Return Policy

Return Policy – CUTIE CRAFT SRL
(Last updated: October 12, 2025)

1. General Information

This policy governs the conditions for returning products sold through the online store www.cutiecraft.ro, operated by CUTIE CRAFT SRL, with its registered office in Bucharest, Sector 1, Str. Fortunei no. 27, Floor 2, Apt. 11, Tax ID (CUI) 52548848, e-mail suport@cutiecraft.ro.

This policy complies with the provisions of Government Emergency Ordinance (GEO) No. 34/2014 on consumer rights in distance contracts.

2. Right of Withdrawal

According to applicable legislation, consumers have the right to withdraw from the contract, i.e., to return the product, within 14 calendar days, without having to justify their decision and without penalties.

The 14-day period starts:

  • from the day on which the customer (or a person designated by them) takes physical possession of the product, or

  • in the case of multiple deliveries, from the day they take possession of the last item in the order.

3. Exceptions – Products Not Eligible for Return

The following products cannot be returned:

  • products made to order or customized according to the customer’s specifications (e.g., DIY boxes with a chosen color, text, or unique combination);

  • products that have been used, excessively tested, unsealed, or can no longer be resold as new;

  • products damaged due to customer negligence;

  • incomplete products returned without original packaging, accessories, or accompanying documents.

According to Art. 16(c) of GEO 34/2014, the right of withdrawal does not apply to customized products.

4. Conditions for Accepting a Return

To qualify for a return:

  • the product must be in the same condition as when delivered;

  • it must include all original accessories and documents (invoice, packaging, any promotional gifts);

  • it must be shipped back in the original or equivalent protective packaging.

Returns that do not meet these conditions may be refused or subject to a value reduction, in accordance with Art. 14(3) of GEO 34/2014.

5. Return Procedure

To exercise your right of withdrawal, you must send a return request before the 14-day period expires.

Requests can be sent:
📩 via email to suport@cutiecraft.ro, or
through an online return form (if available on the website).

Please include the following details:

  • full name;

  • e-mail address used when placing the order;

  • order number;

  • product(s) you wish to return;

  • reason for return (optional, but helpful for us);

  • preferred refund method.

After receiving your request, the Cutie Craft team will provide return instructions and the return address via email.

6. Return Shipping Costs

Return shipping costs are borne by the customer, except in the following cases:

  • defective product;

  • incorrect product delivered;

  • product damaged during initial shipment (with a courier report as proof).

In these cases, shipping costs will be fully covered by CUTIE CRAFT SRL.

7. Refund of Amounts

After receiving and verifying the returned products, we will refund the amount paid within 14 calendar days, using the same payment method used for the original purchase, unless otherwise requested by the customer.

  • For online card payments: refund is made to the same card;

  • For cash on delivery (COD) payments: refund is made by bank transfer (IBAN provided by the customer);

  • For partial returns: the refund applies only to the returned products;

  • If the product shows signs of use, damage, or missing packaging, a proportional reduction (5–50%) may be applied.

We reserve the right to delay the refund until the returned goods are received or proof of shipment is provided — whichever occurs first.

8. Defective or Incorrect Products

If the received product is defective, incomplete, or different from what was ordered:
send a complaint within 48 hours of receipt to suport@cutiecraft.ro, including:

  • order number;

  • clear photos of the product/package;

  • description of the issue.

We will arrange free courier pickup, and depending on the situation:

  • the product will be replaced, or

  • the full order value (including shipping) will be refunded.

9. Return Address

Returns must be sent to the return address provided by email when the return request is approved.
Parcels sent with payment on delivery (COD) will not be accepted.

10. Partial Refunds and Vouchers

For orders paid in full but partially returned, only the value of the returned products will be refunded.
At the customer’s request, the refunded amount can be converted into a voucher for future purchases.

11. Policy Changes

CUTIE CRAFT SRL reserves the right to modify this Return Policy in line with legislative or operational changes.
The updated version will always be published on the website.

12. Contact

📩 For any questions regarding returns, please contact us at:
suport@cutiecraft.ro