Refund & Return Policy

1. Changing your mind within 14 days

If you are a consumer in the European Union, you may withdraw from your purchase within 14 days of receiving it, without giving any reason. This right comes from Directive 2011/83/EU on consumer rights.

The 14-day period runs from the day you, or someone you nominated, physically received the goods. If your order arrived in several parcels, it runs from the day you received the last one.

You do not need our permission to withdraw, and you do not have to explain why. You simply have to tell us within the period.

2. How to start a return

Email us at [CONTACT EMAIL] before the 14 days expire, stating clearly that you wish to withdraw from the purchase.

Please include your order reference, which appears on your order confirmation and on the thank-you page after checkout. It makes the process considerably faster.

We will reply with the return address and any instructions. You may also use the model withdrawal form set out in the Directive, but you are not required to.

Sending the goods back without telling us first is not enough on its own — the law requires an unambiguous statement of your decision.

3. Sending the goods back

Return the goods without undue delay, and in any event within 14 days of telling us that you are withdrawing.

Pack the tray so that it will not be damaged in transit. Where possible, use the original packaging. We recommend a tracked service, because you carry the risk until the parcel reaches us.

Keep your proof of postage. It is also accepted as evidence that you returned the goods in time.

4. Condition of returned goods

You may unpack and inspect the tray as you would in a shop — try it in your cup holder, check the size and the finish, and see how it works.

You are liable only for any loss in value caused by handling that goes beyond establishing the nature, characteristics and functioning of the product. In practice this means a tray that has been used on real journeys, scratched, stained or modified may be refunded at a reduced amount.

We will always tell you before deducting anything, and explain how the deduction was calculated.

5. Who pays for return postage

If you are returning the goods because you changed your mind, you pay the direct cost of sending them back.

If the goods are faulty, damaged on arrival, or not what you ordered, we pay the return cost. Do not be out of pocket in that situation — contact us and we will arrange or reimburse the return.

6. How and when you are refunded

We refund all payments received from you, including the standard delivery charge you paid when ordering.

If you chose a more expensive delivery option than our standard one, we refund the standard cost rather than the premium you paid for faster shipping.

We issue the refund without undue delay and no later than 14 days after you tell us you are withdrawing. We may hold it until we have received the goods back, or until you send proof that you have returned them, whichever comes first.

Refunds go back to the payment method you originally used, through Stripe. You will not be charged any fee for the refund itself.

Once we issue a refund, how quickly it appears on your statement depends on your bank — typically a few working days.

7. Faulty, damaged or incorrect items

Separately from the 14-day withdrawal right, you have a statutory guarantee that goods conform to the contract, under Directive (EU) 2019/771. This lasts two years from delivery and is not affected by the 14-day period passing.

If your tray is faulty, arrives damaged, or does not match its description, contact us at [CONTACT EMAIL] with your order reference, a description of the problem, and a photograph if you can take one.

You are entitled to have the item repaired or replaced free of charge. Where that is impossible, disproportionate, or not done within a reasonable time, you may ask for a price reduction or cancel the purchase for a refund.

We do not ask you to pay postage on a faulty item, and we do not require the original packaging in these cases.

8. If your order never arrives

If your parcel has not arrived within a reasonable time after dispatch, contact us and we will investigate with the courier.

Until you take physical possession of the goods, the risk of loss or damage in transit is ours. If the parcel is lost, you are entitled to a replacement or a full refund.

Please check the delivery address on your order confirmation. We cannot take responsibility for a parcel delivered to an incorrect address that you supplied, though we will still try to help recover it.

9. Exchanges

We do not operate a separate exchange process. If you would like a different variant, the simplest route is to return the item for a refund and place a new order, so that neither of us is left waiting.

If the item you received was faulty or incorrect, we will send a replacement rather than asking you to reorder.

10. Orders that are not covered

The 14-day withdrawal right applies to consumers buying at a distance. It does not apply to purchases made by a business for business purposes.

We may decline a change-of-mind return where the product has been damaged through misuse, modified, or returned without its essential parts. This does not affect your statutory rights if the product was faulty.

11. Questions and complaints

If anything about a return or refund is unclear, or you are unhappy with how we have handled it, write to [CONTACT EMAIL]. We would rather resolve it directly.

If we cannot reach agreement and you are a consumer resident in Lithuania, you may apply for out-of-court resolution to the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba), Vilniaus g. 25, 01402 Vilnius, email tarnyba@vvtat.lt, website vvtat.lt. Consumers elsewhere in the EU may apply to the equivalent body in their own country.