Last updated: 15 September 2026. Version 2.1.
This page forms part of our Terms & Conditions.
This page explains how returns, withdrawal and refunds work for EQUILI orders placed on lemicrobiome.com. It applies to consumer purchases and does not limit your mandatory statutory rights under Lithuanian and EU law.
At a glance
| Situation | Can you return it? | Who pays return postage? | What you get back |
|---|---|---|---|
| Changed your mind — bottle seal intact | Yes, notify us within 14 days of receipt | You | Product price (and standard delivery charge on a full return) |
| Changed your mind — bottle seal opened | No (health & hygiene exception) | — | — |
| Some sealed bottles from a 3- or 6-bottle bundle | Yes, within the same 14 days | You | Proportionate share of the bundle price |
| Damaged, incorrect or defective goods | Yes, under the statutory guarantee | We do | Replacement or refund, as the law provides |
1. Your right to change your mind
Subject to the exceptions below, you may withdraw from an online purchase without giving a reason within 14 calendar days after you, or a person you nominate other than the carrier, receive the goods. If goods from one order are delivered separately, the period runs from receipt of the last goods. If the deadline falls on a non-working day, it extends to the next working day.
How to notify us. E-mail care@lemicrobiome.com, send a clear statement to our address below, or use the online withdrawal function on our website (“Withdraw from contract here”). You may use the model withdrawal form at the end of this page, but it is not compulsory. It is sufficient to send your statement before the withdrawal period expires; you do not need our prior approval, and we do not require a reason, photographs or any other justification.
We acknowledge every withdrawal notice in a durable form (e-mail) without delay, stating what was received and when.
2. Protective seals and opened bottles
The statutory right to withdraw does not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery (Article 16(e) of Directive 2011/83/EU; Civil Code of the Republic of Lithuania, Article 6.228¹⁰). We apply this exception to EQUILI bottles where opening the individual protective seal makes the contents unsuitable for return for those reasons.
Opening the outer shipping box does not, by itself, remove your withdrawal rights for bottles whose individual protective seals remain intact. An opened bottle is not eligible for a change-of-mind return, including under our partial-return offer in Section 4. This does not restrict your rights if a product is defective, damaged or not as ordered (Section 6).
3. Returning the goods
After notifying us, send the goods back without undue delay and no later than 14 days after your notification, unless we have agreed to collect them. The deadline is met if you dispatch the return before it expires.
Return recipient:
Le Microbiome MB
Medeinės g. 7, Lentvaris, LT-25136 Trakų r., Lithuania
Return enquiries: care@lemicrobiome.com
Return costs. For a change-of-mind return you arrange the shipment and bear its direct return costs; we inform you of this before purchase. You may choose any suitable carrier that delivers to the return address — you do not have to use our outbound carrier. Use a suitable protective package and include your order number or another detail that lets us match the parcel to your purchase. A tracked service and proof of posting are recommended, but a tracking number is not a condition of your statutory rights.
Care before return. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where the law permits this. We do not impose an automatic restocking fee. Any assessment of reduced value will be explained to you and will respect your statutory rights.
4. Returning part of a bundle
We accept change-of-mind returns of unopened bottles from a 3-bottle or 6-bottle bundle when their individual protective seals remain intact. Notify us within 14 days after receipt and dispatch the return within 14 days after notification. Your mandatory rights remain unaffected.
We refund the proportion of the bundle price you actually paid, including its discounts: we divide that price by the original number of bottles and multiply by the number returned, rounding the final refund to the nearest euro cent. We do not re-price the bottles you keep at the single-bottle price, and we do not add a delivery charge retrospectively where the original delivery was free.
| Original purchase | Bottles returned | Product refund |
|---|---|---|
| 3 bottles · €104.99 | 1 | €34.99 |
| 3 bottles · €104.99 | 2 | €69.98 |
| 6 bottles · €189.99 | 3 | €95.97 |
| 6 bottles · €189.99 | 5 | €159.95 |
Examples assume no additional discount. If several partial refunds relate to one order, we account for earlier refunds and rounding so that the total refunded does not exceed the price paid for the relevant goods.
5. When and how we refund
For a valid withdrawal, we reimburse you without undue delay and within 14 days after receiving your notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of dispatch, whichever occurs first.
For a full withdrawal, we also refund the original standard delivery charge you paid. We do not refund the additional cost of an express or other enhanced delivery option you chose above the least expensive standard option we offered. We use the original payment method (card via Stripe, or bank account via Paysera) unless you expressly agree otherwise, without any refund fee, and we do not deduct our payment-processing costs from your statutory refund. Depending on your bank, the money may take a few further business days to appear on your statement.
6. Damaged, incorrect or defective goods
Separately from the right to change your mind, every product we sell is covered by the statutory guarantee of conformity under the Civil Code of the Republic of Lithuania.
If your goods arrive damaged, are not what you ordered, or are otherwise defective, contact us with your order number and a description of the issue.
Photographs of the affected goods and packaging are helpful if available; an unboxing video is not required.
Where a return is necessary because of a defect, delivery damage or our error, we arrange and pay for it. Your remedy — replacement, price reduction or refund — is determined by the circumstances and applicable law, as set out in Section 10 of our Terms & Conditions; we will not make you pursue our carrier yourself. Deterioration caused after delivery by storage or use contrary to the label instructions is not a defect.
7. Complaints and disputes
We respond to written consumer complaints with a reasoned answer within 14 calendar days. If we cannot resolve your complaint, you may apply to Lithuania’s State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba, VVTAT) at vvtat.lrv.lt or through vtis.lt. Mandatory remedies and access to the courts remain unaffected. We do not offer a separate guarantee of health outcomes.
Model withdrawal form
Complete and send this form only if you wish to withdraw from your purchase. You may instead send another clear withdrawal statement. A reason for withdrawal is not required.
Send to: Le Microbiome MB, Medeinės g. 7, Lentvaris, LT-25136 Trakų r., Lithuania · care@lemicrobiome.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods. (Delete the alternatives that do not apply.)
Goods and quantity being returned: ______________________________
Order number (if available): ______________________________
Ordered on: ______________________________
Received on: ______________________________
Consumer name(s): ______________________________
Consumer address: ______________________________
E-mail for acknowledgement (if sent electronically): ______________________________
Date: ______________________________
Signature (only if this form is sent on paper): ______________________________
For a partial bundle return, specify the number of bottles. Information about the condition of their seals helps us process your return, but does not replace or restrict a valid statutory withdrawal statement.