Online store regulations - Lithuania. Expansion into the Lithuanian market.
Are you planning to expand your e-commerce business to the Lithuanian market? Once you've made the decision
about expansion, determining the appropriate legal form and preparing an operating strategy, the next key step is to develop the regulations of the online store - in Lithuanian practice referred to as " Taisyklės ".
This document plays a vital role in the daily operation of the store: it regulates sales rules, payment methods, and delivery terms. Equally important, it provides the legal basis for consumer relations and ensures compliance with Lithuanian consumer law.
A carefully prepared " Taisyklės " is not only an element that organizes the sales process, but also a tool that builds customer trust and reduces the legal risk associated with it.
with service to the Lithuanian market.
Taisyklės - Lithuanian online store regulations
Lithuanian regulations should clearly define the rules for sales, delivery, payment, contract withdrawal, and complaints. Sellers operating in the Lithuanian market must comply with several key pieces of legislation:
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V artotojų teisių apsaugos įstatymas (Consumer Rights Protection Act) is a framework law implementing EU regulations ;
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Civilinis codex (Civil Code) also implements the EU directive on consumer rights, regulating, among other things, the method and deadlines for filing complaints (2 years) and regulates withdrawal without giving a reason (within 14 days) ;
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Nesąžiningos komercinės veiklos vartotojams draudimo įstatyma (Act on the Prohibition of Unfair Commercial Practices) - counteracts unfair commercial practices , including misleading consumers, aggressive commercial practices, unfair or manipulative advertising .
Valstybinė supervises compliance with these regulations. vartotojų teisių apsaugos tarnyba ( V VTAT ) . It performs a function similar to the Polish Office of Competition and Consumer Protection : it enforces regulations on consumer sales, distance contracts, complaints and digital services, and also acts as the Lithuanian Consumer Ombudsman .
Konkurencijos taryba is responsible for the protection of competition in Lithuania, exercising antitrust competences.
Right of withdrawal in Lithuania
For online stores, the most important right of withdrawal is the 14-day right of withdrawal. This applies to distance selling, including online and telephone purchases, and applies to both goods and services. Consumers are entitled to a full refund of the purchase price, including delivery, and the seller may only charge the consumer for return shipping costs if this is clearly stated in the terms and conditions.
Complaints and seller's liability
The seller is liable for defects in goods for at least two years from purchase. During this time, the consumer may request repair, replacement, a price reduction, or a refund.
During the first year, a defect is presumed to exist. If the product proves defective, it is assumed that the defect existed at the time of sale, and the seller must prove otherwise. After one year, the burden of proof shifts to the consumer .
Complaints procedure and response time
Complaints may be submitted in writing (e.g., email , contact form). The Seller is obligated to respond within 14 calendar days of receiving the complaint, informing the Customer of the manner in which it will be handled or a proposed resolution to the dispute.
If, for objective reasons, a response cannot be provided within this period, the seller shall notify the customer in writing, stating the reasons and a new, reasonable deadline for the response.
The regulations should clearly indicate the method of reporting defects (e.g. e-mail, contact form) and consumer rights what rights the customer has and how long will it take to receive a response?
Failure of the seller to respond to the complaint within the statutory deadline may result in the consumer filing a complaint with Valstybinė vartotojų teisių apsaugos tarnyba (VVTAT) - Lithuanian Consumer Protection Authority. VVTAT conducts proceedings against businesses that violate consumer rights and may take corrective action or impose sanctions.
GDPR and personal data protection
Lithuania , as a member of the European Economic Area, applies the provisions of the General Data Protection Regulation (GDPR). In addition, Lietuvos Respublikos Asmens duomenų teisinės apsaugos įstatymas / Lithuanian Data Protection Act , which clarifies the principles of personal data processing in light of EU regulations. Store regulations must be consistent with the privacy policy—they should clearly define what data is collected, what it is used for, to whom it can be transferred, and what rights consumers have.
ADR - dispute resolution
Consumers in Lithuania have access to an alternative dispute resolution (ADR) system. The key institution is V alstybinė vartotojų teisių apsaugos tarnyba ( VVTAT ) . Thanks to it, the client can easily pursue their rights, and the decisions of this body are public and subject to appeal.
Online store terms and conditions (" Taisyklės ") are not only a legal obligation but also a clear signal to consumers that the company operates transparently and in compliance with Lithuanian sales standards. This document should be drafted in a clear and understandable manner .
In addition to the sales rules, " Taisyklės " should also include: privacy policy, information on the right to withdraw from the contract, the complaint procedure and easily accessible contact details of the company - such as address, telephone number, email address and company registration number ( Registracijos numeris ).
The Lithuanian e-commerce market places great emphasis on transparency and respect for consumer rights. Carefully drafted terms and conditions that clearly define the rights and obligations of both parties not only protect the seller from potential disputes but also build the store's credibility. This is a key element in successfully entering the Lithuanian e-commerce market.