Refund policy

Returns policy

Updated: 8 October 2026

We want the item you have purchased to be right for you. If it is not, you can return it. We explain below how to do so.

1. Right to return goods within 14 days

1.1. A Buyer who is a consumer has the right to withdraw from a contract concluded in the online shop without giving any reason within 14 (fourteen) calendar days.

1.2. The period runs from the day on which the Buyer or a person designated by the Buyer (other than the carrier) actually received the goods. Where several items in a single order are delivered separately, the period runs from the day on which the last item is received.

1.3. This right applies to consumers. For legal entities, the return of goods without quality defects is not guaranteed and is agreed on a case-by-case basis.

2. How to notify us of a return

2.1. Notify us of your decision to withdraw from the contract within 14 calendar days of receiving the goods – by email at info@ideadesign.lt or by telephone on +370 620 37022.

2.2. In your notification, please state:

• the order number and date;
• the name of the item and the quantity being returned;
• your first name, surname and contact details;
• the number of the bank account to which the money should be refunded, if you did not pay by card.

2.3. You do not need to give a reason, but your comments help us improve our range.

2.4. Once we receive your notification, we will confirm it and provide you with return instructions.

3. Sending the goods back

3.1. Return the goods within 14 calendar days of the day on which you notified us of your withdrawal from the contract.

3.2. Goods can be returned:

• by bringing them to our showroom at Verkių g. 44, Unideco shopping centre, 2nd floor, Vilnius, during opening hours;
• by sending them by courier or via a parcel locker to the address we provide.

3.3. Pack the goods being returned so that they are not damaged in transit – ideally in the original packaging with protective materials. Fragile items (glass, crystal, ceramics) often break in transit without proper packaging. The Buyer is responsible for any damage caused by inadequate packaging.

3.4. Enclose the order number or a copy of the invoice with the goods.

4. Condition of returned goods

4.1. Returned goods must be:

• unused, in saleable condition and undamaged;
• unworn, with no signs of use, scratches, odours or stains;
• complete – with all parts, fixings, instructions and documents;
• in their original, undamaged packaging, with all labels and manufacturer's seals.

4.2. You may inspect and try out the goods in the same way as you would in a physical shop. A lamp may be unpacked, inspected and checked to see whether it works. However, if a lamp has been installed and connected to the electrical wiring, had its cables shortened, been repainted or otherwise altered, the Buyer is liable for the resulting diminished value of the goods (see clause 4.3).

4.3. If the value of the goods has diminished as a result of handling beyond what was necessary to establish the nature, characteristics and functioning of the goods, we will reduce the refund in proportion to the diminution in value. We will always inform you of this in writing and explain the reason.

4.4. Removing the protective film from the packaging or opening the packaging does not in itself constitute damage to the goods.

5. Who pays the return costs

5.1. When non-defective goods are returned without a reason being given (by exercising the 14-day right of withdrawal), the Buyer bears the cost of returning (sending back) the goods.

5.2. When defective, damaged or wrongly supplied goods are returned, the Seller bears all return costs. In such cases, we will either arrange a courier ourselves or reimburse the shipping costs you have incurred on the basis of the supporting document you provide.

6. Refunds

6.1. We will issue the refund no later than 14 calendar days after the day on which we receive the returned goods or the proof of dispatch you provide, whichever is earlier.

6.2. We refund the full price of the goods and the cost of standard delivery. If you chose a delivery method more expensive than the standard one, we will refund an amount equal to the cost of standard delivery.

6.3. If you return only some of the goods from an order, the delivery costs are not refunded, as the order was delivered in any event.

6.4. We refund money using the same means of payment that you used, unless you agree to a different method. If you paid by card, the amount is refunded to the same card; if you paid by bank transfer, it is refunded to the bank account you specify. Depending on the processing times of your bank or payment service provider, the amount may take a few additional working days to appear in your account.

6.5. We do not charge any fees for refunds.

7. Non-returnable goods

7.1. The 14-day right of withdrawal does not apply to goods made to the Buyer's specifications or clearly personalised for the Buyer. In our range, this applies in particular to:

• made-to-measure curtains, drapes, Roman blinds and other textile products;
• fabrics and textiles cut or measured to the length specified by the Buyer;
• curtain rail and curtain fixing systems, tracks, poles and kits cut to measure;
• custom-made or modified lamps (altered cable length, a different colour tone, custom dimensions);
• other goods made or adapted specifically to the Buyer's order.

7.2. The following also cannot be returned:

• hygiene products and other goods that are not suitable for return for health protection or hygiene reasons, if their packaging has been unsealed after delivery;
• goods which, by their nature, have been inseparably combined with other items after delivery.

7.3. These exceptions do not apply to defective goods. If a custom-made item has quality defects or does not match the agreed dimensions or the order, you always have the right to request its repair or replacement, a price reduction or a refund. In such cases, please write to info@ideadesign.lt.

7.4. Before placing an order for a custom-made item, we always confirm the dimensions, material and price in writing, so that it is clear exactly what is being ordered.

8. Defective or damaged goods

8.1. If an item arrives damaged or defective, or you receive the wrong item, notify us by email at info@ideadesign.lt and attach photographs of the item and its packaging. If the damage is visible immediately on receipt of the parcel, note it on the courier's delivery document and notify us within 1 working day.

8.2. All goods are covered by a quality guarantee of no less than 2 years. If you discover a defect, you may choose: replacement of the item, repair of the defect free of charge, a proportionate price reduction, or termination of the contract and a refund.

8.3. We will examine your claim and respond within 14 calendar days.

8.4. Please note that, in handmade glass, crystal and ceramic items and in items made of natural wood and natural fabrics, slight variations in shade, dimensions, pattern, air bubbles or texture are a natural characteristic of the material and not a quality defect.

9. Exchanges

9.1. Instead of a refund, we can exchange the item for another one – of a different model, colour or size. Any price difference is either paid by you or refunded to you.

9.2. Exchanges are possible within the same time limits and subject to the same requirements as to the condition of the goods as returns.

10. Contact details and disputes

10.1. For all questions concerning returns:

UAB “Deco ID”
Verkių g. 44, Unideco shopping centre, 2nd floor, LT-09109 Vilnius
Email: info@ideadesign.lt
Telephone: +370 620 37022

10.2. If we are unable to reach an agreement, the consumer has the right to refer the dispute to the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba, A. Goštauto g. 12, LT-01108 Vilnius, tel. +370 5 262 6760, vvtat.lrv.lt).

10.3. This returns policy forms an integral part of the Terms of Sale.