Last updated: August 2026
At Cozy Cuts Gifts, we want every gift to be received and enjoyed with confidence. This Returns & Refunds Policy explains your rights and the conditions that apply to gift vouchers, beauty service vouchers, professional hair care products, and additional gift items such as flowers or cakes purchased through our website.
1. Gift Vouchers & Beauty Service Vouchers
Gift vouchers purchased through our website can be used for the services specified on the voucher and are subject to the validity period and any conditions stated at the time of purchase.
If a voucher cannot be used because the specified service is no longer available, please contact us and we will work with you to provide an appropriate alternative or refund where required.
2. Professional Hair Care Products
For eligible physical products purchased online, you may have the right to withdraw from your purchase within 14 days of receiving the goods, in accordance with applicable consumer protection laws.
To qualify for a return, products should be returned unused, in their original condition and, where applicable, with their original packaging and protective seals intact.
For hygiene and health protection reasons, sealed cosmetic or personal care products may not be eligible for return once the seal has been removed, where the applicable legal exception applies.
Please contact us before returning any product so that we can provide return instructions.
Unless the product is faulty, damaged, incorrect, or otherwise required by law, the customer may be responsible for the cost of returning the item.
3. Flowers, Cakes & Other Perishable Items
Certain gift orders may include additional items such as fresh flowers, cakes, food products or other perishable goods.
Because these products are perishable and/or may be prepared specifically for an individual order, the standard right of withdrawal may not apply to them.
Once preparation or fulfilment of a perishable or personalised item has begun, cancellation or return may therefore not be possible.
If flowers, cakes or other additional items arrive damaged, incorrect or in an unacceptable condition, please contact us as soon as possible and provide photographs of the item where reasonably possible. We will review the issue and offer an appropriate solution where applicable.
4. Gift Sets
Gift sets may contain a combination of vouchers, professional hair care products and/or perishable items.
Return eligibility will depend on the individual items included in the gift set. Products that are non-returnable for hygiene, personalisation or perishability reasons may not become returnable simply because they are included in a gift set.
If you wish to return a gift set, please contact us before sending anything back so that we can confirm which items are eligible.
5. Damaged, Faulty or Incorrect Orders
Please inspect your order upon delivery.
If you receive an item that is damaged, defective or different from what you ordered, contact us as soon as possible. Please include your order number, a brief description of the issue and, where appropriate, photographs showing the problem.
If the claim is accepted, we will provide an appropriate remedy in accordance with applicable consumer protection law, which may include replacement, correction, or refund.
Nothing in this policy limits your statutory rights regarding faulty or non-conforming goods or services.
6. Delivery Problems
If your order has not arrived within the expected delivery period, please contact us so that we can investigate the delivery.
Please make sure that the recipient’s name, delivery address, telephone number and other delivery information are correct when placing an order.
If delivery cannot be completed because incorrect or incomplete information was provided, additional delivery charges may apply where permitted by law.
7. Refunds
Once an eligible cancellation or return has been approved and, where applicable, the returned goods have been received and inspected, we will process the refund using the original payment method unless otherwise agreed.
Refund processing times may vary depending on your bank or payment provider.
Where required by applicable consumer law, refunds will be made within the legally prescribed time limits.
8. How to Request a Return or Refund
To request a cancellation, return or refund, please contact Cozy Cuts Gifts and provide:
- your name;
- order number;
- the item or voucher concerned;
- the reason for your request; and
- photographs, where relevant to a damaged or incorrect item.
Email: info@cozycuts.lt
Please do not return physical products before contacting us and receiving return instructions.
9. Your Statutory Rights
This policy is intended to provide clear information about our returns and refunds process. It does not exclude, restrict or replace any rights you may have under applicable Lithuanian or European Union consumer protection legislation.
Where mandatory consumer protection law provides you with rights that are more favourable than the terms stated in this policy, those statutory rights will apply.
10. Contact Us
If you have any questions regarding a return, refund, cancellation or your gift order, please contact us:
Cozy Cuts Gifts
Chat on WhatsApp with +370 600 76771
Email: info@cozycuts.lt
We will be happy to assist you with your order.