Complaint about Defective, Substandard or Incomplete Goods
If the delivered Goods do not meet the quality requirements, are defective or incomplete, the Buyer may contact the shops of Lemona JSC or submit a complaint.
Complaint form can be found here:
When filing a complaint, the Buyer shall provide the following information:
- The number of the order for the Goods or the VAT invoice or the purchase receipt.
- Image of the Goods, image of the defective area (if it is mechanical damage and possible to make an image).
- Image of the packaging of the Goods.
- Description the defects, failure or missing parts of the Goods.
When filing a complaint, the Buyer shall indicate the preferred method of resolving the claim:
- To replace the defective Goods with a quality product.
- To supplement the incomplete Goods with missing components.
- To refund.
Following examination of the claim, the response shall be submitted within 14 days.
Damaged shipment
- Check the quality of the shipment delivered to the address specified at the time of booking in the presence of a courier. If you notice that it has defects, tell the courier who delivered it.
- In the delivery document of the consignment, note that the packaging is damaged and fill in the Packaging Damage (Inspection) Report together with the courier.
- In the delivery document of the consignment, note that the packaging is damaged and fill in the Packaging Damage (Inspection) Report together with the courier.
If the packaging is not damaged, it is not necessary to inspect the Goods in the presence of the courier. If you accept the shipment and sign the documents, the shipment shall be considered to have been delivered in due order.
Other information
We will be happy to answer all your questions by email [email protected].
Requests or complaints about the Goods or service purchased through our e-shop can be submitted via the electronic consumer dispute resolution platform at http://ec.europa.eu/odr/.
Detailed purchase and sale rules of the e-shop www.lemona.lt is available here.