Terms and Conditions of Sale

Last updated: 6 August 2026

1. General Provisions

1.1. These Terms and Conditions of Sale (the “Terms”) govern purchases made through the Veluma online store and define the rights and obligations of the Customer and the Seller.

1.2. The Seller is:

MB Veluma
Company registration number: 307566694
VAT identification number: LT100020297916
Registered office: Kintų g. 9, LT-93268 Klaipėda, Lithuania
Represented by: Lukas Juškėnas, Founder
Lithuanian customer service: info@veluma.lt
International customer service: info@velumaglow.com
Telephone: +370 636 17712

1.3. MB Veluma is a legal entity registered in the Republic of Lithuania.

1.4. For the purposes of these Terms:

• “Seller”, “Veluma”, “we”, “us” or “our” means MB Veluma.

• “Customer”, “Buyer” or “you” means any person placing an order through the Veluma online store.

• “Consumer” means a natural person purchasing products for purposes outside their trade, business, craft or profession.

• “Online Store” means the official Veluma ecommerce website through which an order is placed.

• “Product” means any product offered for sale through the Online Store.

1.5. Consumer protection provisions contained in these Terms apply to Consumers. Customers purchasing on behalf of a business are protected only to the extent required by applicable law or agreed separately with Veluma.

1.6. Before placing an order, the Customer must review these Terms, the Privacy Policy, the Shipping and Delivery Policy, and the Returns and Refunds Policy.

1.7. By submitting an order, the Customer confirms that:

• The information provided is complete and accurate.

• The Customer has the legal capacity and authority to place the order.

• The Customer has reviewed the applicable terms and policies.

• The Customer agrees to comply with these Terms.

1.8. Veluma may update these Terms from time to time. The version that was in effect when the order was placed will apply to that order.

1.9. Changes to these Terms will not apply retrospectively to contracts already concluded.

2. Formation of the Sales Contract

2.1. To place an order, the Customer selects the desired Products, adds them to the shopping cart, provides the information required to fulfil the order, selects a delivery and payment method, and confirms the order.

2.2. Before submitting the order, the Customer will be shown:

• The selected Products.

• The quantity of each Product.

• The price of each Product.

• Any applicable discounts.

• Delivery charges, where applicable.

• The total amount payable.

2.3. A sales contract between the Customer and Veluma is concluded when Veluma sends the Customer an email confirming that the order has been accepted.

2.4. An automated order or payment confirmation may constitute acceptance of the order where it clearly states that the order has been accepted for fulfilment.

2.5. If payment fails, is cancelled or is not authorised, Veluma is not required to begin processing the order.

2.6. The order details, these Terms, the applicable policies and the order confirmation together form the contract between the Customer and Veluma.

2.7. Veluma may refuse, suspend or cancel an order where:

• The Product is unavailable.

• Incorrect or incomplete information has been provided.

• Payment has not been authorised.

• An obvious pricing, technical or system error has occurred.

• There are reasonable grounds to suspect fraud or unlawful activity.

• The order cannot be fulfilled due to circumstances outside Veluma’s reasonable control.

2.8. If Veluma cancels an order after payment has been received, the Customer will be informed and the amount paid will be refunded to the original payment method without undue delay.

2.9. Veluma may offer an alternative Product, but the Customer is not required to accept it.

3. Product Information

3.1. The principal characteristics, intended use, contents and other relevant information relating to each Product are provided on the applicable Product page.

3.2. Customers must read the instructions for use, safety information, warnings and contraindications before using a Product.

3.3. Product images are provided for illustrative and informational purposes. The appearance or colour of a Product may vary slightly depending on screen settings, lighting and photography.

3.4. Minor changes to packaging, design or included materials may occur where they do not materially affect the Product’s quality, purpose or principal characteristics.

3.5. Nothing in this section gives Veluma the right to supply a Product that materially differs from its description, the confirmed order or the Customer’s reasonable expectations.

3.6. Product availability may be limited. Adding a Product to the shopping cart does not reserve it unless the Online Store expressly states otherwise.

