Terms and conditions

These Terms and Conditions of Sale (the “Terms”) govern the relationship between the buyer (the “Buyer”, “you”) and EssenceValley.com (the “Seller”, “we”, “us”) in connection with purchases made through the online store (the “Store”) available at EssenceValley.com (the “Website”). By placing an order, you confirm that you have read, understood, and agree to be bound by these Terms. These Terms form an integral part of the sales contract between you and the Seller.

1. Definitions

1. Seller – the entity operating the EssenceValley.com Store.
2. Buyer – any person purchasing Products via the Website, including:
   • Consumer – a natural person acting for purposes outside their trade, business, craft, or profession;
   • Business Customer – a legal entity or a natural person acting for business purposes.
3. Website / Store – the online store available at EssenceValley.com.
4. Products – perfumes, cosmetics, home fragrances, and any other goods offered for sale on the Website (including limited editions, promotional and clearance items).
5. Order – the Buyer’s purchase request submitted through the Website.
6. Contract – the sales contract concluded in accordance with these Terms.

2. Scope, Acceptance, and Applicability

1. These Terms set out the rights, obligations, and liability of the Buyer and the Seller, including ordering, payment, delivery, returns, statutory rights, complaints, and dispute resolution.
2. By placing an Order, you confirm that you:
   • have read and understood the Terms;
   • agree to be bound by them;
   • provide accurate and complete information; and
   • have legal capacity to enter into a binding agreement.
3. We may amend these Terms at any time. The version in force at the time you place your Order applies to that Order.
4. If any provision conflicts with mandatory consumer protection or other mandatory law, that provision will apply only to the extent permitted, and the remainder of the Terms will remain in effect.
5. We sell Products within the European Union (“EU”) and internationally. We may restrict or refuse delivery to certain countries due to logistics, legal, sanctions/embargo, or risk-management reasons.

3. Order Process, Status, and Contract Formation

1. The Buyer places an Order by selecting Products, entering delivery/contact details, choosing shipping and payment methods, and confirming the Order.
2. Order receipt confirmation (including automated email) confirms that we have received your Order only and does not necessarily mean we have accepted it. The Contract is concluded when:
   • we confirm the Order for fulfilment (e.g., “confirmed/processing/shipped”); and/or
   • the Products are handed over to the carrier/courier.
3. We may refuse, cancel, or suspend an Order (and refund amounts paid) where reasonably justified, including if:
   • inventory is inaccurate, a Product is unavailable, discontinued, or affected by a system/technical error;
   • payment is not confirmed or is reversed;
   • information provided is inaccurate or misleading;
   • there are reasonable grounds to suspect fraud, abuse, chargeback risk, or unauthorized use of a payment method;
   • delivery to the selected country is unavailable or disproportionately risky;
   • sanctions/embargo restrictions apply or the carrier refuses transport.
4. We may impose quantity limits for limited editions, promotions, and clearance sales.

4. Product Information, Ingredients, Allergies, and Use

1. Product images are illustrative. Packaging design and minor details may vary between production batches or due to supplier changes.
2. You are responsible for assessing product suitability, including allergies or sensitivities to fragrances/ingredients. If unsure, perform a patch test and follow packaging instructions.
3. To the extent permitted by law, we are not liable for consequences arising from improper use, storage, or failure to follow instructions.

5. Prices, Taxes, Currency, and Pricing Errors

1. Prices are displayed in EUR unless stated otherwise.
2. Shipping and any additional fees are shown before the Order is confirmed.
3. Obvious pricing or technical errors: If a Product is listed at an incorrect price due to an error, we may:
   • cancel the Order and refund amounts paid; or
   • offer you the option to confirm the Order at the correct price. If you do not accept, the Order will be cancelled.
4. International (non-EU) orders: Customs duties, import taxes, brokerage/handling fees, and local charges may apply and are the Buyer’s responsibility. We do not control or guarantee these costs.

6. Payment, Verification, and Fraud Prevention

1. We begin fulfilment once payment is confirmed, unless stated otherwise.
2. We may apply additional verification (e.g., confirmation request, address validation) where an Order presents fraud or abuse risk.
3. If a payment provider initiates a chargeback or dispute, we may:
   • suspend fulfilment or delivery;
   • request additional information from the Buyer; and
   • submit evidence to the payment provider (delivery confirmations, communications, etc.).

7. Delivery, Lead Times, Risk Transfer, and International Shipments

1. Products are delivered to the address provided by the Buyer using the selected shipping method.
2. Delivery timelines are estimated and may change due to carriers, customs, inspections, seasonal volume, strikes, weather, or force majeure.
3. Risk transfer:
   • For Consumers – risk transfers when the Products are delivered to the Consumer or a person indicated by the Consumer (subject to mandatory law).
   • For Business Customers – risk may transfer upon handover to the carrier where permitted by applicable law and agreed terms.
4. The Buyer must provide accurate delivery details and be available to receive the shipment. If delivery fails due to the Buyer (wrong address, failure to collect, refusal to accept), we may:
   • charge re-shipping costs; and/or
   • cancel the Order and refund the purchase price minus actual costs incurred (shipping, return shipping, handling, and related fees).
5. For international shipments, the Buyer agrees to provide any reasonably necessary information for customs clearance (e.g., confirmation of details, contact information).

