Refund and Return Policy

Refund and Return Policy

Last updated: 23.10.2025

We value all our visitors and customers. This Refund and Return Policy (“Policy”) explains how VŠĮ „Iliuzijų muziejus“, legal entity code 304438091, registered address Vokiečių g. 8, LT-01130 Vilnius, Lithuania (hereinafter referred to as the “Company”, “we”, “us”, or “our”), handles refunds and returns for tickets and goods purchased through our website https://vilnil.lt/ (hereinafter referred to as the “Website”).

By purchasing tickets or goods on our Website, you agree to this Policy, which forms an integral part of our Terms of Service.

For any refund-related inquiries, please contact us:

1. Tickets and Services

1.1 Right of Withdrawal

In accordance with Article 6.228¹⁰(2)(12) of the Civil Code of the Republic of Lithuania, the consumer’s 14-day right of withdrawal from a distance contract does not apply to contracts for leisure services provided on a specific date or within a specific period of time, including but not limited to:

  • museum admission tickets,
  • guided tours,
  • workshops or scheduled events.

Once a ticket is purchased for a specific date and/or time, the contract is binding and tickets are non-refundable and non-exchangeable, unless otherwise stated in this Policy.

1.2 Cancellations by the Company

If the Company cancels a scheduled visit, exhibition, or event for reasons beyond the visitor’s control, the visitor is entitled to choose one of the following options:

  • a full refund of the amount paid, or
  • an exchange for a new date, subject to availability.

Refunds will be processed within 14 calendar days from the date of cancellation, using the same payment method that was used for the original purchase.

1.3 Exceptional Circumstances

If a visitor is unable to attend due to exceptional circumstances (e.g. serious illness or significant travel disruption), the Company may, at its sole discretion, offer:

  • a ticket rebooking, or
  • a partial or full refund.

Such requests must be submitted in writing and are reviewed on a case-by-case basis. This provision does not constitute a legal obligation.

2. Goods and Merchandise

This section applies to physical goods (e.g. souvenirs) purchased through our online store.

2.1 Right of Withdrawal

In accordance with Article 6.228¹⁰ of the Civil Code of the Republic of Lithuania, consumers have the right to withdraw from a distance sales contract within 14 calendar days from the day the goods are received, without providing a reason.

To exercise this right, the consumer must:

  • notify the Company in writing (by e-mail) within 14 days, and
  • return the goods without undue delay, but no later than 14 days after notifying us of withdrawal.

The right of withdrawal does not apply to legal entities (companies or organisations).

2.2 Conditions for Returns

Returned goods must:

  • be unused and undamaged,
  • be in their original packaging,
  • be suitable for resale,
  • include proof of purchase.

If these conditions are not met, the Company reserves the right to refuse the refund.

2.3 Return Procedure

Contact us at info@vilnil.lt
to initiate a return.

Our support team will provide return instructions and the return address.

Once the goods are received and inspected, we will notify you of the refund decision.

Approved refunds will be issued within 14 days of receiving the returned goods, using the same payment method as the original purchase.

The Company may withhold the refund until the returned goods are received or until proof of return shipment is provided.

2.4 Return Costs

If the goods are defective or incorrect, the Company will cover return shipping costs.

If the withdrawal is made for personal reasons, return shipping costs are borne by the consumer.

3. Defective or Incorrect Goods

If you receive defective, damaged, or incorrect goods, please contact us within 30 days of receipt at info@vilnil.lt
, providing:

  • order number and proof of purchase,
  • description of the defect (photos recommended),
  • your preferred resolution (refund or replacement).

Complaints are handled in accordance with the Civil Code of the Republic of Lithuania and applicable consumer protection legislation.

If a defect is confirmed, the consumer may choose:

  • repair or replacement (where possible), or
  • a refund of the purchase price.

4. Refund Timeframes

Refunds for cancelled tickets: within 14 calendar days.

Refunds for returned goods: within 14 calendar days of receiving the goods.

Refunds are issued using the original payment method.

5. Dispute Resolution

If you are dissatisfied with the handling of a refund or complaint, you may contact:

6. Amendments

The Company reserves the right to amend this Policy at any time to reflect changes in services or legal requirements.
The most recent version will always be available on the Website, with the “Last updated” date indicated at the top.

7. Contact Details

Iliuzijų muziejus, VšĮ
Įm. kodas 304438091
Vokiečių g. 8, LT-01130 Vilnius
AB SEB bankas, banko kodas 70440
A. s. LT157044060008136091