2024.04.22

Product return policy

1. www.reach.lt Customer has the right to withdraw the Goods within 14 (fourteen) days, without giving any reason, if Goods have not been used, damaged or substantially altered in appearance, that is to say, the appearance of the goods or the packaging has been altered only to the extent necessary to enable the Customer to inspect the Goods received. The Customer must return the Goods to Plungės g. 4, Vilnius LT-02300 Lithuania (terminal 1, ramps 33-34).

2. Upon returning the Goods, the Customer shall be liable for any diminution in the value of the Goods resulting from actions not necessary to determine the nature, characteristics and performance of the Goods.

3. Goods may be returned by writing to the online shop www.reach.lt. If you make a written request, it is recommended that you use the written request form for the return of quality goods (downloadable here).

4. The Customer is liable for the loss of value of the Goods if the returned Goods or their packaging is damaged, the Goods have lost their merchantable appearance (damaged labels, protective films, etc.), the Goods have been used, the Goods are without authentic labels, protective bags and without the same accessories with which they were sold, the Goods are in unlabelled and/or non-original packaging (without the instructions and warranty card, if delivered with the Goods), or are in a different composition than the one purchased by the Customer. When returning the Goods, it is necessary to present the VAT invoice and the order number.

5. The Customer shall be responsible for the integrity of the returned Goods. If the Goods are not complete, the Seller will not accept the returned Goods.

6. The Buyer's right to return quality goods purchased in the online shop does not apply to goods referred to in Article 6.228 (10) of the Civil Code of the Republic of Lithuania.

Warranty policy

7. Most of the Goods sold in the online shop www.reach.lt are subject to a 24-month warranty period, except for certain Goods:

7.1. Screen protectors and films have a 12-month warranty period are covered by a 12 month warranty period. The warranty covers cases where the Goods are unsuitable for the specified model of device or are mechanically damaged in transit. The warranty does not cover natural wear and tear of the Goods.
7.2 Protective cases are covered by a 12-month warranty period. The warranty covers cases where the Goods  is unsuitable for the specified model of device or is mechanically damaged during transport. The warranty does not cover natural wear and tear of the Goods.
7.3 Spare parts are covered by a 3-month warranty period. The warranty shall be valid upon presentation of a VAT invoice or receipt for the work carried out by a qualified repair shop.

8. The colours of the Goods received by the Customer and the Goods displayed in the online shop may vary slightly, as the colour resolution depends on the Buyer's individual device characteristics.

9. If the delivered Goods do not meet the quality requirements, the Customer may contact the online shop in writing at www.reach.lt. In case of a written request, it is recommended to use the written request for after-sales service form (downloadable here).

10. Potentially defective Goods are first submitted for inspection. Only if the Goods are found to be faulty Customer‘s request for faulty Goods can be acted upon.

11. Devices submitted for after-sales service may not contain the Buyer's personal data.

12. The manufacturer's warranty obligations only apply if the conditions of use of the product have not been breached. Before using the Goods, the Customer must carefully read the operating instructions, if any.

13. The Seller's guarantee of quality does not limit or restrict the rights of the Customer (consumer) under the law in the event of the purchase of a defective product. Disputes concerning the quality of the Goods, returns and other conditions of sale shall be settled in accordance with the procedure laid down in the Conditions of Sale and Purchase and in accordance with national legislation.

14. Disputes relating to contractual obligations under electronic sales or service contracts between a consumer ordinarily resident in the European Union and a commercial operator established in the European Union may be brought through the Online Dispute Resolution (ODR) platform. The ODR platform provides a simple, efficient, fast, impartial, transparent and inexpensive way to resolve disputes arising from electronic transactions out of court. The ODR platform is available at: https://ec.europa.eu/consumers/odr/.

15. A Customer wishing to complain about defective or incomplete goods may do so in writing by email to info@reach.lt.

16. When submitting a complaint, the Customer must provide the following information:

16.1. the order number of the Goods;
16.2. the nature of the defect in the Goods or the missing part;
16.3. provide other evidence (e.g. a photograph of the Goods, a photograph of the defective area (if it is mechanical damage and it is possible to take a photograph), a photograph of the packaging of the Goods, etc.

17. The Customer must indicate how he wishes the complaint to be resolved when making a complaint:

17.1. the Seller shall fix the defects in the Goods within a reasonable time without charge, if the defects can be fixed;
17.2. replace the Goods with similar Goods of suitable quality;
17.3. reduce the purchase price accordingly if the Goods cannot be repaired or replaced, or if the Seller would incur disproportionate costs in doing so, taking into account all the circumstances, including the value of the Goods if the Goods were not defective and the significance of the defect/non-conformity;
17.4. refund the price paid for the Goods and termination of the Contract where the Goods cannot be repaired or replaced, or where this would result in disproportionate costs to the Seller, taking into account all the circumstances, including the value of the Goods, the absence of defects, the significance of the defect/non-conformity.

18. A response to the Customer's complaint shall be provided to the Customer within 14 (fourteen) days of receipt of the Customer‘s complaint. In the event of a refund, the Seller shall refund the Customer for the Goods or the set of Goods and the delivery cost(s) thereof by bank transfer to the bank account of the Customer of the Goods or the set of Goods.