Refund policy

Order Cancellation and Returns

If the Customer wishes to cancel an order, they must notify the Seller as soon as possible and provide the order number through the Frontik.ro platform.

Under these Terms and Conditions, the Customer has the right to withdraw from the distance sales contract concluded through the Online Store, without giving any reason and without any penalty, within 14 calendar days from receiving the product, in accordance with Government Emergency Ordinance no. 34/2014. The Customer may return the product or products within the same 14-calendar-day period, provided that all of the following conditions are met:

• the goods are complete and in their original packaging;
• the protective seals are intact, the goods are not damaged, and they show no signs of use; and
• it is clear that any goods intended for single use have not been used.

The deadline is met if the products are sent back by the consumer before the 14-day period expires.

The right of withdrawal does not apply to custom-made products, or where the returned product is not in the same condition in which it was delivered, together with the documents that originally accompanied it.

If the Customer withdraws from the Contract within the legal withdrawal period, they must also return any gifts that accompanied the respective product, where applicable.

After receiving and checking the condition of the products, the Seller will refund to the Customer the value of the products paid by the Customer, no later than 14 calendar days from the date on which the Seller is informed of the Customer's decision to withdraw from the Contract. The refund is conditional upon receipt of the products that were the subject of the sale. The refunded amount will represent the value of the returned products, minus the return delivery fee. The refund will be made only by bank transfer to the account indicated by the Customer, specified in IBAN format.

The Customer will bear the direct cost of returning the products and is directly responsible for any decrease in the value of the products resulting from handling them in a way other than what is necessary to establish their nature, characteristics, and functioning.

Therefore, if the Customer withdraws from the sales contract within the legal 14-day period and the returned goods are incomplete, have broken protective seals, or are clearly used or damaged, the Seller may request compensation and may determine and retain the value of that compensation from the purchase price claimed for refund by the Customer. In this case, the Seller will refund only the difference between the compensation amount and the purchase price.

The Seller has the right to withdraw from the sales contract at any time before the goods are delivered to the Customer.

The Seller is required to immediately notify the Customer of its withdrawal from the sales contract at the email address provided by the Customer when placing the order. The Seller is also required to refund to the Customer the transaction price paid for the goods.

Both the Seller and the Customer have the right to withdraw from the sales contract in the event of significant changes to the wholesale prices of the ordered goods, significant changes to shipping prices, or if the Seller becomes aware that the goods were mistakenly offered at an incorrect price and the Customer does not accept the corresponding amendments to the sales contract, namely an increase in the price of the goods or an increase in the delivery price.