TERMS AND CONDITIONS OF SALE AND PURCHASE

1. GENERAL PROVISIONS

1.1. These terms and conditions of sale and purchase (hereinafter – the Rules) are a legally binding document for the Parties, establishing the rights, obligations, and responsibilities of the Buyer and the Seller when purchasing Goods in the e-shop www.sincereskincare.com (hereinafter – the E-shop).

1.2. By using the E-shop, creating an Account, or placing an order, you confirm that you have read the Rules and agree to comply with them. If you do not agree with these Rules, you have no right to use the services of the E-shop.

1.3. Terms used in these Rules:

• Seller – MB “Terra agora”, legal entity code 306654700, registered address I. Simonaitytės g. 9-12, Vilnius, Lithuania.

• Buyer – a natural person purchasing Goods for personal needs not related to business or profession (consumer).

• Goods – cosmetics, accessories, and Multi-purpose vouchers (electronic gift vouchers) sold in the E-shop.

• Multi-purpose voucher – a digital voucher with a unique code that can be used to pay for Goods in the E-shop.

• Account – the result of the Buyer’s registration, where their personal data and order history are stored.

• Parties – the Buyer and the Seller together.

1.4. The Sale and purchase agreement is considered concluded from the moment the Buyer forms a shopping cart in the E-shop, provides delivery details, confirms they have read the Rules, and completes the payment.

1.5. The Seller processes the Buyer’s personal data in accordance with the Privacy Policy. The Buyer is recommended to read it in a separate section of the E-shop.

1.6. The Rules are prepared in accordance with the Civil Code of the Republic of Lithuania, the Law on Consumer Rights Protection of the Republic of Lithuania, and Retail Trade Rules. If any provision becomes invalid, it does not invalidate the remaining parts of the Rules.

1.7. The Seller reserves the right to change or supplement the Rules at any time. The new version of the Rules comes into force upon its publication in the E-shop. The version of the Rules valid at the moment of placing the order applies to the Buyer.

2. GOODS, THEIR PRICE, PAYMENT, AND DELIVERY PROCEDURES

2.1. Characteristics of the Goods: All information about the Good and its price is provided in the Goods’ descriptions in the E-shop. The photos of the Goods presented in the E-shop are for illustrative purposes only. Due to the settings of the monitor (screen) used by the Buyer, the colors, shape, or other parameters of the Goods may slightly differ from the actual ones. The Buyer must in all cases rely on the information provided in the Good’s description.

2.2. Price: The price of the Good is indicated in euros, including the currently applicable VAT and other taxes. Delivery costs are not included in the Good’s price (unless stated otherwise).

2.3. Payment: The Buyer can pay for the Goods in the following ways:

• using electronic banking;

• by payment card;

• by other payment methods specified in the E-shop.

2.4. Order confirmation: The Seller confirms the order when the Buyer pays for it. The Buyer is informed about the order confirmation by email.

2.5. Obvious error safeguard: The Buyer agrees that the Seller has the right not to confirm or to cancel the order if, due to an obvious technical error (information system malfunction or mistake), the price of the Good was indicated incorrectly and clearly does not correspond to the actual market value. In such a case, the Seller immediately informs the Buyer, and all amounts paid are refunded to the Buyer no later than within 14 days.

2.6. Invoices: The Buyer agrees that the VAT invoice shall be provided to them electronically (sent by email) or physically together with the Goods.

2.7. Delivery methods: The Goods are delivered by the method chosen by the Buyer:

• to a parcel machine (locker);

• by courier to the specified address.

2.8. Delivery terms and delays: The Seller delivers the Goods according to the terms specified in the “Delivery Conditions” section. The Buyer understands that in exceptional cases (e.g., due to the fault of logistics partners, system errors, or unforeseen circumstances), delivery may be delayed. If a parcel is delayed, stuck in the courier’s system, or suspected to be lost, the Seller will immediately initiate an official parcel investigation. During this investigation period (which may take up to 14–20 business days, depending on the courier’s regulations), the delivery timeframe is extended, and refunds or reshipments are temporarily paused until an official response is received from the delivery company. The Seller commits to keeping the Buyer informed about the progress of the investigation.

2.8.1. Lost parcels: If, after the courier’s investigation, it is officially confirmed that the parcel is irretrievably lost, the Seller, at the Buyer’s choice, will immediately resend identical Goods (if in stock) or fully refund all money paid by the Buyer for the order.

