this on the delivery note. The Buyer together with the courier shall inspect the goods in the package and, in the event of damage to the goods, the Buyer shall not accept the goods and the courier shall return the goods to the Seller. The Seller shall send to the Buyer, within 14 days at the latest, goods similar to those ordered by the Buyer.
20.1. In the event where the Seller does not have the goods in stock and their delivery to the Buyer may take longer than 14 days, the Seller shall contact the Buyer and agree on a new delivery date. If the Buyer does not agree to the new delivery date, the Seller shall refund the money paid for the goods.
21. If the Buyer accepts the goods and signs the delivery note, the goods shall be deemed to have been delivered in good quality and undamaged.
22. A Buyer who believes that he/she has received food items of inadequate quality (including food items that do not comply with safety, quality, labelling, product information, and other mandatory requirements) shall submit a claim to the Seller in the prescribed form (Annex 2 to these Terms and Conditions). The claim can be submitted by email to sales@biogami.lt.
23. Together with the claim, the Buyer must submit a VAT invoice confirming the purchase of the goods and specify the defects of the goods.
24. Upon receipt of the Buyer’s claim, the Seller shall evaluate the information provided therein and:
24.1. Replaces the defective item with an item of suitable quality; or
24.2. refund the money paid for the goods to the Buyer within 14 days at the latest.
25. The Buyer may also contact the State Food and Veterinary Service (toll free at +370 800 40 403) or report poor quality food products by completing the questionnaire available at: https://vmvt.lt/maisto-sauga/kontrole/praneskite-apie-nekokybiskus-maisto-produktus.
