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30-day FREE Returns
The buyer may return unused, unworn, quality products within 30 days from the date of receiving the goods. Returns are FREE OF CHARGE!
Return methods:
1. In-store return.
This is the easiest option, because you don’t need to fill in or send anything — simply bring the items to the store, provide your order number, and fill in the product return form.
2. Via Omniva parcel locker.
If you have a Survival.lt account, simply log in, go to the RETURNS section, and fill in the return form. If you are not a registered user, click the link PRODUCT RETURN and fill in the return form. After submitting the form, you will soon receive an email with a parcel code and the selected parcel locker to which you must deliver the items.
At the parcel locker select “Send a parcel” → “Previously registered parcel” or “Print parcel label”, and enter the parcel code received by email. Items from one order must be packed into one box and sealed neatly. The parcel locker will print the shipping label.
When returning an unused, unworn, quality product, it must:
- be in the original, tidy packaging;
- not be used or damaged;
- not have lost its commercial appearance (labels must not be damaged; protective films, bags, etc. must not be removed if they affect the product’s appearance, except where such parts do not interfere with inspecting, trying on, and assessing the quality of the product);
- be returned complete, with all manufacturer-provided documentation;
- if a warranty card was provided, it must be returned together with the product.
Unpacked socks and underwear cannot be returned.
The Seller may refuse to accept a returned unused, unworn, quality product if the product or its original packaging has been altered as described above. If damage to the product or its packaging affects the Seller’s ability to resell the product at the same price without infringing another buyer’s right to purchase a new and unused product, such goods may only be accepted by mutual agreement between the Seller and the Buyer (e.g., if the Buyer agrees to cover the depreciation in value).
Refunds for unused, unworn, quality products are transferred to the bank account specified by the Buyer within 14 days from the date the returned goods are delivered to the Seller.
Returns of defective goods
If the product purchased by the Buyer has quality defects, the Buyer has the right to submit claims regarding such defects to the Seller within the 2-year warranty period.
The Buyer must submit claims regarding quality defects by email to info@survival.lt, providing: first name, last name, the reason for return, order number, contact details (phone number or email address), a description of the defect(s) and photos proving them, bank account number, bank name, and one of the following requests:
- to remedy the defects (repair the item);
- to replace the defective product with a product of proper quality;
- to reduce the price and refund the difference to the Buyer;
- to unilaterally terminate the contract and request a refund of the price paid for the product.
Within 7 days from submitting the claim regarding quality defects to the Seller by email, the Buyer must send the product to the address specified by the Seller, attaching a completed Product Return Form, except in cases where the Seller has instructed by email not to send the defective product.
The Buyer must return defective goods clean and dry.
After receiving the returned goods for which the Buyer has submitted claims regarding quality defects, the Seller must carefully assess them and provide a decision to the Buyer by email within 14 days from the date of receiving the product.
If the Buyer disagrees with the Seller’s decision regarding the returned product due to quality defects, the Buyer may submit a request/complaint regarding a product or service purchased in the online store to the State Consumer Rights Protection Authority (Vilniaus g. 25, 01402 Vilnius, email: tarnyba@vvtat.lt, tel. +370 5 262 67 51, fax +370 5 279 1466, website www.vvtat.lt, or its territorial divisions in the counties – http://www.vvtat.lt/index.php?470187665) or fill in the complaint form on the ODR platform: http://ec.europa.eu/odr/.
If the Buyer disagrees with the Seller’s decision regarding the returned product due to quality defects, the Buyer covers the costs of returning the product back to the Buyer or may collect it from the address specified by the Seller within 14 days.