Refund policy

REFUND AND RETURN POLICY

Last updated: 16 September 2026

This Refund and Return Policy applies to products purchased from MB Teplep through teplep.com or directly from TepLep.

Nothing in this Policy limits any mandatory consumer rights provided by Lithuanian or European Union law.

1. STANDARD, NON-PERSONALISED PRODUCTS

If you are a consumer, you generally have the right to withdraw from an online purchase of a standard, non-personalised product within 14 days without giving a reason.

The 14-day withdrawal period begins on the day when you, or a third party designated by you other than the carrier, receives the product.

A product is considered standard and non-personalised when the customer selects only the options offered in our regular catalogue, such as a standard artwork, size, material, finish or frame, without requesting individual modifications.

The fact that a standard product is manufactured only after an order is placed does not by itself make it personalised or remove the statutory right of withdrawal.

2. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

To exercise your right of withdrawal, contact us within 14 days after receiving the product:

Email: info@teplep.com
Phone: +370 632 89999

Please provide:

  • your name;

  • your order number;

  • the product you wish to return;

  • a clear statement that you are withdrawing from the purchase contract.

You do not need to provide a reason for withdrawing from a purchase of a standard, non-personalised product.

After notifying us, you must return the product within 14 days. Please contact us before sending the product so that we can provide the correct return instructions and confirm the return address.

3. CONDITION OF RETURNED PRODUCTS

The customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as would normally be possible in a physical shop.

The customer may be responsible for any reduction in the product’s value resulting from handling beyond what is necessary for such inspection.

The returned product should be:

  • securely packaged to prevent transport damage;

  • complete, including any accessories or components supplied with it;

  • protected using the original packaging where reasonably possible.

The original packaging is recommended but is not an absolute condition for exercising the statutory right of withdrawal.

Products that have been installed, damaged, altered or used beyond what is necessary for reasonable inspection may be subject to a reduction in the refunded amount reflecting the reduction in value, where permitted by law.

4. RETURN SHIPPING COSTS

When returning a non-defective standard product because you have changed your mind, you are responsible for the direct return shipping costs, unless we have expressly agreed otherwise.

Oversized products may require specialised or large-parcel transport, and return costs may be higher than standard parcel delivery costs. The actual cost depends on the dimensions of the product, delivery location and selected carrier.

Please contact us before arranging an oversized return so that appropriate transport and packaging requirements can be confirmed.

If a product is defective, damaged during delivery or does not conform to the order, TepLep will bear the reasonable return or collection costs where required by law.

5. REFUNDS FOR STANDARD PRODUCT RETURNS

If you validly withdraw from the purchase of a standard, non-personalised product, we will refund the payments received for the returned product, including the cost of standard delivery where applicable.

Additional costs resulting from the customer choosing a delivery method more expensive than our standard delivery method are not refundable, unless required by law.

The refund will be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we receive the returned product or until you provide evidence that the product has been sent back, whichever occurs first.

Refunds are normally made using the same payment method used for the original transaction, unless another method is expressly agreed. We will not charge an additional fee for issuing the refund.

6. PERSONALISED AND CUSTOM-MADE PRODUCTS

The statutory 14-day right of withdrawal does not apply to products made according to the customer’s individual specifications or clearly personalised for the customer.

This includes, for example:

  • products made from a customer-provided photograph;

  • products featuring individual text, names or other personal elements;

  • custom artwork prepared specifically for the customer;

  • products modified according to an individually approved visualisation;

  • products manufactured in non-standard dimensions requested by the customer;

  • other products that cannot reasonably be resold because they were created according to an individual request.

Selecting a standard artwork, standard size, standard material, standard finish or standard frame from the options offered in our regular catalogue does not by itself make the product personalised.

Personalised or custom-made products cannot be returned or exchanged solely because:

  • the customer changed their mind;

  • the product does not suit the customer’s interior;

  • the customer chose the wrong size, material, finish or frame;

  • the customer’s preferences changed after approving the order or visualisation.

The exclusion of the right of withdrawal for personalised products does not affect the customer’s rights where the product is defective, damaged or does not conform to the approved visualisation or agreed specification.

7. ORDER CANCELLATION BEFORE PRODUCTION

If you wish to cancel or change an order, contact us at info@teplep.com as soon as possible.

Production normally begins after payment has been received and, for personalised products, after the final visualisation has been approved.

If production has not yet started, we will normally allow the order to be cancelled and issue a refund.

