Returns & Claims
Document Information
Version 1.0 | Effective: 7 March 2026 | Applies to: All FurniOx purchases | This document describes the process for submitting warranty claims, reporting defects, and requesting returns.
Eligibility
Warranty claims may be submitted for any product defect covered under the applicable warranty conditions (B2C or B2B). Custom-made furniture is manufactured to individual specifications and therefore is not subject to the standard 14-day withdrawal right under the EU Consumer Rights Directive (Article 16(c)), as it is made to the consumer's specifications. However, FurniOx will accept returns for products that are demonstrably defective or do not conform to the agreed specifications.
Claim Submission Process
Step 1: Contact FurniOx at [email protected] or +370 600 00000 with your order number. Step 2: Describe the defect in detail and attach clear photographs showing the issue. Step 3: Our team will acknowledge your claim within 3 business days and may request additional information or schedule an on-site inspection. Step 4: You will receive a written decision within 10 business days of the completed assessment.
Inspection & Assessment
FurniOx reserves the right to inspect the product before approving a claim. Inspection may be conducted on-site or at our facility, depending on the nature and severity of the defect. For on-site inspections, FurniOx will schedule a mutually convenient appointment. The product must be accessible and in its installed location for proper assessment.
Available Remedies
For confirmed defects covered under warranty, FurniOx will offer one of the following remedies: repair of the defective component at no cost; replacement of the defective product or component with an identical or equivalent item; an appropriate price reduction if repair or replacement is not feasible. For consumer purchases, if the first remedy attempted does not resolve the issue, you may request an alternative remedy.
Return Logistics
For products that need to be returned to our facility for repair or replacement, FurniOx will arrange and cover the cost of collection and re-delivery within the country of original delivery. Products must be properly protected for transport. FurniOx is not responsible for damage that occurs during return transport if the customer arranges their own shipping without prior agreement.
Dispute Resolution
If you are not satisfied with the outcome of your claim, you may escalate the matter in writing to FurniOx management. Consumer disputes may also be resolved through the State Consumer Rights Protection Authority (VVTAT) at www.vvtat.lt or the European Online Dispute Resolution platform at ec.europa.eu/odr. B2B disputes are subject to the dispute resolution provisions in the applicable commercial contract.