Before submitting an exchange or return request, please review our Return Policy (https://araftu.com/pages/return-policy), where you will find all conditions, deadlines and your rights in detail.

Which products can be returned

Stock products: the garments in the store's collections benefit from the 14-day right of withdrawal, under the conditions below.

Personalised products: items made to order, according to your specifications and measurements, cannot be returned, as their return is not possible under art. 16 letter c) of GEO no. 34/2014.

Regardless of category, any product with a manufacturing defect is covered by the 2-year legal guarantee of conformity.

How to initiate a request for a stock product

You have two options, whichever you prefer. Either one is sufficient to exercise your right of withdrawal.

Option 1. Through your customer account

1. Log in to your customer account using the email address you used to place the order. You will receive a secure 4-digit code at that address.
2. In the Orders section, access the order in question and select the items for which you are requesting an exchange or return.

If you no longer have access to the email address used when placing the order, you can contact us at contact@araftu.ro so we can process your request manually.

Option 2. Using the standard withdrawal form

You are not required to use your customer account. You can complete the standard withdrawal form below and send it to us by e-mail at contact@araftu.ro. Alternatively, you may withdraw through any other unequivocal statement clearly expressing your decision to withdraw.

What happens after you submit your request

After you submit your request, you receive an acknowledgement of receipt by email immediately. Your request is reviewed by our Customer Care team, who will send you a response and return instructions within 2 business days.

After notifying us of your decision to withdraw, you have 14 calendar days to ship the product back to us. The deadline is considered met if you hand the parcel to the courier before the 14 days expire.

Upon receipt, the product is inspected to determine whether it shows signs of use beyond simple trying on, or damage that diminishes its value. This inspection does not condition your right of withdrawal; it may only result in a proportionate reduction of the refunded amount, under the conditions described in the Return Policy. You will be informed in writing of the refunded amount and the reason for any reduction.

Costs

The cost of the return is borne by you, except where the product is defective or was incorrectly delivered. The initial delivery cost is refunded if you exercise your right of withdrawal, under the conditions set out in the Return Policy.

Contact

For any questions regarding returns or the guarantee, you can reach us at contact@araftu.ro or by phone at +40 754 073 715.