Refund policy

This translation is provided for information purposes only. In the event of a dispute, the Lithuanian text shall prevail: Lithuanian version.

Dishes are prepared to your order and spoil quickly, so they cannot be returned without a reason. Unopened packaged drinks can be returned within 14 days (see section 5). Below we explain when you can cancel an order, have a dish replaced and get your money back.

1. Order cancellation

• An order can be cancelled only before its preparation has started: call the location or +370 662 58494. In this case, the full amount paid is refunded.
• Advance orders (for a specific time) start being prepared some time before pickup. Once preparation has started, the dishes can no longer be cancelled and no refund is given for them, because the ingredients have already been used and the work done. You may still withdraw from the contract for packaged drinks after that (see section 5).
• If you select "Pay on pickup", preparation of the order starts immediately, so it can no longer be cancelled. You pay for such an order when collecting it at the branch; if a defect is found after payment, sections 3 and 4 apply.
• If we are unable to fulfil the order (e.g. an ingredient has run out, the location is closed), we will notify you and refund the full amount.

2. Order not picked up

• A ready order must be picked up within 30 minutes of the pickup time stated in the order confirmation or, if the order is ready later, of it being ready.
• Orders that are not collected are not refunded, except where the order could not be collected through the seller's fault (e.g. the branch was closed at the stated time) and for unopened packaged drinks that you returned (see section 5).
• If you are late picking up the order, the food may cool down or become less fresh. This is the customer's responsibility and is not a ground for considering the food to be of poor quality.

3. Poor quality food: replacement or refund

• If a dish or drink does not conform to the contract (e.g. a spoiled product, the wrong dish, a foreign object), under the legal guarantee provided by law you may require it to be replaced with a conforming one or your money refunded.
• Please report a defect as soon as possible, ideally when collecting the order at the branch or on the same day by email to info@metina.lt (state the order number and, if possible, attach a photo).
• Changes in quality because the order was collected late (food that has cooled down or is less crispy) are not considered a defect.

4. Refund procedure

• We review the request and refund the money within 5 working days of the date the request is submitted.
• The money is refunded to the same bank account from which the payment was made.

5. Packaged drinks: returns within 14 days

• You may withdraw from the purchase contract for unopened packaged drinks within 14 days of the day you collected them, without giving any reason. You may also withdraw before collecting the drinks; in that case we refund the money within 14 days of receiving your notice.
• You can notify us using the I want to return form, by email to info@metina.lt or using the model form provided in the Terms of purchase.
• Return the drinks to the branch where you collected them within 14 days of your notice; we refund within 14 days of receiving the notice (we may wait until we get the drinks back).

6. Contacts