3.7. Veluma communicates expected Product benefits responsibly. Individual skincare results may vary and generally require consistent use over time.

3.8. Product descriptions, educational content and marketing materials do not constitute medical advice and should not be treated as a substitute for consultation with a qualified healthcare professional.

4. Prices, Taxes, Customs Duties and Import Charges

4.1. Product prices are displayed in the currency selected or shown in the Online Store.

4.2. The final Product price displayed to the Customer includes all applicable taxes, including VAT or applicable sales taxes.

4.3. Any delivery charge will be displayed separately before the Customer confirms the order.

4.4. All applicable taxes, customs duties, import charges and customs clearance costs are included in the final amount shown at checkout.

4.5. Customers ordering from the European Union, the United Kingdom, the United States or Canada will not be required to pay additional customs duties, import taxes or similar charges when the order is delivered.

4.6. If a courier, customs authority or another party unexpectedly requests an additional customs or import payment, the Customer should contact Veluma before making the payment.

4.7. Veluma will investigate the request and take the necessary steps to resolve it. The Customer should not be left responsible for taxes or import duties that were already included in the order price.

4.8. A Customer may still be required to provide reasonable information requested by a courier or customs authority to complete customs clearance. Providing such information does not create an obligation to pay additional taxes or duties.

4.9. If an obviously incorrect price is displayed due to a technical or administrative error, Veluma will inform the Customer and offer the choice to:

• Confirm the order at the correct price; or

• Cancel the order and receive a full refund.

4.10. Veluma may change Product prices, promotions and offers. Such changes do not affect orders that have already been accepted.

5. Orders and Payment

5.1. To fulfil an order, the Customer may be required to provide:

• Full name.

• Email address.

• Telephone number.

• Billing address.

• Delivery address.

• Payment and delivery information.

• Any additional information reasonably required to fulfil the order.

5.2. The Customer is responsible for ensuring that the information provided is accurate and complete.

5.3. Incorrect or incomplete information may result in delays or make delivery impossible.

5.4. The available payment methods are displayed during checkout.

5.5. Payments may be processed by an independent payment service provider identified during checkout.

5.6. The payment service provider may apply its own terms of service and privacy policy.

5.7. Where payment is processed directly by an independent payment provider, Veluma does not receive or store the Customer’s complete payment card information.

5.8. The Customer must only use a payment method that they are legally authorised to use.

5.9. Unless another payment arrangement is offered, Veluma will begin processing the order once payment has been authorised.

6. Rights and Obligations of Veluma

6.1. Veluma undertakes to:

• Provide clear and accurate information about Products.

• Process accepted orders with reasonable care.

• Deliver Products using the delivery method selected by the Customer.

• Protect Customer data in accordance with applicable law.

• Respond to Customer questions and complaints.

• Comply with applicable consumer protection requirements.

6.2. Veluma may temporarily suspend access to the Online Store due to:

• Maintenance.

• Technical failures.

• Security incidents.

• Cybersecurity risks.

• Updates.

• Circumstances outside Veluma’s reasonable control.

6.3. Temporary unavailability of the Online Store does not remove Veluma’s obligation to fulfil previously accepted orders or refund amounts owed to Customers.

6.4. Veluma may restrict or suspend a person’s access to the Online Store if that person:

• Attempts to disrupt the operation of the website.

• Attempts to compromise its security.

• Places fraudulent or misleading orders.

• Misuses another person’s information.

• Otherwise acts unlawfully.

6.5. Veluma may take reasonable measures to protect the Online Store, its Customers and the business against fraud, abuse and cybersecurity threats.

7. Rights and Obligations of the Customer

7.1. The Customer has the right to:

• Purchase Products in accordance with these Terms.

• Receive accurate information about Products and prices.

• Receive confirmation of the order and its dispatch.

• Exercise applicable cancellation and return rights.

• Make a claim relating to a faulty or non-conforming Product.

• Exercise any other rights provided by applicable law.

7.2. The Customer undertakes to:

• Pay for the order.

• Provide accurate contact, billing and delivery information.

