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Terms and Conditions

The terms that apply when you use Etonas parcel delivery and related services.

Last updated: 2026-10-20

1. General provisions

These Terms and Conditions (the “Terms”) set out how services provided by UAB Etonas, company code 304861771, VAT number LT100011729319, registered address Verslo g. 30-3, LT-52103 Kaunas, Lithuania, email info@etonas.lt, phone +370 637 77636 (“Etonas”) are ordered, provided and paid for, the requirements for shipments, the parties’ liability and the limitations of the services.

By placing an order, the Customer confirms that they have read and agree to all provisions of these Terms. Separate agreements may apply to 3PL (warehousing and fulfillment), freight, customs brokerage and returns services – their provisions prevail over these Terms.

Matters not covered by these Terms are governed by the laws of the Republic of Lithuania.

Definitions

  • Customer – a legal entity, or a natural person aged at least 16, who places an order and hands over a properly prepared and labelled shipment for delivery to the Recipient. The Customer may also be the Sender.
  • Courier – an Etonas partner (carrier) with whom Etonas has a cooperation agreement and who transports the shipment.
  • Recipient – the legal or natural person named in the shipment documents as the addressee.
  • Shipment – one or more packages sent by one Sender to one Recipient at one address under one shipment document.
  • Shipping system – the Etonas self-service system where the Customer creates shipments, prints labels and tracks shipments.
  • Additional costs – costs that arise while fulfilling an order through no fault of Etonas or the Courier and could not be included in the price when the order was placed.
  • Prohibited items – items that may not be sent using Etonas services. The list is published on the Prohibited items page.

2. Services

Etonas arranges delivery of shipments by postal, courier and express services using international partners. The contract of carriage is concluded between Etonas and the Customer; Etonas is responsible for the carriage of the shipment and agrees terms with its partners.

3. Orders, confirmation and cancellation

  • Orders are placed in the Shipping system or via an integration and are deemed confirmed once accepted by Etonas under the parties’ agreement (including payment, where prepayment applies).
  • The Customer must provide correct and complete information. Orders with incomplete or incorrect information may be cancelled.
  • The Customer may request cancellation by email to info@etonas.lt, stating the order number and the reason. Etonas will confirm the cancellation without undue delay.
  • The Customer pays proportionally for services provided and costs incurred before cancellation.
  • Etonas reserves the right to cancel an accepted order. Etonas does not guarantee that a shipment can be stopped once the Courier has collected it.
  • The Courier or Etonas may refuse to collect a shipment due to improper packing, weight or volume. If the Customer does not comply with these Terms, services are provided solely at the Customer’s risk.

4. Prices and payment

  • Applicable prices are shown in the Shipping system when ordering or set out in the parties’ agreement. Prices are in euros (EUR).
  • Etonas may change prices. Changes apply to orders placed after the change.
  • Payment is made using the method chosen in the Shipping system or against invoices within the terms set out in the agreement.
  • The Customer is responsible for all costs, duties and taxes related to the shipment unless agreed otherwise.
  • Individual prices and discounts are confidential.

5. Handing over the shipment

  • The Customer hands over a prepared shipment with clear and correct Sender and Recipient details and the label attached.
  • The Customer is responsible for the accuracy of the information provided and for the contents of the shipment, and compensates any losses caused by incorrect information. Etonas and the Courier are not obliged to check shipment documents.
  • If the stated weight or volume limits are exceeded, the shipment is put on hold and an additional invoice is issued. If it is not paid within 5 business days, the shipment is returned to the Sender and the amount paid is treated as the fee for the service provided.
  • If the Courier does not arrive to collect the shipment, the Customer informs Etonas.
  • The Courier may refuse unpacked, improperly packed or unlabelled shipments, and shipments that may contain prohibited items.
  • Shipments are collected on business days during the Courier’s working hours. The Sender ensures the shipment can be collected.

6. Shipment requirements

  • The shipment must be packed safely and properly in line with the Etonas packing guide. The Customer is responsible for packing; claims for damage caused by inadequate packaging may be rejected.
  • Packaging must bear the weight of the contents, protect them from damage and withstand a drop from about 1 metre.
  • Shipments requiring special handling (breakable, fragile items etc.) must carry warning labels.
  • The Customer compensates damage caused by their shipment to other shipments, Etonas or the Courier.

7. Tracking and delivery

  • Shipments can be tracked by their tracking number.
  • Etonas ensures delivery of the shipment, but delivery times are not guaranteed. Delays caused by customs procedures, delivery to remote areas or incorrect information do not give rise to compensation.
  • A shipment may be delivered to a neighbour who signs for it; the Recipient is responsible for such delivery.
  • The Customer must provide the Recipient’s working phone number. If it is missing, re-delivery and compensation do not apply.
  • The Courier attempts delivery up to three times; if unsuccessful, the shipment is returned to the Sender.

8. Holding, inspection, detention and return

  • Shipments that may contain prohibited items or are improperly packed may be returned to the Customer at their expense, detained by customs or held until collected. If not collected within the stated period, the shipment may be destroyed.
  • A shipment may be destroyed without compensation if it contains prohibited items, is damaged and endangers other shipments or people, or is not collected within the stated period.
  • If prohibited items are suspected, Etonas may stop the shipment, inspect its contents and notify the competent authorities.
  • The Customer will not make claims if a shipment is opened or inspected by the competent authorities.
  • If a shipment is returned, destroyed or confiscated, the order is deemed fulfilled and the fee paid is not refunded. The Customer pays for re-sending.

9. Additional costs

  • If Additional costs arise, the shipment may be held until they are paid.
  • Additional costs arise, for example, when the actual weight or volume exceeds that stated in the order (the shipment is held for up to 5 business days until the difference is paid), or when delivery fails three times and the shipment is returned at the Customer’s expense.

10. Prohibited items

  • Prohibited items may not be sent using any Etonas service. The list is published on the Prohibited items page, and the Customer must check it before shipping.
  • If a potentially prohibited item is noticed, the order may be cancelled immediately.
  • If a shipment containing prohibited or non-compensable items is damaged or lost, no claims are accepted and the fee is not refunded.
  • A Customer who sends prohibited items bears full responsibility for the consequences and compensates all losses of Etonas, the Courier and other senders.

11. Personal data

Personal data is processed in accordance with our Privacy Policy and the General Data Protection Regulation (EU) 2016/679.

12. Final provisions

  • Etonas may amend these Terms. The current version is published on this page; continued use of the services means acceptance of the changes.
  • Disputes are resolved through negotiation and, failing that, under the laws of the Republic of Lithuania in the Kaunas District Court (Kaunas Chamber).
  • These Terms prevail over other documents, except separate written agreements between the parties.