ARAFTU COUTURE SRL (RO34617940, J23/1890/2015, headquartered at Str. Livezilor 44, Pantelimon, Bucuresti) is committed to ensuring the best possible shopping experience. If a product does not meet your expectations, you have a clear return, exchange and refund process, described in full below. This policy applies to all orders placed through the araftu.com online store and complies with Romanian Government Emergency Ordinance no. 34/2014 on consumer rights and Government Emergency Ordinance no. 140/2021 on the legal guarantee of conformity.

1. The two product categories

Araftu Couture sells two categories of products, with different return regimes.

• Stock products: the garments available in the store's collections, purchased as they are. For these you benefit from the 14-day legal right of withdrawal, described in section 2.
• Personalised products: items made to order, according to your specifications and measurements. These are exempt from the right of withdrawal, under the conditions described in section 3.

You will be informed, on the product page and before completing your order, which of the two categories the chosen item belongs to.

2. Stock products. The 14-day right of withdrawal

For stock products, you have the right to withdraw from the sales contract within 14 calendar days, without having to justify your decision and without incurring any costs other than those expressly set out in this policy. The 14-day period runs from the date on which you, or a person designated by you other than the carrier, take physical possession of the product. For an order containing several products delivered separately, the period runs from receipt of the last product.

To exercise your right of withdrawal, it is sufficient to notify us of your decision before the 14-day period expires, through any of the following means.

• Through your customer account or by completing the standard withdrawal form, both available on the request page: https://araftu.com/pages/request-an-exchange-return
• By an unequivocal statement sent by e-mail to contact@araftu.ro, clearly expressing your decision to withdraw.

You will receive, without delay, an acknowledgement of your request by e-mail. To meet the deadline, it is enough to send your communication before the 14-day period expires.

3. Personalised products. Exemption from return

Personalised products, made to order according to your specifications and measurements, are exempt from the right of withdrawal, pursuant to art. 16 letter c) of GEO no. 34/2014, which excludes the supply of goods made to the consumer's specifications or clearly personalised.

These items are made individually, based on your options and measurements, and cannot be resold to another customer. For this reason, personalised products cannot be returned under the right of withdrawal, and the customer assumes the final appearance of the product and the measurements ordered. This exemption does not apply where the product has a conformity defect, a situation governed by section 7.

4. Condition of returned stock products

For stock products, you are entitled to inspect the item you received in the same way you would in a physical store, that is, to try it on and examine its characteristics, nature and functioning. Simply trying on a product does not affect your right to a full refund.

You are, however, responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature and characteristics. Where a returned product shows signs of use beyond simple trying on, damage, perfume smell, missing accessories or labels, or has been brought to a condition in which it can no longer be resold, the refunded amount is reduced in proportion to the diminished value established, and may be reduced up to the full value in the case of products that have become unsellable.

Any reduction applied is established and documented by our team upon receipt of the product, and the final refunded amount, together with the reason for any reduction, is communicated to you in writing.

Recommendation: return the product in its original packaging, clean, complete, with intact labels and accompanied by a copy of the invoice. Keeping the product in new condition ensures a full refund and a fast process.

5. How to return a stock product

1. Log in to your customer account using the email address you used to place the order. You will receive a verification code at that address.
2. Access your order and select the products you wish to return or exchange.
3. Pack the product in its original packaging, with intact labels and a copy of the invoice.
4. Ship the parcel to the return address indicated in section 9. The sender's name must match the name on the invoice.

Deadline for shipping the product

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. You are responsible for the integrity of the product during return transport, including appropriate packaging.

Return and shipping costs

The cost of returning the product is borne by you, except where the product is defective or was incorrectly delivered, in which case the return cost is borne by us.

The initial delivery cost you paid when placing the order is refunded if you exercise your right of withdrawal. If, at checkout, you explicitly chose a delivery method more expensive than our standard delivery, the value of standard delivery is refunded, and the difference for the premium option is not refunded.

Refunds

Refunds are issued within no more than 14 days of the date on which you notify us of your decision to withdraw. We reserve the right to withhold the refund until we receive the returned product, or until you provide proof that you have shipped it, whichever occurs first.

Refunds are made using the same payment method you used for the original order, unless you have expressly agreed to another method. For cash-on-delivery orders, we will request your IBAN. You will not be charged any fee for the refund. Where applicable, any diminished value for products returned with signs of use or damage is deducted from the refunded amount.

6. Exchanges

You can request an exchange for a stock product directly from your customer account, subject to stock availability. Where the desired product is no longer available, we recommend placing a new order and initiating a return for the original product in parallel, following the procedure described above.

7. Faulty products. Legal guarantee of conformity

Whether the product is a stock or personalised item, and independently of the right of withdrawal, you benefit from the 2-year legal guarantee of conformity, in accordance with GEO no. 140/2021. This covers any lack of conformity of the product existing at the time of delivery, that is, manufacturing defects or non-conformities with the product description.

In the case of a non-conforming product, you are entitled, under the law, to have the product brought into conformity through repair or replacement and, in the situations provided by law, to a proportionate price reduction or to termination of the contract with a refund of the amounts paid. In these situations, the related costs are borne by us, and no diminished value is charged to you, as the defect is not the result of your use.

If the product you received has a defect or you received an incorrect item, please contact us at contact@araftu.ro or at +40 754 073 715, attaching photos and a description of the issue. If you notice visible damage to the parcel upon delivery, we recommend refusing the shipment.

8. Dispute resolution

If you are not satisfied with the way a request is resolved, you may contact the National Authority for Consumer Protection (ANPC) or use the European online dispute resolution platform (ODR), available at ec.europa.eu/consumers/odr.

9. Return address and contact

Return address:

ARAFTU COUTURE SRL - Returns Department

Blv. Dacia 119, Sector 2, Bucuresti

Customer care: contact@araftu.ro | +40 754 073 715