Cancellations and returns
Last updated: 04/10/2026
Your right to cancel
If you are a consumer, you have the right to cancel this contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, take physical possession of the goods. If an order is delivered in several parcels, the period runs from the day you receive the last one.
Exception: unsealed vials
Under regulation 28(1)(e) of those Regulations, the right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery. A vial whose seal or flip-off cap has been removed cannot be returned. Sealed vials can be returned in the normal way.
How to cancel
To exercise the right to cancel, inform us of your decision by a clear statement, by email to SPEPS.GROUP@protonmail.com or through the contact form. You may use the model form below, but you do not have to. To meet the deadline, it is enough to send your message before the cancellation period has expired.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract.)
To: UAB Nauja oda eshop, A. Goštauto g. 8-215, LT-01108 Vilnius, Lithuania, email: SPEPS.GROUP@protonmail.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on: ………… / Received on: …………
Order number: …………
Name of consumer: …………
Address of consumer: …………
Signature of consumer (only if this form is notified on paper): …………
Date: …………
Returning the goods
Send the sealed goods back without undue delay and in any event not later than 14 days from the day on which you tell us that you are cancelling. We will email you the return address. You will have to bear the direct cost of returning the goods.
Refunds
We will reimburse all payments received from you, including the cost of standard delivery, no later than 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you have sent them back. We use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise; for cryptocurrency payments we refund in pounds sterling by bank transfer, as cryptocurrency values change. You will not incur any fees as a result of the refund. We may make a deduction for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Faulty or incorrect goods
Your rights under the Consumer Rights Act 2015 for goods that are faulty, not as described or not fit for purpose are separate from the right to cancel and are set out in our terms and conditions.