Order Return Policy
1. General Provisions
This Order Return Policy governs the conditions for returning products purchased from our online store, in accordance with Romanian legislation, as well as the specifics of collaboration with the courier services FanCourier and Sameday. We strive to ensure a convenient and transparent return process for all our customers.
2. Return Conditions
2.1. Return Deadlines
The customer has the right to return products within 14 calendar days from the receipt of the order, in accordance with Romanian legislation. Returns are only accepted if the product has not been used and retains its original consumer properties and packaging.
2.2. Products That Cannot Be Returned
Under Romanian law, certain products cannot be returned, including personal hygiene items, as well as products that have been unsealed and used, such as electronic cigarettes and their consumables.
3. Return Procedure
3.1. Initiating a Return
To initiate a return, please contact our support service via the contact form on our website or by using the phone numbers provided. You will need to provide the order number, the reason for the return, and supporting documents (receipt or invoice).
3.2. Returns via FanCourier
If the product was delivered via FanCourier, you may use their service for the return. Delivery times and costs will depend on the terms established by FanCourier. Please ensure the product is securely packaged for return to avoid damage during transport.
3.3. Returns via Sameday (Postamat)
If the delivery was made through Sameday and the product was picked up from a Postamat, the return can be processed through the same system. Please place the product back in the Postamat, following the instructions provided by Sameday. Ensure the product is properly packaged.
4. Refunds
4.1. Refund Deadlines
The refund will be issued to the account or card used for payment within 14 calendar days of receiving and verifying the returned product.
4.2. Compensation for Delivery Costs
Return shipping costs are not reimbursed, except in cases where the return is due to an error on our part (e.g., sending the wrong product).
5. Exceptional Cases
If a manufacturing defect or other defects are found in the product, the customer is entitled to a replacement or a full refund, including delivery costs. In such cases, please contact us immediately to resolve the issue.
6. Contact Information
For additional information or clarification regarding returns, please contact our support service.
We appreciate your understanding and are available to assist with any questions you may have.