• Accept a properly delivered order.

• Follow the Product instructions and safety guidance.

• Use the Online Store lawfully.

• Respect Veluma’s and third parties’ rights.

7.3. The Customer must notify Veluma as soon as possible if delivery information changes before dispatch.

7.4. To the extent permitted by law, the Customer may be responsible for direct costs or losses caused by information that was deliberately or recklessly provided incorrectly.

8. Shipping and Delivery

8.1. Veluma currently delivers to:

• All European Union Member States.

• The United Kingdom.

• The United States.

• Canada.

8.2. The Customer must provide an accurate and complete delivery address.

8.3. Estimated delivery times from dispatch are:

• European Union: 1–5 business days.

• United Kingdom: 4–6 business days.

• United States: up to 9 business days.

• Canada: up to 9 business days.

8.4. Delivery time is calculated from the moment the order is dispatched, not from the moment it is placed.

8.5. Orders are processed on business days.

8.6. Business days do not include weekends or public holidays.

8.7. Delivery times are estimates and may be affected by:

• Courier disruptions.

• Customs procedures.

• Adverse weather.

• Public holidays.

• High seasonal demand.

• Circumstances outside Veluma’s reasonable control.

8.8. Once an order has been dispatched, the Customer will receive a dispatch confirmation and tracking information where tracking is available.

8.9. For Consumer orders, the risk of accidental loss or damage passes to the Customer when the Customer or a person designated by the Customer physically receives the Product.

8.10. If the Customer independently chooses a carrier that was not offered by Veluma, risk may pass when the Product is handed to that carrier, where permitted by applicable law.

8.11. The Customer should inspect the external condition of the parcel upon delivery.

8.12. If the parcel appears damaged, contains an incorrect Product or is missing an item, the Customer should contact Veluma as soon as reasonably possible.

8.13. Photographs of the parcel and Product may help Veluma resolve delivery issues more quickly.

8.14. Failure to report visible damage immediately does not automatically remove the Customer’s statutory rights.

8.15. If delivery fails because the Customer provided an incorrect address, failed to collect the parcel or unreasonably refused delivery, Veluma may charge reasonable redelivery costs where permitted by law.

9. Cancellation Before Dispatch

9.1. A Customer wishing to cancel an order before dispatch should contact Veluma as soon as possible.

9.2. Veluma will make reasonable efforts to stop the order but cannot guarantee cancellation if fulfilment has already begun.

9.3. If an order is successfully cancelled before dispatch, a refund will be issued to the original payment method.

9.4. If the order has already been dispatched, the Customer may request a return after receiving it.

10. Statutory Right of Withdrawal

10.1. A Consumer has the right to withdraw from an eligible distance sales contract without providing a reason within 14 calendar days.

10.2. For an order containing one Product, the withdrawal period begins on the day after the Consumer or a third party nominated by the Consumer receives the Product.

10.3. Where multiple Products from one order are delivered separately, the period begins on the day after the last Product is received.

10.4. To exercise the right of withdrawal, the Consumer must send Veluma a clear statement confirming the decision to withdraw before the applicable deadline.

10.5. The withdrawal statement may be submitted:

• Through the electronic withdrawal function available in the Online Store.

• By email.

• Through a return request form provided by Veluma.

• By another clear and verifiable method.

10.6. When a withdrawal request is submitted electronically, Veluma will confirm receipt without delay by email or another durable medium.

10.7. After notifying Veluma of the withdrawal, the Consumer must return the Product within 14 days unless Veluma provides another deadline or applicable law requires otherwise.

10.8. Statutory withdrawal rights may not apply to certain categories of Products where an exception is provided by applicable law, including certain sealed health protection or hygiene Products after the seal has been broken.

10.9. The statutory right of withdrawal is separate from the additional 14-Day Veluma Trial described below.

11. Additional 14-Day Veluma Trial

11.1. In addition to any statutory withdrawal rights, Veluma provides an additional commercial 14-Day Veluma Trial for eligible Veluma LED Mask orders.

