Right to withdraw from the contract (14 days)

Right to withdraw from the contract within 14 days according to EU requirements - information on consumer rights, electronic withdrawal request and return procedure AurelijosSPA.

AurelijosSPA Right of withdrawal policy in accordance with EU requirements

Last updated: June 2026
Applies to online store: aurelijosspa.lt

This policy establishes the consumer's right to withdraw from a distance sales contract, the procedure for using the electronic withdrawal function, the principles of refunds, and the categories of goods to which the 14-day right of withdrawal applies or does not apply.

This policy has been developed taking into account:

  • European Union consumer rights rules;

  • Directive (EU) 2023/2673;

  • Article 6.22810 of the Civil Code of the Republic of Lithuania;

  • Shopify EU Right of Withdrawal requirements applicable from June 19, 2026.

Important: This policy not only regulates the return of goods, but also the consumer's right to withdraw from a distance contract. It is a separate legal document from the general return policy.

1. What is the right to withdraw from the contract?

A consumer who has purchased a product in an online store has the right to withdraw from the distance sales contract within 14 calendar days without giving a reason.

This right applies only to consumers, i.e. natural persons who purchase goods for personal, family or household needs, which are not related to their business, profession or commercial activity.

The 14-day period is calculated from the day on which the consumer or a person indicated by him, other than the carrier, receives the goods.

If several items ordered in one order are delivered separately, the deadline is calculated from the date of receipt of the last item.

2. Electronic withdrawal function

From June 19, 2026. AurelijosSPA In an online store, consumers must be given the opportunity to exercise their right to withdraw from the contract electronically.

The store must have a clearly visible feature, for example:

"Cancel contract here"
or
"Submit a withdrawal request"

This function must be:

  • easy to find;

  • clearly visible;

  • available throughout the withdrawal period;

  • available without additional mandatory account login;

  • simpler than the purchasing process itself.

The customer should not be forced to search for a hidden form, write an unclear request, or perform complex actions.

3. Electronic opt-out process flow

The electronic withdrawal function must operate in two stages.

3.1. First stage – submission of the application

The user must provide or confirm the following information:

  • first and last name;

  • email address;

  • order number;

  • the product or products for which the contract is being withdrawn;

  • information on how the confirmation should be sent to the customer;

  • optionally – a comment or additional information.

The indication of the reason cannot be mandatory.

3.2. Second stage – approval

After submitting the information, the user must be shown a confirmation button, for example:

"Confirm withdrawal"

Only after clicking this confirmation button is the request considered submitted.

3.3. Automatic confirmation to the client

Upon receipt of an electronic withdrawal request, a confirmation must be sent to the customer immediately on a durable medium, such as e-mail.

The confirmation must state:

  • that the request for withdrawal from the contract has been received;

  • content of the request;

  • date of submission;

  • submission time;

  • order number;

  • further steps regarding the return of the goods.

4. When does the 14-day right apply?

The 14-day right of withdrawal generally applies to the following: AurelijosSPA for goods sold, if they are not used, damaged, have lost their commercial appearance and are not classified as exceptions:

  • for standard goods from the warehouse;

  • for standard cosmetology devices, if they are not manufactured or assembled according to an individual order;

  • for standard massage and cosmetology furniture, if they are not manufactured according to the client's preferences;

  • trampolines;

  • for grills;

  • outdoor goods;

  • for swimming pools;

  • for ice baths;

  • sauna for goods;

  • children's goods;

  • for other standard non-hygienic and non-customized goods.

The item must be returned in a condition that allows it to be sold as new, unless the decrease in value of the item is solely due to the necessary inspection of the item.

5. When does the 14-day right not apply?

According to the legislation, the 14-day right of withdrawal does not apply to certain goods and situations. AurelijosSPA The following exceptions are particularly important in the assortment.

