Right of withdrawal and returns

1. Why the 14-day right of withdrawal does not apply

As a rule, online purchases give you 14 calendar days to withdraw from the contract without giving any reason.

The law provides exceptions to this rule. Article 16(c) of GEO no. 34/2014 on consumer rights excludes from the right of withdrawal “the supply of goods made to the consumer's specifications or clearly personalised”. The same exception appears in Article 16(c) of Directive 2011/83/EU.

Every product sold on this site falls into that category: there is no pre-made stock; each piece enters production only after you choose the configuration and the payment has been received.

The Court of Justice of the European Union confirmed this reading in case C-529/19 (Möbel Kraft), judgment of 21 October 2020, which concerned made-to-order furniture: the trader may rely on the exception from the moment the contract is concluded, even before manufacturing has begun.

2. The rights you do have

The exception above concerns only withdrawal without reason. All other rights remain intact:

• Defective or non-conforming goods – you are entitled to have the goods brought into conformity by repair or replacement and, where that is not possible, to a price reduction or termination of the contract with a refund.
• Goods damaged in transit – we repair or replace them at no cost to you.
• Goods different from those ordered – we replace them with the correct item or refund you in full.
• Legal guarantee of conformity – 24 months for consumers, under Law no. 449/2003 and GEO no. 140/2021. See Warranty.

In all of these situations we cover the full cost of transport.

3. How to report a defective or non-conforming product

1. Tell us – write to contact@aristocollection.ro or open a request from your account, in the Orders section. Include the order number and describe the problem.
2. Send evidence – clear photographs of the product and, where relevant, of the packaging. If the damage occurred in transit, photograph the package before unpacking it fully.
3. We reply within 5 working days with the proposed solution: repair, replacement, price reduction or refund.
4. We arrange collection – please do not send the product back before receiving our confirmation.
5. Refunds, where that is the solution, are made within 14 days of receiving the goods or proof of their dispatch, to the card used for payment.

4. Checking on delivery

Please check the condition of the package in the presence of the carrier. If the packaging shows signs of impact or tampering, note this on the transport document and inform us within 48 hours. This helps us resolve the claim quickly, but it is not a condition for exercising your legal rights.

5. Natural variation in materials

Solid wood, veneer, leather and natural fabrics vary in shade, texture and grain. Minor differences from the presentation photographs or from a sample are characteristic of natural materials and do not constitute a lack of conformity. If you need an exact match, ask us for a sample before ordering.

6. Cancelling before production starts

You may cancel your order free of charge until the payment is received — that is the moment the contract is concluded and production begins. After that, the order can no longer be cancelled. Write to us as soon as possible at contact@aristocollection.ro.

7. Withdrawal form

Although made-to-order goods are exempt from the right of withdrawal, we make the statutory model form available for cases where the right does apply: Withdrawal form.

8. Complaints and dispute resolution

If you are not satisfied with the proposed solution, you may contact the consumer protection authority or use alternative dispute resolution: Consumer protection.