Returns and warranty

If you would like to cancel an order for which you have not yet received the goods, or if you would like to cancel an item(s) from a pending but paid order and get your money back, please contact us by email: info@kristinabeauty.eu.

Many of our products are covered by a money-back guarantee. If you decide to return a quality product without any reason, you can do so within 14 days. 

You also have the right, within 14 days from the date of delivery of the goods to you, to replace the goods of satisfactory quality with similar goods of a different size, shape, colour, model or finish by sending a notice of your wish to replace the goods to the following email address info@kristinabeauty.eu. If a price difference arises when goods are exchanged, we settle with the buyer according to the recalculated prices.

Upon receipt of the goods, we undertake to replace them with the same goods only in the shape, size, colour, model or fitting specified by the buyer. If we do not have a suitable replacement item, we will refund the buyer the money paid for the item.

Important: the buyer is responsible for the completeness of the returned goods. If the goods are not complete, the seller will not accept the returned goods. 

In the event that the delivered goods do not meet the quality requirements, we undertake to replace the defective goods with goods of the correct quality at our own expense or to refund the money paid for the goods in accordance with the rules laid down. If you have received a faulty product, please contact us by email at info@kristinabeauty.eu. 

Upon receipt of the returned product and after assessing its quality, we will refund the buyer the money for the product within 14 days of receipt of the written notice of withdrawal. If only part of the purchased goods is returned, the delivery costs are not refunded.

Any gifts that were provided with the purchase must be returned at the same time.

Reminder: the Buyer must pay for the delivery costs and the costs of returning the goods if the goods are returned through no fault of the Seller, and the Seller must reimburse the Buyer for the costs of delivery and return if the Seller is not at fault and if the Seller is satisfied that the goods have been returned due to faulty workmanship, subject to the exceptions provided for in the Conditions.

If the Buyer has received the wrong goods, the Buyer must inform the Seller immediately, but not later than within 7 (seven) working days, by email to info@kristinabeauty.eu. The Seller undertakes to take back such goods and replace them with suitable goods at its own expense. In the event that the Seller does not have the goods ordered, the Seller shall refund to the Buyer the money paid for the goods.

Refunds are not available for goods that have been damaged by the buyer, either intentionally or negligently (by chemicals, water, open flames, high temperatures, sharp objects, etc.), or if the rules for using or storing the goods have been violated, or if the goods have been used improperly or for a purpose other than that intended.

Important: you can submit a request/complaint about a product or service purchased in our online shop to the State Consumer Rights Protection Office (Vilniaus g. 25, 01402 Vilnius, email. tarnyba@vvtat.lt, online at www.vvtat.lt - or fill in the application form on the EGS platform http://ec.europa.eu/odr/).

First of all, please contact us by email info@kristinabeauty.eu and inform them of your intention to return the product, quoting your order number and invoice. We will send you the return information.

You must enclose a completed Returns Application Form with your return. You can download the return form here: 

Request for return of goods

Reminder: the VAT invoice received at the time of purchase or other proof of purchase from the seller must be presented at the time of return.

In the case of delivered goods does not meet quality requirements, we undertake to replace the defective product at our own expense with a product of satisfactory quality or to refund the money paid for the product in accordance with the rules set out. If you have received a faulty product, please contact us at info@kristinabeauty.eu.

Important: The buyer may exercise the right to return the goods, provided that the time limit for returning the goods has not been missed, the goods have not been damaged or substantially altered in appearance, the goods have not been used, the consumable characteristics of the goods have been preserved and the goods have not lost their merchantable appearance. All returned goods must be accompanied by authentic labels, protective bags and the original, undamaged packaging. 

Upon receipt of the returned goods and after assessing their quality, we will refund the buyer (the price paid by the buyer for the goods, the cost of delivery of the goods and, in the case of delivery of goods of inadequate quality/not the same goods, the cost of returning the goods), within 14 days of receiving the written notification of withdrawal from the contract of sale. If only part of the goods purchased is returned, the delivery costs are not refunded.

Recommended way to return the product - deliver it to the office - Vilniaus g. 31/1, Vilnius. This is a free return option for both quality and non-quality goods.