6. Individually manufactured, assembled or specially ordered goods

The 14-day right of withdrawal does not apply to goods that:

  • manufactured according to special customer instructions;

  • not pre-made;

  • are manufactured or assembled according to the customer's personal choice;

  • clearly tailored to the needs of a specific client;

  • specially ordered for a specific customer;

  • imported or assembled according to individual order.

This may include:

  • custom-made cosmetology devices;

  • professional beauty equipment according to individual requirements;

  • devices with individually selected accessories;

  • devices with special language, functions, tips or technical parameters;

  • specially ordered models;

  • non-standard equipment;

  • cosmetic furniture according to the selected color, fabric, dimensions or configuration;

  • other goods that are not a standard warehouse product.

Important: This exemption only applies when the item is truly custom-made, assembled, or ordered based on the customer's preferences. If the item is a standard warehouse product, this exemption does not automatically apply.

Recommended text for the following products:

"This product is manufactured, ordered or assembled according to the customer's individual preferences. Once the order is confirmed, the 14-day right of withdrawal does not apply, except in cases where the product is of poor quality."

7. Cosmetics, body, face and hair care products

The 14-day right of withdrawal does not apply to packaged goods that have been unpacked after delivery and which cannot be returned for health or hygiene reasons.

AurelijosSPA in the store this may include:

  • face creams;

  • serums;

  • masks;

  • peelings;

  • washing machines;

  • tonics;

  • micellar water;

  • body creams;

  • body oil;

  • scrubs;

  • deodorants;

  • antiperspirants;

  • hair shampoos;

  • conditioner;

  • hair masks;

  • hair oil;

  • makeup products;

  • tanning cosmetics;

  • professional cosmetics;

  • Casmara, MÁDARA, Farmona, Odaban, Rento, Yodeyma and similar products.

Cosmetics that have been opened, used, or without a protective seal are not returned for hygiene and health reasons.

Recommended text for cosmetic products:

"For hygiene and health reasons, this item is not returnable if the original packaging, protective film or seal has been opened, used, or damaged after delivery."

8. Supplements, vitamins, collagen, electrolytes and teas

The 14-day right of withdrawal does not apply if the packaging of products intended for consumption has been opened, damaged, or the product has been put into use.

This may include:

  • vitamins;

  • minerals;

  • multivitamins;

  • food supplements;

  • collagen products;

  • hyaluronic acid products;

  • electrolytes;

  • capsules;

  • powder;

  • tablets;

  • teas;

  • other consumer products.

Unopened packages can be returned if the item is not perishable, its expiration date is not short, and it meets the general return conditions.

Recommended text for supplements:

"Opened dietary supplements, vitamins, teas, collagen, electrolytes and other consumer products are not returnable for health and hygiene reasons."

9. Sex and adult products

For hygiene and health reasons, the 14-day right of withdrawal does not apply to adult products if they have been unpacked, used or the protective seal has been broken.

This may include:

  • sex toys;

  • vibrator;

  • masturbator;

  • BDSM goods;

  • lubricants;

  • condoms;

  • intimate hygiene products;

  • massage oil;

  • other intimate goods.

Sex products and intimate goods cannot be returned if the packaging or hygienic seal is damaged.

Recommended text for sex products:

"For hygiene and health reasons, this product is not returnable if the original packaging, protective film or hygienic seal has been opened, used, or damaged."

10. Professional procedural tools

The 14-day right of withdrawal does not apply to opened or used professional procedural products.

This may include:

  • RF gels;

  • ultrasound gels;

  • HydraFacial solutions;

  • VelaShape emulsions;

  • massage emulsions;

  • electrodes;

  • disposable tips;

  • procedural wipes;

  • applicator;

  • other hygiene products for professional use.

If the procedural device has been opened, used, or its packaging has been damaged, it is not returnable.

11. Perishable goods or goods with a short shelf life

The 14-day right of withdrawal does not apply to perishable goods or goods with a short shelf life.

