Complaints

Handling Defective Items

Even if the defects are minor, you can be sure that we will address the issue promptly and find the best solution for you. It is important to us to resolve any issues as quickly as possible, so you don't have to worry about waiting longer than necessary (we usually resolve everything within a few days).

When Can I File a Complaint?

We are responsible for product defects caused by the manufacturer or seller. However, we are not responsible for new defects and damages, especially if they occurred due to improper use or consumption of the product. We are not responsible for defects in used products if they are related to the use or consumption of the product. We are also not responsible for defects in used (non-new) products during delivery. If the product has a shelf life, we are responsible for the product's suitability for use throughout the specified period.

Please note that increased sensitivity or an allergic reaction to a purchased product does not in itself mean a product defect. Defects in free gifts or other free products that were not part of your order are also not grounds for a complaint. The product photos on our website are for illustrative purposes only and do not represent the product characteristics (e.g., the actual packaging may differ as it has been changed by the manufacturer itself).

Your Rights When Filing a Complaint

If the product is defective, we can provide you with compensation in the form of a shopping voucher.

You also have the right to demand that the defect be rectified by replacing or repairing the product.

If this is not possible or financially impractical, you have the right to request a discount on the price you paid. In such a case, you can keep the defective product and we will compensate you for a portion of the purchase price. If the product damage is significant, you have the right to withdraw from the purchase agreement. In such a case, you must return the goods to us and we will refund you the full purchase price.

How to File a Complaint

If you decide to file a complaint, please contact us at info@lipsell.lt so that we can assist you. Please remember to attach the complaint form, which you can find here.

We will inform you about the progress of your complaint, including the receipt, acceptance or rejection of the complaint. Information is provided by email or text message. We may also contact you by phone.

We will review your complaint and make a decision promptly. The complaint review, including finding a solution, will not take longer than 30 days. Otherwise, you have the right to withdraw from the purchase agreement. For a timely decision, your understanding and cooperation with us is required. If the shipment arrived damaged or the shipment is missing ordered items, we recommend keeping all packaging for at least 5 business days as evidence: photos of defects and damages will speed up the claim resolution process.

Contact Information

We will be happy to answer any questions you may have about filing complaints by email at info@lipsell.com or using the form provided below.