Refund and Returns Policy

Last Updated: September 15, 2026

We want you to love what you order from OpalNirvana. If something isn’t right, this policy explains how to return an item, cancel an order, and get a refund.

This policy does not limit your statutory rights as a consumer under the laws of Lithuania and the European Union.

1. Your 14-Day Right to Cancel

If you are a consumer, you can cancel your order for any reason within 14 days of the day you (or the Recipient you named) receive the goods. You don’t need to give a reason.

  • If your order arrives in several parts, the 14 days start when you receive the last item.
  • To cancel, you must tell us within the 14-day period. You can use the cancellation form at the end of this page, or send us a clear written statement by email.
  • You must then send the items back to us within 14 days of telling us you are cancelling.

2. Condition of Returned Items

Please return items unused, in their original condition and packaging where possible, with all tags, accessories, and any free gifts included.

You may handle an item as you would in a shop to check its nature, features, and how it works. If an item has been used or damaged beyond that, we may reduce your refund to reflect its reduced value.

3. Items That Cannot Be Returned

The right to cancel does not apply to:

  • Items made to your specifications or clearly personalized, such as custom or engraved pieces.
  • Sealed items that are not suitable for return for health or hygiene reasons once unsealed, such as earrings for pierced ears or cosmetics.
  • Items that can spoil or expire quickly.
  • Gift cards and digital products that have been redeemed or downloaded, where you agreed to this before purchase.

This does not affect your rights if an item is faulty or not as described (see Section 6).

4. How to Return an Item

  1. Contact us at support@opalnirvana.com with your order number, the items you are returning, and the reason (optional).
  2. Wait for our return instructions. We will confirm the return address and any steps to follow. Please don’t send items back without contacting us first, as they may not reach the right place.
  3. Pack the items securely and send them using a trackable shipping method. Keep your proof of postage until your refund is processed.

5. Refunds

Timing. We will refund you within 14 days of receiving your cancellation notice. We may wait until we receive the items back, or until you send us proof that you have returned them, whichever happens first.

What we refund. We refund the price of the returned items and the original standard delivery cost. If you chose a more expensive delivery option, we only refund the cost of our cheapest standard delivery.

Return shipping costs. You are responsible for the cost of returning items, unless the item is faulty, damaged, or not as described.

Payment method. We refund using the same payment method you used for the order, unless you expressly agree otherwise. You will not be charged any fees for the refund. Depending on your bank or card provider, it may take a few extra business days for the money to appear in your account.

6. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, is faulty, or isn’t what you ordered, please contact us as soon as possible, ideally within a few days of delivery, with:

  • Your order number
  • A description of the problem
  • Photos of the item and its packaging

Depending on the situation, we will offer a repair, replacement, or refund. In these cases, we cover the cost of return shipping.

Under EU and Lithuanian law, you have a legal guarantee of at least 2 years from delivery for goods that are faulty or do not match their description. This right applies in addition to your 14-day right to cancel.

7. Cancelling Before Your Order Ships

If you want to cancel an order that hasn’t shipped yet, email us as soon as possible. If it has not been dispatched, we will cancel it and refund you in full. If it has already shipped, you can still cancel and return it under Section 1.

8. Lost or Undelivered Orders

If your order hasn’t arrived within the expected delivery time, or tracking shows it as delivered but you haven’t received it, please contact us. We will work with the delivery company to locate it. If the parcel is confirmed lost in transit, we will send a replacement or give you a full refund.

9. Exchanges

If you would like a different size, color, or item, the quickest way is to return the original item for a refund and place a new order.

10. Business Customers

The 14-day right to cancel applies to consumers only. If you bought as a business, please contact us about returns and we will review your request case by case. Your rights regarding faulty goods still apply.

11. Contact Us

Email: support@opalnirvana.com
Alternate email: opalnirvanaa@gmail.com
Phone / WhatsApp: +370 670 135 31
Address: Saulėtekio al. 4, LT-10222 Vilnius, Lithuania

If we cannot resolve your complaint, you can contact the State Consumer Rights Protection Authority of Lithuania (Valstybinė vartotojų teisių apsaugos tarnyba) or the consumer protection authority in your country.