AurelijosSPA This exception may be relevant in the assortment:

  • for cosmetics with a short shelf life;

  • for food supplements with a short shelf life;

  • natural remedies;

  • for special professional solutions;

  • other goods with a limited shelf life.

This exception should be applied with caution and only when the shelf life of the good is actually short or the good is perishable by its nature.

12. Services, training and rental for a specific date

The 14-day right of withdrawal may not apply to services if they are linked to a specific date or period.

This may be relevant:

  • equipment rental for a specific date;

  • camera rental for a specific date;

  • for training on a specific day;

  • for consultations at a specific time;

  • services that are initiated at the explicit request of the user.

If the service is fully provided at the express request of the consumer before the end of the 14-day period, the consumer may lose the right to withdraw from the contract if, before the start of the service, he or she has expressly agreed and acknowledged that this right will be lost after the full provision of the service.

13. B2B purchases and professional equipment

The 14-day consumer right of withdrawal applies to consumers, not businesses.

If the buyer purchases as:

  • company;

  • LLC;

  • MB;

  • individual entrepreneur;

  • beauty salon;

  • cosmetology office;

  • wellness or spa service provider;

  • another professional user,

and the product is purchased for professional, commercial or economic activities, such a purchase may be considered a B2B purchase to which the consumer's 14-day right of withdrawal does not apply.

This is particularly true for the following goods:

  • HydraFacial for type devices;

  • For Apollo Duet devices;

  • For Exilis type devices;

  • EMS/Tesla chairs;

  • For Shockwave devices;

  • For IPL/RF devices;

  • pressotherapy equipment;

  • for cosmetic combines;

  • professional cosmetology equipment;

  • other equipment for beauty salons.

Important: If a natural person purchases a good for personal use, the B2B exemption cannot apply simply because the good is professional.

Recommended text for professional equipment:

"This product is intended for professional use. If the product is purchased by a legal entity, an individual entrepreneur or for professional/commercial purposes, the purchase may not be subject to the consumer's 14-day right of withdrawal."

14. Condition of the returned item

If the 14-day right of withdrawal applies, the returned item must be:

  • not used more than necessary to determine its properties, characteristics and performance;

  • undamaged;

  • clean;

  • full set;

  • with original accessories;

  • in the original packaging, if necessary for the value of the goods and safe transportation;

  • without signs of use, installation, wear, dirt, odors or damage.

The consumer is liable for any diminished value of the product if the product has been used more than is necessary to determine its properties, characteristics and performance.

For example, a user may inspect the device, but should not use it for procedures, install it in a commercial environment, or use it with cosmetics, gels, or clients.

15. Refund

When the consumer legally withdraws from the contract, the money is refunded no later than 14 days from the date of receipt of the notification of withdrawal.

AurelijosSPA may withhold the refund until:

  • the item will be returned;

  • or the consumer will provide proof that the item has been sent back.

The money is refunded using the same payment method used to make the payment, unless the parties agree otherwise.

If the user has chosen a more expensive delivery method than the standard delivery offered, the additional costs of the more expensive delivery may not be refunded.

16. Return shipping costs

If the product is returned due to the consumer's decision to withdraw from the contract and not due to a defect in the product, the return shipping costs are paid by the consumer, provided that the consumer was clearly informed about this before the purchase.

If the product cannot be returned by regular mail due to its nature, for example, it is large, heavy, requires assembly or requires special transportation, the consumer may be responsible for the direct costs of such return, if informed in advance.

This may be relevant:

  • for cosmetology devices;

  • massage tables;

  • for cosmetology chairs;

  • trampolines;

  • for grills;

  • for swimming pools;

  • for ice baths;

  • for large or heavy equipment.

17. Defective, damaged or incorrect goods

The exceptions specified in this policy do not eliminate the consumer's rights if the product is of poor quality.

If the customer receives:

  • damaged goods;

  • poor quality product;

  • a non-functioning product;

  • wrong product;

  • an incomplete product;

  • a product with a manufacturing defect,

The customer has the right to seek a solution to the problem in accordance with applicable consumer protection and warranty requirements.

