Returns & Refunds

The 14-day rule

You have 14 days from the day your order arrives, or from the day you collected it, to tell us that something was damaged, spoiled, missing, or simply not what you ordered. Write from the contact page with the order number, or call +370 5 210 4000. We do not ask for a reason beyond a short description of what was wrong.

Fresh and chilled goods: a photo is enough

Perishable food does not have to come back to us. Send one photo showing the item and, where it matters, the label or the use-by date, and we refund it. Please do not post or hand back spoiled food — it cannot be resold, and returning it only delays the refund.

This covers loose fruit and vegetables, bakery, dairy, eggs, cheese cut from the wheel and everything from the meat counter. For a weighed item, include the picked-weight label in the photo and we refund the exact weight. If a whole insulated tote arrived warm, a photo of the tote and its contents is what we need.

Packaged and non-food goods

• Unopened packaged food, drinks, household and pet goods can be returned to any of the four stores within 14 days with the receipt or the order number.
• If it is easier, we collect it on your next delivery — mention it when you write to us.
• Items must be in a condition where we can see they are unopened; a torn outer carton is not a problem.
• Damaged or wrongly picked non-food items are refunded on a photo too. We never charge return postage.

What we cannot refund

• Opened perishable goods where nothing was wrong with them — an unfamiliar taste is not a defect.
• Items reported more than 14 days after delivery.
• Goods that spoiled because a chilled tote was left unopened for hours after handover.
• Marked-down short-dated items bought in store, where the short date was the reason for the discount and was on the label.
• Age-restricted goods that the driver could not hand over — these are cancelled and refunded rather than returned, which is a different route (see clause 7 of the Terms of Service).

How and when you get the money

1. We approve most claims the same working day and send a confirmation email listing exactly what is being refunded.
2. The refund goes back to the card or bank account the order was paid from. We do not issue store credit unless you ask for it.
3. Banks normally show the money within three to five working days after we approve it.
4. If the whole order is refunded, the delivery fee goes back too. On a partial refund the fee stays, unless the refund drops your original basket below 49 EUR through our fault, in which case we return the fee as well.

Nothing here limits your statutory rights as a consumer under Lithuanian law. If we cannot agree, the dispute route is set out in clause 10 of our Terms of Service, and how we handle the data in a refund claim is in the Privacy Policy.