Last updated: April 15, 2026
1. Overview
This policy applies to standard catalogue products sold on itemsbox.lt — including our cardboard house kits, box sets, and other ready-made items available in our shop.
If you purchased a custom-made or made-to-order product (custom packaging, printed boxes, bespoke inserts, plotter-cut items), please contact us directly at info@itemsbox.lt to discuss your situation, as different terms apply.
If you have any questions, we are always happy to help: 📧 info@itemsbox.lt 📞 +370 602 21251
2. Your 14-Day Right of Withdrawal (EU Consumers)
As a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days of the day you physically receive your order — without giving any reason.
2.1 How to Notify Us
Contact us before the 14-day period expires by emailing info@itemsbox.lt with:
- Your full name
- Your order number
- The product(s) you wish to return
- A clear statement that you wish to withdraw from the contract
We will confirm receipt of your withdrawal request by email without delay.
2.2 Conditions
To receive a full refund, returned products must be:
- Unused and in their original condition
- In undamaged original packaging, with all components included
If a product is returned in a diminished condition due to handling beyond what is necessary to inspect it, we may deduct an amount from the refund to reflect the reduction in value.
2.3 Return Shipping
When exercising the right of withdrawal, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot accept liability for items lost or damaged in transit back to us.
Return address: UAB Itemsbox, Pilies g. 14, Klaipėda, Lithuania
2.4 Refund
Once we receive and inspect the returned goods, we will issue a full refund of the product price (excluding original outbound shipping costs) within 14 calendar days, via the same payment method used for the original purchase. We may withhold the refund until we have received the goods or proof of dispatch — whichever comes first.
3. Order Cancellation
3.1 Before Dispatch
You may cancel your order at any time before it has been dispatched by contacting us at info@itemsbox.lt or +370 602 21251. A full refund will be issued within 5 business days.
3.2 After Dispatch
If your order has already been dispatched, cancellation is no longer possible. Please wait for delivery and then follow the returns process in Section 2.
3.3 Cancellation by Us
We reserve the right to cancel an order in cases of pricing errors, stock unavailability, or payment failure. You will be notified promptly and a full refund will be issued within 14 days.
4. Damaged, Defective, or Incorrect Goods
If your order arrives damaged, defective, or different from what was ordered, please contact us within 7 calendar days of delivery at info@itemsbox.lt with:
- Your order number
- A description of the issue
- Clear photographs of the damage or discrepancy
Depending on the situation, we will offer a replacement, repair, or full refund. We will cover all return shipping costs for defective or incorrect items. This right applies regardless of the 14-day withdrawal window and is covered under the statutory two-year legal guarantee of conformity under EU Directive 2019/771.
5. Refund Processing Times
| Scenario | Refund Method | Timeline |
|---|---|---|
| Right of withdrawal | Original payment method | Within 14 days of receiving return |
| Cancellation before dispatch | Original payment method | Within 5 business days |
| Defective or incorrect goods | Original payment method or replacement | Within 14 days of claim approval |
| Cancellation by us | Original payment method | Within 14 days of cancellation notice |
Depending on your bank or payment provider, it may take an additional 3–10 business days for the funds to appear in your account after we have processed the refund.
6. Non-Returnable Items
Returns are not accepted for:
- Products that have been used, assembled, or altered after delivery
- Products returned without prior notification or outside the 14-day withdrawal window
- Items damaged due to misuse or improper storage after delivery