Terms of sale, returns and statutory guarantee
Updated 16 October 2026. Returns and complaints: info.restatas@gmail.com, +370 660 87 888.
I. General terms of sale
These terms apply to orders placed in the Plaukams.com online store. The seller is UAB Restatas, company code 304960933, VAT number LT100012072611, J. Savickio g. 4-7, LT-01108 Vilnius, Lithuania. Contact us at info.restatas@gmail.com or +370 660 87 888.
The buyer selects products, checks their descriptions, quantities and total price, provides accurate information needed to fulfil the order, and selects an offered delivery and payment method. The final amount payable is displayed before a paid order is submitted. Placing an order with an obligation to pay creates an obligation to pay for it; we acknowledge receipt of the order by email. Contact us if payment fails or you have any questions.
The buyer is subject to the terms provided when the contract was concluded and mandatory legal provisions. Later changes to these terms do not worsen an existing contract. These terms do not limit statutory consumer rights or seller liability that cannot be restricted by contract.
II. Prices and payment
Prices are in euros and include VAT. Delivery charges and any other applicable charges are shown before the order is submitted. Promotions apply subject to the conditions expressly stated in the relevant offer.
Payments are processed through MakeCommerce using the methods offered when ordering. Available methods are displayed in the payment window. Check the amount payable and recipient details when paying.
III. Delivery
In Lithuania, delivery to the Venipak parcel locker selected at checkout costs €1.79 when the product total after applicable discounts is below €29. Delivery is free from €29. Estimated delivery time is 2–3 working days. The available delivery method, charge and timeframe are shown when ordering.
Courier delivery and other options not offered at standard checkout, including their price and timeframe, must be agreed before payment by emailing info.restatas@gmail.com. We do not apply additional charges that have not been agreed.
The buyer must provide correct contact and delivery details and collect the parcel. If the agreed timeframe cannot be met, we will inform you and agree next steps without limiting statutory rights relating to non-delivery. Unless otherwise agreed, products must be delivered no later than 30 days after the contract is concluded.
The risk of accidental loss or damage passes to the consumer when the consumer or a person designated by them, other than the carrier, receives the products, subject to statutory exceptions. If a parcel arrives damaged, we recommend recording the damage and informing us promptly. Failure to notice or record external damage upon receipt does not in itself remove the right to make a justified complaint.
IV. Personal data and communication
Personal data needed to process orders and complaints is handled under the Privacy Policy published on the website: https://www.plaukams.com/en/privatumo-politika. Marketing consent is not a condition of purchase, withdrawal from a contract or handling a complaint.
V. Returns and statutory guarantee
The Returns, Withdrawal and Statutory Guarantee Policy below forms part of these terms of sale. If it conflicts with an earlier general description, the mandatory statutory consumer protections applicable to the particular order apply.
RETURNS, WITHDRAWAL AND STATUTORY GUARANTEE
Updated 16 October 2026.
1. Seller and scope
The seller of the Plaukams.com online store is UAB Restatas, company code 304960933, VAT number LT100012072611, registered office: J. Savickio g. 4-7, LT-01108 Vilnius, Lithuania. Email: info.restatas@gmail.com, telephone: +370 660 87 888.
In this policy, a consumer is an individual purchasing for purposes unrelated to their business, trade, craft or profession. Consumers benefit from the protections of the Civil Code of the Republic of Lithuania and other mandatory consumer protection legislation. This policy does not restrict those protections.
Buying cosmetics online is not in itself a reason to refuse a return. Returning a non-defective product after withdrawing from a contract and making a claim about a defective product follow different procedures.
2. Withdrawal within 14 days without giving a reason
The consumer may withdraw from an online sales contract within 14 calendar days without giving a reason, except where a statutory exception applies. The period starts on the day after the consumer or a person designated by them, other than the carrier, receives the products. If products from one order are delivered separately, the period runs from receipt of the last product; for a product delivered in parts, it runs from receipt of the last part.
Before the period expires, it is sufficient to send an unambiguous withdrawal statement to info.restatas@gmail.com, submit it in writing to the seller's address or use the electronic withdrawal function indicated on the website. You may use the model form below, but this is optional. No reason for withdrawal or seller authorisation is required. Simply not collecting a parcel does not replace an unambiguous statement.
Please provide your first and last name, order number or other information identifying the purchase, and the products covered by your withdrawal. We promptly acknowledge receipt of an electronic withdrawal on a durable medium.
If the legally required withdrawal information was not properly provided, the statutory extended period applies. Updating this policy does not remove consumer rights that have already arisen.
3. Cosmetics and protective seals
The 14-day withdrawal right does not apply to sealed products that were unsealed after delivery and are unsuitable for return for health protection or hygiene reasons. This exception applies only where the particular product meets all these conditions. The fact that a product is a cosmetic is not sufficient in itself.
Opening the shipping box does not in itself break a product's hygiene seal. If a product was not sealed, we cannot treat it as non-returnable solely on the basis of a seal that did not exist.
If you unsealed a product after delivery and are unsure about returning it, email info.restatas@gmail.com. We will assess the product's nature and the circumstances. Where the statutory withdrawal right does not apply, a possible voluntary solution is discussed individually.
This hygiene exception does not restrict the right to complain about a defective, unsafe, damaged or incorrect product. We also accept complaints where a defect only becomes apparent after opening or starting normal use. If the seal was already damaged when the parcel arrived, tell us by email; we do not treat this as unsealing by the consumer.
