What is the deadline for returning or exchanging a quality product you have purchased?
Returns must be submitted within 14 calendar days from the date of receipt of the products.
What items can you return or exchange?
You can return or exchange any products purchased directly from the ROBI AGNES studio or the online store at www.robi-agnes.com. If you purchased our product in another store/online store, you must contact the store where you purchased it, to arrange a refund or replacement.
When returning or exchanging a product, you must comply with the following conditions:
- The appearance of the product and packaging has not changed significantly;
- The product has not been used, soiled and/or damaged;
- The original labels have not been removed from the product;
- You have the document confirming the purchase of the products.
If more than 14 calendar days have passed since the date of delivery of the products or if one of the above conditions has been violated, we cannot accept or replace the products.
If there are a wish to return only one part from the purchased set, then the refund is calculated by the exact part specifically of the set.
How can you return a proper quality product?
By informing us about this on your account at www.robi-agnes.com. If you do not have an account, please inform us by e-mail at contact@robi-agnes.com.
The packaged product must be delivered in person or by courier service to our studio at the following address: UAB ROBI AGNES, A. Juozapavičiaus st. 9A-179, 09311 Vilnius, Lithuania, +37061280737, or to any post office located in the CUP store – Upės st. 9, Vilnius, 09308 Vilnius City Municipality.
The customer has to bear the costs of returning the products.
Returns are not accepted via Lietuvos Paštas (except when sent from outside Lithuania).
Upon receipt of the returned products, we will transfer the money paid to you within 14 calendar days to the same account from which the payment for the products was made.
Any bank or other fees related to the processing of the refund to the customer's account must be covered by the customer.
Shipping fee is not refundable.
How can you exchange a proper quality product?
To arrange an exchange, contact us on your account at www.robi-agnes.com. If you do not have an account, please inform us by e-mail at contact@robi-agnes.com.
Upon receiving your request, we will contact you by telephone or e-mail to agree on the details of the replacement product.
The product you wish to exchange must be delivered in person or by courier service to our studio at the following address: UAB ROBI AGNES, A. Juozapavičiaus st. 9A-179, 09311 Vilnius, Lithuania, +37061280737, or to any post office located in the CUP store – Upės st. 9, Vilnius, 09308 Vilnius City Municipality. The customer has to bear the costs of returning the products.
Once we receive the product you wish to exchange, we will send you the new product at our expense within 3 business days. If we do not have the new product you want, we will refund your money.
What if you receive a defective product?
Contact us at contact@robi-agnes.com, and provide information about the defective product you received.
Upon receiving your request regarding a defective product, we will arrange a courier or a postage label to pick up the defective product from so that you can return it to us.
Upon receiving a returned defective product, we will inspect it and, if we determine that the returned product is defective, we will send you a similar product of the same quality at our expense within 3 business days. If we do not have the colour or size of the product you purchased and you do not wish to purchase another model, we will refund your money.
Who pays for the return and replacement of defective products?
If a faulty item is returned or exchanged, we will cover the expenses for its return and exchange.
Gift Card Validity and Returns
Gift cards are valid for a period of 1 year from the date of issue. The validity period cannot be extended, and gift cards are non-refundable.
If you return a product purchased using a gift card, you will receive a new gift card equivalent to the value of the returned item. This replacement gift card will be valid for 3 months. If a partial payment was made by bank transfer, cash, card or our eshop at the time of purchase, the additional amount paid will be refunded via bank transfer.
Who should you contact if you have further questions?
Please contact us by e-mail at contact@robi-agnes.com.