Refund policy

Customers can request the return of a product within 15 days from the moment of receiving the purchased goods.

To return the products, please send us an e-mail to contact@evagrace.ro, and we will get back with a confirmation within 1-2 business days.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that customers are responsible for covering the shipping costs when returning the products.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

When handing over the product to the courier company, it must be properly packaged (we recommend that the returned product be in its original box), to prevent damage during transport. Eva Grace reserves the right to send the product back to you, the cost of transport being borne by you, if it does not exactly meet the return conditions, reserving the right not to refund the value of the returned product in this case.

An order can only be cancelled if it has not yet been processed and the products have not been handed over to the courier.
If the order has already been paid by bank transfer, the money will be returned to the customer's account within 1-5 business days, and if it was paid online by bank card, the issuing bank will unblock the amount blocked in the customer's account within 1-35 days, depending on its policy.

Failure to collect or unjustified refusal of packages ordered with cash on delivery, or repeated/ unjustified returns, will be considered abuse, and our company reserves the right to refuse future orders.

 

Products without the right of return:

Products that are made to order at the customer's request and are subject to Ord. 130/2000. Cap. 2, Art. 10: ''The consumer may not unilaterally terminate the following types of contracts, except in cases where the parties have agreed otherwise: contracts for the supply of products made to the consumer's specifications or of distinctly personalized products, as well as those which, by their nature, cannot be returned or which may deteriorate or deteriorate quickly.''

Customized products made to order can only be ordered with full payment in advance. For these products, cancellations, returns or exchanges are not possible once the order has been confirmed and sent for production.

Also, products that show physical changes, bumps, tears, scratches, chips, stains or signs of wear (traces of wear/use) will not be accepted for return. The product can only be returned if it is in perfect condition, unaltered in any way.

Products that have been tampered with or that have suffered mechanical shocks are also not accepted.

 

The amount will be refunded as follows:

• for orders paid online with a credit card, by refund to the account from which the payment was made;
• for orders paid with cash on delivery, refund by bank transfer - please let us know the IBAN code, as well as the name of the cardholder.

The refund will only be made to the account belonging to the person to whom the product was invoiced and who is making the return, it cannot be made to third parties.

For more information about the return procedure, please contact us at the e-mail address: contact@evagrace.ro.