Returns and Complaints

1. Seller and scope

This Policy applies to goods purchased from the Bonideco Website. It distinguishes statutory remedies for non-conforming goods, the Consumer’s 14-day withdrawal right, and the separate voluntary 365-day money-back guarantee where offered.

2. How to submit a request

Send a clear request on a durable medium to [email protected] or the postal address above. To speed up assessment, include the Order number, item/SKU, quantity, date received, reason, requested remedy and relevant photographs or video. Evidence is recommended but its absence does not automatically remove statutory rights.

Do not send goods to an unconfirmed address. Support will provide or confirm the return route appropriate to the size, origin and reason for return.

3. Transit damage, wrong or incomplete goods

Inspect the shipment promptly and report visible damage, missing parts, a wrong product or quantity as soon as reasonably possible. Preserve packaging and labels where practical. The Seller may arrange collection, request inspection, send missing parts, replace the item, reduce the price or refund, depending on the issue and the remedy required by law.

4. Defective or non-conforming goods

The Seller is liable to a Consumer for non-conformity existing at delivery and becoming apparent within two years, unless a longer mandatory period applies. A defect appearing within two years is presumed to have existed at delivery unless proved otherwise or incompatible with the nature of the goods or defect.

The Consumer may choose repair or replacement unless impossible or disproportionately costly. The remedy is free of charge, completed within a reasonable time and without significant inconvenience. A proportionate price reduction or termination may be available when repair or replacement is impossible, refused, unsuccessful, late, significantly inconvenient, or the defect is sufficiently serious. Termination is unavailable for a merely minor defect where the law so provides.

5. Statutory 14-day withdrawal

A Consumer may withdraw without giving a reason within 14 days after receipt by the Consumer or a nominated third party other than the carrier. For separately delivered goods, lots or pieces, the period runs from receipt of the last relevant delivery.

Send an unequivocal statement before the deadline. You may use this form:

Return the goods without undue delay and no later than 14 days after sending the notice. Unless the Seller offered collection, the Consumer bears the direct return cost. The Seller provides the direct cost or a reasonable estimate before purchase for goods that cannot normally be returned by post where required by law.

6. Refund following statutory withdrawal

The Seller reimburses all payments for the withdrawn goods, including the least expensive standard outbound delivery offered, without undue delay and within 14 days of notice. Reimbursement may be withheld until the goods are received or evidence of return is provided, whichever occurs first, unless the Seller offered collection.

The original payment method is used unless expressly agreed otherwise. Extra outbound cost caused by choosing a more expensive delivery method is not reimbursed. The Consumer is liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7. Withdrawal exceptions

The statutory right does not apply to legally excluded goods, including goods made to the Consumer’s specifications or clearly personalised; sealed goods unsuitable for return for health or hygiene reasons once unsealed; goods inseparably mixed after delivery; rapidly deteriorating or expiring goods; and other cases specified by mandatory law.

Exceptions are interpreted narrowly and do not remove remedies for defective or non-conforming goods.

8. Voluntary 365-day money-back guarantee

The voluntary 365-day return programme applies on the same conditions as the Lithuanian store. It is additional to statutory rights; the more favourable statutory withdrawal rules apply during the first 14 days.

From day 15 through day 365 all conditions must be met: the request is made by a Consumer, not a Business Buyer, within 365 days after receipt; the programme was explicitly offered for the purchased product; the goods have not been used, assembled, attempted to be assembled, installed, connected or put into operation; there is no damage or evidence of use, wear, stains, odours, scratches, moisture, temperature damage or improper storage; all parts, accessories, fasteners, instructions, documents and unused gifts or extras are retained; the original packaging is intact and suitable for safe transport, with seals or tape carefully removed only as necessary for inspection; labels, protective films and manufacturer markings not necessarily removed for inspection are intact; the goods and packaging can safely be transported and lawfully sold as new; and no statutory or clearly disclosed programme exclusion applies.

Photographs and reasonable information may be requested before collection; final acceptance follows receipt and inspection. Free one-time collection of eligible furniture and agreed large goods is offered only within Lithuania. For goods delivered to Poland, return method, address and costs follow the conditions disclosed before ordering or a separate agreement. Free collection in Poland is not included unless expressly stated otherwise.

Collection requires safe vehicle access and goods appropriately packed and ready at an accessible agreed point. Disassembly, packing, carrying from rooms or floors, specialist lifting, permits, parking and additional work are not included unless agreed in writing. Reasonable repeat-collection costs caused by unavailable buyers, unprepared goods, inaccurate details or unsafe access may be charged after advance notice.

From day 15 the programme refunds the price actually paid for the eligible goods. Original delivery, carrying, assembly, installation, financing, insurance and already performed services are not refunded unless expressly promised at purchase or required by mandatory law. A partial return of a set may be refused under the programme or a clearly disclosed bundle discount recalculated, without an arbitrary penalty or a deduction exceeding the benefit received. Retained unused gifts and extras must accompany the return.

Refunds are initiated after receipt and inspection, usually within five business days after inspection is complete, using the original payment method unless agreed otherwise. Bank and provider processing time varies. If programme conditions are not met, reasons are provided on a durable medium and return collection or another lawful solution is agreed. These conditions cannot be used to reject claims for transport damage, missing parts, incorrect contents or lack of conformity.

9. Return transport and packaging

Pack the goods appropriately for their nature, weight and transport. Follow the confirmed route and do not attach labels directly to retail packaging where avoidable. For bulky goods, support will coordinate an appropriate carrier or provide return instructions. A Consumer exercising statutory withdrawal bears the direct return cost unless the Seller agreed to bear it or failed to provide legally required cost information.

10. Business Buyers

The statutory consumer withdrawal right and consumer-specific remedies do not apply to Business Buyers unless mandatory law or a written agreement says otherwise. A Business Buyer must inspect goods within a reasonable time and notify apparent issues promptly. The voluntary guarantee applies only if its offer expressly includes Business Buyers.

11. Complaints and disputes

The Seller answers a Consumer’s written request within 14 days. If the response is unsatisfactory or absent, the Consumer may apply to VVTAT or another competent body and may bring a claim before a competent court.