Terms of service

1. Definitions

2. General provisions

• 2.1. By placing an order on Denora.lt, the buyer confirms that they have read and agree to these terms.
• 2.2. These terms are a legally binding document for the buyer and the seller, setting out the parties' rights and obligations and the conditions for purchasing, payment, delivery, returns and other matters.
• 2.3. Only buyers as defined in section 1.3 of these terms may purchase from Denora.lt.
• 2.4. The seller may amend, correct or supplement these terms. A new version takes effect when it is published on Denora.lt.
• 2.5. The buyer must read the Denora.lt Privacy Policy.
• 2.6. The buyer is responsible for providing accurate contact details.

3. Ordering products

• 3.1. The buyer may order products online on Denora.lt with or without creating an account, by email or through other contact methods specified by Denora.lt.
• 3.2. When ordering products, the buyer must provide correct and accurate information required to fulfil the order.
• 3.3. Once the buyer has prepared the cart, provided the required details, selected delivery and payment methods and confirmed the order, a sales contract is considered concluded between the buyer and the seller.
• 3.4. The order confirmation is sent to the email address provided by the buyer.
• 3.5. All essential product information is provided in the product description on Denora.lt.
• 3.6. Each buyer's order is stored in the seller's database in accordance with the Privacy Policy.

4. Buyer's rights

• 4.1. The buyer has the right to purchase products on Denora.lt in accordance with these terms.
• 4.2. The buyer has the right to cancel an order in accordance with these terms.
• 4.3. The buyer has the right to withdraw from a distance sales contract in accordance with these terms.
• 4.4. The buyer has the right to return or exchange products in accordance with these terms and the laws of the Republic of Lithuania.
• 4.5. The buyer also has the other rights provided by these terms, the Privacy Policy and the laws of the Republic of Lithuania.

5. Buyer's obligations

• 5.1. The buyer must comply with these terms, the Privacy Policy and the laws of the Republic of Lithuania.
• 5.2. The buyer must pay for and accept the ordered products in accordance with these terms.
• 5.3. The buyer must provide accurate information required to fulfil the order.
• 5.4. The buyer is responsible for providing a working email address and telephone number that belong to them.

6. Seller's rights

• 6.1. The seller may cancel an order if the buyer does not pay for the products within 3 working days when prepayment is selected.
• 6.2. The seller may contact the buyer if any order or delivery details are unclear.
• 6.3. The seller may cancel an order if the buyer cannot be contacted within 2 working days or fails to provide information required to fulfil the order.
• 6.4. The seller may temporarily suspend Denora.lt for technical, security or maintenance work.

7. Seller's obligations

• 7.1. The seller undertakes to fulfil the buyer's orders in accordance with these terms.
• 7.2. The seller undertakes to provide clear and understandable information about the products offered for sale.
• 7.3. The seller undertakes to process the buyer's personal data only in accordance with the Privacy Policy and applicable law.
• 7.4. The seller undertakes to deliver the products ordered by the buyer or inform the buyer if the order cannot be fulfilled.
• 7.5. If delivery becomes impossible or is delayed for objective reasons, the seller will contact the buyer about further fulfilment of the order.
• 7.6. If the seller cannot deliver a product ordered by the buyer, the amount paid will be refunded within no more than 5 working days.
• 7.7. If the seller disagrees with the buyer's claim, the seller will provide a reasoned response within 14 calendar days of receiving the request, unless the law provides otherwise.

8. Product prices and payment

• 8.4. The buyer agrees that purchase documents, including VAT invoices, may be provided electronically to the email address supplied by the buyer or with the product.
• 8.5. After an order is confirmed, the product price may change only in exceptional circumstances for objective reasons beyond the seller's control. In that event, the buyer may cancel the order.

9. Delivery

• 9.1. Products are delivered within the territory of the Republic of Lithuania.
• 9.5. If a product is not in stock or is made to order, the delivery time is stated in the product description, during checkout or agreed separately with the buyer.
• 9.6. The buyer must provide an accurate delivery address and ensure that the products can be handed over at the time of delivery.
• 9.7. The buyer must accept the products personally or arrange for another authorised person to accept them.
• 9.8. Carrying products indoors, assembly and other additional services are not included in the delivery price unless stated otherwise on Denora.lt or during ordering.
• 9.9. On delivery, the buyer must check the condition of the packaging and the product.
• 9.10. If the buyer notices damage to the packaging or product, it must be noted on the delivery document or reported immediately to info@denora.lt with photographs.
• 9.11. If the buyer accepts the product without comments, it is considered delivered in proper condition except for hidden defects or manufacturing faults.
• 9.12. The risk of accidental loss or damage passes to the buyer when the product is handed over.
• 9.13. If the buyer does not collect the product from a parcel locker, post office or by another agreed method, it may be returned to the seller and redelivery may incur an additional charge.

10. Product quality and warranty

• 10.1. The characteristics of each product are stated in its description on Denora.lt.
• 10.2. Products sold by the seller are of satisfactory quality and match the characteristics stated in their descriptions.
• 10.3. Product images are illustrative. Screen settings, lighting and other technical factors may cause the actual colour, shade or texture to differ slightly from the image.
• 10.4. Before purchasing, the buyer should carefully read the product description, dimensions, materials, colour and other characteristics.
• 10.5. Products are covered by the statutory quality guarantee.
• 10.6. For products sold to consumers, the quality guarantee may not be shorter than 2 years from receipt unless the law provides otherwise.
• 10.7. Any additional warranty provided by the seller is stated in the product description or warranty document.
• 10.8. The warranty does not cover damage caused by improper use or assembly, mechanical damage, chemicals, moisture, heat, sharp objects, improper care or use for an unintended purpose.