11.2. The trial period begins on the day the order is delivered.

11.3. During the trial period, the Customer may:

• Open the Product.

• Try on the mask.

• Use the mask according to the instructions.

• Evaluate its fit and comfort.

• Assess its quality.

• Decide whether the routine suits their lifestyle.

11.4. Normal use of the mask in accordance with the instructions during the 14-Day Veluma Trial will not, by itself, make the Product ineligible for return or reduce the refund.

11.5. The Product does not need to remain unused to qualify for a return under the 14-Day Veluma Trial.

11.6. To use the trial, the Customer must submit a return request within 14 days of delivery.

11.7. The returned mask must:

• Have been used only in accordance with the instructions.

• Not have been damaged, modified or misused.

• Be returned clean and in hygienic condition.

• Include all principal components and accessories.

• Be packaged securely for transportation.

11.8. Normal and reasonable signs of use caused by testing the mask during the trial period are accepted.

11.9. Veluma may reasonably reduce the refund, where permitted by law, if the Product:

• Has been damaged.

• Has been used incorrectly.

• Has been modified or repaired without authorisation.

• Is returned in an unhygienic condition.

• Shows excessive wear beyond normal trial use.

• Is missing important components or accessories.

• Has lost value because of improper handling.

11.10. Any deduction will reflect the actual loss in value and will be explained to the Customer.

11.11. The 14-Day Veluma Trial is intended to allow the Customer to evaluate the Product experience, comfort, quality and routine.

11.12. It should not be interpreted as a promise that visible skincare results will occur within 14 days. Individual results vary and may require several weeks of consistent use.

11.13. The 14-Day Veluma Trial is an additional benefit and does not restrict any statutory Consumer rights.

12. Return Procedure

12.1. To request a return, the Customer must contact Veluma and provide:

• The order number.

• The Product to be returned.

• Confirmation that the Customer wishes to return it.

12.2. The Customer is not required to provide a reason for a change-of-mind return. Optional feedback may be used to improve Veluma’s Products and customer experience.

12.3. Once the return request has been confirmed, Veluma will provide:

• Return instructions.

• The appropriate return address or facility.

• A prepaid return shipping label.

12.4. Eligible returns are free of charge when the Customer uses Veluma’s prepaid return label and follows the return instructions.

12.5. Veluma is not required to reimburse independently purchased courier services, expedited shipping or other return costs that were not approved in advance.

12.6. The Customer must return all applicable components originally supplied with the Product, including where relevant:

• The Veluma LED Mask.

• The controller.

• Power cables or charging accessories.

• Head straps and fastening components.

• Protective or storage accessories.

• Instructions and documentation.

• Any other included components.

12.7. The original Product packaging should be returned wherever reasonably possible because it helps protect the Product during transit.

12.8. The absence of the original packaging will not automatically remove the Consumer’s statutory rights. However, the Customer must package the Product securely to prevent avoidable damage.

12.9. Before returning the LED mask, the Customer must:

• Disconnect all cables and accessories.

• Clean the mask according to the care instructions.

• Ensure that the mask is dry.

• Package all components securely.

12.10. The Customer must not use harsh chemicals, abrasive products or unsuitable cleaning methods.

12.11. Products should not be returned to the registered office or another address without first receiving return instructions from Veluma.

12.12. The registered office address is not necessarily the authorised return address.

12.13. The complete return procedure is also described in the Veluma Returns and Refunds Policy.

13. Free Return Shipping

13.1. Veluma covers the cost of eligible returns arranged through the official return process.

13.2. A prepaid return shipping label will be provided by email.

13.3. Veluma may be unable to reimburse independently incurred return shipping costs where:

• The Product was sent back without first contacting Veluma.

• An unauthorised courier or shipping method was used.

• The Product was sent to an unauthorised address.

• Additional shipping services were purchased independently.

13.4. This section does not restrict any rights available under applicable Consumer law.

14. Refunds

14.1. When a Consumer validly withdraws from an eligible contract, Veluma will refund the amounts due without undue delay and within the timeframe required by applicable law.

