Returns and Warranty

Product returns and exchanges are carried out in accordance with the Government Resolution No. 679 of the Republic of Lithuania of June 11, 2001, "On Approval of Retail Trade Rules" in the wording of the Resolution No. 738 of July 22, 2014.

If you purchased a product or service online or in any other way not in the store (by phone, mail), you also have the right to terminate the contract and return the order within 14 days by notifying the seller in writing within 14 days from the delivery or receipt of the goods. The cost of returning the goods shall be borne by the buyer.

Goods can be returned at "Elstila" stores in Vilnius, Kaunas, and Klaipėda.

Upon receiving the returned product and assessing its quality, the seller refunds the buyer for the product and its delivery costs within 14 days from the receipt of a written notice of withdrawal from the purchase and sale agreement. If only part of the purchased goods is returned, the delivery costs are not refunded. Products that have been specially prepared at the buyer's request (ordered on special order), measured, cut, trimmed, or similar, are not accepted for return.

The product must be returned in its original packaging. When returning, it is necessary to provide the VAT invoice received together with the shipment or any other document confirming the purchase of the product from the seller, the order number.

The quality guarantee provided by the seller does not limit or restrict the rights of the buyer (consumer) established by legal acts in case of acquiring a product or service of inadequate quality.

We are happy to answer all your questions via email


Damage to the Shipment

Check the quality of the shipments delivered to your home in the presence of the courier. If you notice that it is damaged:

  • inform the courier who delivered the goods;
  • mark in the shipment delivery document that the package is damaged and fill out the Package Damage (Inspection) Report together with the courier;
  • check the goods inside the packages and if they are damaged, document the damages with photos. Photos will be required for the product return procedure;
  • if the package is intact, there is no need to check the goods with the courier. If you accept the shipment and sign the documents, it is considered that the shipment has been delivered properly.