According to Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals, the customer, as a natural person (hereinafter referred to as the “Buyer”), has the right to withdraw from the purchase without providing any reason and without penalties, within 14 calendar days from the receipt of the product. This right applies exclusively to natural persons, not legal entities.
The site operator, hereinafter referred to as the “Seller,” complies with applicable legislation and establishes the following conditions for the return process, applicable to both domestic and international customers. The Seller reserves the right to assess the condition of returned products and to apply penalties based on the conditions specified below.
How to initiate a return
If you intend to return or exchange a product, please contact us by phone or email, using the contact details available on the site. Our team is available Monday to Friday, from 9:00 a.m. to 5:00 p.m. (Romanian time), excluding public holidays.
Types of returns eligible for a refund
The Seller accepts product returns and refunds in the following cases:
- The Buyer withdraws from the purchase within 14 days, in accordance with the right of withdrawal (valid for natural persons).
- The product does not match the specifications displayed on the site (e.g., different technical characteristics).
- The product has manufacturing defects identified upon delivery.
- The product was delivered in error (e.g., wrong model or specifications compared to what was ordered).
Return conditions
For the return to be accepted, please comply with the following conditions:
- Shipping:
- For customers in Romania and the European Union, return shipping costs are borne by the Buyer, except when the return is due to an error by the Seller (e.g., incorrect delivery or defective product), in which case the Seller covers the shipping costs.
- For customers outside the EU, all return shipping costs, including customs duties or other applicable fees, are fully borne by the Buyer, regardless of the reason for the return.
- Returns must be made exclusively through express courier services with tracking numbers. We do not accept parcels sent by regular post or with cash on delivery.
- Documents: Products must be returned with the invoice or delivery note (original or copy).
- Integrity: Products must be returned with all accessories included in the original delivery. If the product was part of a promotional offer that included gifts, these must also be returned.
- Condition: Products must be in their original condition—unworn, unused, unwashed, with all tags intact.
- Packaging: Each product must be returned in its original packaging, additionally protected (e.g., in a bag or wrap) to prevent damage to the packaging. The Seller reserves the right to refuse the parcel if the original packaging is damaged or missing.
Penalties
If the above conditions are not met, the Seller reserves the following rights:
- Product condition: If the returned product shows signs of wear, use, damage, or if the original packaging is missing, the Seller may deduct a penalty of up to 100% of the product’s value, depending on the condition observed during inspection.
- Additional costs: If the Seller incurs unjustified costs (e.g., shipping fees for cash-on-delivery parcels not accepted), these will be deducted from the refunded amount, except when the error is attributable to the Seller.
Refunds
Timeframe: The value of the returned products will be refunded within a maximum of 14 calendar days from receipt and verification of the parcel, in accordance with GEO no. 34/2014. Refunds are made after confirming the return’s compliance.
Method:
- For international customers, bank transfers may involve additional fees, which will be borne by the Buyer.
- For orders paid by card, the amount will be refunded to the same card used, within 3–30 days, depending on the payment processor.
- For other payment methods, the refund is made via bank transfer to an account in Lei or in the order’s currency (for international customers), provided by the Buyer. Please provide us with the IBAN and account holder’s name by email or in the parcel.
Limitations: We do not offer cash refunds, refunds via money transfer systems (e.g., Western Union), or methods not compliant with tax legislation.
Special provisions for international customers
- EU customers: The 14-day right of withdrawal applies in accordance with GEO no. 34/2014 and Directive 2011/83/EU. Return shipping costs are borne by the Buyer, except in cases of Seller error.
- Non-EU customers: In the absence of specific local regulations, we offer a 14-day right of withdrawal under the same conditions as EU customers. However, the Buyer is responsible for all return costs, including customs duties and other applicable fees. Please check local legislation, as it may impose different conditions.
- Customs duties: Customs duties or other costs associated with international returns are non-refundable and are the Buyer’s responsibility.
Return address
Products must be returned to: S.C. CRYSTAL FACE S.R.L. strada Poiana nr. 21, Baia Mare, Maramureș, Romania, 430422.
Contact
For suggestions, questions, or concerns regarding products and returns, please contact us using the contact details available on the site.