You can also return the product by sending it directly to the seller

Office address for delivery:

UAB “KRISTALIJA”/„Grožio studija Kristina“

Vilniaus g., 31/1, LT-01402, Vilnius, Lithuania.

Tel: +370 640 62 333

Returns cannot be sent via a post office.

If you are returning a product that is not of the right quality:

If you are unable to return the item to the office, you can return the item by courier.

Once you have received confirmation that the returned product is not of the correct quality, you will be reimbursed for the costs incurred. Please remember that you will need to provide documentation to support the shipping costs, such as a receipt for services, confirmation of payment information, etc.

If you are returning a quality product:

If you are unable to return the item to the office, you can return the item via the courier service of your choice and the standard service charges will apply. If the product is of good quality, the cost of such delivery is borne by the consumer.

Reminder: we can also arrange for a courier to pick up the goods from you. In this case, please inform us by email. If the returned item is of good quality, the service fee will be applied.

Please pack the product properly to avoid damage during shipment. The goods are packed in a box or plastic bag or film. If the product is damaged during shipment, we will not be able to accept it.

Important: the buyer is responsible for the completeness of the returned goods. If the goods are not complete, the seller will not accept the returned goods.

If you have purchased the product online, you have the right to withdraw from the distance or off-premises contract without any reason and to return the product within 14 days, except for the exceptions provided for in Article 6.228 of the Civil Code¹¹ Article 2(2).

The consumer's right of withdrawal does not apply to distance contracts and off-premises contracts:

• goods made to the consumer's specifications or expressly tailored to his or her personal needs;
• perishable or short-life goods;
• packaged goods that have been unpacked after delivery and are unsuitable for return for health or hygiene reasons (Cosmetic products are not returnable because we cannot know if the product has been used, such as lipstick);
• goods which, by their nature, are indistinguishably mixed with other goods after delivery;
• goods purchased under contracts where the consumer has made a specific request to the trader for a visit to carry out urgent repairs or maintenance. If, in the context of such a visit, the trader provides additional services other than those specifically indicated by the consumer or supplies additional goods other than spare parts necessary for the maintenance or repair work, such additional services or goods are subject to the right of withdrawal;
• Gift vouchers are not redeemable for cash or refunds. If the voucher is not used within the validity period, no refund is given and the validity period is not extended.

Important: We note that in the event of a dispute, it is assessed on a case-by-case basis whether the consumer, when testing the goods, has taken only those steps necessary to determine the nature, characteristics and performance of the goods. In making this assessment, we compare the consumer's actions with what is normally allowed in a normal 'physical' shop. We will also justify, on a case-by-case basis, why we are asking the consumer to compensate us for that particular amount of diminution in the value of the goods.

When you receive an order from a courier, pay attention to the packaging - unpack it immediately if you have any concerns.

Note the discrepancies in the handover document and draw up a report in the presence of the courier.

You can exercise your right to return faulty goods within the time limit set out in Article 6.338 of the Civil Code of the Republic of Lithuania, starting from the date on which the goods were handed over to you.

We have the right not to accept a buyer's return if the buyer does not comply with the return procedure (e.g. does not provide a proof of purchase and sale document).

If the product was purchased in a beauty studio, you have the right to return the unsatisfactory quality product within 14 days, without any reason, except for the exceptions provided for in the retail rules.

The retail rules state that goods are exchanged and returned at the point of purchase. Please contact us by email info@kristinabeauty.eu and inform them of your intention to return the product.

Please note: The buyer's request for a replacement or a refund is granted if the goods have not been used, are in good condition, have retained their usable qualities, have not lost their merchantable appearance, and if the buyer has evidence that he bought the goods from the seller in question.

According to the laws adopted by the Republic of Lithuania, certain goods are not returnable:

• perfumery, cosmetics and toiletries;
• pearls, precious stones, precious metals and articles thereof, excluding imitation jewellery;
• Gift vouchers are not redeemable for cash or refunds. If the voucher is not used within the validity period, no refund is given and the validity period is not extended;

For a full list of goods that cannot be returned, please refer to Art.6.228-10(2) CC.

When you pick up your product in shops, check that it is undamaged, complete and in the correct condition.