RETURN & REFUND POLICY
Last updated: April 2026
1. Seller information
MB Care by Yuliya
Company code: 307398481
VAT number: LT100018867619
Email: info@lozak.store
Contact page: Contact form
2. Your right to return
In accordance with EU consumer protection law, you have the right to withdraw from your purchase within 14 calendar days after receiving your order without providing a reason.
To exercise this right, please contact us before returning any items.
3. Return eligibility conditions
Returned items must be:
- unworn
- unused
- unwashed
- free from stains or damage
- free from perfume, deodorant, smoke or other scents
- returned with all original tags attached
- returned in original packaging
Items returned in unsuitable condition cannot be accepted and will be returned back to the customer.
Customers are responsible for any reduction in product value caused by handling beyond what is necessary to inspect the item as it would be possible in a physical store.
4. Clothing hygiene requirements
For hygiene reasons, clothing items returned without original tags attached are not eligible for return.
Items showing signs of wear, washing, stretching, stains or scent cannot be accepted.
5. Character collection & limited items
LOŽAK pieces are part of limited character collections produced in small batches.
If an item is no longer available in stock, exchanges may not always be possible. In such cases, an alternative solution or refund will be offered.
6. Made-to-order production
Some LOŽAK products are produced on demand after an order is placed.
Returns remain available under EU withdrawal rights; however, exchanges depend on availability and production capacity.
7. Damaged, defective or incorrect items
If you receive a damaged, defective or incorrect item, please contact us within 48 hours after delivery:
Please include:
- your order number
- a description of the issue
- clear photos of the product
- photos of packaging if applicable
After verification, we will arrange replacement, exchange or refund.
8. Return process
- Contact us at info@lozak.store
- Wait for return approval and instructions
- Pack the item securely in original packaging
- Ship the return according to instructions
- After inspection (within 3–5 business days), refund or exchange is processed
Returns sent without prior approval may not be accepted.
9. Refund processing
- Refunds are issued using the original payment method
- Processing time: up to 14 days after inspection
- If the full order is returned, standard delivery cost may also be refunded
- Additional delivery upgrades selected by the customer are non-refundable
10. Return shipping costs
- Customers pay return shipping when exercising the 14-day withdrawal right
- We cover return shipping costs if the item is defective or incorrect
11. Exchanges
Size or colour exchanges are possible depending on stock availability.
If exchange is not possible, a refund will be issued.
12. International returns
International returns follow the same conditions.
Additional customs or logistics costs caused by the return are not refundable unless the product is defective.
13. Complaints and dispute resolution
If you are not satisfied with our decision, please contact us first:
If the issue remains unresolved, you may contact:
Lithuanian Consumer Rights Protection Authority (VVTAT):
https://vtis.lt
EU Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr
14. Policy updates
We reserve the right to update this policy at any time.
The version published at the time of purchase applies to your order.
