Return Policy
Right of withdrawal
According to art. 9 of Directive 2011/83/EU and art. 14 of Law RM no. 105/2003, you have the right to withdraw from the contract within 14 calendar days from the date of receipt of the product, without incurring any costs other than those expressly provided below.
The 14-day period starts from the date on which you or a third party (other than the carrier) acquires physical possession of the product.
How to exercise your right of withdrawal:
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Notify us of your intention to return before the 14 days expire, via email or the contact form on the website;
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You may use the standard withdrawal form attached to this policy (Annex 1), but you are not obliged to;
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The withdrawal period is met if the notification is sent before the expiry of the 14 calendar days.
General return conditions
To benefit from the right of withdrawal, returned products must cumulatively meet the following conditions:
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Be in original condition, without traces of use or damage;
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Be returned with all labels and accessories with which they were delivered;
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The original packaging should be preserved as much as possible.
Exceptions for underwear products — Hygienic protection
According to Art. 16 letter (e) of Directive 2011/83/EU, the right of withdrawal may be excluded for products which, for reasons of health protection or hygiene, cannot be returned if they have been unsealed after delivery.
Products with hygienic seal (e.g. panties, thongs, bodysuits):
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These products are delivered with a hygienic protective element (adhesive film or protective tape in the intimate area);
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Returns are only accepted if the hygienic seal is intact and undisturbed;
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If the hygienic seal has been broken or removed, the product cannot be returned, based on the exception provided by law.
Products without a hygiene seal (e.g. bras, bustiers, corsets):
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These products are not subject to the hygiene exception because they do not come into direct contact with sensitive intimate areas;
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Returns are accepted within the standard 14-day period, provided that the product has not been worn and has intact labels.
Size change
În termenul de 14 zile de retragere:
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Dacă solicitarea de schimb intervine în termenul legal de 14 zile, aveți dreptul să vă retrageți din contract și să plasați o nouă comandă;
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Nu percepem nicio taxă suplimentară pentru exercitarea dreptului legal de retragere;
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Costul returului este suportat de client (conform secțiunii 7), iar noua comandă poate fi plasată la prețul standard.
Schimb voluntar după expirarea termenului de 14 zile:
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Oferim posibilitatea schimbului de mărime și după expirarea termenului legal, în limita stocului disponibil, ca serviciu comercial suplimentar, la libera alegere a comerciantului;
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Costul logisticii aferente (retur + re-expediere) este suportat de client și va fi comunicat transparent înainte de confirmare;
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Schimbul voluntar nu constituie un drept legal, ci un beneficiu comercial oferit de bunăvoință.
Defective or non-compliant products
According to Directive (EU) 2019/771 and equivalent legislation in the Republic of Moldova, you benefit from a legal guarantee of conformity of 2 years from the date of delivery.
You have the right to a remedy if the product:
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It has manufacturing defects (broken seams, faulty zippers, etc.);
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Does not match the description or images in the ad;
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It is not suitable for the intended use of a product of the same type;
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It was delivered incorrectly (different product, different color, different size than the one ordered).
Available remedies, in order of priority:
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Replacing the product with a compliant one — within a maximum of 30 days;
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Product repair, if applicable;
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Proportional price reduction;
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Full refund, if the previous remedies are not possible or are not achieved within a reasonable time.
Video recording upon receipt of the package
We recommend that you film the unpacking process of the package upon receipt. This can make it significantly easier for you:
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Proof of missing or damaged products during transport;
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Proof of delivery of a wrong product compared to the one ordered;
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Faster and dispute-free resolution of your complaint.
Costuri de retur
Costs borne by the customer:
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The return exercised based on the legal right of withdrawal (14 days), provided that this obligation was clearly communicated to you before the purchase, according to art. 14 para. (1) of Directive 2011/83/EU;
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Voluntary product exchange made after the legal 14-day period has expired.
Costs borne by the merchant:
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Defective or non-conforming products;
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Delivery errors (wrong product, wrong color or size compared to the order);
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Any situation in which the return is the result of the merchant's behavior.
Repayment
If the return is accepted, the refund is made in accordance with Article 13 of Directive 2011/83/EU:
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Deadline: maximum 14 calendar days from receipt of the withdrawal notification;
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The refund may be suspended until the returned products are received or until proof of shipment is provided (whichever comes first);
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Method: by the same payment method used for the purchase, unless you have expressly consented to another method;
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The refund does not involve any additional cost to you.
Amounts that can be deducted from the refund:
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Decrease in the value of the product caused by handling that goes beyond what is necessary to check it (does not apply to defective products);
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The cost of the return, if communicated to you prior to purchase.
Consumer legal rights
This policy does not affect, limit or replace the mandatory legal rights of consumers provided for by: Directive 2011/83/EU, Directive 2019/771/EU, Directive 93/13/EEC on unfair terms, Law of the Republic of Moldova No. 105/2003 and any other applicable national legislation.