14.2. Where the statutory 14-day withdrawal right applies, the refund will be initiated no later than 14 days after Veluma receives the withdrawal statement.

14.3. Where permitted by law, Veluma may withhold the refund until:

• The returned Product has been received; or

• The Customer provides reliable evidence that the Product has been sent,

whichever occurs first.

14.4. The refund will be issued to the original payment method unless the Customer expressly agrees to another method.

14.5. The Customer will not be charged a fee by Veluma for receiving the refund.

14.6. Where required by applicable law, Veluma will also refund the cost of the least expensive standard delivery option offered when the order was placed.

14.7. If the Customer selected a more expensive expedited or non-standard delivery method, the additional delivery cost may not be refunded.

14.8. Return shipping for eligible returns is covered by Veluma through the prepaid return label.

14.9. Once Veluma has initiated a refund, the time required for the funds to appear in the Customer’s account depends on the bank, card issuer or payment provider.

14.10. Refunds cannot normally be issued to a different payment method.

15. Product Inspection and Refund Adjustments

15.1. Once a returned Product is received, Veluma will inspect it.

15.2. Veluma may verify that:

• The correct Product has been returned.

• The components and accessories are present.

• The Product has not been damaged or modified.

• It has been used in accordance with the instructions.

• It has been returned in a clean and hygienic condition.

15.3. Normal use during the 14-Day Veluma Trial will not reduce the refund.

15.4. Where permitted by law, Veluma may reasonably reduce a refund if the Product:

• Has been damaged.

• Has been used improperly.

• Has been modified or repaired without authorisation.

• Shows excessive wear beyond normal trial use.

• Is returned in an unhygienic condition.

• Is missing important components.

• Has lost value due to handling beyond what was reasonably required to evaluate it.

15.5. Any reduction will be based on the actual loss in value and will be explained to the Customer.

16. Cosmetics, Eye Patches and Single-Use Products

16.1. The additional 14-Day Veluma Trial applies to the Veluma LED Mask.

16.2. It does not provide a right to open and test cosmetics, hydrogel eye patches or other single-use personal care Products before returning them.

16.3. For health, hygiene and safety reasons, the following Products must remain unopened, unused and in their original sealed packaging to qualify for a change-of-mind return:

• Skincare Products.

• Serums.

• Creams.

• Cleansers.

• Hydrogel eye patches.

• Single-use Products.

• Other sealed personal care Products.

16.4. Opened or used Products may be excluded from return where the applicable statutory hygiene exception applies.

16.5. These restrictions do not apply where a Product is:

• Faulty.

• Damaged.

• Expired.

• Incorrectly supplied.

• Otherwise not in conformity with the order.

17. Bundles and Sets

17.1. Where an order was purchased as a bundle or set, the Veluma LED Mask remains eligible for return under the 14-Day Veluma Trial.

17.2. Cosmetic or single-use Products included in a bundle are not returnable once opened or used, except where they are faulty, damaged, expired or incorrectly supplied.

17.3. The LED mask may still be returned if a cosmetic or single-use Product included in the bundle has been opened.

17.4. Where permitted by law, the refund may be reduced by the stated or reasonable value of:

• Opened cosmetic Products.

• Used single-use Products.

• Missing bundle items.

• Missing accessories.

17.5. Any deduction will be explained before the refund is completed.

18. Complimentary Products and Promotional Gifts

18.1. If an order included a complimentary Product, promotional gift or gift with purchase, it should be returned with the main Product.

18.2. If the complimentary item has been used, damaged or is not returned, its clearly stated value may be deducted from the refund where permitted by law.

18.3. This does not apply to promotional samples that were clearly provided without a stated value or return requirement.

19. Exchanges

19.1. Veluma currently does not offer direct exchanges.

19.2. To choose a different Product, the Customer should return the original order and place a new order through the Online Store.

19.3. This allows the new order to be processed without waiting for the original return to arrive.

20. Damaged, Faulty or Incorrect Products

20.1. Rights relating to faulty, damaged or incorrectly supplied Products are separate from the 14-Day Veluma Trial and the statutory right of withdrawal.

