Returns & Refunds

We want you to love what you order from DiNerija. If something is not right, you can send it back. This page explains how returns, refunds and cancellations work for doll clothes, dollhouse furniture, kits and digital downloads.

Changed your mind? Returning physical items

You can return doll clothes, furniture, accessories and the physical parts of kits within 30 days after you (or a person you named) receive the parcel. If your order arrives in several parcels, the 30 days start when the last one arrives. This includes your legal 14-day right of withdrawal as an EU or UK consumer - we simply give you more time.

1. Tell us

Use one of these options and include your name, order number and the items you are returning:

• Withdraw from contract here - an online form. It works without an account: just enter your order number and email. You get a confirmation email straight away.
• Email mbdinerija@gmail.com.
• The model withdrawal form at the bottom of this page (optional).

2. Send the items back

Please post the items within 14 days after you tell us, to:

MB „Dinerija“
Saltoniškių g. 54-32A
LT-08106 Vilnius
Lithuania

• Put a note with your order number inside the parcel.
• Use a tracked service and keep the proof of postage - we cannot refund a return that does not reach us.
• Return postage is paid by you, unless the item is damaged, faulty or wrong.
• Please do not send returns by cash on delivery.

3. Condition

You may handle and try items as you would in a shop - for example, try a dress on your doll to check the fit. Please return everything clean, undamaged and, where possible, in its original packaging. Furniture and kit parts should not be glued, painted or assembled beyond a quick check. If an item has been used more than needed to check it, we may deduct the loss in value from your refund.

4. Your refund

• We refund the price of the returned items within 14 days after you tell us.
• We may wait until the items arrive back with us, or until you send us proof that you posted them - whichever comes first.
• The money goes back to the payment method you used (card or PayPal). We do not charge any fee for the refund.
• Your bank or PayPal may need a few more days to show the money in your account.

Digital downloads: paper dolls and sewing patterns

PDF files are delivered instantly. At checkout you ask us to start the delivery straight away and confirm that you lose the right of withdrawal once the download starts. We send this confirmation in your order email too.

• Not downloaded yet? Email us within 30 days of purchase and we will refund you.
• File faulty, incomplete or will not open? Tell us - we will fix it, send a new file or refund you. This applies at any time.
• Bought the same file twice by mistake? We refund the duplicate.
• Lost your file? Download it again from My account → Downloads, or email us and we will resend the link.

Before you buy, please check the doll type (Regular, Curvy, Petite or Tall) and the paper size (A4 or US Letter) in the product description.

Kits & Bundles

The physical parts of a kit or bundle follow the rules for physical items above. Any digital files included follow the rules for digital downloads. If you return a whole bundle, the bundle price is refunded; if you return part of it, we refund the value of those items based on their single prices, but never more than you paid.

Personalised items

A few items are made especially for you - for example a doormat with your own text, or furniture painted in a colour you asked for. These cannot be returned for a change of mind. Please check the details with us before ordering. If a personalised item is faulty or not made as agreed, the section below applies.

Choosing a colour or size from the list on the product page is not a personalised order - those items can be returned as normal.

Damaged, faulty or wrong item

Sorry about that. Please email mbdinerija@gmail.com within 14 days of delivery with your order number and a photo of the problem (and of the packaging, if it was damaged in transit). Telling us early helps us claim from the carrier - but your legal rights do not end after 14 days.

• We will send a replacement or give you a full refund - your choice, where possible.
• If we need the item back, we pay the return postage. For small items we often do not need it back at all.
• If a piece is missing from a kit or set, we send the missing piece.

Legal guarantee. As a consumer in the EU you have a 2-year legal guarantee for physical products and for digital content. If a product is not as described or turns out to be faulty, you can ask for a repair or replacement, a price reduction or a refund, as the law provides. This page does not limit those rights.

Small differences between handmade items, and slight colour differences between screens, are normal and not a fault.

Lost or late parcels

Depending on the destination and the parcel, we send orders with or without tracking. If your parcel has not arrived within 30 days after dispatch - to any destination - or its tracking has stopped, email us. We will open a claim with the carrier and send your order again or refund you.

Please check the shipping address on your order confirmation. If a parcel is returned to us because the address was wrong or it was not collected, we refund the items. We can also send it again if you pay the postage for the second delivery.

Exchanges

We do not swap items directly. The quickest way is to return the item for a refund and place a new order for the size or colour you want. Not sure about the size? See the Size Guide or email us a photo of your doll before ordering.

Orders outside the EU

The same 30-day return policy applies to customers in the UK, the USA and other countries. When you post a return, mark the customs form as “Returned goods” so that we do not have to pay import charges. We pay the import duties and taxes on our deliveries, so there is nothing for you to reclaim.

Questions or disagreements

Please write to us first at mbdinerija@gmail.com - we will do our best to solve the problem. If we cannot agree, consumers can contact the State Consumer Rights Protection Authority of Lithuania (vvtat.lrv.lt), which handles out-of-court consumer disputes. You can also contact the consumer authority or the European Consumer Centre in your own country.

Seller details

MB „Dinerija“
Company code: 307083261
VAT code: LT100017606713
Saltoniškių g. 54-32A, LT-08106 Vilnius, Lithuania
Email: mbdinerija@gmail.com

Model withdrawal form

You do not have to use this form - an email or the online withdrawal form is enough. If you prefer, copy the text below into an email or print it and send it with your parcel.