Returns

How to submit a request

You can submit a return, contract withdrawal, or defective product request online. Signed-in customers can select the order in the „My Account“ section, while guests can confirm it using the order number and the email used at purchase.

Submitting a request is your notification to the seller and does not require prior approval. We will immediately show you the request number and send the submission content, date, and time to the email address you provided.

Right to withdraw from a distance contract

The consumer has the right within 14 days from receipt of the item, without giving any reason, to withdraw from the distance purchase contract, except for exceptions set out in legal acts.

To exercise this right, please clearly notify us of your decision before the end of the 14-day period using the return form provided on this page or by email info@pocolane.lt.

If notice of contract withdrawal is given in time, the item must be sent or handed over no later than within 14 days from the day the notice was submitted.

Once you submit a return request, we will send you return instructions and the address to which the item should be sent.

You may also send legal notices to the seller:

MB Pocolane
Legal entity code 307137531
Bitės g. 12A, LT-41152 Biržai, Lithuania

Product condition and return costs

• You may inspect and try on the product as you would be able to do in a physical store.
• You are only responsible for any decrease in the value of the item resulting from actions that were not necessary to establish the nature, characteristics, and functioning of the item.
• When an item of suitable quality is returned using the 14-day contract withdrawal right, the cost of shipping the item back to the seller is paid by the buyer.
• If you received a defective, damaged, or incorrect item, the seller covers the reasonable costs of returning it. Before sending the item, please follow the return instructions we provide.
• Please include the order or return request number in the return shipment.
• We recommend choosing a shipping method that allows you to track the shipment.

Refunds

If the contract is withdrawn, we will refund the amounts due to you in accordance with the procedure and deadlines set out in legal acts.

Money is refunded using the same payment method you used, unless we clearly agree otherwise.

Once we receive the returned item, we may assess its condition and, if applicable, determine whether there is any decrease in value due to use exceeding what is necessary to establish the nature, characteristics, and functioning of the item.

Exchange

We do not offer direct exchanges. If you want a different size, color, or model, you can return the item you have and place a new order.

This does not limit your statutory rights if the item received is defective or does not conform to the contract.

Defective or non-conforming products

The seller is liable for any non-conformity of the item that becomes apparent within two years from delivery of the item, under the conditions set out in legal acts.

If the item is defective or does not conform to the contract, you may first request that it be repaired or replaced free of charge, except where the chosen remedy is impossible to fulfil or would impose disproportionate costs on the seller.

In cases set out in legal acts, for example when the item cannot be repaired or replaced, the defect recurs, or it is substantial, you may request a proportionate reduction of the price or terminate the purchase-sale contract.

If you received a defective, damaged, or incorrect item, please select the appropriate reason in the return form and briefly describe the problem. If photos or additional information are needed, we will ask you to provide them in response to our confirmation email.

When the 14-day withdrawal right does not apply

The right to withdraw from a distance contract does not apply in cases set out in the Civil Code.

For example, it may not apply to items made according to the consumer's individual instructions or clearly personalised, as well as to unsealed items that are not suitable for return for health protection or hygiene reasons.

These exceptions apply only when the specific item and the circumstances of its presentation meet the conditions set out in legal acts.

Complaints and dispute resolution

If you have a complaint about an item or our services, please first submit a written request to us using the online form or by email info@pocolane.lt.

If our response does not satisfy you or you do not receive a response within the deadline set out in legal acts, you may contact:

State Consumer Rights Protection Authority (VVTAT)
A. Goštauto g. 12, 01108 Vilnius
Tel. +370 5 262 6760
vvtat.lrv.lt

You can also submit a request via the Consumer Rights Information System (CRIS).

More detailed contract terms and a sample contract withdrawal form are provided Purchase Rules.

Information on personal data processing is provided Privacy Policy.