20.2. The Customer should contact Veluma as soon as reasonably possible if:

• The order arrives damaged.

• The Product does not operate correctly.

• A component is missing.

• The wrong Product was delivered.

• The Product materially differs from its description.

20.3. The Customer should provide:

• The order number.

• A description of the issue.

• Photographs or video where reasonably possible.

20.4. Photographs and video may help Veluma assess the issue more quickly, but requesting them does not restrict the Customer’s statutory rights.

20.5. Depending on the circumstances and applicable law, Veluma may offer an appropriate remedy, including:

• Replacement components.

• Repair.

• Replacement.

• A proportionate price reduction.

• Refund.

• Another resolution agreed with the Customer.

20.6. Veluma will not charge the Customer return shipping for a faulty, damaged or incorrectly supplied Product.

21. Legal Guarantee and Product Conformity

21.1. Veluma is responsible for Product conformity and defects in accordance with applicable law.

21.2. The legal guarantee is separate from the 14-Day Veluma Trial and any commercial warranty provided with a Product.

21.3. For Consumers protected by European Union law, claims relating to a lack of conformity may generally be made during the applicable statutory legal guarantee period.

21.4. Where applicable, the Consumer may first request that a faulty Product be:

• Repaired; or

• Replaced.

21.5. A proportionate price reduction or termination of the contract may be available where permitted by law, including where:

• Repair or replacement is impossible.

• Veluma has not completed the remedy within a reasonable time.

• The fault reappears.

• The fault is sufficiently serious.

• Veluma refuses to bring the Product into conformity.

21.6. Any commercial warranty provided by Veluma is additional to and does not restrict the Consumer’s statutory rights.

22. Return Shipping Damage and Unauthorised Returns

22.1. The Customer must package returned Products carefully and follow the instructions provided by Veluma.

22.2. Veluma is not responsible for avoidable damage caused by inadequate packaging or the use of an unauthorised return method, to the extent permitted by law.

22.3. When Veluma’s prepaid label and return instructions are used correctly, the parcel can be tracked through the designated courier.

22.4. Products returned without an approved return request or sent to an unauthorised address may experience processing delays.

22.5. Veluma may be unable to identify or process a return where:

• No order information is included.

• The parcel is sent to the wrong address.

• The provided return label is not used.

• The Product cannot be linked to an order.

23. Fraudulent Returns and Misuse

23.1. The 14-Day Veluma Trial is intended to allow genuine Customers to evaluate the Product at home.

23.2. Veluma may reject fraudulent return requests or deliberate misuse of the policy, including:

• Returning a different Product.

• Returning substituted or counterfeit components.

• Intentionally damaging the Product.

• Repeated or systematic abuse of the trial.

• Providing false order or return information.

23.3. This section does not affect legitimate returns or statutory Consumer rights.

24. Promotions and Discount Codes

24.1. Promotions, discount codes and special offers may be subject to additional terms.

24.2. Unless otherwise stated:

• Discount codes cannot be combined.

• Only one discount code may be used per order.

• Discounts cannot be exchanged for cash.

• A code must be used before its expiry date.

• A discount cannot be applied retrospectively to an order already placed.

24.3. Veluma may cancel discount codes that were fraudulently obtained, falsified or created by a system error.

24.4. This section will not be used to cancel a valid, accepted order without a legitimate reason.

25. Personal Data

25.1. Customer personal data may be processed for:

• Accepting and fulfilling orders.

• Processing payments.

• Delivering Products.

• Managing returns and refunds.

• Providing customer support.

• Preventing fraud.

• Complying with legal obligations.

25.2. Detailed information about personal data processing, data retention, recipients and Customer rights is provided in the Veluma Privacy Policy.

25.3. A Customer providing another person’s information, such as the details of a different parcel recipient, confirms that they have the right to provide that information.

26. Intellectual Property

26.1. The content of the Online Store, including text, Product descriptions, photography, video, logos, graphics and design elements, belongs to Veluma or is used under an appropriate licence.

