Buyer Protection

Buyer Protection sets out the inspection, dispute, return and refund process for eligible platform transactions.

**Translation notice.** This English text is provided for convenience. Where interpretation differs, the Lithuanian version prevails, except where mandatory law requires otherwise.

1. When protection applies

Protection applies only to eligible transactions completed through the platform’s order and payment flow and where the buyer complies with the stated deadlines. Off-platform payments and arrangements are not covered.

2. Importance of seller status

Consumer rights differ depending on whether the seller is a business or a private individual. Mandatory consumer rights against a business seller remain available in addition to platform protection. Buying from a private seller generally does not create a statutory 14-day withdrawal right.

3. What protection covers

Protection may apply where:

• the item is not delivered;
• the item received is materially different from the listing;
• a different item or materially incomplete set is delivered;
• undisclosed significant damage or defect is present;
• the item is counterfeit, prohibited or unlawfully sold;
• carrier or transaction evidence supports a delivery-related claim.

Minor cosmetic differences, normal wear clearly visible or described, and compatibility assumptions not supported by the listing may not qualify.

4. What protection generally does not cover

Protection generally does not cover buyer’s remorse, incorrect self-selection, defects disclosed before purchase, normal wear consistent with the listing, damage caused after delivery, improper installation or use, unauthorised modification, or claims made after the deadline without a justified reason.

5. Inspection period

The standard inspection period is 48 hours from recorded delivery unless the order states otherwise. The buyer should inspect the item promptly and must not install, dismantle or materially alter it beyond what is reasonably necessary to verify the claim.

If no problem is reported within the period, or the buyer confirms satisfaction, the transaction may be completed and funds released.

6. How to open a dispute

The buyer must use the order page or Help Centre, select the relevant reason and provide a clear description and evidence. Evidence may include photographs of the parcel, label, packaging, item, codes, defects and received contents. The buyer should preserve all packaging until the case is resolved.

7. Seller response

The seller must respond within the stated deadline and may provide pre-dispatch photographs, listing data, codes, measurements, packaging evidence and carrier information. Failure to respond may allow the platform to decide on the available evidence.

8. Possible outcomes

Depending on the facts and applicable law, the outcome may include rejection of the claim, partial refund, return for a full refund, replacement by agreement, reimbursement of eligible delivery costs, or another proportionate solution.

9. Returning an item

Where a return is approved, the buyer must follow the provided instructions, use the required label and send the item within the deadline. The returned item must include the same components and be in the condition received, allowing only reasonable inspection. Inadequate packaging or unauthorised alteration may affect the outcome.

10. Refunds

Refunds are processed after the required evidence, return or carrier confirmation is received. Timing depends on the payment provider and the original payment method. Platform service and delivery fees are refunded only where required by the decision or applicable law.

11. Abuse

False claims, altered evidence, substitution of an item, intentional damage, repeated bad-faith disputes or attempts to obtain both the item and a refund are prohibited. Abuse may lead to rejection, account restrictions and referral to competent authorities.

12. Review of a decision

A user may request review through the Help Centre and should provide new or previously unavailable relevant evidence. Review does not suspend mandatory legal rights or the right to use a competent dispute-resolution body or court.

13. Support

Questions and disputes should be submitted through the order page or Help Centre. Include the order number and all relevant evidence.