Returns and Cancellation Policy

Lithuanian version adapted to the requirements of the Republic of Lithuania, EU consumer protection rules, and a mixed B2C/B2B model

Effective date: 1 April 2026

Seller / online store operator:
UAB “Kurt Koenig”, legal entity code 300090755, registered office address:

Šiltnamių g. 30, Vilnius, Lithuania
Email: info@kurt-koenig.lt
Phone: +370 659 19826
VAT number: LT100001552417

This policy explains how returns, withdrawal from distance contracts, non-conformity of goods, and claims are handled in the UAB “Kurt Koenig” online store.

1. Who This Policy Applies To

• For B2C customers, this policy applies together with statutory consumer rights under the applicable laws of the Republic of Lithuania and the European Union.
• For B2B customers, this policy applies unless the relevant terms are expressly amended by an individual contract, commercial offer, or another written agreement.

2. 14-Day Right of Withdrawal for B2C Customers

• A B2C customer generally has the right to withdraw from a distance sales contract within 14 days without giving a reason.
• The withdrawal period begins on the day when the consumer or a third party designated by the consumer, other than the carrier, physically receives the goods.
• If one contract covers several goods delivered separately, the withdrawal period begins on the day the final item is received. If the goods consist of several lots or parts, the period begins on the day the final lot or part is received.

3. How to Exercise the Right of Withdrawal

• To exercise the right of withdrawal, the customer must submit a clear statement before the end of the withdrawal period by email to info@kurt-koenig.lt or by post to Šiltnamių g. 30, Vilnius, Lithuania.
• The statement must include enough information to identify the order and must clearly state that the customer wishes to withdraw from the contract.
• A free-form statement may be used, provided that its meaning is clear.

4. Return Costs

• For standard returns, the direct cost of returning the goods is paid by the customer.
• For oversized, heavy, palletised, freight, or other non-standard returns, the direct return costs are also paid by the customer. The amount may vary depending on the size, weight, technical characteristics, and collection or delivery location of the goods.

5. Refunds for B2C Customers

• After withdrawal from the contract, the amounts paid for the specific returned goods are refunded, including standard delivery costs where applicable.
• Refunds are issued without undue delay and no later than 14 days from the date on which we receive the withdrawal notice. However, we may withhold the refund until we receive the returned goods or proof that the goods have been sent back, whichever occurs first.
• Refunds are made using the same payment method used for the original transaction, unless expressly agreed otherwise.

6. Condition of Returned Goods

• The customer is liable only for any reduction in the value of the goods caused by handling beyond what is necessary to determine the nature, characteristics, and functioning of the goods.
• The goods must be properly packed for return to prevent additional damage during transportation.

7. Exceptions to the Right of Withdrawal

• The right of withdrawal does not apply in cases provided by applicable law, including goods made according to the consumer’s individual instructions or clearly personalised goods.
• It may also not apply to sealed goods that are not suitable for return for health protection or hygiene reasons after being unsealed, as well as in other cases provided by law.

8. Non-Conformity and Warranty Rights

• For B2C customers, statutory rights relating to goods that do not conform to the contract apply in addition to any commercial warranty, where such a warranty is provided.
• Where the legal conditions are met, the customer may request repair or replacement and, where appropriate, a price reduction or termination of the contract.
• A commercial warranty, where provided, applies in accordance with the separate warranty terms and does not limit statutory consumer rights.

9. How to Submit a Claim or Return Request

• Claims and return requests must be sent by email to info@kurt-koenig.lt.
• Please provide the VAT invoice number or another clear order reference.
• Please attach photographs and, where necessary, a video showing the damage, defect, or other issue.
• Please provide a short description of the issue or reason for the return.
• If the goods are already being returned, please provide the relevant shipment details and tracking number.
• Where necessary, we may request additional information, the serial number, diagnostic data, access to inspect the goods, or the return of the goods for examination.
• B2B customers must report visible defects, quantity discrepancies, incorrect delivery, or transport damage no later than two business days after delivery. Hidden defects must be reported in writing without undue delay after they are discovered.

10. Return Address and Contact Details

Return and claims address: Šiltnamių g. 30, Vilnius, Lithuania
Email: info@kurt-koenig.lt
Phone: +370 659 19826

11. Sample Withdrawal Form for B2C Customers

To: UAB “Kurt Koenig”, Šiltnamių g. 30, Vilnius, Lithuania
Email: info@kurt-koenig.lt

I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods: [insert goods]

Ordered/received on: [insert date]

Consumer’s full name/company name: [insert]

Address: [insert]

Date: [insert]