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Help

What if I received a defective product?

You can immediately return goods of poor quality to the courier upon home delivery of your order or to a “Rimi” employee when picking-up your order at the store. If you notice poor quality goods later on, please call our free of charge customer service line 8 800 29 000 and/or send an e-mail to info.lt@rimibaltic.com.

What should I do if I did not receive the ordered goods or the ordered quantity, and this information has not been marked on the delivery note or invoice?

If you notice any discrepancies during delivery/pick-up, be sure to inform the courier or the “Rimi” employee delivering your order. If you notice any discrepancies later on, please call our free of charge customer service line 8 800 29 000 and/or send an e-mail to info.lt@rimibaltic.com.

What should I do if I received goods which I did not order, and they are not alternative products?

If you notice any discrepancies during delivery/pick-up, be sure to inform the courier or the “Rimi” employee delivering your order. If you notice any discrepancies later on, please call our free of charge customer service line 8 800 29 000 and/or send an e-mail to info.lt@rimibaltic.com.

What should I do if I do not like the replaced products received?

If you do not like the replaced products, you can return them to the courier or “Rimi” employee during the delivery/pick-up of goods. If you notice the replaced products which you do not like later on, please call our free of charge customer service line 8 800 29 000 and/or send an e-mail to info.lt@rimibaltic.com.

What quality goods cannot be returned?

Pursuant to provisions of the Civil Code of the Republic of Lithuania and the Retail Trade Rules approved by Resolution No. 697 of the Government of the Republic of Lithuania of 11 June 2001, the following quality goods shall not be replaced and returned:

  • custom-made goods according to specific instructions of a user, that are not prefabricated and have been made given the consumer’s personal choice or instructions, or goods, which are clearly adapted to personal needs of the user;
  • perishable goods or goods with a short shelf life;
  • packaged goods which have been unpacked after delivery and are unsuitable for return for health or hygiene reasons;
  • packaged video, audio recordings or software that was unpacked after delivery;
  • newspapers, periodicals or magazines.
How long does it take to get money back for a lower product weight, undelivered or returned goods?

Money will be refunded to the account which you used to pay for your order within 5 business days.

What proof of purchase is required to return defective goods or goods of poor quality?

When applying for defective goods or goods of poor quality, please describe or tell us the situation, provide a photo of the defective product and an electronic receipt received at the time of purchase.

How is the amount payable calculated if the weight of delivered goods is lower or greater than the weight ordered?

If you received goods for an amount which is higher than you paid for due to a weight error, you will not be charged for the extra weight. If you received less than what you paid for due to a weight error, we will refund the price difference to the account which you used to pay for your order within 5 business days.

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