Returns, withdrawal and defects
Effective date: 2026-09-23
1. Two different rights
A change-of-mind withdrawal is different from a complaint about a defective, incorrect or undelivered product. A personalised product can be excluded from the first right while remaining fully covered by statutory conformity rights.
The seller is MB „Mega Stock“, company code 307008515, Laisvės al. 110, LT-44253 Kaunas, Lithuania; sales@metalpic.eu; +370 661 69115.
2. Personalised products and order changes
The 14-day distance-selling withdrawal right does not apply to non-prefabricated goods made to a consumer's specifications or clearly personalised goods, under Article 6.228¹⁰(2)(3) of the Lithuanian Civil Code and Article 16(c) of Directive 2011/83/EU. A product printed with your photograph, personal design or text generally falls within this exception. Merely selecting an ordinary stock size or colour does not automatically do so.
Therefore, a conforming personalised product cannot be returned simply because you change your mind. Contact us promptly about a cancellation or correction before manufacture; we assess what is possible and agree any voluntary solution. This does not create an automatic right to cancel a personalised order, nor does it authorise automatic forfeiture of payment.
3. Defects and non-conformity
All consumer goods, including personalised goods, must conform to the contract, description, agreed proof and applicable quality requirements. Statutory protection is at least two years from delivery. Longer protection and more favourable rules required by applicable national law are preserved, including rules linked to a product's reasonably expected durability.
You can require free repair or replacement, subject to the statutory rules on impossibility and disproportionate cost. The remedy must be provided within a reasonable time and without significant inconvenience. A proportionate price reduction or termination with a refund is available where the statutory conditions are met, for example when an appropriate remedy is refused, fails, is not supplied in a reasonable time, or the defect is sufficiently serious. A minor defect does not in itself normally justify termination.
Applicable rules on suspension or extension of the statutory period during a remedy remain unaffected. Where the Lithuanian rule for goods bought from 31 July 2026 applies, choosing repair extends the seller's liability period once by 12 months. This is not a promise of a separate commercial durability guarantee.
4. What is not automatically a defect
Normal wear or damage actually caused by misuse, inappropriate installation or failure to follow adequate care instructions may fall outside our responsibility. We must assess the cause; the mere presence of a scratch, moisture exposure or use does not automatically remove all rights. Defective mounting materials, deficient instructions and failure to meet advertised properties remain subject to statutory rights.
Reasonable differences caused by screens and the printing process are possible. They do not excuse substantial colour errors, incorrect text, the wrong product or departure from the approved proof. Approval of a proof does not waive rights relating to a manufacturing defect. We do not rely on an undisclosed image-quality limitation as a blanket exclusion.
5. Making a complaint
Write to sales@metalpic.eu with your order reference, description of the issue and preferred remedy. Include photographs where possible; we may request a reasonable inspection or further evidence, but photographs, original packaging or notification within a few days are not absolute prerequisites to statutory rights.
We provide a reasoned written response within 14 calendar days. Please agree return logistics with us so the item reaches the correct place. Lack of prior return authorisation does not invalidate a timely complaint or withdrawal notice. We cover necessary return, repair or replacement costs where the product does not conform. Refunds are made through the original payment method unless another method is expressly agreed, without a refund fee.
6. Non-personalised goods and gallery products
MetalPic gallery products where the customer chooses only a standard image offered on the website and standard options are not automatically personalised merely because they are physically printed after the order. Such non-personalised goods, as well as separately sold standard mounts / stands, generally carry the 14-day right of withdrawal unless another lawful exception applies.
If the same product is additionally customised with a customer's photo, individual text, a non-standard design or another individual instruction, the personalised-goods exception may apply. Withdrawal from a non-personalised product must be communicated within 14 days after receipt. The specific return address, parcel point or carrier is agreed with the customer.
7. Optional withdrawal form
Use this form only to withdraw from an eligible contract; it is not required for a defect complaint and does not create a withdrawal right for excluded personalised goods.
To: MB „Mega Stock“, Laisvės al. 110, LT-44253 Kaunas, Lithuania; sales@metalpic.eu.
I/We hereby give notice of withdrawal from my/our contract for the following goods/services: ______. Order number: ______. Ordered on/received on: ______. Consumer name(s): ______. Consumer address: ______. Date: ______. Signature(s), only if this form is sent on paper: ______.
8. Disputes
If we cannot resolve your complaint, you may contact VVTAT at vvtat.lrv.lt, the European Consumer Centre in your country for a cross-border matter, or a competent court or other competent dispute body. Mandatory rights in your country of habitual residence are not restricted. See the Purchase terms.