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;
• Directive (EU) 2023/2673 on consumer rights in contracts concluded at a distance;
• 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 Sameday for shipments within Romania;
• Sameday for deliveries to Bulgaria and Hungary;
• DHL or DPD for all other international deliveries.

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

Order cancellations and returns can be initiated in two ways:

1. Through the withdrawal form - Withdrawal Form: Cancel & Return. Through this form, customers can cancel an undelivered order at any time, or request the return of an order that has already been delivered.
2. Through the "Account" section - for orders that have already been delivered, customers can log into their account and place the return directly from there. Please note that once an order has been fulfilled, it can no longer be cancelled from the "Account" section; cancellation of a fulfilled order must be done through the withdrawal form above.

In accordance with Directive (EU) 2023/2673, customers have the right to withdraw from the contract (order) at any time before delivery, without giving any reason and without penalty.

For customers in Romania, you have the possibility to return your order to a Fan Courier locker, provided the package does not exceed the dimensions of 45×45×45 cm. Alternatively — and for all other countries — the return can be picked up directly from your address. In both cases, when initiating the return (whether from the "Account" section or through the withdrawal form), please mention your preference in the notes and provide the pickup address, or specify that it is the same as the delivery address.

After the return request is confirmed, we will issue an AWB. The customer does not need to print anything — they only need to pack the products securely and hand the parcel over to the courier, who will print the AWB upon pickup. The return can be scheduled for a specific date upon request; please communicate this when initiating the return. The return is free of charge.

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 to 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 customer'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 or cancellation, the customer must use one of the following methods, within the legal 30-day return period:

1. Completing the withdrawal form - Withdrawal Form: Cancel & Return. Undelivered orders can be cancelled at any time through this form; delivered orders can be returned here.
2. For delivered orders, the customer can also access their account and place the return from there.

When initiating the return, the customer should mention in the notes whether they prefer home pickup or (for customers in Romania) drop-off at a Fan Courier locker, and provide the pickup address (or specify that it is the same as the delivery address). Once the return is confirmed, the customer only needs to pack the products securely; the courier will print and attach the AWB upon pickup.

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 through the withdrawal form - Withdrawal Form: Cancel & Return. For payments made by card, the refund will be processed to the same card, whenever possible. Once the return has been processed, the refund will be initiated and may take up to 10 working days (14 calendar days) until the amount is received.

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.