2.9. Acceptance of the parcel: If the Buyer does not personally accept the Goods at the specified address, the Seller has the right to hand over the Good to another third party present at the specified address. The Buyer has no right to make claims regarding delivery to the wrong person.

2.10. Condition check (Important): At the time of handover, the Buyer, together with the courier (or when collecting from a parcel machine), must check the condition of the parcel and the Good. Upon noticing damage to the packaging (crumpled, wet), the Buyer must note this in the handover documents or draw up a report. If the Buyer signs without remarks, the Good is considered to have been handed over in proper condition.

2.11. Transfer of risk: The risk of accidental loss or damage to the Goods passes to the Buyer from the moment of the Good’s handover to the Buyer.

2.12. Uncollected parcels: If the Buyer does not collect the Goods within the specified period, the Parties shall agree on reshipment (in which case the additional costs are paid by the Buyer). If contact cannot be made within 5 business days, the order is canceled, and the money is refunded to the Buyer, deducting bank fees and delivery costs.

3. ORDERING GOODS AND THE MOMENT OF CONCLUSION OF THE SALE AND PURCHASE AGREEMENT

3.1. Conclusion of the agreement: The sale and purchase agreement between the Buyer and the Seller is considered concluded only when the Buyer forms a shopping cart in the E-shop, provides delivery details, confirms they have read the Rules, and completes the payment. If the Buyer does not pay for the order, the agreement is considered not concluded.

3.2. Accuracy of data: The Buyer, when placing an order, declares that they have the right to purchase the Goods and have provided correct personal data. The Seller is not responsible for delayed delivery or consequences of errors if the Buyer provided inaccurate information.

3.3. Correction of errors: Before confirming the order, the Buyer has the opportunity to review the cart and correct input errors. The Seller recommends carefully checking the quantity of Goods, the selected delivery method, and contact details.

3.4. Notification: After receiving payment, the Seller sends the Buyer an automatic confirmation by email. When the order is prepared and shipped, the Buyer is informed by an additional message (by email and/or SMS).

3.5. Cancellation of paid orders: The Buyer understands that paid orders begin to be prepared for dispatch immediately; therefore, cancellation, exchanging goods, or correcting data of an already paid order is not possible. The Buyer has the right to use the right of return according to Chapter 6 of these Rules only after receiving the goods.

3.6. Unpaid orders: If the Buyer chooses to pay via electronic banking but does not pay for the order, the order in the E-shop system is automatically canceled after 24 hours.

3.7. Seller’s right to reject an order: The Seller has the right to cancel a confirmed order (and refund the money to the Buyer within 14 days) when:

• The Goods are out of stock due to unforeseen circumstances or manufacturer supply disruptions;

• Due to an obvious technical error in the E-shop system (as provided in clause 2.5), the price of the Good was indicated incorrectly;

• The Buyer’s actions raise a reasonable suspicion of abuse or harm to the operation of the E-shop.

4. QUALITY GUARANTEE OF GOODS AND EXPIRY DATE

4.1. Quality guarantee: The Seller guarantees that the Goods sold in the E-shop are of appropriate quality, i.e.:

• match the Good’s description and have the characteristics specified in the E-shop;

• are suitable for use according to their intended purpose;

• meet the quality indicators typical for goods of the same nature (cosmetic products).

4.2. Expiry date: The Seller undertakes to sell Goods with a sufficient expiry date for the Buyer to be able to use them for their intended purpose. For Goods with a short expiry date, the Seller provides a clear warning about this in the descriptions.

4.3. Visual match: The Seller is not responsible for the fact that the photos of the Goods provided in the E-shop may slightly differ in color, shape, or other parameters from the actual characteristics of the Goods due to the technical features or settings of the monitor (screen) used by the Buyer. The Buyer must rely on the text information provided in the Good’s description.

4.4. Information about ingredients: All information provided in the E-shop about cosmetic ingredients and their effects is for informational purposes only. Before using the Good, the Buyer must read the information and instructions specified directly on the Good’s packaging (label).

4.5. Quality of the Multi-purpose voucher: The Seller ensures that the purchased Multi-purpose voucher will be technically sound and active throughout its validity period (12 months) if the Buyer complies with its terms of use.

4.6. Consumer rights: The guarantee provided by the Seller in no way limits the rights of the Buyer (consumer) established by the legal acts of the Republic of Lithuania upon purchasing a product of inappropriate quality.

