REFUND AND RETURN POLICY
1. Nature of the Product
1.1. The landscape design projects sold on the website darnioserdves.lt are intellectual works protected by copyright.
1.2. All projects are individually personalized based on the data provided by the Customer and may be marked with:
• the Customer’s name and surname;
• order number;
• individual project code;
• identification or security markings.
1.3. The products are not mass-produced goods and are tailored specifically for an individual Customer.
2. Statutory Right of Withdrawal
2.1. In accordance with Article 16(c) of Directive 2011/83/EU of the European Parliament and of the Council, and the applicable laws of the Republic of Lithuania, the 14-day right of withdrawal does not apply to:
• goods made to the consumer’s specifications or clearly personalized;
• digital content not supplied on a tangible medium where performance has begun with the consumer’s prior express consent and acknowledgment that they lose their right of withdrawal.
2.2. Since “Darnios erdvės” projects are personalized and/or digital products, the standard 14-day right of withdrawal does not apply to them.
3. Digital Content Exception
3.1. By purchasing a digital product, the Customer expressly agrees that delivery may begin immediately after payment.
3.2. The Customer acknowledges that once the supply of digital content has commenced, they lose their right to withdraw from the contract.
3.3. The moment when the digital product is sent or when download access is granted shall be considered the commencement of supply.
4. Commercial (Goodwill) Return Option
4.1. Notwithstanding that the statutory right of withdrawal does not apply to personalized products, UAB “Serenity IN” may, at its sole discretion, allow the return of a physical product (USB drive or printed documentation) provided that all of the following conditions are met:
• the shipment remains unopened;
• the packaging is undamaged;
• the product has not been used;
• the Customer submits the return request within 14 calendar days from the date of delivery.
4.2. This possibility is a commercial goodwill option granted at the Company’s discretion and does not constitute a statutory right of withdrawal.
4.3. In such case, shipping, administrative, and banking transaction costs may be deducted from the refunded amount.
4.4. The decision to accept or reject the return shall be made after assessing the condition of the packaging and the level of product personalization.
5. Opened or Damaged Packaging
5.1. Products are delivered in sealed packaging.
5.2. Once the packaging is opened, it shall be considered that:
• the Customer had the opportunity to access and review the product;
• the product has been used or made available for use;
• the granted license has been exercised.
5.3. If the packaging has been opened or damaged after delivery and this was not recorded at the time of delivery, no refund shall be granted.
6. Copyright Protection
6.1. All projects are the intellectual property of UAB “Serenity IN”.
6.2. The Customer is granted a limited, non-exclusive, non-transferable license to use the project for personal purposes only.
6.3. It is prohibited to:
• copy;
• reproduce;
• distribute;
• transfer to third parties;
• use for commercial purposes without written consent;
• create derivative works.
6.4. In the event of unauthorized use or distribution, the Company shall have the right to claim damages in accordance with applicable law.
7. Storage of Delivery and Transfer Evidence
7.1. The Company may retain the following data as proof of product delivery:
• shipment tracking numbers;
• courier delivery confirmations;
• proof of receipt documents;
• technical records of digital content dispatch or access activation.
7.2. Such data may be used as evidence in dispute resolution procedures to confirm that the product was delivered to the Customer.
8. Dispute Resolution
8.1. All disputes shall first be resolved through negotiations.
8.2. If no agreement is reached, disputes shall be resolved in accordance with the laws of the Republic of Lithuania.
8.3. Consumers may also submit a complaint to the State Consumer Rights Protection Authority of Lithuania.
8.4. The Customer may use the European Commission’s Online Dispute Resolution (ODR) platform.