Returns

Returns, Refunds and Subscription Cancellation Policy

1. General provisions

Ecozyme aims to make buying simple and clear. This policy describes how returns, refunds, faulty products and subscription cancellations are handled.

Return conditions depend on whether the purchase was a one-time purchase or a subscription.

2. Returns of one-time purchases

One-time purchases have a 14-day return period, counted from the day you receive the product, subject to the conditions below and applicable law.

To start a return, click the “Returns and Cancellations” link at the bottom of the website or contact us at pardavimai@ecozyme.online.

In your request, give the order number and attach proof of purchase.

If the return is approved, we will tell you how and where to send the product. Please do not send products back before the return has been agreed.

A returned product of proper quality must be in the condition in which it was received, with labels and in its original packaging where applicable. The consumer’s right to examine the product is assessed according to applicable law.

3. Subscriptions and automatic renewal

Some products can be bought as a subscription or a trial offer. A subscription renews automatically at the chosen frequency, for example every 30 days, unless it is cancelled before the next renewal.

At each renewal, the subscription price valid at that time and, where applicable, delivery costs are charged automatically to the payment method given at purchase. The billing frequency, price and other terms are shown on the product page and at checkout.

If a subscription starts with a trial offer, after the trial period it continues at the regular price stated at purchase, unless it is cancelled before the renewal.

Pausing or cancelling a subscription

You can pause or cancel your subscription at any time, with no fee:

• by signing in to your account and opening the “Subscriptions” section;
• by emailing pardavimai@ecozyme.online.

To avoid the next automatic payment, cancel the subscription before the next renewal date.

Once a subscription is cancelled, future automatic payments stop and no new subscription orders are created. Cancellation does not affect payments already made or orders already created.

Refunds for subscriptions

When the renewal date comes, the subscription order is created and paid automatically. An order that has already been created and paid this way can no longer be returned – you can only cancel future charges. This does not apply to faulty products or products that do not match the order (see section 4).

Cancelling a subscription does not entitle you to a refund for a subscription period already paid, except where a refund is required by applicable law.

Automatically renewed subscription payments are not considered a new one-time purchase for the purposes of the voluntary 14-day return offer described in this policy. This does not limit the consumer’s statutory rights, including the right of withdrawal where it applies.

If you believe a payment was made by mistake, charged incorrectly or after the subscription was cancelled, contact us at pardavimai@ecozyme.online with the order number and the payment date. We will look into it and reply.

4. Damaged, faulty or wrong products

Please check the products when you receive your order. If a product is damaged, defective or you received the wrong product, contact us as soon as possible at pardavimai@ecozyme.online.

Please give the order number, a description of the problem and, if possible, photos showing the damage or defect.

After assessing the situation, we will offer a remedy provided by law, which may include replacement, repair, a price reduction or a refund, depending on the case.

If a product is faulty or does not match the order, you can exercise your consumer rights regardless of whether it was a one-time purchase or a subscription.

5. Products that may be exempt from returns

Under applicable law, some products may be exempt from the right of withdrawal. These may include perishable goods, goods made to order or personalised, and certain sealed goods that cannot be returned for health protection or hygiene reasons if the seal was broken after delivery.

Specific exemptions depend on the nature of the product and applicable law. They do not limit consumer rights when a product is faulty or does not conform to the contract.

Products bought on sale and gift cards are subject to the conditions set by applicable law. The fact that a product was bought at a discount does not in itself remove the consumer’s statutory rights.

6. How refunds are made

When a refund is approved or required by applicable law, the money is returned to the original payment method, unless agreed otherwise or the law provides otherwise.

The refund time depends on the reason for the refund and applicable law. When a product of proper quality is returned under the right of withdrawal, in the cases set by law the money is refunded no later than within the period set by law. Your payment provider or bank may take extra time before the money reaches your account.

If you have questions about the status of your return, email pardavimai@ecozyme.online.

7. Contact information

For returns of one-time purchases, faulty products, refunds or subscription cancellation, contact us:

Email: pardavimai@ecozyme.online

Please give your order number and briefly describe your request so we can help as quickly as possible.