Returns

Product Returns

Our services do not include direct return options. For warranty service, please deliver the product to the following address:
Tomo Žebrausko g. 7, Vilnius, Lithuania.
When returning a product, please include a copy of the purchase document. You may also specify the reason for the return.
Product returns are accepted during business hours:
Monday - Friday: 9:00 - 17:00.

Return and Exchange Policy

The return or exchange of products is governed by:

The Retail Trade Regulations approved by Government Resolution No. 697 of the Republic of Lithuania (June 11, 2001), with amendments from July 22, 2014, No. 738.
In accordance with Article 6.228, Sections 10 and 11 of the Civil Code, the return of goods purchased remotely or delivered to the consumer’s location is subject to the provisions set forth in these regulations.

Conditions for Returning a Product

To be eligible for return, the product must meet the following requirements:

The returned product must be in its original, undamaged packaging. (This requirement does not apply to products with a trial period or a trial warranty.)
The product must be packaged securely in the same manner as it was originally shipped, ensuring safe transportation. If you have any questions about proper packaging, contact us for guidance.
The product must not be damaged by the buyer.
The product must be unused (except for products with a trial period or trial warranty).
The product must retain its original appearance (except for products with a trial period or trial warranty).
The product must include all accessories and components (including gifts and additional items received with the product).
A proof of purchase (invoice or receipt) and warranty certificate (if issued) must be provided.

Warranty Does Not Cover

The warranty is void in the following cases:

Mechanical damage or signs of breakage.
Improper use of the product.
Defects caused by the buyer.
Tampered or missing serial number labels.
Repairs carried out by an unauthorized service center.
Damage due to environmental factors (storm, rain, etc.), force majeure events (fire, flood), or accidental external influences (power surges, etc.).
Liquid or foreign object intrusion into the device.
No proof of purchase (invoice or receipt is missing).
Use of non-original accessories or components.
Wearable parts (cables, connectors, batteries, holders, etc.).
Data stored on digital storage media.

(These exclusions are in accordance with Article 6.333, Section 3 of the Civil Code of the Republic of Lithuania.)

Warranty Claims & Refunds

If UAB Mitis determines that the product has a manufacturing defect within the warranty period, you have the right to:

Exchange the defective product for an identical replacement.
Request a full refund.

If the defect is repairable, you have the right to choose between:

Free repair of the product.
Replacement with a defect-free product.
A price reduction.
Cancellation of the purchase contract and a full refund.

For refunds or exchanges, the product must be returned with the original purchase document. If you choose repair, inform the store representative.

If a product of unsatisfactory quality is replaced with a new one during the warranty period, the original warranty period continues without extension.

Customer Complaint Process

If you believe your rights have been violated, you must submit a written complaint to the seller within three months of the incident.
The seller is required to respond within 14 days with a detailed, documented explanation.
If the issue cannot be resolved, you have the right to escalate your complaint to the State Consumer Rights Protection Authority (Vilniaus g. 25, LT-01402, Vilnius, www.vvtat.lt), or take legal action.

Product Return Address

Tomo Žebrausko g. 7, Vilnius, Lithuania, LT-14188

Right to Withdraw from a Distance Contract

Under Article 6.228(10) of the Civil Code, a consumer has the right to withdraw from a distance contract within 14 days without providing a reason, except in cases specified in Section 2 of the same article.

The 14-day withdrawal period begins:

From the date the consumer receives the product.
If multiple products were ordered separately, from the date the last item was received.
If the order includes multiple parts, from the date the last part was received.

Return & Shipping Costs

In compliance with legal requirements, the seller must reimburse the consumer for the full product price, including the original shipping cost.
The consumer is responsible for return shipping costs.

For Business Purchases

The buyer must inspect the product upon receipt for quantity, quality, and condition.
Under Article 6.228(11), Section 8 of the Civil Code, the buyer is responsible for any decrease in the product’s value due to improper handling.

According to Directive 2011/83/EU of the European Parliament, consumers have the right to withdraw from a purchase even after using the product beyond what is necessary to determine its characteristics. However, they are responsible for any reduction in the product’s value.

The seller is legally required to refund the payment within 14 days of confirming that the returned product is in acceptable condition. The product must be undamaged, free of defects, and match the original serial number.

Return Process

Product returns are accepted during business hours:
Monday - Friday: 9:00 - 17:00.
Return shipping must be arranged via courier or delivered in person.
When requesting a refund, you must submit a return request including order details:
- Order number, date, product code, price, and delivery date.
- Bank account details for the refund.
- If the refund is to be issued to another person’s bank account, a power of attorney from the buyer is required.

Consumer Rights Protection Authority

For consumer disputes, contact:

State Consumer Rights Protection Authority

Address: Vilniaus g. 25, LT-01402 Vilnius
Website: www.vvtat.lt
Email: tarnyba@vvtat.lt
Phone: +370 5 262 67 51
Fax: +370 5 279 1466
ODR Platform: http://ec.europa.eu/odr

If the reason for the return is product defect, the seller will cover all return shipping costs and replace the defective product at no charge or issue a full refund.