Refund policy
This Return and Refund Policy applies to purchases made through JohnnyGo and the website johnnygo.eu.
Seller details:
Business registration or individual activity number: 1526467
Email: johnnygostore@gmail.com
1. Food safety and opened products
JohnnyGo products are food products supplied in sealed packaging.
For health protection, hygiene and food-safety reasons, products cannot be returned, exchanged or refunded after:
- the package has been opened or unsealed;
- the seal has been broken, damaged or tampered with;
- any part of the product has been consumed;
- the product has been mixed with another substance;
- the product has been stored improperly after delivery.
All sales of opened or unsealed food products are final.
This restriction does not apply where the product is defective, unsafe, damaged, incorrectly supplied or otherwise does not conform to the order or applicable legal requirements.
2. Change-of-mind returns
Consumers purchasing online may notify us that they wish to withdraw from their purchase within 14 days after receiving the order, unless a legal exception applies.
A change-of-mind return will only be accepted where the product:
- remains completely unopened and factory sealed;
- is unused and undamaged;
- remains in its original packaging;
- has been stored according to the instructions on the packaging;
- is suitable for resale without creating a food-safety or hygiene risk;
- is accompanied by proof of purchase.
Before returning an order, the customer must contact us at johnnygostore@gmail.com and provide the order number and the products they wish to return.
After notifying us of the withdrawal, the customer must send the eligible products back without undue delay and no later than 14 days after submitting the withdrawal notice.
Products sent without first contacting us may be refused or may take longer to process.
3. Return shipping costs
For a change-of-mind return, the customer is responsible for the direct cost of returning the products.
The customer must use suitable protective packaging. The customer remains responsible for the returned products until they are delivered to us.
We recommend using a tracked shipping service. JohnnyGo is not responsible for returned parcels that are lost or damaged while being transported by a carrier selected by the customer.
Where a return is caused by an incorrect, damaged or legally non-conforming product, JohnnyGo will cover the reasonable return costs or provide another appropriate return solution.
4. Non-returnable and non-refundable products
Unless required otherwise by applicable law, we do not accept returns or issue refunds for:
- opened, unsealed or partially consumed food products;
- products with damaged or missing seals;
- products damaged because of improper handling or storage after delivery;
- products returned without their original packaging;
- products that cannot be safely resold;
- products made or prepared according to an individual customer request;
- products that are liable to deteriorate or expire rapidly;
- free promotional products or samples;
- products purchased from another retailer or seller;
- products returned after the applicable return period.
A personal dislike of a product’s taste, sweetness, texture, flavour or consistency is not, by itself, considered a product defect, provided the product corresponds to its description and complies with applicable quality and safety requirements.
Refunds will not be issued simply because the customer changes their mind after opening or tasting the product.
5. Damaged, incorrect or defective products
Customers should inspect their order as soon as reasonably possible after delivery.
Where an order arrives damaged, defective, unsafe, incomplete or different from what was ordered, the customer should contact us at johnnygostore@gmail.com as soon as possible.
Please provide:
- the order number;
- a description of the problem;
- photographs of the product;
- photographs of the packaging and shipping label;
- the batch or lot number and best-before date, where relevant.
Customers should retain the affected product and packaging until the claim has been reviewed. The product should not be consumed where there is a concern regarding contamination, damage or safety.
Depending on the circumstances and applicable consumer law, JohnnyGo may provide an appropriate remedy, including:
- replacement of the affected product;
- delivery of a missing or correct product;
- a proportionate price reduction;
- store credit, where accepted by the customer;
- a full or partial refund where legally required.
A refund may be refused where the problem was caused by the customer’s improper storage, misuse, accidental damage or failure to follow the preparation and storage instructions.
Nothing in this policy limits the customer’s mandatory legal rights regarding defective, unsafe or non-conforming goods.
6. Refund processing
After an eligible returned product has been received and inspected, we will inform the customer whether the return has been accepted.
Approved refunds will be issued to the original payment method unless another method is expressly agreed with the customer.
Where the customer validly exercises the statutory right of withdrawal, the refund will include the price of the eligible returned products and the cost of the least expensive standard delivery option originally offered by JohnnyGo.
Additional delivery costs resulting from the customer choosing express, premium or another more expensive delivery method will not be refunded.
We may withhold the refund until:
- the returned products have been received; or
- the customer provides satisfactory evidence that the products have been sent back,
whichever occurs first.
Refund processing by banks or payment providers may require additional time after the refund has been issued by JohnnyGo.
7. Promotional offers, bundles and gifts
Where a returned product was purchased as part of a bundle, promotional offer or discount arrangement, all products forming part of that offer must be returned unless we agree otherwise.
Any free gift supplied as part of the purchase must also be returned unopened and unused. If it is not returned, its reasonable retail value may be deducted from the refund to the extent permitted by law.
8. Order cancellations
An order may be cancelled before it has been processed or dispatched by contacting johnnygostore@gmail.com.
We cannot guarantee that a cancellation request will be completed after order processing has begun.
Once an order has been dispatched, it must be handled under the return rules stated in this policy.
9. Refused or uncollected parcels
Failing to collect a parcel or refusing delivery does not automatically remove the customer’s obligation to notify us of their decision to withdraw from the purchase.
Where a parcel is returned because it was refused, unclaimed or because the customer provided incorrect delivery details, reasonable direct return or redelivery costs may be charged or deducted from the amount refunded, where permitted by law.
10. Refund abuse and fraudulent claims
JohnnyGo may reject claims involving suspected fraud, falsified information, repeated misuse of the return process or evidence that the product was deliberately damaged.
This provision does not limit any mandatory consumer rights.
11. Complaints and dispute resolution
Customers should first submit complaints in writing to:
Email: johnnygostore@gmail.com
Please include the order number, a clear description of the complaint and the requested solution.
We will provide a reasoned response within 14 calendar days after receiving a consumer complaint.
Where a consumer and JohnnyGo cannot resolve a dispute directly, a Lithuanian consumer may apply to the State Consumer Rights Protection Authority — Valstybinė vartotojų teisių apsaugos tarnyba (VVTAT) for out-of-court dispute resolution.
12. Governing law
This policy and purchases made from JohnnyGo are governed by the laws of the Republic of Lithuania and applicable European Union consumer-protection legislation.
Nothing in this policy removes or restricts mandatory consumer rights that cannot legally be excluded by agreement.
Where any part of this policy conflicts with mandatory applicable law, the mandatory legal provision will apply and the remaining parts of the policy will continue to remain effective.