Terms of service

TERMS OF SERVICE AND PURCHASE

1. GENERAL PROVISIONS

Welcome to MATANA.

This online store operates under the MATANA / MATANAStudios name (hereinafter referred to as “MATANA”, “we”, “us” or “our”).

These Terms govern the use of our website, ordering and purchasing products, and other services provided through the website (the “Services”).

By using this website or placing an order, you confirm that you have read and agree to these Terms, our Privacy Policy, Shipping Policy and Return & Refund Policy.

If any provision of these Terms conflicts with mandatory consumer protection law, the applicable mandatory legal provisions will prevail.

2. ACCOUNT AND INFORMATION PROVIDED

To purchase products, you may be required to provide information necessary to process your order, including your name, email address, shipping address and payment information.

You are responsible for ensuring that the information you provide is accurate, current and complete.

If you use a customer account, you are responsible for maintaining the confidentiality and security of your login details and for activity carried out through your account.

3. PRODUCTS AND HANDMADE CHARACTERISTICS

MATANA products are handcrafted in small batches.

We make reasonable efforts to ensure that product photographs, colours, measurements and descriptions shown in our online store accurately represent the actual products.

However, colours displayed on your screen may vary slightly depending on your device and display settings.

Due to the handmade production process, individual products may have minor variations in colour, texture, surface or other small details. Such natural handmade variations are not considered defects where they do not affect the intended use or quality of the product.

We reserve the right to update our product range, descriptions and availability.

4. ORDERS

By placing an order, you submit an offer to purchase the selected products.

Before submitting an order, you have the opportunity to review the selected products, quantities, shipping information and the total amount payable.

After an order is placed, we may send an automated order confirmation.

If we are unable to fulfil an order for an objective reason, for example because the product is unavailable, an obvious pricing or technical error has occurred, or delivery to the selected destination is unavailable, we will inform you and refund any amounts paid for the unfulfilled order.

Please review all order details carefully before submitting your order.

5. PRICES AND PAYMENTS

Product prices are displayed in the online store.

Before submitting an order, you will be shown the total amount payable at that time, including applicable taxes and shipping charges where these apply and can be calculated in advance.

Shipping costs may vary depending on the products ordered, order size and destination. The exact shipping cost is displayed at checkout before the order is submitted.

Orders shipped outside the European Union may be subject to customs duties, import taxes or other local charges imposed by the destination country. Where such charges cannot be calculated and collected at checkout, they are not included in the total amount shown by us and may be payable by the recipient.

Prices, discounts and promotions may change. However, an order that has already been placed and accepted by us will normally be charged at the price confirmed at the time of purchase, except in cases of obvious technical or pricing errors.

Available payment methods are displayed during checkout.

6. PROCESSING TIME

Standard order processing time is 1–3 business days.

Some products, particularly items produced after an order is placed, may require additional preparation time. If a different processing time applies to a specific product, it will be stated on the product page or communicated before fulfilment.

Processing time is separate from shipping and delivery time.

7. SHIPPING AND DELIVERY

Products are shipped from Lithuania.

All delivery times are estimates and may vary depending on the destination, shipping carrier, holidays, customs procedures or other circumstances outside our reasonable control.

Unless a different delivery period has been agreed with the buyer, goods will be delivered within the period required by applicable law.

If an order is significantly delayed, the buyer may exercise the rights available under applicable consumer protection law.

Further information is available in our Shipping Policy.

8. RISK OF LOSS OR DAMAGE

Where the buyer is a consumer, the risk of accidental loss of or damage to the goods passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.

Merely handing the goods to a carrier selected or offered by us does not automatically transfer the risk of loss or damage to the consumer.

Different rules may apply if the consumer independently appoints a carrier that was not offered by us, where permitted by applicable law.

9. RIGHT OF WITHDRAWAL

Consumers purchasing products online generally have the right to notify us within 14 days of receiving the goods that they wish to withdraw from the purchase without giving a reason, except where an exemption provided by applicable law applies.

The fact that a standard product is produced only after an order is placed does not by itself remove the consumer’s right of withdrawal.

The right of withdrawal may not apply to products made according to the consumer’s individual specifications or products that are clearly personalised, where the relevant legal exemption applies.

Purchasing an item at a discounted or sale price does not by itself remove the statutory right of withdrawal for online purchases.

Full details regarding returns, deadlines, return shipping costs and refunds are provided in our Return & Refund Policy.

10. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

We recommend inspecting your order after delivery.

If you receive a product that is damaged during transport, defective or different from what you ordered, please contact us as soon as possible and provide your order number and, where possible, photographs of the product and packaging.

Nothing in these Terms limits any statutory rights available to consumers under Lithuanian or European Union consumer protection law in relation to defective or non-conforming goods.