5. RIGHTS AND OBLIGATIONS OF THE PARTIES

5.1. Buyer’s rights: The Buyer has the right to use the E-shop, purchase Goods and Multi-purpose vouchers in accordance with the procedure established in these Rules, and demand that the Seller properly fulfill their obligations.

5.2. Buyer’s obligations: The Buyer, when using the E-shop, undertakes to:

• Provide accurate data: indicate an exact email address, phone number, and delivery details. The Buyer understands that an incorrect email may become an obstacle to receiving a Multi-purpose voucher or order confirmation.

• Protect login data: not to transfer their Account login details to third parties. If data is lost, it is necessary to inform the Seller immediately.

• Protect the voucher code: ensure the confidentiality of the purchased Multi-purpose voucher code. The Buyer understands that a unique code grants the right to purchase Goods; therefore, if it is lost or disclosed, the Seller is not responsible for the damage.

• Fair use: not to use any automated tools (bots, scrapers) for data collection, not to copy the E-shop’s content, photos, or design elements without the written consent of the Seller.

• Payment: pay for the ordered Goods and services on time.

• Inspection: inspect the received Good (label, ingredients, packaging integrity) before starting to use it (see Chapters 4 and 6).

5.3. Seller’s obligations: The Seller undertakes to:

• Create conditions for the Buyer to properly use the E-shop’s services.

• Respect the Buyer’s privacy and process Personal data only in accordance with the Privacy Policy and legal acts of the Republic of Lithuania.

• Make every effort to ensure that orders are fulfilled on time and with high quality.

5.4. Seller’s rights: The Seller has the right, without prior notice, to restrict the Buyer’s access to the E-shop or delete the Account if:

• The Buyer violates these Rules or attempts to harm the E-shop’s operation, stability, or security.

• The Buyer uses someone else’s data or attempts to defraud.

• It is necessary for maintenance, updating works, or prevention of potential harm to third parties.

5.5. Use of third parties: The Seller has the right, without separate consent from the Buyer, to use third parties (e.g., logistics partners, payment collection operators) to fulfill orders.

6. EXCHANGE AND RETURN OF GOODS, WITHDRAWAL FROM THE AGREEMENT

6.1. Right of return: The Buyer has the right, without giving a reason, to withdraw from the distance contract within 14 (fourteen) calendar days, except for the exceptions provided in clause 6.2.

6.2. Return exceptions (Important): The Buyer’s right to withdraw from the contract does not apply to:

• Hygiene and health protection: packaged Goods that were unpacked after delivery and which are unsuitable for return due to health protection or hygiene reasons. Cosmetic products are considered unpacked and unsuitable for return if, after delivery, their protective films, stickers, cap seals, or other elements ensuring packaging integrity and originality have been damaged.

• Digital content / Vouchers: returns of Multi-purpose vouchers, if the Buyer agreed that the voucher (code) would be generated and sent to them by email at the moment of purchase, thereby losing the right to withdraw from the contract.

• Individual orders: Goods that were manufactured or customized according to the Buyer’s specific instructions.

6.3. Return procedure: The Buyer, wishing to return a Good of appropriate quality, must submit a free-form request to the Seller by email along with the purchase document within 14 days.

6.4. Condition of the Good: The returned Good must be:

• Undamaged and unused;

• Having lost none of its commercial appearance (protective films not torn off, labels undamaged);

• In original and neat packaging (with all accessories and instructions).

6.5. Return costs: All direct costs of returning the Goods are paid by the Buyer. The Seller refunds the money for the Goods and their delivery to the Buyer (except for additional costs due to choosing a method other than the cheapest one) only when the Goods are returned to the Seller and their condition is assessed.

6.6. Refund: The money is refunded within 14 calendar days to the Buyer’s bank account after the Seller receives the returned Goods or the Buyer provides proof that the Goods have been dispatched.

6.7. Goods of inappropriate quality: If the Buyer purchased a Good of inappropriate quality (manufacturing defect or expired validity), they have the right to demand:

• to eliminate the defects free of charge (if possible);

• to replace the Good with an analogous Good of appropriate quality;

• to reduce the price accordingly;

• to refund the money paid (terminate the contract), unless the defect is minor.

6.8. Submission of claims: When applying for a defective Good, the Buyer must provide evidence (photos, video, or description) by email and specify the chosen method of rights protection.

7. LIABILITY

7.1. Limits of Seller’s liability: The Seller is liable for E-shop malfunctions and the resulting damage only in cases where the damage was caused by the Seller’s intentional actions or gross negligence.

