This Refund Policy applies to goods purchased through the online store www.chaichai.lt. Goods purchased at physical retail locations may be subject to a different return policy.

1. Returns Within 14 Days

1.1. A Buyer who is a consumer has the right to withdraw from a distance sales contract within 14 calendar days from the date on which the goods are received, without giving any reason, except where statutory exceptions apply.

1.2. To exercise the right of withdrawal, the Buyer must clearly inform the Seller of their decision within the applicable period by email at info@chaichai.lt.

1.3. The Buyer is requested to provide their full name, order number, details of the product or products being returned, and any other information necessary to identify the order.

1.4. After informing the Seller of the decision to withdraw from the contract, the Buyer must send or return the goods to the Seller no later than 14 days from the date on which the notice of withdrawal was submitted.

1.5. We recommend returning goods using a shipping method that provides tracking and proof of dispatch.

1.6. The Buyer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

2. Which Goods Are Excluded From the 14-Day Right of Withdrawal?

2.1. The right to withdraw from a distance sales contract does not apply where an exception is provided for by applicable law.

2.2. The 14-day right of withdrawal may, among other cases, not apply to:

• goods that are liable to deteriorate or expire rapidly;
• sealed goods which have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons;
• goods made to the Buyer’s specifications or clearly personalised;
• other cases provided for by applicable law.

2.3. The possibility of returning tea, spices, confectionery and other food products is assessed according to the nature and condition of the specific product and any statutory exceptions applicable to it. The fact that a product is a food product does not in itself automatically exclude the consumer’s 14-day right of withdrawal.

3. Conditions for Returning Goods of Satisfactory Quality

3.1. When exercising the 14-day right of withdrawal, the Buyer must package the returned goods appropriately to prevent damage during transportation.

3.2. Where possible, we recommend returning the product in its original packaging together with all components and accessories supplied with it.

3.3. The absence of the original packaging does not in itself affect the Buyer’s right of withdrawal, except where a statutory exception to the right of return applies as a result of the product being unsealed.

3.4. The Buyer has the right to inspect and assess the goods to the extent that would normally be possible in a physical store. If the goods have been handled or used beyond what is necessary to establish their nature, characteristics and functioning, the Buyer may be responsible for any resulting diminished value.

4. Defective, Damaged or Incorrect Goods

4.1. If the Buyer receives a defective or damaged product, a product different from the one ordered, or if any products are missing from the order, please contact us as soon as possible at info@chaichai.lt.

4.2. When contacting us, we recommend providing the order number, a brief description of the issue and, where possible, photographs or a video of the product and/or shipment. Failure to provide photographs does not in itself affect the Buyer’s right to make a valid claim regarding defective goods.

4.3. In the case of defective goods, the Buyer has the right to exercise the consumer rights and remedies provided by the laws of the Republic of Lithuania.

4.4. If the Buyer receives a product different from the one ordered, the Seller shall replace it with the correct product or, if replacement is not possible, refund the amount paid for it.

4.5. Where defective, damaged or incorrectly delivered goods are returned and the Buyer’s claim is justified, reasonable costs associated with returning or replacing the goods shall be covered by the Seller.

5. How to Return a Product

5.1. Before returning a product, please contact us at info@chaichai.lt.

5.2. Once we receive the Buyer’s request, we will provide the information required to return the product.

5.3. Returned goods must be appropriately packaged to prevent damage during transportation.

5.4. Where goods of satisfactory quality are returned under the 14-day right of withdrawal, the direct cost of returning the goods shall be borne by the Buyer, provided that the Buyer was properly informed of this before the purchase, unless otherwise agreed with the Seller.

5.5. Where defective, damaged or incorrectly delivered goods are returned and the Buyer’s claim is justified, reasonable return costs shall be covered by the Seller.

6. Refunds

6.1. Where the Buyer lawfully withdraws from a distance sales contract, the Seller shall refund the amount paid for the goods and any initial delivery costs required to be refunded by law no later than 14 days from the date on which the Seller was informed of the Buyer’s decision to withdraw from the contract.

6.2. The Seller may withhold the refund until the goods have been returned or until the Buyer provides evidence that the goods have been sent back, whichever occurs first.

6.3. If the Buyer selected a more expensive delivery method than the least expensive standard delivery option offered by the Seller, the additional delivery costs do not have to be refunded.

6.4. Refunds are made using the same payment method used by the Buyer for the original transaction, unless the Buyer and the Seller expressly agree otherwise.

6.5. If a product was purchased at a discount, the amount actually paid for that product shall be refunded.

6.6. If a product was paid for in full or in part using a gift voucher, the portion paid using the gift voucher shall be refunded in the same form or by restoring the corresponding voucher value. Any portion paid using another payment method shall be refunded using the corresponding payment method, to the extent permitted by the payment system used.

7. Subscription Cancellations and Refunds

7.1. Chai Chai subscriptions may be purchased for periods of 1, 3, 6 or 12 months. The full amount for the selected subscription period is paid in advance.

7.2. At the end of the selected subscription period, the subscription does not renew automatically. To continue the subscription, the Buyer must purchase a new subscription.

7.3. If fulfilment of the subscription has not yet begun and the first subscription box has not been dispatched, the Buyer may contact the Seller at info@chaichai.lt to cancel the subscription.

7.4. If fulfilment of the subscription has already begun, the Buyer may request cancellation of future subscription boxes that have not yet been dispatched. In such a case, the amount paid for the undispatched boxes shall be refunded proportionally based on the actual price paid for the subscription.

7.5. If a discount was applied to a longer subscription period, the refund for the remaining subscription period shall be calculated based on the actual total price paid for the subscription.

7.6. Subscription boxes that have already been dispatched or delivered are subject to the return conditions set out in this Refund Policy and to any applicable statutory exceptions.

7.7. The consumer’s right to withdraw from a contract for the regular delivery of goods and the applicable withdrawal period are determined in accordance with applicable law. Where the 14-day right of withdrawal applies, the period is calculated from the date on which the first delivery is received.

7.8. If a product received in a subscription box is defective, damaged or does not correspond to its description, the Buyer may contact us at info@chaichai.lt, and the statutory consumer rights applicable to defective goods shall apply.

8. Contact Details

For any questions regarding returns, exchanges, defective goods or refunds, please contact:

UAB “Skoningai dienai”
Company registration number: 304917387
Registered address: Zarasų g. 3-1, LT-01205 Vilnius, Lithuania
Email: info@chaichai.lt