Return Policy

Returns & Complaints Policy – Key Information

Customers who purchased remotely have the right to return unused and undamaged products within 7 days of receiving them.

Within 7 days of receiving the product, submit your return request via your customer account > order history.
If you ordered as a guest, send an email to info@filacraft.lt and attach your purchase confirmation (PDF) received via email.
Pack your item securely and ship it at your own expense.
⚠️ Cash on delivery (COD) parcels will not be accepted.
Once we receive your package, we’ll refund your payment to the original method within 14 days.

📍 Return address:
UAB Filacraft
Granito g. 10, LT-02300 Vilnius, Lithuania

The seller’s responsibilities (warranty, liability) follow Lithuanian law and civil code regulations.
To file a complaint, the customer must provide a copy of proof of purchase and a written statement with details, including:
- Reason for the complaint
- Preferred solution (replacement, refund, etc.)
- Return shipping address
- IBAN for refund (if applicable)
Registered customers may submit complaints directly in their order history tab.
- Include a clear photo of the product label.
- The seller will arrange return shipping (either organized by Filacraft or done by the customer).
You will be informed of the complaint resolution within 14 business days via email or phone.
If accepted, the seller will offer:
- Defect repair
- Replacement
- Price reduction
- Full refund within 7 business days
If denied, a written explanation will be provided and the product returned within 14 business days.
For B2B sales, warranty claims are valid only if the defect was reported immediately after inspection or as soon as it was discovered.