1. Who sells the merchandise?
The legal seller must be the person or entity that actually accepts the customer's order and payment. The seller's legal name, legal form, registered address, complaint address, contact details and applicable registration/tax details belong in the Legal Center and should also be available before checkout or order confirmation.
2. Product Information and Price
Before an order is accepted, customers should receive clear information about the product's main characteristics, total price including applicable taxes, delivery charges and the order/payment method. The current public merch page describes a StraweN jersey and displays a price; the actual seller must confirm that the live price, availability and delivery promise are accurate when orders are taken.
3. Ordering and Contract
An order request through Discord or the Reach Us form is an enquiry unless the seller clearly confirms acceptance of the order and the applicable terms. The seller should provide the customer with a durable record of the contract information and the order confirmation required by applicable law.
4. Delivery
Delivery timing should be stated before the contract is formed. Lithuanian consumer guidance states that, where the parties have not agreed another term, goods should generally be delivered no later than 30 days after the contract is concluded. Any live delivery estimate shown on the store page should be kept accurate.
5. 14-Day Withdrawal Right
For many EU distance purchases, consumers have a 14-day withdrawal period. For goods, the period generally runs from the day the consumer (or an indicated third party other than the carrier) obtains the goods. Statutory exceptions apply, including some personalised or made-to-order products and other categories defined by law.
6. Defective or Non-Conforming Goods
Withdrawal rights and legal remedies for defective goods are different rights. Consumers retain the mandatory remedies provided by applicable consumer-sale law. VVTAT guidance states that consumers have a statutory guarantee period for goods and may seek legal remedies when goods do not conform to the contract.
7. Returns Process
To request a return or exercise a statutory withdrawal right, contact the seller through the Reach Us form and include the order reference, the requested remedy and enough information to identify the purchase. The seller should provide the applicable return address and instructions.
8. Consumer Complaints
For a consumer complaint, first contact the seller in writing and clearly state your requirement. Lithuanian VVTAT guidance states that the business must review the consumer's written claim and provide a reasoned written response within 14 calendar days. If the dispute is not resolved, a consumer may have access to the State Consumer Rights Protection Authority (VVTAT) or another competent dispute-resolution body, depending on the seller's location and the dispute.
9. Important Limits
Nothing in this page removes mandatory consumer rights or creates a shorter return/guarantee period than the law allows. The seller should publish any lawful exceptions, exclusions, delivery limitations, payment methods and return costs that apply to a particular product.
10. Direct Contact
Merchandise enquiries: strawengg@gmail.com via the in-site Reach Us form.