Refund policy

RETURN POLICY

Our company complies with the applicable legal provisions on consumer protection, in particular the legislation of Romania and the regulations of the European Union, including but not limited to:

• Directive 2011/83/EU on consumer rights;

• Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals;

• European regulations regarding distance selling.

 RETURN PERIOD

The customer has the legal right to withdraw from the purchase and return the products within 30 calendar days from the date of physical receipt of the package. The delivery time is not included in this period, as it is managed by third-party couriers and cannot be influenced by our company.

RETURN METHOD

Returns must be made exclusively via express courier, depending on the delivery zone:

• Fan Courier or Samedy for shipments within Romania;

• Sameday for deliveries within Bulgaria and Hungary;

• DHL or DPD for all other international deliveries.

Returns sent via other delivery methods than those stated above will not be accepted.

Return requests may be initiated via the "Account" section on our website at www.dianmardecor.com or by notifying us via email at contact@dianmardecor.com. Upon confirmation of the return request, we will issue an AWB which must be printed, attached to the package, and handed to the courier upon pickup.

Returns can be scheduled for a specific date upon request; please communicate this when initiating the return.

The customer is responsible for all return shipping costs, which are equivalent to the original delivery costs. The applicable fees for each geographic region are available in the “Shipping Policy” section.

CONDITION OF RETURNED PRODUCTS

Returned products must be in the same condition as received:

• Unused,

• Undamaged,

• In the original packaging,

• With intact labels,

• Accompanied by all accessories and the original fiscal documents (invoice/receipt).

We reserve the right to refuse a return or apply a reconditioning fee, depending on the degree of depreciation, if these conditions are not met.

PRODUCTS EXCLUDED FROM RETURN

Returns are not accepted for:

• Products that have been custom-made or personalized at the client’s request;

• Products that, due to their nature, cannot be returned for hygiene reasons (e.g., unsealed bed linens, used textile items, towels without original packaging);

• Products that show obvious signs of use.

RETURN PROCEDURE

To initiate a return, the customer must notify us either via the online form in the "Account" section or by email to contact@dianmardecor.com, within the legal 30-day return period.

You can also access the link https://shopify.com/89794674953/account and place your return.

Once the return is confirmed, the product must be sent to the address provided in the return instructions. The package must be properly secured for transport.

REFUND PROCEDURE

The refund of the product value will be processed within a maximum of 14 calendar days from either:

• The physical receipt of the returned product, or

• The date the customer provides proof of shipment—whichever occurs later.

The refund will be made via bank transfer to a valid IBAN account opened in the name of the customer. The IBAN must be communicated by email or using the following return form: https://www.dianmardecor.com/ro-ro/pages/formular-retur-plata. For payments made by card, the refund will be processed to the same card, whenever possible.

ABUSE OF RETURN RIGHTS

If repeated returns are detected without justified reason, we reserve the right to restrict the customer’s access to certain services or to suspend their account. This measure is based on the principle of good faith in contractual relations and the legitimate interest of the seller, in accordance with applicable legal provisions.