If the production of a personalised or custom-made product has already started, cancellation due solely to a change of mind might no longer be possible.

This section does not limit any statutory right of withdrawal applicable to standard, non-personalised products.

8. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

A product may be considered defective or non-conforming if it:

  • has a manufacturing defect;

  • was damaged during delivery;

  • does not match the ordered size, material, finish or frame;

  • does not conform to the approved individual visualisation;

  • is materially different from the product description or agreed specification.

If you notice a defect, delivery damage or another conformity issue, contact us at:

Email: info@teplep.com
Phone: +370 632 89999

Please provide:

  • your order number;

  • a description of the issue;

  • photographs of the product;

  • photographs of the packaging if the product was damaged during delivery.

We recommend reporting visible transport damage as soon as possible, preferably within 24–48 hours, because this helps us submit a claim to the carrier.

However, the 24–48 hour recommendation is not a deadline for exercising your statutory rights and does not reduce the applicable legal guarantee period.

Consumers have a minimum two-year legal guarantee of conformity from the date the product is delivered.

9. REMEDIES FOR DEFECTIVE OR NON-CONFORMING PRODUCTS

Where a product is defective or does not conform to the contract, the customer is entitled to the remedies provided by applicable law.

Depending on the circumstances, these remedies may include:

  • repair of the product;

  • replacement with a conforming product;

  • a proportionate reduction in price;

  • termination of the contract and a refund.

We will normally first offer repair or replacement where this is possible, proportionate and can be completed within a reasonable time without causing significant inconvenience to the customer.

If repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable time, the customer may be entitled to a price reduction or termination of the contract and a refund, subject to applicable law.

A replacement for a defective or non-conforming product is provided without additional product or standard delivery charges.

10. TRANSPORT DAMAGE

If the parcel appears visibly damaged at the time of delivery, we recommend that you:

  • photograph the parcel before opening it;

  • photograph the product and internal packaging;

  • keep the packaging until the claim is resolved;

  • notify us as soon as reasonably possible.

If possible, note the visible damage when accepting the parcel from the carrier.

Failure to report transport damage immediately does not automatically remove your statutory consumer rights.

11. DAMAGE NOT COVERED

We are not responsible for damage caused after delivery by:

  • incorrect or unsuitable installation;

  • failure to follow the supplied installation instructions;

  • use of unsuitable mounting materials;

  • dropping, impact or other improper handling;

  • exposure to unsuitable environmental conditions;

  • unauthorised modification of the product;

  • normal wear and tear.

This exclusion applies only where the damage was caused by the customer’s actions, misuse or circumstances arising after delivery. It does not apply to an original manufacturing defect or a failure to provide accurate installation or product information.

12. COLOUR AND MATERIAL DIFFERENCES

Colours may appear differently depending on the customer’s screen, device settings, lighting conditions, selected print material and production technology.

Minor colour, crop, texture or finish differences that are normal for the selected material and production process are not necessarily defects.

However, this does not exclude the customer’s rights where the product materially differs from the description, approved visualisation, ordered specification or reasonable quality expectations.

13. EXCHANGES

We do not operate a separate automatic exchange process for standard, non-defective products.

If you wish to purchase a different standard product, size, material or frame, you may exercise the right of withdrawal where applicable and place a new order.

Personalised products cannot be exchanged because of a change of mind, unless we expressly agree otherwise.

Defective or non-conforming products may be replaced in accordance with applicable consumer law and this Policy.

14. SALE AND DISCOUNTED PRODUCTS

Standard, non-personalised products purchased during a sale or with a discount remain subject to the same statutory right of withdrawal as full-price standard products.

A discount does not remove the customer’s rights regarding defective or non-conforming products.

15. COMPLAINTS

To submit a complaint, contact:

MB Teplep
Company registration number: 306573159
VAT identification number: LT100018052912
Registered address: Stasio Antano Bačkio g. 34-1, LT-11320 Vilnius, Lithuania
Email: info@teplep.com
Phone: +370 632 89999

Please include your order number, a clear description of the issue and relevant photographs or other supporting information.

We will examine the complaint and provide a reasoned response within the period required by applicable law.

If a consumer is not satisfied with our response, the consumer may apply to the State Consumer Rights Protection Authority of Lithuania (Valstybinė vartotojų teisių apsaugos tarnyba, VVTAT) or submit an application through the Lithuanian Consumer Rights Information System (VTIS):

https://vvtat.lrv.lt
https://vtis.lt