Returns and Warranty Policy

The Buyer’s Right to Return the Product

The buyer (consumer) of www.ulmas.lt has the right to withdraw from the purchase agreement within 14 (fourteen) days without providing a reason, provided that the product has not been used, damaged, or substantially altered in appearance. Any modifications to the product or its packaging must only be those necessary for inspecting the received item. The buyer must use this right responsibly by returning the product in its original, undamaged packaging along with all included accessories. The return shipping costs must be covered by the buyer.

If the buyer withdraws from the contract, they are responsible for any reduction in the product's value resulting from actions that were not necessary to determine the product’s nature, properties, and functionality.

Products can be returned to "Ulmas" stores.

After receiving and inspecting the returned product, the seller will refund the buyer within 14 days from the date of receiving the written notice of withdrawal from the purchase agreement. The refund includes the price of the product and the delivery costs. However, if only part of the purchased goods is returned, the delivery costs will not be refunded.

The product must be returned in its original packaging (including the instruction manual and warranty certificate, if provided with the product). The return must be accompanied by a VAT invoice and the order number.

The buyer is responsible for ensuring that the product is complete. If the product is incomplete, the seller has the right to refuse the return.

Exceptions to the Right of Withdrawal

The buyer’s right to withdraw from the contract does not apply to:

• Custom-made products created according to the buyer's specifications or personalized needs.
• Perishable goods or items with a short shelf life.
• Sealed products that were unsealed after delivery and are unsuitable for return due to health or hygiene reasons.
• Goods that, due to their nature, were inseparably mixed with other items after delivery.

If the delivered product does not meet quality standards, the buyer should contact the nearest "Ulmas" store sales department (store addresses can be found here).

The quality warranty provided by the seller does not limit or restrict the buyer’s rights as specified by legal regulations when purchasing defective goods or services.

For any inquiries, please contact us via email at [email protected].

Complaints regarding a product or service purchased from our online store can be submitted via the Online Dispute Resolution platform: http://ec.europa.eu/odr/.

Defective or Incomplete Products

A buyer who wants to file a complaint regarding a defective or incomplete product can do so via email at [email protected].

The complaint must include the following information:

1. Order number.
2. Photo of the product and a close-up of the defective area (if the damage is visible and can be photographed).
3. Photo of the product’s packaging.
4. Description of the defect, malfunction, or missing part.

In the complaint, the buyer should indicate the preferred resolution:
a) Replacement of the defective product with a quality product.
b) Completion of the incomplete product by providing the missing parts.
c) Full refund.

Complaints are reviewed, and a response is provided within 14 days.

Damaged Shipments

The quality of the shipment delivered to your home or office must be inspected in the presence of the courier. If you notice any damage:

• Inform the courier immediately.
• Mark the damage in the delivery document and fill out a Package Damage (Inspection) Report together with the courier.
• Inspect the items inside the package and take photos if any are damaged. These photos will be required for the return procedure.
• If the packaging is intact, there is no need to check the items in the presence of the courier. If you accept the shipment and sign the documents, it is considered that the shipment was delivered in good condition.