EN
At Fuudo we want you to be happy with your order. Below is how returns, withdrawals and refunds work. These rules follow EU and Lithuanian consumer law.
1. YOUR RIGHT TO WITHDRAW (14 DAYS)
If you are a consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To do so, let us know in writing within those 14 days (see section 4 below), and then return the goods to us.
2. WHICH GOODS CAN AND CANNOT BE RETURNED
Because we sell food (tea), some items cannot be returned for hygiene and food-safety reasons. You may NOT return:
a) food products that have been opened / unsealed after delivery and are no longer suitable for return for hygiene or health-protection reasons;
b) food supplements of proper quality;
c) perishable goods or goods with a short shelf life;
d) goods that do not meet the return conditions in section 3 below.
This means: unopened, sealed tea in its original condition can be returned within 14 days. Once the seal/packaging is opened, the tea can no longer be returned, except where it is defective (see section 6).
3. RETURN CONDITIONS (FOR NON-DEFECTIVE GOODS)
To return goods, please make sure that:
a) the goods are in their original, undamaged packaging;
b) the goods are unused and have not lost their marketable appearance;
c) only such changes were made as were necessary to inspect the goods;
d) the goods are in the same configuration as you received them;
e) you include proof of purchase (VAT invoice, payment confirmation, or similar) and a completed return request.
4. HOW TO RETURN
a) Notify us within 14 days of receiving the goods. You can use the model withdrawal form approved by Order No. 1R-154 of the Minister of Justice of the Republic of Lithuania of 30 April 2014, available at https://www.e-tar.lt/portal/lt/legalAct/dad7f330d05511e3a8ded1a0f5aff0a9, or simply send a free-form email to info@fuudo.eu.
b) In your message, include: your name and address; the order number; which goods you are returning; the date you ordered/received them; and, if you want the refund sent to a different bank account, that account number.
c) Send the goods back within 14 days of notifying us, using a shipping/parcel service. Please pack them properly so they are not damaged in transit.
5. RETURN SHIPPING COSTS
For a withdrawal (returning goods that are not defective), you cover the direct cost of returning the goods, and you are responsible for packing them properly. For defective goods, see section 6.
6. DEFECTIVE OR POOR-QUALITY GOODS
If goods arrive defective or of poor quality, you may ask us to repair them, replace them, or refund them (this does not apply to a minor defect). For defective goods, you do not bear the return costs. Please contact us at info@fuudo.eu and we will arrange the return and resolution.
7. DAMAGED ON DELIVERY
If your parcel arrives with damaged packaging or you notice the contents are wrong or short, please note this with the courier on delivery and contact us straight away at info@fuudo.eu — you may also refuse to accept the parcel.
8. REFUNDS
Once we receive the returned goods (or reliable proof that you have sent them back), we refund you within 14 days. Refunds include the price of the goods and the standard delivery cost you paid, and are sent to the account you paid from, unless you asked us to use another account. We may delay the refund until the goods are returned or proof of dispatch is provided.
9. CONTACT
a) by email: info@fuudo.eu.