Shipping, Withdrawal, Returns and Refunds

Effective from: 2026-09-11

Shipping

ProHiver plans to deliver to Lithuania, Latvia, Estonia and Finland. A particular carrier is not guaranteed in advance. Before payment, the consumer is shown the selected delivery method, its charge and the estimated delivery timeframe. The delivery charge is included in the final amount payable.

14-day withdrawal right

Unless a lawful exception applies, a consumer has a 14-day right to withdraw from a distance contract.

From 19 June 2026, where the relevant rule applies to a distance contract concluded through an online interface, ProHiver provides an easily accessible online withdrawal function throughout the withdrawal period. It allows the consumer to submit and confirm a withdrawal statement, and ProHiver provides an acknowledgement on a durable medium.

If the service is fully performed during the withdrawal period, the withdrawal right may be lost only under the conditions permitted by mandatory law, after prior express consent, acknowledgement of the loss of the right, and the required confirmation.

Returns, costs and refunds

After withdrawing from a sales contract, the consumer, unless ProHiver has offered to collect the goods, sends back or hands over the goods without undue delay and no later than 14 days after communicating the withdrawal. The deadline is met if the goods are sent before that period expires.

Where a consumer returns conforming goods because they changed their mind, the consumer bears the direct return-shipping cost only if properly informed before the contract was concluded. If the goods, by their nature, cannot normally be returned by post or an ordinary parcel service, the actual return cost or a reasonable estimate of the maximum return cost is provided before the contract is concluded. If the consumer was not properly informed that return costs would be payable by them, those costs are not passed to the consumer.

Where goods are non-conforming and mandatory law places the costs on the seller, those costs are not passed to the consumer.

The consumer may be liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and only where the required withdrawal information was provided.

ProHiver reimburses payments received from the consumer without undue delay and no later than 14 days after being informed of the withdrawal, including the cost of the least expensive standard delivery offered by ProHiver. Supplementary costs of a more expensive delivery method do not have to be reimbursed. Reimbursement uses the same means of payment unless the consumer expressly agrees otherwise and no reimbursement fee is charged. Where ProHiver has not offered to collect the goods, reimbursement may lawfully be withheld until the goods are received or evidence of return is provided, whichever is earlier.

If the consumer expressly requested that a service begin during the withdrawal period and later validly withdraws, the consumer may be required to pay a proportionate amount for the part of the service actually supplied up to withdrawal where mandatory law permits that charge.

Return address

Baltų pr. 37-76, LT-48238 Kaunas, Lithuania, unless ProHiver provides another lawful warranty-service or return address for the specific case.

Model withdrawal form

To: Prohiver, MB, Baltų pr. 37-76, LT-48238 Kaunas, Lithuania, info@prohiver.com

I hereby give notice that I withdraw from my distance contract for the following goods or services:

• Goods / service: ____________________
• Ordered / contract concluded on: ____________________
• Goods received on, if applicable: ____________________
• Consumer name: ____________________
• Consumer address: ____________________
• Date: ____________________
• Signature: ____________________ (only if this form is submitted on paper)

You may provide the order number or contact email as optional information to help us locate the order more quickly, but this is not a condition for a valid withdrawal statement.

This form is an additional notification method and does not replace the mandatory online withdrawal function where that function applies.