These terms apply to any order placed on the Podéa store by a consumer residing in the European Union. They are drawn up in accordance with Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on the sale of goods, as transposed into the law of the Republic of Lithuania. They do not deprive consumers of the protection afforded by the mandatory provisions of the law of their country of residence.
1. Shipping
- Area: European Union countries offered at checkout.
- Cost: free tracked shipping.
- Lead time: 10 to 15 business days from dispatch. This is indicative; in accordance with Article 18 of Directive 2011/83/EU, delivery takes place no later than 30 days after the conclusion of the contract.
- Tracking: an email with your tracking number is sent as soon as your order ships.
- Multiple parcels: an order of several items may be delivered in several parcels.
Lost or stuck parcel: if the tracking has not been updated for 10 business days, or if your parcel has not arrived 30 days after ordering, contact us with your order number. After checking with the carrier, we will reship your order or refund you. The risk of loss or damage passes to you when you take physical possession of the goods (Article 20 of Directive 2011/83/EU).
Incorrect address or unclaimed parcel: you are responsible for the accuracy of the delivery address entered. A parcel returned to sender because of an incomplete or incorrect address, or not collected within the carrier's deadline, can be reshipped once you have paid the reshipping costs.
2. Damaged, defective or non-conforming product (legal guarantee)
All our products are covered by the legal guarantee of conformity under Directive (EU) 2019/771. We are liable for any lack of conformity existing at the time of delivery that becomes apparent within two years of delivery (Article 10). This guarantee is free of charge and applies independently of any commercial guarantee.
How to proceed
- Submit a return request stating your order number and the defect.
- Reply to our email with one or more photos or a short video clearly showing the defect and the parcel label. This lets us handle your request quickly.
- After verification, we replace the product free of charge. If replacement is impossible or disproportionate, you are entitled to a price reduction or a refund (Articles 13 and 14 of Directive (EU) 2019/771).
In most cases, you won't have to send anything back. If the product needs to be returned to assess the defect, we will tell you and cover the return costs.
The following do not constitute a lack of conformity: normal wear and tear, use not in accordance with the instructions or intended purpose, unsuitable washing or care, modification of the product, or a sizing error by the customer (see article 4).
3. Right of withdrawal (change of mind)
In accordance with Article 9 of Directive 2011/83/EU, you have 14 days from the day on which you, or a third party designated by you, take physical possession of the goods to withdraw from the contract without giving any reason. Where an order is delivered in several parcels, the period starts on receipt of the last parcel.
How to proceed
- Before sending anything, inform us of your decision by means of an unequivocal statement (Article 11): via the Return request page, stating your order number, or by sending us the withdrawal form in article 5. It is sufficient to send this communication before the 14-day period has expired.
- We acknowledge receipt of your request by email and send you the return address. Please do not send anything before receiving these instructions: a parcel sent to another address cannot be processed.
- Send the product back without undue delay and no later than 14 days after informing us of your decision (Article 14(1)).
Return conditions
- Return costs: in accordance with Article 14(1) of Directive 2011/83/EU, the direct cost of returning the goods is borne by you. We recommend a tracked shipping method.
- Condition of the product: the product must be returned complete, in its original packaging and in perfect condition. You may handle it as you would in a shop to establish its nature, characteristics and functioning. In accordance with Article 14(2), you are liable for any diminished value of the goods resulting from handling beyond this (prolonged wear, washing, signs of use); the refund may be reduced accordingly.
- Hygiene: in accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. This applies to products intended to be worn in direct contact with the skin (splints, heel protectors) whose protective packaging has been opened.
Refund
In accordance with Article 13 of Directive 2011/83/EU, we reimburse all payments received from you, including the initial delivery costs (except supplementary costs resulting from your choice of a delivery method more expensive than the standard one), without undue delay and no later than 14 days after being informed of your decision to withdraw. We may withhold the refund until we have received the goods back or until you have supplied evidence of having sent them, whichever is earliest. The refund is made using the same means of payment as the order, unless you expressly agree otherwise, and at no cost to you.
4. Size exchange
Ordered the wrong size? Exchanges follow the rules of the right of withdrawal (article 3): you return the unworn product in its original packaging at your own cost, then place a new order in the right size. Unsure before buying? Write to us and we'll help you choose.
5. Model withdrawal form
(Annex I, Part B, of Directive 2011/83/EU — complete and return it via the Return request page only if you wish to withdraw from the contract)
To Podéa:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
— Ordered on (*) / received on (*):
— Order number:
— Product(s):
— Name of consumer(s):
— Address of consumer(s):
— Date:
(*) Delete as appropriate.
6. Complaints and disputes
For any complaint, please contact us first via the Contact page: we always seek an amicable solution and reply within 48 business hours.
Failing an amicable solution, you may refer the matter free of charge to the competent out-of-court consumer dispute resolution body in Lithuania, the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba): vvtat.lt. If you live in another Member State, the European Consumer Centre in your country can assist you free of charge with a cross-border dispute: ECC-Net.