Refund policy
G. Refunds and Returns Policy
Foxenia.ro wants to offer very good quality products using raw materials from renowned Romanian and European manufacturers in the field. However, sometimes the Consumer wants to return for objective or subjective reasons. The Consumer can return an order at any time, in whole or in part, under the conditions provided by law.
If you wish to withdraw from the contract, you must bear in mind that the return is not free of charge. “You will have to bear the direct cost of returning the products” 13 . A cost estimate can be found at https://www.fancourier.ro/estimare-cost/ on the FanCourier website.
30. Legal return period
"The consumer has a period of 14 calendar days to withdraw from a distance contract [...], without having to justify the decision to withdraw.
The maximum return period is 14 calendar days 14 measured from the date of receipt of the product (taking possession) until sending proof that the product has left you and was shipped to us by express courier.
31. Decrease in value of returned goods 15
Since, in the case of distance sales, the Consumer does not have the possibility to see the goods before the conclusion of the contract, he has the right to withdraw. For the same reason, the Consumer is allowed to test (not use) and check the goods he has purchased to the extent necessary to establish the nature, characteristics and functioning of the goods.
You are responsible for any diminished value of the goods resulting from handling other than that which is necessary to establish the nature, qualities and functioning of the goods 16 .
In order to establish the nature, characteristics and functioning of the goods, the consumer must handle and inspect them in the same way as he would be allowed to do so in a physical store 17 . For example: the consumer only needs to try on an item of clothing, not wear it on various occasions, or, in our case, the consumer only needs to try on the pillow, not sleep on it. Therefore, during the withdrawal period, the consumer must handle and inspect the goods with due care.
The ACCEPTED manipulations for determining the nature, quality and functioning of the goods are:
- unpacking without destroying/damaging the original packaging. As a result, when you return a product, you are obliged to return it with the original undamaged packaging, the product being protected by the original plastic bag and placed in the cardboard box (without labels stuck on it, without cuts, tears, etc.) and together with all items received as a gift.
- visual, tactile and olfactory inspection (when the provisions below are not violated) of the products;
- feeling, fitting, measuring, bending, kneading by hand, laying on the bed;
- covering or uncovering cushions with outer covers without damage;
- testing the hardness or elasticity of pillows;
If a consumer exercises his right of withdrawal after having used/used/carried the goods to an extent that exceeds the limit necessary to establish the nature, characteristics and functioning of the goods, the consumer is liable for any diminished value of the goods.
UNACCEPTABLE actions that lead to a decrease in the value of the returned product or the loss of the right of withdrawal:
- using/wearing/utilizing the products in any way;
- tearing or soiling of labels;
- breakage or damage to the original packaging (the original packaging is an integral part of the product);
- scratching, soiling, staining, impregnation of products with external substances;
- unsealing cleaning products, cosmetics, personal care products, products for children and newborns or underwear.
- the products show traces of makeup, creams, grease, deodorant, stains, breakage, broken threads, cuts, human or animal hair, tears, blood;
- the outer or inner covers have been washed, ironed, or perfumed or show signs of wear or creasing from wear/use;
- the consumer has had the product in possession for more than 14 calendar days;
The value of used / worn / slept in products ... is accepted for return only after they have been brought into conformity, involving the costs of sanitation, beautification, repair, sewing, overcasting, replacement of any damaged parts and bringing to a commercial form for resale as a Reconditioned product. The final value is established according to the value of the components to be replaced and the reconditioning labor or the difference between the initial value of the new product and the resale value of the used product.
Any change in the initial condition of the products or damage to their original packaging that makes it impossible to sell the product as new automatically leads to the application of a return procedure subject to fees to restore the products to the initial condition in which they were delivered.
The reduction is applied as a percentage between 10%-90% of the initial value of the product. The reduction fee will be communicated to the customer upon receipt of the modified products with a report of the differences.
You can return it if you accompany the product with the tax invoice or its copy, along with the instructions for use and the declaration of conformity and warranty in the original packaging (cardboard box and plastic bag).
If the products in whole or in part cannot be brought into conformity and cannot be resold, they will not be refunded. They will remain in your custody for 14 days after which they will be disposed of by recycling.
32. Product replacement
In case of requesting the replacement of the product with an identical one, or with a different model, it must have an equal or greater value than the returned product. The product must comply with the conditions of compliance with G. Return Policy.
The return for the replacement of the model/color, only if the product is in its original condition, is accepted only once and for a single product. If the replacement is requested by the customer, the customer pays the return shipping of the product and the refund.
If the replacement is due to us, the return shipping costs of the product and the refund will be borne by us.
33. Refund of the value of the returned product
Returned products are received into management based on a Report of differences.
Confirmation of receipt of the return is sent in writing by email within 14 days of receiving and checking the package.
Products that remain saleable will be refunded at the reduced or full value calculated by the Minutes.
The refund of the product value is made by bank transfer to the IBAN account indicated on the return form . In this case, we need the following information: Account holder name, account IBAN and bank.
The refund period is a maximum of 14 days from the date the product enters our possession.
The consumer who does not pick up/receive the ordered products and does not pay for the round-trip shipping will be refused, in the future, for other deliveries.
The consumer who received the product, as ordered, returned it in violation of our Terms and Conditions , and returns with a new order, will be refused, in the future, for other deliveries.
Returns are not accepted through the Romanian Post, but only through courier companies such as Fan Courier or DPD Romania, or through another courier company of your choice, as long as you pay for the shipping according to legal provisions.
Attention! Courier service costs are not refundable. If you wish to return an order in whole or in part, and the initial delivery cost of the order was borne by us (for orders over 250 lei), the delivery fees of the initial order will be deducted from the returned value.
DON'T FORGET: Make sure the product you want to return meets the return conditions .
34. According to GEO 34/2014 there are exceptions to the right of withdrawal
“They are exempt from the right of withdrawal provided for in art. 9-16 with regard to distance contracts” […] “c) products made according to the specifications presented by the consumer or clearly personalized”. Please note that the specifications refer to: material color, type of material, dimensions, addition/removal of applications, etc. and are transmitted in writing, by e-mail, or in the order request. Products made to order are not mass-produced and are executed at the express request of the customer, which makes it impossible to return them. We do not assume responsibility for information erroneously transmitted by the customer regarding the specifications of the personalized product. e) sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer.
13 Art. 14, paragraph (3) and point 5, paragraph B of the Annex to GEO No. 34/2014
14 Art. 9 of GEO No. 34/2014
15 Art. 14, paragraph 3 of GEO No. 34/2014
16 Art. 5 paragraph C of the Annex to GEO No. 34/2014
17 Point (47) of EU Directive 2011/83