11. INTELLECTUAL PROPERTY

Unless otherwise stated, original content created for the MATANA website, including product photographs, designs, text, graphics, logos, video content and other original materials, belongs to MATANA or is used on a lawful basis.

Without our prior permission, such content may not be copied, distributed, resold, modified or used commercially, except where permitted by applicable law.

Shopify and other third-party trademarks belong to their respective owners.

12. THIRD-PARTY SERVICES AND LINKS

The website may use third-party services, payment systems, integrations or contain links to third-party websites.

Third-party websites and services may be governed by their own terms and privacy policies.

We do not control third-party websites and are not responsible for their content or operation, except where liability cannot legally be excluded or limited.

13. RELATIONSHIP WITH SHOPIFY

The MATANA online store operates using the Shopify platform.

Shopify provides the technical infrastructure that enables us to operate the online store.

However, contracts for the purchase and sale of products are entered into between the buyer and MATANA / MATANAStudios, not between the buyer and Shopify.

Shopify’s own privacy policy may also apply to the processing of certain personal information.

14. PRIVACY

Personal information is processed in accordance with our Privacy Policy and applicable data protection laws.

Because the store operates using Shopify, certain information may be transmitted to and processed by Shopify and other service providers to the extent necessary to operate the store, process payments, arrange shipping and provide other services.

Further information is available in our Privacy Policy.

15. REVIEWS AND USER-SUBMITTED CONTENT

If you voluntarily submit a product review, comment, suggestion or other content, you confirm that you have the right to submit that content and that it does not violate applicable law or the rights of third parties.

We may use lawfully submitted reviews on our website and in communications relating to MATANA to the extent permitted by applicable law and the rights granted by you.

We reserve the right to remove unlawful, misleading, abusive, defamatory, unsolicited or otherwise inappropriate content, or content that infringes the rights of others.

16. ERRORS AND INACCURACIES

Despite our efforts, the website may occasionally contain technical, typographical or other obvious errors, including errors relating to product descriptions, prices, promotions, availability or shipping information.

We may correct such errors and update the relevant information.

If an obvious error affects an order already placed, we will contact the buyer and offer an appropriate solution, which may include cancellation of the order and a refund of amounts paid where appropriate.

17. PROHIBITED USE

The website may only be used for lawful purposes.

You must not:

• use the website for unlawful or harmful activities;
• attempt to compromise the security of the website or related systems;
• transmit viruses or other malicious code;
• unlawfully collect personal information about other people;
• impersonate another person;
• use the website to infringe our or any third party’s intellectual property rights;
• use automated scraping, crawling or other activities that unreasonably interfere with the operation of the website.

In the event of a serious violation of these rules, we may restrict access to the website or customer account.

18. LIABILITY

We aim to maintain the proper operation of the website and fulfil our contractual obligations to customers.

However, we cannot guarantee that the website will always operate without interruption or technical difficulties.

To the extent permitted by applicable law, we are not responsible for indirect losses arising from circumstances that we could not reasonably control.

Nothing in these Terms excludes or limits:

• statutory rights granted to consumers under mandatory law;
• liability for intentional misconduct or in any other case where liability cannot legally be excluded or limited;
• rights relating to defective or non-conforming goods.

19. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

20. NO WAIVER

If we do not exercise or enforce a right available to us under these Terms or applicable law in a particular situation, this does not mean that we waive that right in the future.

21. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of the Republic of Lithuania.

However, this choice of law does not deprive consumers of protection provided by mandatory legal provisions that would apply in the absence of this choice, including mandatory consumer protection rules of the consumer’s country of residence where applicable.

Disputes will be resolved in accordance with applicable Lithuanian and European Union jurisdiction rules.

Nothing in these Terms restricts a consumer’s right to bring a claim before a competent court where the consumer is entitled to do so under applicable consumer protection and jurisdiction rules.

If you have a complaint regarding a product or service, please contact us first so that we can attempt to resolve the matter directly.

Consumers in Lithuania who are unable to resolve a dispute directly with the seller may, where applicable, contact the State Consumer Rights Protection Authority (VVTAT) for out-of-court dispute resolution.

22. CHANGES TO THESE TERMS

The most current version of these Terms is available on this page.

We may update these Terms, for example due to changes in law, our services or the operation of the website.

Changes apply from the date they are published or from another date clearly stated and do not retrospectively alter contracts already concluded, except where permitted or required by law.

23. CONTACT INFORMATION

Store and trading name:
MATANA / MATANAStudios

Email:
info@matana.lt

Phone:
+370 689 92982

Address:
Laukų g. 30
20141 Ukmergė
Lithuania