Refund policy

RETURN POLICY

Right of withdrawal
You have the right to withdraw from the contract, without giving any reason, within 14 calendar days from the day on which you (or a third party other than the carrier, indicated by you) take physical possession of the products, in accordance with Romanian Government Emergency Ordinance no. 34/2014.

How to exercise the right of withdrawal
Before the 14-day period expires, send us a clear statement of your decision to withdraw by email to contact@exobrite.com, including your order number, your name and the products you are returning. You may use the model withdrawal form below, but it is not mandatory.

Returning the products
Products must be returned within 14 days of informing us of your decision to withdraw, to the following address: [RETURN ADDRESS]. The cost of return shipping is borne by the customer. Please pack the products properly to avoid damage in transit.

Condition of the products
You may inspect the products as you would in a physical store. You are only liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning (for example, opened or partially used bottles, used or washed towels).

Refunds
We will refund all payments received from you, including the original delivery cost (up to the cost of the least expensive standard delivery option we offer), within 14 days of the day we are informed of your decision to withdraw. We may withhold the refund until we have received the products back or you have supplied proof of having sent them, whichever is earlier. Refunds are made using the same payment method used for the order; for cash-on-delivery orders, refunds are made by bank transfer to the account you indicate.

Damaged or non-conforming products
If you receive a damaged, incorrect or non-conforming product, please contact us at contact@exobrite.com as soon as possible, with photos of the product and the parcel. In this case, return costs are borne by us. You benefit from the 2-year legal guarantee of conformity under Romanian Government Emergency Ordinance no. 140/2021.

Complaints
For any complaint, please contact us first at contact@exobrite.com. You also have the right to contact the Romanian National Authority for Consumer Protection (anpc.ro) or alternative dispute resolution (ADR) entities.

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MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)

To: EXOBRITE S.R.L., Bulevardul Horea nr. 2, Alba Iulia, Alba County, Romania, contact@exobrite.com

I hereby give notice that I withdraw from my contract of sale of the following products:
Order no.: ................
Ordered on: ................ / Received on: ................
Name of consumer: ................
Address of consumer: ................
IBAN for refund (cash-on-delivery orders only): ................
Signature (only if this form is sent on paper): ................
Date: ................