4. Sending products back and return costs
After withdrawing, send or hand the products back to us without delay, no later than 14 calendar days after submitting the withdrawal notice. Sending them before the period expires is sufficient. Contact info.restatas@gmail.com to arrange a convenient handover and return logistics. Correspondence does not suspend or shorten statutory periods; written statements can be sent to the seller's address.
When withdrawing from a purchase of a non-defective product without giving a reason, the consumer bears the direct return shipping costs if properly informed of this obligation before purchase. If that information was not provided, or we agreed to collect the products at our expense, we cover those costs. We do not charge administration or return acceptance fees.
Pack the products securely and include available accessories. Please keep the original packaging, but its absence alone does not remove the withdrawal right where no hygiene or other lawful exception applies. The consumer is liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the products; any diminished value is assessed individually and substantiated. This liability does not apply if the consumer was not properly informed of the withdrawal right.
5. Refunds and original delivery charges
If you withdraw from the entire order, we refund the product price and the original delivery charge up to the cost of our cheapest offered standard delivery. We are not required to refund the additional cost of a more expensive delivery method selected by the consumer. If delivery was free, we do not deduct a delivery charge from the refund.
If you withdraw from only part of an order, delivery costs are assessed in relation to the returned part. If the same delivery charge would have applied to the products you keep, that charge is not refunded. We do not retrospectively charge for delivery that was originally free.
We refund without delay, no later than 14 calendar days after receiving the withdrawal notice. We may withhold the refund only until we receive the products or evidence that they have been sent back, whichever occurs first. This withholding right does not apply if we have undertaken to collect the products ourselves.
We use the same payment method used for the purchase unless another method with no additional cost to the consumer is expressly agreed. We do not replace money with a gift voucher or store credit without the consumer's consent.
6. Defective, damaged or incorrect products
Please send a complaint about any non-conformity to info.restatas@gmail.com or submit it in writing to the seller's address. Include information identifying the purchase, the product name, defect and requested solution. If available, attach photos of the product, packaging, batch number, expiry date and damage. Photos help us assess the situation, but their absence, or the absence of the original paper receipt, is not in itself a reason to reject a complaint if the purchase can be proved otherwise.
We handle complaints free of charge and provide a detailed, reasoned written response no later than 14 calendar days after receipt. If inspection is needed, we arrange handover with you. We bear necessary, reasonable return and replacement transport costs arising from non-conformity for which the seller is responsible. We do not require the consumer to ultimately bear those costs.
Once a defect is confirmed and you request a refund, we arrange collection at our expense or agree a return paid for by us and refund the product price. We also reimburse reasonable delivery costs connected with the defect. If the entire order is terminated for non-conformity, we reimburse its delivery charge. This option offered by the store does not limit other statutory rights.
By law, the consumer may request repair or replacement free of charge, except in statutory cases of impossibility or disproportionate cost. Where the conditions of Article 6.364¹ of the Civil Code are met, a proportionate price reduction or termination of the contract may be requested. Bringing products into conformity must take place within a reasonable time and without significant inconvenience. For a cosmetic product that cannot be repaired, we offer a solution appropriate to its nature.
When a contract is terminated because of a defective product, we refund its price no later than 14 calendar days after receiving the returned product or evidence of dispatch. Other statutory rights are subject to the mandatory periods set by law.
7. Statutory guarantee
The seller is responsible for a lack of conformity existing at delivery that becomes apparent within two years of delivery. The consumer must report an identified non-conformity no later than two months after discovering it. The 14-day withdrawal period does not replace or shorten this guarantee.
The guarantee does not permit use beyond the product's expiry date or safe period after opening. Assessment of non-conformity takes account of the product's nature, labelling, storage and use conditions, but the seller cannot use this provision to remove mandatory consumer rights. A discount does not in itself remove return or guarantee rights.
8. Dispute resolution
First contact info.restatas@gmail.com in writing. If the response is unsatisfactory or you receive no response within 14 calendar days, you may contact the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba), A. Goštauto g. 12, LT-01108 Vilnius, website https://vvtat.lrv.lt, or submit an application through https://vtis.lt. This does not limit your right to apply to a competent court in accordance with the law.
9. Purchases for professional or business purposes
The consumer 14-day withdrawal right does not automatically apply to purchases by companies or individuals directly related to their business, craft or profession. Returns of non-defective products are agreed separately in such cases; defect claims are assessed under the contract and applicable general law. Having a professional account does not in itself mean every purchase is a business purchase; the purpose of the particular transaction is considered.
10. Model withdrawal form
Complete this form only if you wish to withdraw from the contract. It may be copied into an email; a handwritten signature is not required for an email.
To: UAB Restatas, J. Savickio g. 4-7, LT-01108 Vilnius, Lithuania, info.restatas@gmail.com.
I hereby give notice that I withdraw from the sales contract for the following products:
Product(s) and quantity: ____________________
Order number or other purchase details: ____________________
Order date: ____________________
Date the product(s) were received: ____________________
Consumer's first and last name: ____________________
Consumer's address: ____________________
Email for confirmation: ____________________
Date: ____________________
Consumer's signature (only if submitted on paper): ____________________
Legal basis: Articles 6.228¹⁰–6.228¹¹ and 6.363–6.364³ of the Civil Code of the Republic of Lithuania and the Law on Consumer Protection of the Republic of Lithuania. The mandatory legal provisions in force at the relevant time apply.
Electronic withdrawal form
Complete the details and click Confirm withdrawal from the contract. You do not need to give a reason. We promptly email a copy of the statement with the submission date and time to the address you provide. You may still submit a statement by email or in writing.
The information provided is used to process the statement and acknowledge receipt. Marketing consent is not required. Data processing is described in our Privacy Policy.
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