Exceptions to the 14-day right of withdrawal do not mean that defective goods cannot be exchanged, repaired or compensated.

18. Recommended Text for Shopify Product Pages

Cosmetics

Return information:
For hygiene and health reasons, cosmetics that have been opened, used or without a protective seal cannot be returned. Unopened and unused goods may be subject to a 14-day right of withdrawal.

Food supplements

Return information:
Opened or used nutritional supplements, vitamins, collagen, electrolytes, and teas are not returnable for health and hygiene reasons.

Sex products

Return information:
For hygiene and health reasons, sex products, intimate products, lubricants and condoms are not returned if the packaging has been opened, the seal has been broken or there are signs of use.

Custom-made devices

Return information:
This product can be manufactured, ordered or assembled according to the customer's individual preferences. In this case, the 14-day right of withdrawal does not apply, except in cases of defective goods.

Professional devices for B2B customers

Return information:
The product is intended for professional use. If purchased by a legal entity, individual entrepreneur or professional activity, the consumer's 14-day right of withdrawal may not apply to the purchase.

19. Recommended electronic text

Form: Request for withdrawal from the contract

Please fill out this form if you wish to exercise your right to withdraw from a distance sales contract.

Required fields:

  • Name surname

  • Email

  • Telephone number

  • Order number

  • Product Name

  • Date of receipt of the product

  • Has the item been opened?

  • Has the item been used?

  • Is the packaging/safety seal intact?

  • Preferred solution

Additional field:

  • Comment

Approval text:

"I confirm that I wish to withdraw from the distance sales contract for the specified product. I understand that the 14-day right of withdrawal may not apply to certain products, including opened hygiene products, cosmetics, food supplements, sex products and individually manufactured or assembled products."

Button:

"Confirm withdrawal"

20. Template for automated email to customer

Topic: We have received your cancellation request.

Hello

We confirm that we have received your request to withdraw from the contract.

Order number: [order number]
Date and time of application: [date and time]
Product: [product name]

Your request will be assessed in accordance with the applicable legal provisions and AurelijosSPA right of withdrawal policy.

Please note that the 14-day right of withdrawal may not apply to certain goods, including opened hygiene products, cosmetics, dietary supplements, sex products, individually manufactured or assembled goods.

If the product is subject to the right of withdrawal, we will provide further information on returning the product.

Sincerely,
AurelijosSPA

21. The most important rules AurelijosSPA for the store

1. Each risky category must have clear text about the 14-day exemption.

Especially at:

  • cosmetics;

  • supplements;

  • sex goods;

  • professional procedural tools;

  • individually ordered devices;

  • B2B professional equipment.

2. Not all items can be automatically marked as non-returnable.

For standard goods from stock, the 14-day right generally applies.

3. The exception to an individual order must be justified.

It must be clearly shown that the product was specially manufactured, assembled or ordered according to the customer's choice.

4. The hygiene exception applies after opening the package.

Cosmetics, supplements, and sex products are not automatically non-returnable just because of their category. The safest basis is opened packaging, broken seals, or signs of use.

5. Defective goods are still dealt with under warranty and consumer rights.

Return exceptions must not be used to refuse to resolve cases of defects, shortages or incorrectly delivered goods.

22. Legal sources and useful information

  • Shopify Help Center: EU right of withdrawal compliance for merchants selling to EU customers

  • Directive (EU) 2023/2673

  • Directive 2011/83/EU on consumer rights

  • Article 6.22810 of the Civil Code of the Republic of Lithuania

  • State Consumer Rights Protection Service: requirements for providing information to consumers

23. Final provision

This policy applies to the extent that it does not conflict with mandatory consumer protection law.

If any part of this policy is held invalid or unenforceable, the remaining parts shall remain in full force and effect.

AurelijosSPA reserves the right to update this policy as legislation, Shopify technical requirements, or store assortment changes.