Return policy
Last updated: September 8, 2026
1. RIGHT OF WITHDRAWAL
In accordance with Emergency Ordinance no. 34/2014 on consumer rights within contracts concluded with professionals, you have the right to withdraw from the distance contract, without giving any reason, within 14 calendar days from the date on which you or a third party indicated by you (other than the carrier) take physical possession of the products.
Exception — unsealed products: pursuant to Article 16(e) of Emergency Ordinance no. 34/2014, the right of withdrawal cannot be exercised for sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the consumer.
Perfumes and aromatherapy products fall within this category; therefore, we do not accept returns of unsealed products. Only returns of sealed products, in the condition in which they were received, are accepted.
2. HOW DO YOU EXERCISE YOUR RIGHT OF WITHDRAWAL?
You may notify us of your decision to withdraw from the contract through any of the following methods:
- through the return form available on the website, where you will fill in: first name, last name, order number, email address, and phone number;
- through the online withdrawal function (Article 11¹ of Emergency Ordinance no. 34/2014) — the "Withdraw from the contract here" button, permanently available on the website throughout the withdrawal period: complete the online withdrawal statement (name, order identification details, the email address to which you wish to receive confirmation), then click the "Confirm withdrawal" button.
You will automatically receive, without delay, a confirmation email acknowledging receipt of the statement, which includes the content of the statement as well as the date and time it was submitted;
- through an unequivocal statement sent by email to contact@cashmerearoma.com.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.
3. RETURNING THE PRODUCTS
You will ship the products to the following address: Bucharest, Sector 2, Str. Zamfir Marcu no. 31, postal code 022537, Romania, without undue delay and in any event within 14 calendar days from the date on which you communicated your decision to withdraw to us.
Returned products must be sealed and in the condition in which they were received, together with all accessories and accompanying documents.
The direct cost of returning the products (return shipping) is borne entirely by the customer. We recommend using a courier service with proof of delivery.
For returns of products from outside the European Union (Switzerland, United Kingdom), the customs formalities related to the return shipment and any related charges are also the customer’s responsibility; we recommend marking the shipment as "returned goods" to avoid import duties when the products re-enter Romania.
4. REFUNDS
We will refund all payments received from you, including, where applicable, the cost of the initial standard delivery (except for any additional costs resulting from your choice of a delivery method other than the least expensive type of standard delivery offered by us), without undue delay and in any event within 14 calendar days from the date on which we were informed of your decision to withdraw.
We may withhold the refund until we have received the returned products back, or until you have supplied evidence of having sent back the products, whichever is the earliest.
The refund will be made using the same payment method used for the original transaction (refund to the bank card used for payment), with no additional fees charged to you.
5. RECEIPT OF DAMAGED PARCELS AND NON-CONFORMING PRODUCTS
If the courier delivers your order and the parcel shows visible signs of damage (dents, crushing, moisture, having been opened, etc.), we recommend that you refuse delivery and file a complaint directly with the courier or delivery service, stating the reason for refusal, and also notify us at contact@cashmerearoma.com.
In the case of damaged or non-conforming products, please send us a report through the return form or at contact@cashmerearoma.com, describing the damage in detail and attaching photographs demonstrating its extent, as soon as possible after receiving your order.
Non-conforming products benefit from the statutory guarantee of conformity (Emergency Ordinance no. 140/2021): bringing the goods into conformity, a proportionate price reduction, or a refund of the price paid, at no cost to you — return costs for non-conforming products are borne by the seller.
We will review your request and inform you by email of how it will be resolved within a maximum of 3 business days.
6. CONTACT
For details or questions about returning products, please contact us at: contact@cashmerearoma.com