Refund policy

Last updated: 2026-03-09

This Return & Refund Policy applies to purchases made at www.naturaldermapet.lt and forms part of our Terms and Conditions of Sale. It is designed to comply with EU consumer law and the Civil Code of the Republic of Lithuania.

1. Scope & Eligibility

  • This policy applies to Consumers (natural persons purchasing for non-business purposes). Business Clients are subject to contract terms agreed at purchase.
  • Return rights do not limit your statutory rights regarding faulty or non-conforming goods.

2. Right of Withdrawal (14 Days)

  • You may withdraw from a distance contract within 14 calendar days from the day you (or a third party indicated by you) received the goods, without giving any reason.
  • To exercise the right of withdrawal, notify us in writing at hello@groomica.eu with your order number, items and quantities, and reason (optional).
  • You must dispatch the goods back within 14 calendar days of sending your withdrawal notice.

3. Return Conditions (Non-defective Goods)

  • Items must be unused, undamaged, complete, in original packaging with all labels, accessories, and gifts (if any).
  • Please pack safely to prevent transport damage. Responsibility for the goods rests with you until we receive them.
  • Unless otherwise stated, return shipping costs are borne by the customer. We can provide guidance and recommended carriers on request.

4. Return Exclusions (Hygiene & Custom Goods)

In line with Civil Code Article 6.228(10), the right of withdrawal does not apply to:

  • Hygiene and cosmetic products for pets (e.g., shampoos, conditioners, sprays, perfumes, wipes) once their packaging or seal is opened or damaged.
  • Goods made to your specifications or clearly personalized.
  • Single-use items or goods that cannot be returned for health protection or hygiene reasons once unsealed.
  • Goods used or tested beyond what is necessary to establish their nature, characteristics and functioning, causing loss of commercial value.

5. Faulty, Damaged or Incorrect Items

  • If your product is defective, arrives damaged, or you received the wrong item, contact us within a reasonable time (preferably within 3 business days of delivery) at hello@groomica.eu.
  • Provide your order number, photos or videos of the issue and packaging, and a brief description. Keep packaging until the claim is resolved.
  • Subject to inspection, we will offer one of the following remedies in accordance with law: replacement, proportional price reduction, or a full refund.
  • For courier-caused damage, note the damage on the courier's document at delivery or request the courier to record it digitally where available.

6. How to Return (RMA Steps)

  1. Request: Email hello@groomica.eu with subject "Return request – Order #XXXX".
  2. Approval & Instructions: We confirm eligibility and send return instructions (return address and packing guidance).
  3. Pack & Ship: Use a trackable service. Responsibility for the goods rests with you until we receive them.
  4. Inspection: On receipt, we inspect within 5 business days and notify you of the outcome.

7. Refunds

  • For accepted consumer withdrawals, we refund the full amount paid, including the original delivery fee, within 14 days from the day we receive the goods or proof of return shipment (whichever is earlier).
  • Refunds are issued to the original payment method. If that is not possible, we will contact you to agree on an alternative.
  • If the returned goods are diminished in value due to handling beyond what is necessary to establish their nature and characteristics, we may deduct an amount reflecting the loss of value.
  • To prevent fraud and comply with anti-money laundering regulations, refunds are strictly issued to the same payment method used for the original transaction. Under no circumstances will refunds be transferred to a different bank account or third party.

8. Exchanges

  • Direct exchanges depend on stock availability. Otherwise, we will process a refund and you may place a new order.

9. Undelivered, Unclaimed or Wrong-Address Parcels

  • If an order is returned to us as unclaimed, refused, or due to an incorrect address provided by the customer, we can reship once any additional shipping fees are paid. Alternatively, we can refund the product price less actual outbound and return shipping costs, unless you exercised a valid right of withdrawal within 14 days.

10. Contact

For all return and refund questions, contact: hello@groomica.eu

Groomica, UAB
Company code: 307092132
VAT number: LT100017601817
Email: hello@groomica.eu

11. Complaints & ADR

If you are not satisfied with our response, you may apply to the State Consumer Rights Protection Authority (VVTAT) at www.vvtat.lt or use the European Commission's ODR platform at https://ec.europa.eu/odr.

12. Updates

We may amend this policy to reflect legal or operational changes. The latest version is published on our website and applies from the date of publication.