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Returns

Last updated: 7 August 2026.

This policy applies to all purchases made in our shop www.christmas1.lt.

1. 14-day right of withdrawal (goods of satisfactory quality)

You have the right to withdraw from your purchase without giving a reason within 14 calendar days of receiving the goods. When returning goods of satisfactory quality:

  • Write to us by email at info@kaledos1.lt before sending the goods back (shipments sent without prior agreement are not accepted).
  • Provide your order number / proof of purchase.
  • The goods must be unused, with undamaged labels, in their original packaging, clean, and complete with all accessories and documents.

To inform us of your decision to withdraw from the contract, a clear statement by email is sufficient; you may also use the model withdrawal form provided in the annex to the Purchase Terms.

You must send or hand over the goods to us no later than 14 calendar days from the day on which you notified us of your withdrawal from the contract. The deadline is deemed to have been met if you dispatched the goods before the 14-day period expired.

In this case the buyer bears the cost of returning the goods. The initial delivery costs, if they were included in the price, are refunded together with the price of the goods.

2. Defective goods or goods damaged in transit

If you have received goods that are defective, damaged or do not match the description, please write to us as soon as possible at info@kaledos1.lt (attach photographs or a video; a short description is sufficient). In the case of food products, please notify us immediately, before the product deteriorates due to storage conditions. Prompt notification helps us resolve the matter more quickly, but it does not limit your statutory rights regarding non-conformity of the goods – these remain valid for 2 years from receipt of the goods. We will:

  • offer a replacement, remedy of the defects, or a refund,
  • cover the delivery and return costs in such cases ourselves (we will provide a return label or reimburse reasonable expenses).

3. How to return goods

  1. Contact us by email at info@kaledos1.lt to receive return instructions.
  2. Pack the goods securely and include the proof of purchase and all accessories.
  3. We will provide the return address details only upon your request.

Packaging when returning. You must pack the returned item so that it cannot be damaged in transit: preferably in its original product packaging, placed inside a sturdy outer box or padded envelope, as you received it from us. You may reuse the packaging the item arrived in. This is in line with the EU Packaging and Packaging Waste Regulation (EU) 2025/40, which aims to reduce packaging waste and encourage reuse. The sender is responsible for the item until it reaches us: if the item or its packaging arrives damaged because of inadequate packing, we may reduce the refund by the amount of the diminished value, as provided by law.

4. Refunds

  • Refunds are made using the same means of payment used to pay for the order.
  • Time limit: within 14 days of receiving your withdrawal notice, although we may withhold the refund until we have received the goods or proof that they have been dispatched.
  • If you chose a delivery method more expensive than the standard one, we reimburse only the cost of standard delivery.

5. Exchanges

  • If you would like a different item of satisfactory quality – return the one you have in accordance with Section 1 and place a new order. We do not carry out direct exchanges.
  • In the case of defective goods, we first offer the same item as a replacement. Christmas goods are seasonal and often sell out, so if the item is no longer available we issue a refund – this is also provided for by law where replacement is impossible.

6. Exceptions where returns are not possible

We cannot accept a return where:

  • the goods have clearly been used or damaged by the buyer,
  • the original packaging or accessories are missing, or the goods have lost their marketable appearance,
  • the goods are food products whose packaging has been opened – for hygiene and food safety reasons we can no longer accept these back,
  • the goods are perishable products or products with a short use-by date,
  • the goods are made to order or personalised – for example, the “Santa Claus video greeting”, which is prepared using the name and details you provide.

Specifically regarding the “Santa Claus video greeting”

This is digital content prepared individually for you. When placing your order, you separately confirm that you agree to us beginning preparation of the greeting immediately, and you acknowledge that in this case you lose the 14-day right of withdrawal once the greeting has been delivered to you. If preparation of the greeting has not yet begun, you may cancel the order and we will refund the full amount. If the greeting does not match what you ordered or is technically unusable – we will prepare it again or refund your money.

7. Uncollected shipments

If a shipment is returned because it was not collected or the address was incorrect, we may refund the amount less the shipping costs in both directions, or send it again once repeat delivery has been paid for.

8. Product quality and use-by dates

We sell food products and gifts, so we do not provide a separate manufacturer’s warranty for them. Instead, statutory liability for non-conformity of the goods applies: 2 years from the date of receipt of the goods under Lietuvos Respublikos civilinis kodeksas (the Civil Code of the Republic of Lithuania).

For food products, the use-by date indicated on the packaging is additionally important. We undertake to dispatch only goods whose use-by date has not expired on the day the order is dispatched and is sufficient for normal consumption. If you have received a product with an expired or unreasonably short use-by date – this is considered a non-conformity and Section 2 applies.

9. Responding to enquiries

We respond to return and complaint enquiries within 1 working day, and provide a final decision no later than 14 calendar days from receipt of the request.

Contact for returns and warranty matters

info@kaledos1.lt

In the event of a dispute, the Lithuanian text of these terms, available at kaledos1.lt, shall prevail.