Refund policy
Last updated: 17 February 2026
This Returns & Refunds Policy applies to purchases made through ISLAYA.ECO (the “Store”), operated by Gabrielius Zauragas.
If you are a consumer residing in the European Union, you benefit from statutory consumer rights under EU law, including the 14-day right of withdrawal described below.
1. RIGHT OF WITHDRAWAL (EU CONSUMERS)
If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day you or a third party designated by you acquires physical possession of the goods.
To exercise your right of withdrawal, you must notify us by sending a clear statement to:
Please include your order number in your message.
2. RETURN PROCEDURE
After notifying us of withdrawal:
- You must return the goods within 14 days.
- Returns must be sent to the return address provided after your withdrawal request is received.
- Returns sent without prior notice may not be accepted.
We recommend using a trackable shipping service. We are not responsible for returned items lost in transit.
3. RETURN SHIPPING COSTS
Unless the item is defective, damaged upon arrival, or incorrect:
The customer bears the direct cost of returning the goods.
Original outbound shipping costs (standard delivery) will be refunded as required by EU law.
If you selected a premium or express delivery option, only the cost of standard delivery will be refunded.
4. CONDITION OF RETURNED GOODS & INSPECTION
You are entitled to handle and inspect the goods only as would be permitted in a physical retail store.
Upon receipt of the returned goods, we will inspect them.
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish:
- The nature of the goods
- Their characteristics
- Their functioning
Examples of handling beyond necessary inspection may include:
- Visible wear or signs of use
- Damage to the product
- Missing components
- Removal of protective elements
- Damage to original packaging that affects resale value
If such diminished value is identified, we reserve the right to deduct an appropriate amount from the refund reflecting the loss in value.
If goods are returned in a condition that renders them unsellable due to excessive use or damage caused by the customer, a refund may be refused in accordance with applicable law.
5. REFUNDS
Refunds will be processed:
- Within 14 days of receiving the withdrawal notice,
but
- We may withhold reimbursement until we have received the returned goods or you have supplied proof of having sent them back.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
We do not issue refunds in the form of mandatory store credit. Store credit may be offered voluntarily at our discretion if preferred by the customer.
6. DEFECTIVE, DAMAGED OR INCORRECT ITEMS (LEGAL GUARANTEE)
Under EU law, consumers benefit from a minimum 2-year legal guarantee of conformity.
If your product is:
- Defective
- Damaged upon delivery
- Not as described
- Not fit for its intended purpose
Please contact us at:
Include:
- Order number
- Description of the issue
- Clear photos
Depending on the circumstances, we may offer:
- Repair
- Replacement
- Price reduction
- Refund
For confirmed defective or incorrect items, we will cover reasonable return shipping costs.
7. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply to:
- Goods made to the consumer’s specifications or clearly personalized
- Sealed goods not suitable for return due to health protection or hygiene reasons once unsealed
- Goods inseparably mixed with other items after delivery
- Digital content supplied electronically once performance has begun with consumer consent
8. ABUSE OF RETURN POLICY
We reserve the right to refuse service or future orders where there is evidence of repeated abuse of the returns process, fraudulent behavior, or bad faith conduct.
This does not affect statutory consumer rights.
9. LATE OR MISSING REFUNDS
If you have not received a refund:
1. Check your bank account again.
2. Contact your payment provider (processing times may vary).
3. If the issue persists, contact us at info@islaya.eco.
10. CONTACT
ISLAYA.ECO
Email: info@islaya.eco
