Refund policy

Effective from 4 November 2026. The version in force when the order was placed applies, subject to mandatory consumer rights.

At a glance: key deadlines

• Withdrawal notice: within 14 calendar days of receiving the goods.
• Sending or handing goods back: within a further 14 calendar days after notifying us of withdrawal.
• Refund: within 14 calendar days of receiving your notice; we may withhold payment until we receive the goods or evidence that you sent them back, whichever happens first.

The rules for calculating deadlines and the exceptions below apply.

1. Scope and contact details

This policy applies to consumers buying online from UAB Kristalė, company number 302446310, VAT number LT100005108618, Sporto g. 8-77, Vilnius, Lithuania. Email: administracija@beza.lt. Telephone: +370 655 59770. A consumer is an individual buying for purposes outside their trade, business or profession.

It also applies when a contract is concluded online and the goods are collected at our salon. Purchases concluded in a physical shop follow the rules for in-store purchases. Returns by companies and other business customers are agreed separately; statutory consumer withdrawal rights do not automatically apply to them.

2. How and when to notify us of withdrawal

Unless a statutory exception applies, you may withdraw from an online goods purchase without giving a reason within 14 calendar days. The period starts on the day after you, or a person you designate other than the carrier, receive the goods. If items from one order arrive separately, it starts after the last item is received. If the final day is not a working day, the deadline moves to the next working day.

Before the deadline, email administracija@beza.lt or post a notice to the seller's address. A clear statement is sufficient. Include:

• your name;
• the order number or other information identifying the purchase;
• the goods concerned;
• your decision to withdraw.

A particular form, signed scan, photographs and a reason for returning goods that are not faulty are not required. Keep evidence that you sent the notice.

We acknowledge emailed notices by email. Withdrawal does not require our prior permission or a specially created account. You may also withdraw before delivery. If the parcel has not been dispatched, contact us promptly so that we can stop preparation. If it has been dispatched, we will arrange how it should be returned.

To request a return online, visit account.beza.lt, sign in using the code sent to the email address used for the purchase, select the order and, if the return action is available, select the items and confirm the request. If you cannot see the action, email administracija@beza.lt. Acknowledging a request does not mean that a refund has already been issued. The availability of self-service does not limit your statutory rights.

3. Coordinating the return, dispatch and costs

Before sending goods back, please first contact our administration at administracija@beza.lt or submit a request in your account, if available for the order, and coordinate the return process. If possible, email photographs of the goods, labels and packaging to help us make a preliminary assessment of condition and possible return exceptions and avoid unnecessary shipping. A request already submitted in your account does not need to be submitted again by email.

Our administration will provide shipping instructions and explain any findings. An assessment based on photographs is preliminary; we may clarify the condition assessment after receiving the goods.

This coordination does not restrict your statutory right of withdrawal. Where that right applies, send or hand the goods back without undue delay and no later than 14 calendar days after notifying us of withdrawal. Dispatch before the deadline is sufficient. Waiting for our response does not extend this deadline.

Recipient: UAB Kristalė, Sporto g. 8-77, Vilnius, Lithuania. You may hand goods in at the salon during opening hours or send them securely packaged. Contact us before dispatch if your carrier needs further delivery details.

For withdrawal from a purchase of goods that are not faulty, you pay the direct return shipping costs unless we agree otherwise. Do not send cash-on-delivery parcels. For a wrong or potentially faulty item, contact us first so that we can arrange return at our expense. We do not charge an administration or fixed restocking fee for exercising statutory rights.

4. Inspection and diminished value

You may inspect and handle goods as necessary to establish their nature, characteristics and functioning, similarly to an examination in a shop. Handle them carefully, retain all components, accessories, instructions, labels and packaging, and pack returns securely. Opening ordinary packaging where necessary for inspection does not by itself remove the right to withdraw.

Clothing may be tried on briefly. Until you decide to keep it, please do not wear it in everyday life, exercise or sleep in it, wash it, apply fragrances or remove labels. Inspect supports carefully and follow the manufacturer's instructions. These requests do not remove the right to necessary examination where no hygiene exception applies.

You are responsible only for loss in value caused by handling beyond what is necessary for inspection. The following may be assessed where they actually reduce the value:

• wearing;
• washing;
• contamination;
• missing accessories;
• unnecessary packaging damage.

A removed label or damaged packaging does not always mean that value has been lost.

We assess diminished value individually using the actual condition and an objective calculation. We explain the facts, evidence and amount claimed, and follow the applicable rules for making a claim and setting it off. We do not apply a fixed penalty or automatically withhold the entire price. The fact that we have no spare box for a KOWA or other product is not a reason to refuse a return. Loss caused by necessary packaging opening is not passed on to the customer. No liability for diminished value applies where excluded by law, including failure to provide the required withdrawal information.

