Returns & refunds

This draft is intended for consumer purchases made online in the European Union. Mandatory consumer rights continue to apply.

14-day right of withdrawal

For an eligible distance purchase, a consumer may withdraw from the contract without giving a reason within 14 days after taking physical possession of the goods. To exercise this right, the consumer must notify the seller with a clear statement before the withdrawal period expires. The final seller contact details and a usable withdrawal procedure are PENDING.

After notifying the seller, the consumer must send the goods back without undue delay and no later than 14 days after giving that notice. The seller may withhold reimbursement until the goods are received or the consumer supplies evidence of having sent them back, whichever happens first.

Refunds after withdrawal

Where the right of withdrawal applies, the seller must reimburse payments received, including the cost of the least expensive standard delivery offered, without undue delay and no later than 14 days after being informed of the withdrawal. Any additional cost caused by the consumer choosing a more expensive delivery method need not be reimbursed where the law permits.

Refunds must be made using the same means of payment as the original transaction unless the consumer expressly agrees otherwise, and the consumer must not incur a fee for the refund.

Return shipping

For a change-of-mind withdrawal, the consumer may be responsible for the direct cost of returning the goods only if this responsibility is properly disclosed before the purchase. The final return procedure and return address are PENDING; do not send jewelry to an unconfirmed address.

For incorrect or defective goods, FIG TIN will cover return shipping where required by applicable consumer law. Nothing in this draft removes statutory remedies or costs owed to a consumer.

Personalized items and legal guarantees

A withdrawal exception may apply to goods made to the consumer’s specifications or clearly personalized, but only where the statutory conditions for that exception are met. A handmade or made-to-order item is not automatically excluded merely because it was made by hand or after an order.

Rights relating to goods that are defective, incorrect, or otherwise not in conformity with the contract are separate from the right of withdrawal and remain available under applicable Romanian and EU consumer law.

Legal reference

See the EU Consumer Rights Directive (2011/83/EU). This draft requires review against Romanian law before publication.