8. Inspection on Delivery, Damage, and Non-Conformity

1. Upon receipt, the Buyer should inspect the parcel promptly. If the package is visibly damaged, the Buyer should:
   • record a note with the courier/carrier (where possible);
   • take photos/video; and
   • notify the Seller without undue delay.
2. If the Buyer identifies an issue (damage, missing items, incorrect Product), the Buyer must notify us within a reasonable time and provide evidence. We may request additional information as needed.

9. Right of Withdrawal (EU Consumers) & Returns

1. If you are an EU Consumer, you generally have the right to withdraw from the distance contract within 14 calendar days without giving any reason, unless a statutory exception applies.
2. The withdrawal period starts on the day you (or a person indicated by you) receive the Products.
3. You must return the Products no later than 14 days after notifying us of withdrawal. Unless we state otherwise, return shipping costs are borne by the Buyer.
4. We will refund payments received within 14 days from receiving the returned Products or proof of return shipment (whichever occurs first), and we may withhold refund until we receive the Products.
5. You are responsible for any diminished value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
6. Hygiene & health protection exception (sealed goods):
   1. The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (e.g., perfumes, cosmetics, where a protective seal/packaging has been broken).
   2. We explicitly inform that sealed perfumes/cosmetics subject to hygiene limitations cannot be returned if the seal/packaging is broken.
   3. If a returned Product is found to be unsealed/used such that it cannot be resold for hygiene/health reasons, we may refuse the return or apply a refund reduction to the extent permitted by applicable law and reflecting actual loss of value.

10. Returns for Non-EU Buyers

1. Non-EU Buyers may be subject to different mandatory rules. Where no mandatory withdrawal right applies, returns may be accepted only under the Seller’s commercial policy (if offered).
2. For international returns, the Buyer bears customs, declarations, and shipping costs unless we expressly agree otherwise in writing.

11. Statutory Rights, Conformity, and Complaints

1. EU Consumers benefit from statutory rights regarding conformity of goods under applicable law.
2. Complaints should be submitted by email with the order number, description of the issue, and supporting evidence (photos/video where possible). We may request additional information to assess the claim.
3. Where permitted by law, we may choose an appropriate remedy (replacement, repair, price reduction, or refund), taking into account proportionality and legal requirements.

12. Reviews, User Content, and Communications

1. By submitting a review, the Buyer confirms it is truthful and does not infringe third-party rights.
2. We may refuse to publish or remove reviews/content that is unlawful, abusive, defamatory, hateful, contains personal data, or is spam/promotional in nature.

13. Intellectual Property

1. All Website content (texts, images, design, trademarks, logos) is owned by the Seller or its licensors and is protected by applicable laws. Copying, distribution, or other use without permission is prohibited.

14. Sanctions, Embargo, and Risk Controls

1. We may refuse or cancel Orders to countries or persons subject to sanctions/embargo, or where an Order presents legal, compliance, or reputational risk.
2. We may request additional information to satisfy legal requirements and risk controls, to the extent permitted by law.

15. Personal Data

1. Personal Data is processed in accordance with our Privacy Policy published on the Website.

16. Force Majeure

1. Neither party shall be liable for failure to perform obligations due to events beyond reasonable control (force majeure), including war, civil unrest, government actions, strikes, pandemics, cyberattacks, supply chain disruptions, transport blockages, or similar events.

17. Enhanced Limitation of Liability

1. To the maximum extent permitted by applicable law, the Seller is not liable for indirect or consequential damages (including loss of profit, loss of goodwill, reputational damage, or business interruption), third-party actions (couriers, payment processors, platforms, customs), delivery delays beyond our control, or inaccuracies in Buyer-provided data.
2. To the maximum extent permitted by law, the Seller’s total liability is limited to the amount actually paid by the Buyer for the relevant Order (or, where appropriate, amounts paid in the preceding 12 months), except where mandatory law provides otherwise.
3. Nothing in these Terms limits Consumer rights where such limitation is prohibited by mandatory law.

18. Governing Law, Dispute Resolution, and Jurisdiction

1. These Terms are governed by the laws of the Republic of Lithuania and applicable EU law where relevant.
2. Disputes shall first be attempted to be resolved amicably. A party must submit a written claim by email. If no agreement is reached within 30 calendar days, the dispute may be brought before a competent court.
3. EU Consumers: jurisdiction and mandatory consumer protection rules apply; nothing in these Terms deprives Consumers of rights to bring claims in their country of residence where mandatory rules allow.
4. Non-EU Buyers: you agree that disputes may be handled by the courts of the Republic of Lithuania, unless non-waivable local law requires otherwise.

19. Severability

1. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force and effect.

20. Contact

For questions about orders, returns, or complaints:
Email: info@essencevalley.com