Returns and exchanges

Send your withdrawal notice to contact@iuliabalan.ro , with your name and order number or other details that identify your order, before the deadline expires. You do not need to give a reason. Return the goods within 14 days of notifying us of your withdrawal. No prior approval is required for your withdrawal notice. Logistical instructions do not change the legal deadlines.

You may also use the model withdrawal form in Annex B to Romanian Government Emergency Ordinance No. 34/2014. This form is optional: you may notify us of your withdrawal through any other unequivocal statement, including by email.

Refusing a parcel does not replace a clear withdrawal notice. Contact us to register your request. We do not impose automatic percentage penalties for refusing a parcel; any costs are determined only under the law and the information provided before the order was placed.

Under Romanian Government Emergency Ordinance No. 34/2014 on consumer rights and Directive 2011/83/EU, you have the right to withdraw from the sales contract without giving a reason within 14 calendar days of receiving your piece. This applies to standard products under the terms of this policy.

For eligible standard products, notify us of your withdrawal within 14 calendar days of receipt. Send the goods back within 14 days after notification, under Romanian Government Emergency Ordinance No. 34/2014.

Please return the product unworn, unwashed and unaltered, with its labels and any identification seals attached, and with the accessories received. Protect it appropriately during transport. Any diminished value resulting from handling beyond what is necessary to establish the product's nature, characteristics and functioning is assessed individually under the law. Any reduction must be justified and evidenced; we do not impose fixed penalties or a restocking fee. Missing original packaging or a detached label does not automatically cancel your statutory right.

Assessing diminished value is not a penalty and does not limit your statutory rights concerning non-conforming products.

Where handling goes beyond what is necessary to inspect the product, only a justified reduction in value may be deducted under the rules above. Statutory withdrawal and conformity rights are not automatically removed.

You bear the direct cost of return shipping when withdrawing from an order that conforms to the contract, as explained before the order was placed. Dispatch must follow the return instructions.

We refund the amounts received for products for which the right of withdrawal is exercised, including the original standard delivery cost if you withdraw from the whole order, without undue delay and within 14 days of being informed of your withdrawal. We do not refund the additional cost of a more expensive delivery method chosen instead of standard delivery. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever is earlier. We use the same payment method unless expressly agreed otherwise, without charging you refund fees.

The exception to the right of withdrawal under Article 16(c) of Romanian Government Emergency Ordinance No. 34/2014 applies to goods made to your specifications or clearly personalised. Making a product to order and choosing a standard size or colour from the catalogue do not, in themselves, exclude the right of withdrawal. Individual personalisation and applicable terms are specified before the order is confirmed. Statutory conformity rights also apply to personalised products.

You have statutory conformity rights under Romanian Government Emergency Ordinance No. 140/2021. The seller is liable for non-conformities present at delivery and identified within two years of delivery. Contact us at contact@iuliabalan.ro when you notice a problem. Photographs can help with the assessment, but reporting within 48 hours is not a condition for exercising your statutory rights. Subject to the law, remedies include repair or replacement free of charge, a proportionate price reduction or termination of the contract.

For a possible size exchange, contact the atelier to check availability and costs. This commercial request is separate from your statutory right of withdrawal.