7.2. Accuracy of data: The Buyer assumes full responsibility for the accuracy of the data provided during registration or ordering. If the Buyer does not receive a Multi-purpose voucher or ordered Goods due to an incorrectly specified email address or delivery details, the Seller is not responsible for this.

7.3. Security of Account and voucher code: The Buyer must protect their login details and the received Multi-purpose voucher code. If a third party uses the E-shop or the voucher, having obtained the Buyer’s data or code due to the Buyer’s own fault or negligence, the Seller considers this person to be the Buyer and does not assume responsibility for the lost voucher value.

7.4. Actions of third parties: The Seller is not responsible for damage caused by the actions or inaction of third parties (e.g., banks, payment operators, courier services, or internet providers), as well as due to circumstances that the Seller could not control (Force Majeure).

7.5. Individual skin reactions: The Seller ensures that all Goods are safe and certified, but is not responsible for individual Buyer’s skin reactions, irritations, or allergies caused by specific intolerance to ingredients. The Buyer must independently read the composition of the Good (ingredients) before starting to use it.

7.6. Duty to read the rules: The Seller is released from any liability if the Buyer suffers losses due to the fact that they did not actually read these Rules, the Privacy Policy, or the information provided in the Goods’ descriptions, although such an opportunity was provided to them.

8. FINAL PROVISIONS

8.1. Electronic communication: The Parties agree that all information exchanged electronically (by email) is considered provided in writing and is binding on the Parties. Sending the Multi-purpose voucher code to the email address provided by the Buyer is considered proper handover of the Good.

8.2. Communication channels:

• The Buyer sends all notices, inquiries, or claims to the email address specified in the “Contacts” section of the E-shop.

• The Seller sends all notices to the Buyer in their Account or to the email address specified during the order. A notice is considered received 12 hours after it is sent.

• The Seller may also contact the Buyer by call or SMS to the specified phone number if necessary for order fulfillment.

8.3. Applicable law: These Rules are drawn up and interpreted in accordance with the legal acts of the Republic of Lithuania.

8.4. Dispute resolution: All disagreements are resolved through good-faith negotiations. Failing to reach an agreement within 14 (fourteen) calendar days, disputes are resolved in accordance with the procedure established by the laws of the Republic of Lithuania.

8.5. Consumer rights (VVTAT): The Buyer, disagreeing with the Seller’s response, can apply to the State Consumer Rights Protection Authority (Vilniaus g. 25, 01402 Vilnius, email: tarnyba@vvtat.lt, tel. +370 5 262 67 51, website www.vvtat.lt) or fill out a request on the ODR platform: https://ec.europa.eu/odr/.

8.6. Modification of rules: The Seller has the right to unilaterally change the Rules. When the Buyer is shopping, the version of the Rules valid at the time of placing the order applies.

9. GIFT VOUCHERS (MULTI-PURPOSE VOUCHER)

9.1. Purchase and status: The Buyer can purchase an electronic gift voucher (hereinafter – Gift voucher) in the E-shop, which is legally treated as a Multi-purpose voucher.

9.2. Delivery: The Gift voucher is a digital product. After successful payment, a unique voucher code is automatically generated and sent to the email address provided by the Buyer. The Seller assumes no responsibility if the code is not received due to an incorrectly specified email address or technical problems in the Buyer’s mailbox (e.g., full memory, email going to the “Spam” folder).

9.3. Validity period: The Gift voucher is valid for 12 (twelve) months from the date of its purchase. Upon expiry of this period:

• The voucher is automatically canceled and becomes invalid;

• The unused amount of money is not refunded, and the validity period is not extended.

9.4. Procedure of use (Single use): The Gift voucher acts as a discount code covering the cart amount. The voucher is for single use, i.e., it can be used for only 1 (one) purchase:

• If the purchase amount (goods + delivery) is less than the voucher value, the difference is not refunded to the Buyer and is canceled.

• If the purchase amount exceeds the voucher value, the Buyer must pay the difference using their chosen payment method.

9.5. Delivery costs: The Gift voucher can be used to cover not only the price of the Goods but also delivery costs (if the cart amount does not exceed the voucher value).

9.6. Non-cumulation of discounts: When paying with a Gift voucher, other discount codes or promotions are not applied to the cart. Discounts are not cumulative.

9.7. Return and exchange: The Gift voucher cannot be exchanged for cash. Since the voucher is digital content provided to the Buyer immediately after payment, the 14-day right of return does not apply to it (except when the voucher is technically damaged due to the Seller’s fault).