This return policy applies to all purchases made through our website and is in accordance with current Romanian consumer protection legislation.
1. Exception to the right of return for custom-made (personalized) products
Since our main field of activity is custom-made solid wood carpentry, we want to inform you transparently about your rights.
Conformable Emergency Ordinance No. 34/2014, Article 16, letter c), are exempt from the right of withdrawal (return within 14 days without justification): "the supply of products made according to the specifications presented by the consumer or clearly personalized."„
What does this mean for you:
- Furniture or carpentry products made to order, according to dimensions, finishes (color, type of oil/varnish), wood essence or other specific requirements requested by you cannot be returned for reasons of withdrawal from the purchase (e.g. "I changed my mind" or "it doesn't aesthetically fit the room").
- Please check the drawings, dimensions and specifications very carefully before placing and confirming the final order.
2. Warranty and non-conforming or defective products
The fact that a product is made to order does not void your right to a warranty. If the product you receive has manufacturing defects, has been damaged during shipping, or does not comply with the technical specifications agreed upon when placing the order (different dimensions, different wood type, etc.), you have the right to have it brought into compliance.
According to GEO 140/2021, in case of non-compliance, you have the right to request, in this order:
- Repair of the product (if technically possible and reasonable).
- Product replacement (if repair is not possible).
- Appropriate price reduction or contract termination (full refund), if repair or replacement cannot be carried out within a reasonable time.
In the case of non-conforming or defective products, the shipping costs for return/repair will be fully borne by us.
3. Particularities of solid wood (What is NOT a defect)
Solid wood is a living, natural material, and each piece is unique. For this reason, please note that the following characteristics are not considered manufacturing defects or non-conformities, and cannot be subject to a return or warranty claim:
- Color and texture variations: Differences in shade or fiber between different parts of the same product or from presentation photos.
- Knots and natural features: Presence of knots (healthy or filled/treated with resin, according to the agreed design), small natural cracks or traces of fiber.
- Minor dimensional changes: Wood "breathes" and reacts to the humidity and temperature in your home. Minor contractions or expansions (on the order of millimeters) depending on the season are normal.
4. Complaints and resolution procedure
If you encounter a problem with the delivered product (defect, shipping damage, non-conformity with the project):
- Notification: Contact us within a maximum of 48 hours of receiving the package at the email address [Your email address] or by phone at [Your phone number].
- Photo/Video Evidence: Please attach clear photos of the product, packaging (if damaged) and the specific area where the defect or non-conformity is located to the email.
- Solution: We will analyze the request and respond to you within a maximum of 3 business days with the solution proposal (reception for repair, replacement, etc.).
5. Refund of the amount
In legally justified cases where the amounts paid are refunded (either for standard products returned within 14 days, or for non-conforming products that cannot be repaired), the refund will be made within a maximum of 14 calendar days from the date on which we were informed of your decision or from the date on which we received the defective product. The refund will be made exclusively by bank transfer to the account indicated by you.