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30-DAY RETURNS
You may return unused, unworn goods in their original condition within 30 days of receiving your order.
How to return an item
1. In-store return – free of charge
This is the easiest way to return your items – there is no need to complete a return form in advance or ship the items. Simply bring the items to our store, provide your order number, and complete the return form in-store.
2. Via Omniva parcel locker – €3.50
The return fee is €3.50. This amount will be deducted from your refund.
- Registered Survival.lt users – log in to your account and complete the return form under RETURN PRODUCT.
- Non-registered Survival.lt customers – click RETURN PRODUCT and complete the return form.
After completing the return form, you will shortly receive an email with a shipment code and information about the parcel locker you selected for your return.
At the parcel locker, select “Send a parcel” → “Pre-registered parcel” or “Print shipping label” and enter the shipment code received by email.
Please pack all items from the same order into one box and seal it securely. The parcel locker will print the shipping label.
Conditions for returning unused goods
Returned goods must:
- be in their original, undamaged packaging;
- be unused and undamaged;
- retain their original appearance and condition (labels, protective films, bags and other components that do not prevent reasonable inspection or fitting of the product must remain intact);
- be complete and include all documentation supplied by the manufacturer;
- include the warranty card, if one was provided with the product.
- Opened packages of socks and underwear cannot be returned.
The Seller may refuse to accept returned unused goods if the product or its original packaging has been altered or damaged as described above. If such damage affects the possibility of reselling the product at its original price without infringing another customer's right to purchase a new and unused product, the return may only be accepted by mutual agreement between the Seller and the Buyer, for example, if the Buyer agrees to cover the reduction in the product's value.
Refunds for returned unused goods will be transferred to the bank account specified by the Buyer within 14 days of the returned goods being delivered to the Seller.
Warranty and returns of defective goods
If a product purchased by the Buyer has quality defects, the Buyer has the right to submit a claim regarding such defects to the Seller within the 2-year warranty period.
Claims must be submitted by email to info@survival.lt and must include:
- the Buyer's full name;
- reason for the return;
- order number;
- contact details (telephone number or email address);
- description of the defect and photographs showing the defect;
- bank account number and bank name;
- one of the following requested remedies:
- repair of the defective product;
- replacement of the defective product with a product of satisfactory quality;
- reduction of the purchase price and refund of the corresponding difference;
- unilateral termination of the contract and refund of the price paid for the product.
Within 7 days of submitting the claim by email, the Buyer must send the product to the address specified by the Seller and include a completed Product Return Form, unless the Seller has instructed the Buyer by email not to send the defective product.
Defective goods must be returned clean and dry.
After receiving and inspecting the returned goods subject to the claim, the Seller will provide the Buyer with a decision by email within 14 days of receiving the product.
If the Buyer disagrees with the Seller's decision regarding a defective product, the Buyer may submit a request/complaint concerning goods or services purchased from the online store to the State Consumer Rights Protection Authority (VVTAT), Vilniaus g. 25, LT-01402 Vilnius, Lithuania, email: tarnyba@vvtat.lt, or via its website: www.vvtat.lt.
If the Buyer disagrees with the Seller's decision regarding the defective product, the Buyer shall cover the cost of returning the product to them or may collect it from the address specified by the Seller within 14 days.