Return & Refund Policy
UAB Elart — Last updated: April 2026 — EU Directive 2011/83/EU compliant
1. Overview
We aim to ensure that every customer is satisfied with their purchase. This policy explains your rights and the applicable process for returning products purchased from shop.elartcom.eu, in accordance with EU Directive 2011/83/EU on Consumer Rights and the Lithuanian Civil Code.
2. Right of Withdrawal — Consumer Customers
If you are a consumer (a natural person purchasing for personal, non-commercial purposes), you are generally entitled to withdraw from your purchase within 14 calendar days of the day on which you, or a person you designate, physically receives the goods — without being required to give any reason.
This statutory right arises under EU Directive 2011/83/EU on Consumer Rights and is incorporated into Lithuanian law via the Civil Code. It is subject to the conditions and exceptions described in Sections 4 and 5.
3. How to Exercise Your Right of Withdrawal
4. Return Conditions
To be eligible for a return, goods are generally expected to:
- Be in their original, unused, and uninstalled condition
- Include all original packaging, labels, documentation, and accessories
- Show no evidence of having been fitted to a vehicle or used beyond reasonable inspection
Where a returned item shows evidence of installation or use, we reserve the right to apply a deduction for diminished value or decline the return.
5. Exceptions — When the Right of Withdrawal Does Not Apply
In accordance with Article 16 of Directive 2011/83/EU:
Products procured specifically for your order that are not part of standard stock and cannot be returned to the supplier. Identified as non-returnable at ordering.
Where a protective seal has been broken after delivery (applicable to certain fluid or sealed products).
No statutory right of withdrawal. Requests must be submitted in writing within 7 days of receipt and are subject to restocking assessment.
6. Return Shipping Costs
| Situation | Who pays return shipping? |
|---|---|
| Consumer exercising right of withdrawal (change of mind) | Customer |
| Item dispatched in error by UAB Elart | UAB Elart |
| Goods confirmed defective or damaged on delivery | UAB Elart |
7. Refund Method and Timeline
Subject to the conditions set out in this policy, refunds are issued to the original payment method.
3–10 business days after refund initiation (subject to issuer)
Within 14 calendar days of processing
Within 14 calendar days of processing
Where a complete order is withdrawn, the standard delivery charge is ordinarily refunded. Partial returns may result in a proportional delivery charge assessment.
8. Defective, Damaged, or Incorrect Goods
Statutory guarantee — consumer customers (2 years)
Consumer customers are entitled to a 2-year statutory guarantee per EU law (Directive 2019/771). Where a product is found defective at delivery, you may request (in order):
- Repair or replacement of the affected product
- A proportionate price reduction or full refund, where repair/replacement is not feasible within a reasonable timeframe
Defects appearing within the first 12 months are presumed to have existed at delivery. See our Statutory Guarantee page for further detail.
9. Model Withdrawal Form
Use of this form is not mandatory — any clear written statement communicated within 14 calendar days of delivery is sufficient. Complete and send to: info@elart.eu
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Order number: ___________________________
Date of order: __________________________
Date received: _________________________
Product(s): _____________________________
Name: ___________________________________
Address: ________________________________
Signature (paper form only): _____________
Date: ___________________________________
