Exchange and return policy

Exchanges and returns

We always hope that the CAROL HOME products you buy will suit your taste perfectly and find a place in your home. However, if this is not the case, you can always return or exchange the product for another. If you wish to exchange or return an item you must meet the following conditions:

– The deadline for exchange or return has not expired (see below for more details).

– The goods being exchanged or returned must be in perfect condition (see below).

– Provide proof of purchase (cash register receipt or VAT invoice).

– Send/deliver goods to UAB Carolinos namai, Stiklių g. 3, Vilnius.


  1. If the Buyer changes his mind, the goods may be returned to the Seller without giving any reason for the return. The Seller has the right to refuse to accept goods of suitable quality in the categories listed in Clause 17 of the Retailing Rules, as well as goods sent to the Buyer on a customized order.
  2. If you wish to return an item, you must inform us of your decision in writing by submitting a return request, stating the reasons for your decision and enclosing proof of payment, together with the returned goods.
  3. Goods can be returned within 14 days from the day you received them. If the end of the return period falls on a public holiday, it is extended to the next working day.
  4. The costs of returning the goods are paid by the Buyer.
  5. Refunds will be made to the Buyer within 14 days of the statement of cancellation, but refunds may be delayed if we have not received the returned goods or proof of their dispatch.
  6. Goods must be returned in the original packaging of the product and the parcel, together with the product documents. Goods are to be returned to the address provided by the Seller. Before returning the goods, the Buyer must contact the Seller by e-mail
  7. The Buyer is responsible for the proper assembly and packaging of the returned goods. Breakable goods must be packed in such a way that they can be transported safely.
  8. Goods will not be taken back if they have been used and/or damaged and/or have lost their commercial appearance (changes to the appearance of the goods or their packaging that were necessary to inspect the goods are not considered to be a substantial change to the appearance of the goods).
  9. In all cases of return, the buyer must first contact UAB Carolinos namai via the contact details and only after receiving information from a member of the company’s staff must the buyer carry out the return by courier or take the goods to the company’s registered office.
  10. If the Buyer returns an item purchased at a discount, the amount paid for the item will be refunded, including the applicable discount.
  11. Goods that the Buyer does not like due to shape, size, colour, model, completeness (exept for the exceptions provided for by the legislation of the Republic of Lithuania) are to be accepted from the Buyer and replaced or refunded within 14 days from the date of return of goods.
  12. In the event of a return of the wrong goods or goods of poor quality, the Seller undertakes to take back such goods and replace them with suitable or good quality goods. In the event that the Seller does not have suitable or good quality goods or the Buyer does not wish to receive such goods, the Seller has to refund to the Buyer the money paid for the goods.
  13. The Seller has the right not to accept the Buyer’s returns if the Buyer fails to comply with the return procedures set out in this Article.
  14. Goods of unsatisfactory quality are to be exchanged or returned in accordance with the “Rules for the Return and Exchange of Goods, approved by Order No 217 of the Minister of Economy of 29 June 2001”.



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