Home appliances
Electronics
For pets
Computer equipment
Mobile devices
Home and interior
Plumbing and bathroom equipment
Sports, leisure and travel
For children
Complaints procedure
For every complaint we respond within 14 calendar days. We promise to solve problems quickly, honestly and transparently - this is our commitment to every customer.
1. What we consider a complaint
We consider any dissatisfaction you have regarding:
- The product received — does not match the description, has hidden defects, was damaged during delivery
- Delivery — late, package damaged, package lost
- Seller conduct — dishonest communication or false information
- Return process — refusal to accept a return or withholding a refund
- Payments — unauthorized withdrawals, non-refundable fees
- The operation of the Zelto platform — technical errors, account problems
- Data protection — unlawful processing of data
2. How to file a complaint
✉️ By email
Recommended because it provides written confirmation.
[email protected]Please indicate in the complaint: order number, description of the problem and, if possible, photographs or other evidence.
3. Complaint handling process
Receipt and confirmation
Upon receipt of your complaint, within 2 working days, we send a confirmation with the complaint number and the estimated progress of the investigation.
Investigation
We analyze the situation — we contact the seller, check the order data, delivery history and other facts.
Negotiations between the parties
We try to reach a mutually acceptable solution - replacement, return or compensation. We will inform you about the progress regularly.
The solution
We present the final answer within 14 calendar days from receipt of the complaint. If the case is complicated, we will inform you about the extension.
4. Possible solutions
| Situation | Possible solution |
|---|---|
| The product does not match the description | Free returns + full refund |
| A hidden defect not mentioned in the description | Refund or compensation; seller's responsibility |
| The package was lost during delivery | Compensation from Zelto; inquiry with courier |
| The package was damaged during delivery | Compensation according to the amount of damage |
| Seller is unresponsive/dishonest | Zelto intervenes as a mediator; seller sanctions |
| Return under the 14-day right | Accepted in accordance with the Purchase Rules |
| Zelto Protection customer | Priority examination; courier pickup; 24 hours refund |
5. If you are not satisfied with our answer
If an agreement could not be reached, you have the right to apply to independent institutions:
🇱🇹Lithuania — VVTAT
State Consumer Rights Protection Service
vvtat.lt| Vilniaus st. 25, Vilnius | tel. +370 5 262 6751
A complaint can be submitted online through the Consumer Rights Information System (VTIS).
🇱🇻Latvia — PTAC
Consumer Rights Protection Center
ptac.gov.lv| Brīvības iela 55, Rīga | tel. +371 65452554
🇪🇪Estonia — TTJA
Tarbijakaitse ja Tehnilise Järelevalve Amet
ttja.ee| Endla 10A, Tallinn | tel. +372 667 2000
🇪🇺 EU — ODR platform
Online dispute resolution platform of the European Commission
Suitable for all EU countries — free, multilingual
Zelto email for the ODR platform:[email protected]. We recommend that you first contact us directly — we resolve most disputes faster than the institution.
6. Terms — summary
| Action | Deadline |
|---|---|
| Confirmation of receipt of complaint | 2 working days |
| The final answer | 14 calendar days |
| Refund (upon approval) | 14 days from the return of the product |
| Refund (Zelto Protection) | 24 hours after product inspection |
| Seller's response during Zelto's mediation | 5 business days |
7. Zelto Protection — priority service
Zelto Protection holders receive priority handling — the complaint is considered first, the courier collects the product from your home, and the money is refunded within 24 hours after the goods are inspected at the warehouse.
8. Contacts for complaints
Dosata, MB, company code 305604609
Email: [email protected]
Phone: +370 688 08877 (Mon-Fri 9am-6pm)
Address: Draugystės st. 17-1, LT-51229 Kaunas, Lithuania