Maison Consiglieri · Client information
Refund policy
Version: 14 September 2026
A product created for you must meet what we agreed. Below are the rules for withdrawal, returns and resolving a lack of conformity.
These commercial conditions apply to purchases contracted with Consiglieri Fashion Group SRL. For services contracted directly with partners featured on the website, the provider and contractual conditions are those communicated by the respective partner, subject to applicable statutory rights.
1. Two different situations
Withdrawal means cancelling an eligible contract without giving a reason. Non-conformity means that a product does not meet contractual or statutory requirements. Excluding withdrawal for a personalised product does not remove the statutory guarantee of conformity.
2. Goods made to your specifications
Goods that are not prefabricated and are made on the basis of your individual choices, as well as clearly personalised goods, fall within the exception in Article 16(1)(c) of Romanian Government Emergency Ordinance no. 34/2014. They do not carry the usual right to withdraw without a reason, subject to the special situations provided by law.
This classification depends on the actual product and specifications, not merely the “Custom Made” label or an advance payment. It is communicated before the order is concluded. Rights concerning non-conformity, non-delivery or non-performance remain available. A voluntary request for changes or cancellation is assessed under the contract and the law; it does not automatically result in the loss of every amount paid.
3. Standard products purchased at a distance
For an eligible purchase, you have 14 calendar days to notify us of withdrawal, starting on the day after you or a person you designate, other than the carrier, receives the goods. If goods from the same order are delivered separately, the period runs from receipt of the last item, under the conditions provided by law.
You may send any unambiguous statement to contact@consiglieri.ro or office@consiglieri.ro, or write to Consiglieri Fashion Group SRL, Aleea Alexandru 7-7A, Sector 1, București, Romania. The model below is optional. Exercising a statutory withdrawal right does not require discretionary approval from the seller.
If the eligible purchase was concluded through our online interface, you also have the right to use the online withdrawal function required by Article 11¹ of Romanian Government Emergency Ordinance no. 34/2014. It must be visible and easily accessible throughout the withdrawal period and allow you to confirm your request and receive confirmation without delay on a durable medium. It supplements the notification methods above.
Sending the product back
After notifying us, send or hand over the goods without undue delay and within 14 days to Consiglieri Fashion Group SRL, Aleea Alexandru 7-7A, Sector 1, București, Romania, unless we agree on another return address or collection by us. The deadline is met if you send the goods before it expires. Keep evidence of dispatch.
You bear the direct return cost only if you were informed before purchase and we have not agreed to pay it. If the required information was not provided, that cost does not fall to you. Costs of remedying a lack of conformity are dealt with separately and are not charged to you.
You may examine and try the product to the extent necessary to establish its nature, characteristics and functioning, as you would in a shop. You are responsible only for diminished value caused by handling beyond that assessment, under the conditions provided by law. We do not automatically refuse withdrawal merely because packaging has been opened, the product tried on, or original packaging is missing, and we do not impose a fixed restocking fee.
Reimbursement
We reimburse the amounts due without undue delay and within 14 days after being informed of your withdrawal, including the original standard delivery charge. We do not have to refund the additional cost of a more expensive delivery option you chose instead of the least expensive standard delivery offered.
If we have not offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of dispatch, whichever occurs first. We use the original payment method unless you expressly agree otherwise, without reimbursement fees for you.
4. Showroom purchases and special situations
A purchase ordinarily concluded in a showroom does not carry a general statutory right to return goods simply because you change your mind. Any additional commercial return facility is communicated before purchase. The statutory guarantee of conformity also applies to showroom purchases.
Off-premises contracts are subject to their specific statutory rules. For unsolicited visits to a consumer’s home or excursions organised to promote or sell products, Romanian law provides a 30-day withdrawal period and limits certain exceptions, including the exception for personalised goods. These situations are not automatically treated as ordinary showroom purchases.
5. The statutory guarantee of conformity
For new goods sold to consumers, including made-to-measure goods, we are liable for a lack of conformity existing at delivery and discovered within two years of delivery under Romanian Government Emergency Ordinance no. 140/2021. A lack of conformity discovered within the first year is presumed to have existed at delivery unless proved otherwise or the presumption is incompatible with the nature of the goods or the non-conformity.
You may request repair or replacement, subject to the statutory limits of impossibility and proportionality. These remedies are free of charge, without significant inconvenience, and completed within a reasonable period of no more than 15 calendar days after we are informed, agreed with you in writing. Non-conformity discovered within 30 days of delivery benefits from the statutory right to replacement.
A proportionate price reduction or termination may be requested in the circumstances provided by law, including where a remedy is not properly completed, the problem recurs or is sufficiently serious. Termination is not available for a minor lack of conformity; the seller must establish that it is minor. Statutory rights concerning hidden defects remain applicable.
A commercial warranty or alteration service is additional to statutory protection. We do not limit the legal guarantee to 30 days or require a product never to have been worn as a condition of making a complaint. Normal wear, care and any damage are assessed in relation to the specific issue.
6. How to report a problem
Write to contact@consiglieri.ro or office@consiglieri.ro. Identify the order, explain the issue and attach available evidence, such as a receipt, invoice, order confirmation or useful photographs. The absence of a particular document does not exclude other lawful means of proof. We may contact you to arrange examination of the product and determine the appropriate remedy.
If the matter is not resolved, you may consult ANPC, the SAL platform or a competent court. These rights do not depend on accepting a waiver.
7. Optional model withdrawal notice
To: Consiglieri Fashion Group SRL, Aleea Alexandru 7-7A, Sector 1, București, Romania; email: contact@consiglieri.ro or office@consiglieri.ro.
You may use the wording: “I hereby give notice that I withdraw from my contract of sale for the following goods.” Add:
- Identification of the goods and, if known, the order number.
- The order date and the date the goods were received.
- The consumer’s name and address.
- The date of the notice.
- A signature, only if the notice is sent on paper.
This model is for notifying an applicable withdrawal. For a lack of conformity, describe the issue as explained in the previous section; you do not need to use this model.