Refund policy

Return Policy

Return of Goods

A customer who has purchased goods remotely has the right to return unused and undamaged items within 7 calendar days from the date of receipt.

Return Procedure

Notification of Return

Within 7 days of receiving the goods:

  • Log in to your account and indicate in your purchase history that you wish to return the item;
  • If you purchased as a guest, send an email to info@filacraft.lt and attach a PDF copy of the purchase document received by email.

Shipping the Item

  • Securely pack the item and send it at your own expense;
  • Shipments sent cash on delivery (COD) will not be accepted.

Refund

Refunds are issued within 14 calendar days from the date the returned shipment is received, using the same payment method that was used for the original transaction.

Return Address:
UAB “Filacraft”
Granito g. 10
LT-02300 Vilnius
Lithuania

Complaints Procedure

The seller’s liability applies only if the goods have physical or legal defects as defined by the laws of the Republic of Lithuania, including the Civil Code.

When submitting a complaint, the customer must provide:

  • Proof of purchase;
  • A description of the defect;
  • Return address;
  • Bank account details for refund (if applicable).

Registered customers may submit complaints electronically through their account. A photo of the product label must be attached.

The return method is agreed individually – transportation may be arranged by either the customer or the seller.

A response to the complaint is provided within 14 days from the date the disputed goods are received.

If the Complaint Is Valid

  • The product will be repaired or replaced;
  • A discount may be offered;
  • Or a refund will be issued.

If the Complaint Is Not Valid

A reasoned response will be provided. The product will be returned to the customer within 14 business days.

Note for Business Customers

The warranty does not apply if a defect is not reported without delay, meaning the goods were not inspected upon receipt or the defect was not reported immediately after being discovered.