Refund Policy

Last updated: 31 July 2026

This policy applies to goods purchased online from Ingrida Grigalytė, conducting individual activity under Lithuanian business certificate No. NH412887-1 and trading as INGRIÐ LOVE.

This policy does not govern dress-rental arrangements confirmed under a separate written agreement. Genuinely made-to-specification bridal and Exclusive Services goods are addressed below.

Your right to withdraw from an online purchase

If you are a consumer, you may withdraw from an online purchase of a standard, non-personalised item without giving a reason within 14 days from the day on which you, or a person nominated by you other than the carrier, receives the item.

If one order is delivered in separate shipments, the withdrawal period begins when the final item in the order is received. If the final day falls on a weekend or public holiday, the period extends to the next working day.

The same statutory withdrawal right applies to discounted and sale items unless a specific legal exception applies. A sale label alone does not remove the right of withdrawal.

How to cancel or request a return

To exercise your right of withdrawal, use Returns / Withdraw from contract to open Shopify Customer Accounts, or email a clear withdrawal statement to hello@ingrid.love.

Please include your name, order number, the item concerned, and a clear statement that you wish to withdraw from the purchase. You may use the model withdrawal form at the end of this policy, but it is not mandatory.

Shopify sends an email confirming receipt after a return or cancellation request is submitted through Customer Accounts. This acknowledgment is not an automatic acceptance, cancellation, or refund.

Cancellation before delivery

For an eligible standard item that has not yet been fulfilled, you may submit a cancellation request through Shopify Customer Accounts or by email.

If dispatch can no longer be stopped, you may still exercise the applicable withdrawal right and return the item after delivery. A cancellation request does not automatically change the order. The made-to-specification exception below may apply to genuinely custom goods from the outset of the contract.

Returning the goods

After notifying us of your withdrawal, send the item without undue delay and no later than 14 days after your notification to:

INGRIÐ LOVE
P. Vileišio g. 18-1
LT-10306 Vilnius
Lithuania

Please retain proof of dispatch.

Condition of returned goods

You may inspect an item only as you reasonably could in a physical shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics, and fit.

Please return all parts and accessories supplied with the item and, where reasonably possible, use the original protective packaging. Missing packaging by itself does not remove your statutory withdrawal rights.

We may deduct only a justified amount for an actual reduction in value caused by excessive handling, wear, damage, staining, alteration, or use beyond what is reasonably necessary to inspect and try on the item.

Where an item is supplied with a removable return or security tag, keep the tag attached while trying it on. Removal, damage, or tampering does not by itself automatically extinguish a statutory withdrawal right, but it may be relevant evidence when we assess whether the item was handled or used beyond what was necessary for a fitting.

Do not wear the item outside a reasonable indoor fitting, wash or clean it, alter it, or expose it to makeup, deodorant, perfume, smoke, food, liquids, pet hair, or other contamination. Delicate fabrics, trims, fastenings, seams, and accessories must be handled with particular care.

We inspect every return individually. A justified deduction may reflect reasonable, evidenced cleaning or repair costs and any actual difference between the item's value as supplied and its value after excessive handling. The deduction can be substantial where the item can no longer reasonably be sold as new, but it is not an automatic penalty and will not exceed the actual reduction in value. We will explain the basis of any deduction.

To assess condition consistently, we may create dated condition records, including photographs, before dispatch and when a return is received. We use an order reference rather than displaying a shipping label where reasonably possible. These records support, but do not replace, an individual assessment and are handled under our Privacy Policy.

Hygiene-sealed goods

The statutory withdrawal right does not apply to sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons once their seal has been broken after delivery. We apply this exception only where the product genuinely meets those conditions and the restriction was clearly disclosed before purchase. Ordinary garments and ordinary shipping packaging are not treated as hygiene seals merely because they were packaged.

Return costs

For a change-of-mind withdrawal, you pay the direct cost of returning the goods. We recommend using a tracked and suitably insured service because you are responsible for providing evidence that the return was sent.

We do not charge a restocking fee.

If an item is faulty, damaged on arrival, or not what you ordered, contact us before returning it. We will provide reasonable return instructions and bear the necessary return cost where required by law.

Refunds

We will reimburse payments covered by the withdrawal, including the cost of our least expensive standard delivery option, without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold reimbursement until we receive the returned goods or you provide evidence that you sent them back, whichever occurs first.

Any additional amount paid for a delivery method more expensive than our least expensive standard option is not refundable under the statutory right of withdrawal.

Refunds are made using the same payment method used for the original purchase unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may require additional time to display the refund.

Standard preorders and custom bridal goods

The word “preorder” does not by itself make a product non-returnable. A dress ordered in a standard size, colour, fabric, or other option from the standard public offer remains subject to the statutory withdrawal right, even if production begins only after the order is placed.

The statutory change-of-mind withdrawal right does not apply to a non-prefabricated item that is genuinely made to the customer’s individual specifications or clearly personalised.

This may include a dress cut to the customer’s individual measurements or made with material design, length, train, neckline, sleeve, construction, or personal features agreed specifically for that customer and not merely selected from the standard public offer.

Before a customer is bound by a qualifying custom order, the applicable product configuration, written quote, or custom order sheet will:

• identify the customer’s individual measurements or specifications;
• state clearly that the statutory change-of-mind withdrawal right does not apply to the made-to-specification item;
• state the production lead time, expected delivery window, price, and payment stages; and
• explain any applicable cancellation consequences.

For a qualifying made-to-specification contract, the withdrawal exception applies from the outset of the contract and does not depend on whether cutting or production has already begun.

This exception does not remove the customer’s rights where an item is faulty, misdescribed, damaged, or otherwise does not conform to the contract. An Exclusive Services enquiry by itself is not an order.

Faulty, damaged, or misdescribed goods

The withdrawal rules above are separate from your mandatory rights when goods are faulty, damaged, or not as described.

Consumer goods are covered by a minimum two-year legal guarantee of conformity under EU law. Depending on the circumstances, you may be entitled to repair or replacement without charge, a proportionate price reduction, or termination of the contract and reimbursement.

To report a problem, email hello@ingrid.love with your order number, a description of the issue, and useful photographs where available. Nothing in this policy limits your mandatory consumer rights.

Exchanges

We do not process direct online exchanges. Where the withdrawal right is available, return the original item under this policy and place a separate order for the required size or item.

Purchases completed at the studio

A purchase completed in person at the studio is not a distance contract. Where Lithuanian law permits, a consumer may request replacement of a non-defective non-food item within 14 days and, if a suitable replacement is unavailable, may return it, provided the item has not been used or damaged, its consumer properties and commercial appearance are preserved, labels are intact, and proof of purchase is provided.

Statutory exclusions, including categories that may be exchanged or returned only with the seller's consent under the Lithuanian Retail Trade Rules, continue to apply. These rules do not limit rights concerning faulty or non-conforming goods.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. Use of this form is optional.

• To: Ingrida Grigalytė, INGRIÐ LOVE, P. Vileišio g. 18-1, LT-10306 Vilnius, Lithuania, hello@ingrid.love
• I/We hereby give notice that I/We withdraw from the contract for the sale of the following goods:
• Ordered on / received on:
• Consumer name:
• Consumer address:
• Order number:
• Signature, only if this form is submitted on paper:
• Date:

Contact

Ingrida Grigalytė, trading as INGRIÐ LOVE
Lithuanian business certificate No. NH412887-1
P. Vileišio g. 18-1, LT-10306 Vilnius, Lithuania
Email: hello@ingrid.love
Telephone: +370 631 55979