26.2. Unless permitted by law, the Online Store’s content may not be copied, distributed, sold, modified or used commercially without prior written permission from Veluma.

27. Liability

27.1. Nothing in these Terms excludes or limits Veluma’s liability where such exclusion or limitation is prohibited by applicable law.

27.2. To the extent permitted by law, Veluma is not responsible for damage resulting from use of a Product contrary to its instructions, warnings, contraindications or care guidance.

27.3. Veluma is not responsible for interruptions to the Online Store caused by third-party systems, internet providers, cyber incidents or circumstances outside Veluma’s reasonable control.

27.4. This section does not release Veluma from its obligation to:

• Fulfil accepted orders.

• Refund amounts legally owed to Customers.

• Provide remedies for faulty or non-conforming Products.

• Comply with mandatory legal obligations.

28. Force Majeure

28.1. Neither party will be responsible for a delay or failure to perform an obligation caused by circumstances beyond its reasonable control that could not have been reasonably foreseen, avoided or overcome.

28.2. The affected party must inform the other party as soon as reasonably possible and take reasonable steps to reduce the impact.

28.3. Force majeure does not remove Veluma’s obligation to refund an order that cannot be fulfilled.

29. Customer Complaints

29.1. A Customer with a question or complaint should first contact Veluma in writing:

Lithuanian customer service: info@veluma.lt
International customer service: info@velumaglow.com

29.2. The Customer should provide, where applicable:

• Full name.

• Order number.

• A clear description of the issue.

• The requested resolution.

• Relevant supporting documents, photographs or video.

29.3. Veluma will review Consumer complaints free of charge.

29.4. Veluma will provide a reasoned written response within the period required by applicable law and, for Lithuanian Consumer complaints, no later than 14 calendar days after receiving the complaint unless another mandatory period applies.

29.5. If Veluma rejects a Consumer’s request or satisfies it only in part, the response will include information about the appropriate out-of-court dispute resolution body where required by law.

30. Out-of-Court Dispute Resolution

30.1. Veluma and the Customer should first attempt to resolve any disagreement through direct communication.

30.2. If a Lithuanian Consumer is not satisfied with Veluma’s response, or does not receive a response within the applicable period, the Consumer may submit a request to the:

State Consumer Rights Protection Authority of the Republic of Lithuania
(Valstybinė vartotojų teisių apsaugos tarnyba — VVTAT)

30.3. A request may be submitted through the Lithuanian Consumer Rights Information System, commonly referred to as VTIS.

30.4. For qualifying cross-border disputes, a Consumer may also contact the European Consumer Centre in their country of residence.

30.5. Nothing in this section removes either party’s right to bring a claim before a competent court.

31. Governing Law

31.1. These Terms and contracts concluded under them are governed by the laws of the Republic of Lithuania.

31.2. The choice of Lithuanian law does not deprive a Consumer of any protection granted by mandatory laws of the country in which the Consumer habitually resides, where those laws apply.

31.3. Any disagreement should first be resolved through negotiation.

31.4. If no agreement can be reached, the dispute may be submitted to the appropriate consumer dispute resolution body or competent court.

32. Final Provisions

32.1. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

32.2. An invalid provision will be replaced by a lawful provision that most closely reflects its original purpose without restricting mandatory Consumer rights.

32.3. Veluma’s failure to exercise a right in a specific situation does not mean that Veluma waives that right in the future.

32.4. These Terms, together with the order confirmation, Shipping and Delivery Policy, Returns and Refunds Policy, and Privacy Policy, form the complete set of contractual conditions applicable to purchases made through the Online Store.

32.5. If a provision of these Terms conflicts with mandatory applicable law, the mandatory legal provision will prevail.

33. Contact Details

MB Veluma
Company registration number: 307566694
VAT identification number: LT100020297916
Registered office: Kintų g. 9, LT-93268 Klaipėda, Lithuania
Manager: Lukas Juškėnas

Lithuanian customer service: info@veluma.lt
International customer service: info@velumaglow.com
Telephone: +370 636 17712