11. Right to withdraw from a distance contract

• 11.2. To withdraw, the buyer must notify the seller by email at info@denora.lt.
• 11.3. The right of withdrawal does not apply to products made to the buyer's specifications, perishable goods, goods that cannot be returned after opening for hygiene or health reasons, goods inseparably mixed with other items after delivery, or other exceptions under the Civil Code of the Republic of Lithuania.
• 11.4. A returned product must be unused, undamaged and in saleable condition, with labels, protective packaging and the original packaging where supplied.
• 11.5. The buyer is liable for any reduction in value if the product has been used beyond what is necessary to establish its nature, characteristics and operation.
• 11.6. The buyer bears the cost of returning a product of satisfactory quality unless the seller states otherwise.
• 11.7. The buyer will be refunded within 14 calendar days of the seller receiving notice of withdrawal, although the seller may withhold the refund until the product is returned or proof of dispatch is provided.
• 11.8. Refunds are made using the same payment method unless the buyer and seller agree otherwise.

12. Returning products of satisfactory quality

• 12.1. Products of satisfactory quality are returned in accordance with the laws of the Republic of Lithuania.
• 12.2. A product of satisfactory quality being returned must be unused, undamaged and in saleable condition, with its original packaging, accessories, instructions and documents where supplied.
• 12.3. If a returned product is damaged, used or no longer in saleable condition, the seller may refuse the return or reduce the refund.
• 12.4. If a product was sold as a set, all parts of the set must be returned.

13. Products of unsatisfactory quality

• 13.1. If the buyer receives a product of unsatisfactory quality, they may contact the seller at info@denora.lt.
• 13.2. The buyer must include the order number, describe the defect and, where possible, attach photographs or video.
• 13.3. If a product does not meet quality requirements, the buyer may request repair, replacement, a proportionate price reduction, or a refund and termination of the contract where the defect is material.
• 13.4. The buyer may not terminate the contract if the defect is minor.
• 13.5. Where a product is returned for unsatisfactory quality, the seller covers reasonable return costs.
• 13.6. A refund for a product of unsatisfactory quality is made within 5 working days of its return to the seller or the decision to issue the refund.
• 13.7. No refund is issued if the product was damaged through the buyer's fault, improper use or assembly, improper care or use for an unintended purpose.

14. Incorrect products delivered

• 14.1. If the wrong product is delivered, the buyer must notify the seller immediately and no later than 7 working days by email at info@denora.lt.
• 14.2. In that case, the seller will replace the product at its own expense or refund the amount paid.
• 14.3. If the seller does not have the ordered product, the buyer will receive a full refund of the amount paid for it.

15. General return rules

• 15.1. To return a product, the buyer must contact the seller at info@denora.lt.
• 15.2. When returning a product, the buyer must provide proof of purchase or other information confirming the order.
• 15.3. A returned product must be properly packaged to prevent damage in transit.
• 15.4. The seller is not liable for products damaged during return shipping if the buyer packaged them improperly.
• 15.5. The return, exchange or quality assessment of heavy goods, including furniture, is arranged individually by email at info@denora.lt.
• 15.6. The seller bears the return costs for a product of unsatisfactory quality.
• 15.7. The buyer bears the return costs for a product of satisfactory quality.
• 15.8. All gifts or additional products received with the returned product must also be returned.

16. Liability

• 16.1. The buyer is liable for unlawful actions carried out while using Denora.lt.
• 16.2. The buyer is responsible for the security of their login details.
• 16.3. If a third party uses Denora.lt with the buyer's login details, the actions are considered to have been performed by the buyer.
• 16.4. The seller is not liable for losses arising because the buyer failed to read these terms, the Privacy Policy or the product description despite having the opportunity to do so.
• 16.5. The seller is not responsible for the content, accuracy or availability of third-party links on Denora.lt.

17. Marketing activities

• 17.1. The seller may run promotions, apply discounts, make special offers or use other marketing measures.
• 17.2. The terms of promotions and discounts are provided on Denora.lt or on the relevant product page.
• 17.3. The seller may change or end promotions without separate notice where this does not conflict with the laws of the Republic of Lithuania.

18. Exchange of information

• 18.1. All communication relating to product purchases takes place through the contact details provided on Denora.lt.
• 18.2. Notices to the buyer are sent to the provided email address, by SMS or by telephone.
• 18.3. The buyer is responsible for providing accurate contact details.

19. Final provisions

• 19.1. These terms have been drawn up in accordance with the laws of the Republic of Lithuania.
• 19.2. Relations arising under these terms are governed by the law of the Republic of Lithuania.
• 19.3. All disputes will first be resolved through negotiation.
• 19.4. If no agreement can be reached, disputes will be resolved in accordance with the laws of the Republic of Lithuania.
• 19.5. A buyer who is a consumer may contact the State Consumer Rights Protection Authority of Lithuania: Vilniaus g. 25, 01402 Vilnius, email tarnyba@vvtat.lt, tel. +370 5 262 6751, www.vvtat.lt.
• 19.6. The buyer may also submit a complaint through the European online dispute resolution platform: https://ec.europa.eu/odr.