Refund policy
Last updated: 27 May 2026
This Returns and Refund Policy applies to products purchased through the online store www.monnamuza.eu (the Store).
Seller: MB Monnamūza
Company registration number: 306593603
Registered office address: Raganių 1-oji g. 3, LT-91270 Klaipėda, Lithuania
Email: info@monnamuza.eu
Telephone: +370 659 21999
Website: www.monnamuza.eu
1. Right of Withdrawal
A consumer who purchases a product online through the Store has the right to withdraw from the purchase contract within 14 calendar days without giving any reason, except where an exemption provided by applicable law applies.
The 14-day withdrawal period begins on the day on which the consumer, or a third party indicated by the consumer other than the carrier, receives the product.
Where several products ordered in one order are delivered separately, the withdrawal period begins on the day the last product is received.
2. How to Notify Us of a Withdrawal
To exercise the right of withdrawal, the Customer must send a clear statement within 14 calendar days by email to:
We recommend including:
- full name;
- order number;
- the product or products being returned;
- date on which the product was received;
- contact details.
The Customer may also use the model withdrawal form provided at the end of this Policy, but its use is not mandatory.
3. Sending a Product Back
After notifying the Seller of the withdrawal, the Customer must send or hand over the product to the Seller no later than 14 calendar days from the date on which the withdrawal notice was submitted.
Return address:
MB Monnamūza
Raganių 1-oji g. 3
LT-91270 Klaipėda
Lithuania
Tel. +370 659 21999
Email: info@monnamuza.eu
Before sending a product back, we recommend contacting us by email so that we can provide the most appropriate return instructions. This does not limit the Customer’s right to submit a withdrawal notice within the applicable deadline.
4. Condition of Returned Products
The Customer may inspect and handle a product only to the extent that would normally be possible in a physical retail store, except for goods subject to statutory return exemptions after their protective seal or packaging has been broken.
Returned products must be:
- securely packaged;
- returned with their remaining accessories and components;
- free from damage caused by the Customer;
- unused beyond what is necessary to establish their nature, characteristics and functioning.
The Customer is responsible for any diminished value of the product resulting from handling beyond what is necessary to inspect or test it.
We ask Customers to retain original packaging where it is necessary for safe return shipment or assessment of the product’s condition. The absence of transport packaging alone does not automatically remove the right of withdrawal.
5. Returns of Handmade Jewellery
Handmade jewellery listed in the Store and produced in advance for general sale may be returned within 14 calendar days in accordance with this Policy.
The fact that a piece of jewellery is handmade does not in itself exclude the Customer’s right of withdrawal.
Returned jewellery must not have been worn beyond what is necessary to inspect or try it on, and must not be damaged, soiled or diminished in value due to the Customer’s actions.
6. Personalised or Made-to-Order Products
The 14-day right of withdrawal does not apply to products made according to the Customer’s specific instructions or clearly personalised for that Customer, including:
- jewellery made to a specifically requested length, size or composition;
- products manufactured according to an individually agreed design;
- products containing personalised inscriptions, initials or similar personal features;
- products individually created or modified at the Customer’s request.
This exemption applies only where a product has actually been individually produced or adapted according to the specific Customer’s choices.
Personalised or made-to-order products may still be returned, replaced or subject to a legal claim if they are defective, damaged in transit or do not conform to the agreed order.
7. Returns of Perfumes, Perfume Samples and Discovery Sets
Perfumes, perfume samples and perfume sets purchased online may be returned within 14 calendar days, provided that:
- the product has not been opened, used or tested;
- any protective film, seal, security sticker or other sealed original packaging remains intact, where the product was supplied with such protection;
- the product remains in a condition suitable for resale.
If, following delivery, the Customer opens a perfume, perfume sample or set, breaks its protective film, seal, security sticker or other sealed packaging, or tests the product, return of that conforming product may be refused for health protection and hygiene reasons.
This restriction does not apply where:
- an incorrect product was delivered;
- the product is defective;
- the product was damaged during delivery;
- the Customer has other statutory rights due to a lack of conformity.
