Returns policy

Last updated October 10, 2022

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund only. Please see below for more information on our return policy.


To start a return, you can contact us at

The consumer shall have the right to withdraw from the purchase agreement without giving reasons within 14 days from the day of delivery of the goods free of charge (if the consumer has ordered several goods delivered separately in one order – from the day of delivery of the last good) and receive a refund. 

In order to exercise the right of withdrawal, the Buyer can send a notice of withdrawal to the e-mail: The Buyer must send or return the goods to UpaFamily within 14 days after when the Buyer has sent UpaFmily a notice of withdrawal from the agreement.

UpaFamily will reimburse the Buyer the amount paid by him/her (excluding transport costs for the return of goods and additional costs for the delivery method chosen by the consumer other than the cheapest standard delivery method offered by UpaFamily) within 14 days from receipt of the notice of withdrawal from the agreement. 

However, UpaFamily reserves the right to withhold a refund until UpaFamily receives the item. The seller shall evaluate the reason for returning the goods and only then shall the money be returned to the buyer.

All returns must be postmarked within fourteen (14) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.


To return an item, please email customer service at 

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Attn: Returns
Minijos g. 169N, K4
Klaipeda, LT-95116

Please note

Make sure that the returned goods are unused and in the original packaging. You are responsible for any reduction in value of the good if the good has been used for purposes other than ascertaining the nature, properties and performance of the good. 

The original packaging must be opened carefully without damaging it. The buyer will only not be liable for damaged packaging if the packaging cannot be opened without destroying/damaging it. If the Buyer has damaged the packaging due to negligence, i.e., it was possible to open the packaging without damaging it, the Seller shall be entitled to claim compensation for the damage caused.

If, upon receipt of the goods, the customer discovers that incorrect or damaged goods have been delivered to the customer, or the goods do not reach the customer in good condition and in a sealed package, the customer must immediately contact the representative of the Seller by writing to the e-mail

The Seller shall be liable for the goods purchased by the customer during the transportation thereof. The risk of damage or loss shall pass to the customer from the moment the goods are received.

Please, do not return the product without our confirmation. To solve the unpleasant situation, please, contact us in advance by writing to the e-mail:


In the case that the buyer wants to file a complaint:

The Seller shall be responsible for the non-conformity of the purchased goods for 2 years after delivery of the goods to the Buyer. When selling goods to a consumer, it is assumed that non-compliance of the goods with the terms and conditions of the agreement, which occurred within 6 months from the date of delivery to the customer, was at the time of delivery, unless such presumption contradicts the nature or defect. The Buyer shall inform the Seller about the non-conformity of the goods immediately, within 2 months after the discovery thereof, i.e., submit a complaint.

The buyer can submit a complaint by contacting “UpaFamily”, writing to the e-mail Please, indicate the customer’s name and contact information, the date of submission of the complaint, the defect of goods and the content of the submitted complaint in the complaint, and attach a document confirming the purchase.
When executing the order, the Seller shall not be liable for any loss or any other consequences arising from the fact that the Buyer has provided incorrect information, including for a delay in delivery, if it is caused by circumstances beyond the control of the Seller.
The Seller shall not be liable for losses incurred as a result of improper use or storage of the goods ordered by the Buyer.

In the event of a defect of goods, the consumer shall have the right to
At first, request that defects of goods are eliminated or exchanged for new goods free of charge.

Request a reduction in the price of the goods or termination of the agreement if:
• the seller cannot eliminate the defects or exchange the goods,
• the repair has failed,
• the seller has not eliminated the defects of the goods or replaced them within a reasonable time,
• the repair or replacement of the goods has caused disproportionate inconvenience to the consumer.

The seller shall not be responsible for defects in the goods:
• if the reason for the defect of the product is improper use or careless maintenance, or the fact that the product has already been opened or repaired by someone other than our company;
• in the case of improper mechanical damage;
• if the damage is caused by overvoltage, damage caused by water or fire or other circumstances beyond the control of the manufacturer.


If you have any questions concerning our return policy, please contact us at: