Online Store Terms and Conditions of Sale

Last updated: 13 September 2026

1. General Provisions

1.1. These Online Store Terms and Conditions of Sale (hereinafter – the Terms) govern the purchase and sale of goods through the website www.fjordsales.lt (hereinafter – the Website) and establish the rights and obligations of the Customer and the Seller.

1.2. The Seller is UAB “Fjord Sales”, legal entity code 300043773, registered address Žvelsos g. 2-1, LT-93235 Klaipėda, Lithuania, email labas@fjord.lt, telephone +370 646 03273.

1.3. The Customer is a natural or legal person purchasing goods through the Website. Where the Customer is a natural person entering into a contract for purposes outside their trade, business, craft or profession, applicable consumer-protection legislation applies.

1.4. By placing an order, the Customer confirms that they have had the opportunity to review these Terms, have understood them and agree to be bound by them. The Customer is also given the opportunity to review the current Privacy Policy.

1.5. Acceptance of these Terms does not constitute general consent to the processing of personal data. Personal data is processed on the legal bases described in the Privacy Policy.

1.6. The Seller may amend or update these Terms. A purchase is governed by the version of the Terms in force at the time the Customer places the order, unless applicable law provides otherwise.

2. Conclusion of the Sales Contract

2.1. To purchase goods, the Customer selects the desired products, creates a shopping cart, provides the information required to fulfil the order, selects the delivery and payment methods, and submits the order.

2.2. Before submitting the order, the Customer may review and correct the information entered and review the selected goods, quantities, prices, delivery charges and total amount payable.

2.3. The sales contract is considered concluded when the Customer submits the order and the Seller confirms its acceptance by email. Where payment must be made when the order is submitted, fulfilment of the contract begins after successful payment confirmation has been received.

2.4. The order confirmation and other information relating to the order are sent to the email address provided by the Customer.

2.5. The Customer is responsible for the accuracy of the information supplied when placing an order and must inform the Seller as soon as possible of any errors discovered.

3. Products and Prices

3.1. The Website provides information about the goods offered for sale, their principal characteristics and prices.

3.2. Product prices are stated in euros and include applicable value added tax (VAT), unless expressly stated otherwise.

3.3. The final order amount, including applicable delivery charges, is shown to the Customer before the order is submitted.

3.4. The Seller may change product prices, product ranges and offers, but such changes do not affect sales contracts already concluded.

3.5. Product photographs displayed on the Website are intended to represent the products. Due to natural product characteristics, production, cutting, weight, packaging or screen settings, the appearance of the actual product may differ slightly from the photograph, provided that such differences do not alter the essential characteristics of the product or constitute a lack of conformity under applicable law.

4. Payment

4.1. The Website may offer the following payment methods:

• Paysera;
• OPAY;
• PayPal;
• Shopify Payments;
• Shop Pay and other payment methods displayed on the Website during checkout.

4.2. The payment methods available for a particular order are displayed during checkout.

4.3. Payments are processed by the relevant third-party payment service providers. UAB “Fjord Sales” does not store or have access to the Customer's full payment card number or CVV/CVC code.

4.4. If payment is not confirmed, is declined or is interrupted, the order may not be processed until payment has been successfully confirmed.

5. Delivery in Lithuania

5.1. Orders for ordinary goods that do not require a special temperature regime are normally delivered in Lithuania within 1–3 business days, unless a different period is specified for the particular product or during checkout.

5.2. Orders placed before 12:00, where the goods are in stock and the selected delivery method permits it, may be delivered on the next business day. This is not a guaranteed delivery period unless expressly stated otherwise.

5.3. Frozen products and other goods requiring a special temperature regime are delivered according to a separate delivery schedule. Information about the expected delivery time is provided when ordering or agreed individually with the Customer.

5.4. Delivery may be carried out through LP Express, Omniva, Venipak or other logistics and courier providers selected by the Seller.

5.5. Personal data required to deliver the order, including the Customer's first name, surname, email address, telephone number and delivery address or selected collection-point information, is provided to the logistics service provider responsible for delivering the particular order. Data is disclosed only to the extent necessary to deliver the order, contact the Customer regarding delivery and resolve delivery-related matters. Further information about the logistics partners used and the processing of personal data is provided in our Privacy Policy.

5.6. Where goods are delivered by a carrier offered or selected by the Seller, the risk of accidental loss of or damage to the goods passes to the Customer when the Customer or a person designated by the Customer physically receives the goods, except where applicable law provides otherwise.

5.7. If delivery is delayed due to circumstances reasonably outside the Seller's control, the Seller will, where possible, inform the Customer and seek to agree a new delivery time. This provision does not restrict the Customer's mandatory statutory rights.

6. Delivery to Other Countries

6.1. The Website may currently accept orders for delivery to:

• Lithuania – parcel lockers and courier delivery;
• Latvia and Estonia – using the delivery options offered during checkout.

6.2. Delivery to other European Union countries may be available only for certain products. The available delivery methods, restrictions and prices are displayed during checkout.

6.3. Frozen fish products are currently delivered only within Lithuania unless expressly stated otherwise for a particular product.

6.4. Delivery times to other countries may vary depending on the destination, selected delivery method and carrier schedules.

6.5. For individual delivery enquiries, please contact labas@fjord.lt.

7. Right of Withdrawal and Returns

7.1. Where the Customer is a consumer, the Customer has the right to withdraw from a distance sales contract within 14 calendar days without giving any reason, subject to the exceptions established by applicable law. In the case of goods, this period generally begins on the day on which the Customer, or a third party designated by the Customer other than the carrier, receives the goods.

7.2. The right of withdrawal does not apply where an exception is established by applicable law, including, among other cases:

• goods which are liable to deteriorate rapidly or have a short shelf life;
• goods made to the Customer's specifications or clearly personalised for the Customer;
• sealed goods which are not suitable for return for health-protection or hygiene reasons and which have been unsealed after delivery, where this statutory exception applies to the particular product;
• other cases provided for by the Civil Code of the Republic of Lithuania.

7.3. The fact that a product is a food product or was delivered under a special temperature regime does not in itself automatically remove the right of withdrawal unless a statutory exception applies to the particular product.

7.4. To exercise the right of withdrawal, the Customer must clearly inform the Seller of the decision to withdraw before the expiry of the 14-day period, for example by email to labas@fjord.lt, stating the order number and the goods concerned.

7.5. After exercising the right of withdrawal, the Customer must return the goods to the Seller within the period prescribed by law. The Customer is liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7.6. Where a distance contract is lawfully withdrawn from, the Seller refunds payments received from the Customer in accordance with the procedures and time limits established by law, including standard outbound delivery costs where required by law. Where permitted by law, the Seller may withhold the refund until the goods have been received or the Customer provides evidence that they have been sent back.

7.7. The Customer bears the direct cost of returning goods of satisfactory quality when exercising the right of withdrawal, unless the Seller has agreed to bear those costs or applicable law provides otherwise.

7.8. The right of withdrawal described in this section does not affect the Customer's statutory rights where the goods delivered are defective, damaged or otherwise not in conformity with the contract.

8. Product Quality, Damage and Complaints

8.1. The Seller is responsible for the quality and conformity of goods in accordance with the Civil Code of the Republic of Lithuania and other applicable legislation.

8.2. If the Customer believes that a product received is defective, damaged, unsuitable or does not correspond to the order, the Customer may contact the Seller by email at labas@fjord.lt or by telephone at +370 646 03273.

8.3. In relation to perishable, frozen or temperature-controlled goods, Customers are advised to report any quality, packaging, temperature or transportation issues identified at delivery as soon as possible, preferably within 72 hours of receiving the goods.

8.4. Where possible, the Customer is asked to retain the goods and their packaging and provide photographs, video, temperature information or other evidence that may assist in objectively assessing the situation. The recommended 72-hour period and the absence of such evidence do not in themselves remove or restrict the Customer's statutory rights.

8.5. The Customer's rights in relation to non-conforming or defective goods are exercised in accordance with the Civil Code. Depending on the circumstances and the nature of the product, the Customer may be entitled to the remedies provided by applicable law.

8.6. Upon receiving a written complaint from a Customer, the Seller provides a detailed and reasoned written response no later than 14 calendar days from receipt of the complaint, unless applicable law provides otherwise.

9. Liability

9.1. The Customer is responsible for the accuracy of the information provided when placing the order. If delivery becomes impossible or is delayed because the Customer provided an incorrect address, telephone number or other information, the Seller is not responsible for the resulting delay to the extent that it was caused by the incorrect information provided by the Customer.

9.2. The Seller does not exclude or limit liability where such liability is imposed by mandatory applicable law.

9.3. The Seller is not responsible for temporary interruptions to the Website caused by technical circumstances reasonably outside the Seller's control, failures of third-party systems or force majeure. This provision does not release the Seller from mandatory obligations owed to the Customer under applicable law.

9.4. Where delivery is arranged by the Seller, the acts or omissions of a courier, logistics provider or other third party engaged by the Seller do not in themselves release the Seller from statutory responsibility to the Customer.

10. Intellectual Property

10.1. Content available on the Website, including text, photographs, graphic elements, trademarks, logos, design elements and other content, may be protected by copyright, trademark and other intellectual-property laws.

10.2. The relevant intellectual-property rights belong to UAB “Fjord Sales” or their respective lawful rights holders.

10.3. Copying, distributing, commercially exploiting or otherwise using Website content without permission from the relevant rights holder is prohibited except where such use is permitted by applicable law.

11. Processing of Personal Data

11.1. The Customer's personal data is processed in accordance with the UAB “Fjord Sales” Privacy Policy, available here.

11.2. The Privacy Policy provides information about the processing of personal data and does not constitute general consent by the Customer to such processing.

12. Dispute Resolution and Applicable Law

12.1. In the event of a dispute, the Customer may first submit a written complaint to the Seller at labas@fjord.lt, clearly stating the requested remedy. Consumer complaints are considered and a reasoned response is provided in accordance with the procedures and time limits established by applicable law.

12.2. If the Seller's response does not satisfy the consumer, the claim is only partially accepted, or no response is provided within 14 calendar days, the consumer may contact:

State Consumer Rights Protection Authority of Lithuania (VVTAT)
A. Goštauto g. 12, 01108 Vilnius, Lithuania
Website: https://vvtat.lrv.lt/
Electronic consumer dispute resolution system: https://www.vtis.lt/

12.3. These Terms and sales contracts are governed by the laws of the Republic of Lithuania.

12.4. Where the Customer is a consumer residing in another country, the choice of Lithuanian law does not deprive the Customer of the protection afforded by mandatory provisions of the law of the country in which the Customer has their habitual residence, where such provisions are applicable.

12.5. Where a dispute cannot be resolved by negotiation or through an applicable out-of-court dispute resolution procedure, it shall be resolved by a competent court in accordance with applicable law.

13. Final Provisions

13.1. These Terms have been prepared in accordance with the Civil Code of the Republic of Lithuania, the Law on Consumer Protection, the Retail Trade Rules and other applicable legislation.

13.2. If any provision of these Terms becomes invalid or unenforceable, this does not in itself affect the validity of the remaining provisions.

13.3. Where these Terms are published in several languages, all versions should be interpreted as consistently as possible. Differences between language versions may not restrict rights granted to consumers by mandatory applicable law.

13.4. This version of the Terms was last updated on 13 September 2026.