Before purchasing a full-size perfume bottle, we recommend choosing a perfume sample or a Discovery set first.
8. Sealed Goods Subject to Hygiene Restrictions
If a product, such as certain earrings or another hygiene-sensitive item, is supplied in sealed protective packaging, the return of a conforming product may be refused after that protective seal has been broken where, for health protection or hygiene reasons, the product is no longer suitable for resale.
This provision does not apply to defective, damaged or incorrectly delivered products.
9. Gift Vouchers
A Customer may withdraw from the online purchase of an unused gift voucher within 14 calendar days from the date of purchase, provided that the voucher has not been used in whole or in part and no other statutory exception applies.
A gift voucher which has already been used, in full or in part, cannot be returned as an unused voucher.
Where a product lawfully returned by the Customer was paid for using a gift voucher, the amount paid using that voucher may be refunded by reinstating the voucher value or issuing a voucher of equivalent value.
10. Return Costs
Where a Customer returns a conforming product under the 14-day right of withdrawal, the direct cost of returning the product is borne by the Customer.
Where a product is defective, damaged during delivery or incorrectly delivered, reasonable return costs are borne by the Seller.
The Seller is not responsible for products lost or damaged during return shipment where the Customer selected a return method without appropriate protection or tracking, except where otherwise required by applicable law.
11. Refunds Following Withdrawal
Where the Customer properly exercises the right of withdrawal, the Seller will refund the payments received for the returned product, including the initial standard delivery cost, no later than 14 calendar days from the day on which the Seller receives the Customer’s withdrawal notice.
Where the Customer selected a delivery method that was more expensive than the least expensive standard delivery option offered by the Seller, the additional delivery cost will not be refunded.
The Seller may withhold the refund until the returned product has been received or until the Customer provides evidence that the product has been sent back, whichever occurs first.
Refunds will be made using the same payment method used for the original payment, unless the Customer expressly agrees otherwise and incurs no additional cost as a result.
12. Defective, Damaged or Incorrect Products
If you receive a defective, damaged or incorrect product, please contact the Seller by email:
Please include:
- your order number;
- a description of the issue;
- photographs or other evidence of the issue, where reasonably available.
The Customer’s statutory rights relating to defective or non-conforming products are exercised in accordance with applicable Lithuanian law. Those rights are separate from and are not limited by the 14-day right of withdrawal.
13. Uncollected Parcels or Incorrect Delivery Details
The Customer is responsible for providing correct and complete delivery details and for collecting the parcel within the period specified by the carrier.
Where a parcel is returned to the Seller because an incorrect address was supplied or because the Customer failed to collect it, the Customer may be required to pay the cost of reshipping or reasonable return costs.
This provision does not limit the consumer’s right to withdraw from a distance contract where that right applies.
14. Complaints and Dispute Resolution
If a Customer considers that their rights have been infringed, the Customer must first submit a written complaint to the Seller:
MB Monnamūza
Company registration number: 306593603
Raganių 1-oji g. 3, LT-91270 Klaipėda, Lithuania
Email: info@monnamuza.eu
Tel. +370 659 21999
The Seller will examine the consumer’s complaint free of charge and provide a detailed reasoned written response no later than 14 calendar days from the date the complaint is received.
If the Seller’s response does not satisfy the Customer, the claim is only partly accepted, or no response is provided within the required period, the Customer may apply to:
State Consumer Rights Protection Authority (VVTAT)
A. Goštauto g. 12, 01108 Vilnius, Lithuania
Website: https://vvtat.lrv.lt
Electronic submission through VTIS: https://www.vtis.lt
15. Model Withdrawal Form
Complete and send this form only if you wish to withdraw from an online purchase contract.
To:
MB Monnamūza
Raganių 1-oji g. 3
LT-91270 Klaipėda, Lithuania
Email: info@monnamuza.eu
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product name: ____________________________________
Order number: ____________________________________
Order date: ____________________________________
Date received: ____________________________________
Customer name: ____________________________________
Customer address: ____________________________________
Email address / telephone number: ____________________________________
Date: ____________________________________
Signature, only if submitted on paper: ____________________________________