5. Exceptions to withdrawal

The right to withdraw from purchases of goods that are not faulty does not apply in the cases specified by law, including goods made to the consumer's specifications or clearly personalised, rapidly perishable goods or goods with a short shelf life, and sealed goods unsealed after delivery that are unsuitable for return for health protection or hygiene reasons.

We apply the hygiene exception only where the particular product meets these conditions. Before purchase, its product page explains the protection and consequences of unsealing. Calling an item a hygiene product, contact with skin or opening an outer box is not sufficient by itself. Clothing and supports are not automatically non-returnable. Choosing a standard size or colour is not by itself personalisation.

These exceptions do not restrict rights concerning faulty, incorrectly supplied or misdescribed goods. A discount, promotion or clearance sale does not by itself remove statutory rights.

6. Refunds

On withdrawal, we refund without undue delay and no later than 14 calendar days after receiving your notice. We may withhold the refund until we receive the goods or evidence of dispatch, whichever happens first, unless we have offered to collect the goods ourselves. Receiving the goods does not start a new 14-day period.

We use the original payment method unless you expressly agree otherwise and incur no additional costs. When you withdraw from the whole order, we also refund the cost of the least expensive standard delivery we offered; any extra cost for a more expensive delivery option is not refunded. For a partial return, the original delivery charge is not refunded to the extent that the same charge would have applied to the goods you keep. Returns do not create a new delivery charge retrospectively.

7. Size exchanges and missed deadlines

If the size of a non-faulty item is unsuitable and you have a right to withdraw, you may choose a refund. A size exchange is an additional option subject to mutual agreement and stock availability. You do not have to accept an exchange, voucher or credit instead of a lawful refund, and the seller is not obliged to offer a size exchange. For an agreed exchange, you pay direct shipping costs in both directions unless agreed otherwise. Any price difference is agreed beforehand; a difference in your favour is refunded.

The same withdrawal-notice and dispatch deadlines and the same inspection and diminished-value principles apply when arranging a size exchange. If the required size is unavailable, you may exercise your withdrawal right. Discussing an exchange does not suspend or shorten statutory rights.

If the applicable withdrawal period has expired, we may agree to accept a non-faulty return or exchange individually, but are not obliged to do so. This does not restrict rights concerning defects or any longer statutory withdrawal period where the required information was not properly provided.

8. Faulty or incorrectly supplied goods

If an item is faulty, does not match its description or is not what you ordered, email administracija@beza.lt with the order details, problem and remedy sought. If possible, add photographs or a video to help us assess it. An order number, invoice, payment record or other suitable evidence may establish the purchase; lack of an original receipt alone is not a reason to reject a claim.

Statutory rights for non-conforming goods apply, including the seller's liability for defects that become apparent within two years of delivery, subject to the statutory conditions and nature of the goods. This is not a promise that consumable goods retain their properties for two years regardless of their expiry date or use.

Under the applicable law, you may first seek free repair or replacement unless the chosen remedy is impossible or disproportionate. Where the legal conditions are met, you may seek a proportionate price reduction or termination of the contract. We pay the necessary remedy and transport costs. Neither the 14-day withdrawal period nor a hygiene exception removes these rights.

A defect claim does not require unopened packaging, all labels or an unused product. We assess the cause of the defect. Normal wear, consumption, misuse or improper care is not by itself a manufacturing defect. Failure to inspect a parcel with the courier does not by itself remove your right to make a claim.

9. Handling complaints and disputes

We provide a detailed, reasoned response to a written consumer complaint within 14 calendar days of receipt, with information supporting our decision. This response period does not extend the statutory refund deadline. If we disagree with a claim, we explain why and provide dispute-resolution information.

If no agreement is reached, you may contact Lithuania's State Consumer Rights Protection Authority through vvtat.lrv.lt or the Consumer Rights Information System, or apply to a court. This policy does not limit mandatory consumer rights, including mandatory protection applicable to consumers resident in other EU countries. The version in force when the order was placed applies insofar as it complies with mandatory law.

Model withdrawal form (optional)

Recipient: UAB Kristalė, Sporto g. 8-77, Vilnius, Lithuania, administracija@beza.lt.

I give notice that I withdraw from my contract for the purchase of these goods: ____________________

Order number or other information identifying the purchase: ____________________

Order date and date the goods were received: ____________________

Consumer name and address: ____________________

Date: ____________________

A signature is required only for a paper form. This form is optional; a clear statement by email is sufficient.