Delivery and return

"Withdrawal from the contract" refers to your legal right to withdraw from the order placed by making a return of goods in accordance with the provisions of Emergency Ordinance no. 34/2014 on consumer rights in distance contracts. You can benefit from this legal right if the following conditions are cumulatively met:

 

The return can be made within 14 calendar days from the date you came into possession of the ordered product, without having to justify/motivate the withdrawal decision.

 

In order to carry out the return procedure, it is mandatory that you send us an unequivocal declaration of withdrawal from the contract. You can also do this by completing the return form online.

 

Please make sure that when filling out this form you provide us with the following information correctly and completely:

1. Your first and last name

2. Order number/order identification data

3. The date the order was placed and the date the order was received

4. The reason for which you are returning the product, only if you wish to state it ("Return Reason"); If you mention it, we will use your answer to improve the quality of our products and services

5. The IBAN account to which we are going to transfer the value of the returned products, the Bank at which the account is  opened, Name of the bank account holder;

6. Any comments that you consider to be relevant and related to the return of the products ("Comments");

 

We would like to point out that returning products to S.C. ATELIER PLAI SRL., unaccompanied by the correctly completed return form, or failure to fill in all the requested information, may result in the refusal of SC ATELIER PLAI SRL to process the return or delays in processing the return, respectively in refunding the value of the products.

1. a)     The returned item of clothing/footwear and/or accessory must be accompanied by all original manufacturer tags. If the item of clothing you are returning also includes an accessory (eg a dress that includes a drawstring), please send them together as originally delivered. Both the products and the original packaging must be returned in the quality level at which they were received, without having sustained further damage or without being worn. Failure to comply with this condition will result in the refusal of the return from SC ATELIER PLAI SRL

2. b) The product ordered and which you wish to return must be packed in the same packaging in which you received it – including the protective foils (if any). The product and packaging must be intact, undamaged, without signs of improper handling and without signs of wear of any kind.   Failure to comply with this condition will result in the refusal of return from SC ATELIER PLAI SRL

 

Attention: in order to comply with the requirements of the return procedure, please keep both the original product packaging and labels, as well as the documents (invoice, instructions, etc.) that accompanied the order for a period of 14 calendar days from the date of receipt, for in the event that later, within this time frame, you decide to return the goods.

1. c)    Insert the invoice and accompanying documents (if any) in the box in which you received the product to be returned, packed according to the requirements above. Seal the package well. The absence of the invoice or the accompanying documents from the returned parcel will lead to the refusal of the return

2. d)    The delivery costs of merchandise returns are borne exclusively by you,

3. d)  In order to return the products, please use the services of a fast courier company.

The address to which the products purchased on www.surasurara.ro and it is : S.C. ATELIER PLAI SRL., Bucharest, str. Roma no. 21, app. 4

1. e)     The restitution of the value of the products returned by you is made within a period of 14 calendar days from the date on which the products were actually returned to us. The refund is made by transferring it to the account indicated by you in the return form, if you paid the order by cash on delivery, or directly to the account associated with your card, when you paid for the order online.

 

Thus, we inform you that parcels containing products in a different state than the one in which they were delivered will be refused, those whose return has not been notified in advance through an unequivocal statement of withdrawal from the contract, as well as those that contain products that have been worn or damaged in any way either by you or during transport or as a result of improper packaging.

 

If you want to exchange the product for another product, please contact us in advance using the form on the website. Any product exchange under these conditions can only be done within the available stock.

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We inform you that even in the situation where you want to replace a product, you will have to fully comply with your obligations in case of returning the product you want to exchange - as these obligations are provided in this section.

 

Upon receipt, the returned parcel will be checked by the representatives of SC ATELIER PLAI SRL to determine if it meets the conditions mentioned above, otherwise it will be refused. We specify that the check of the returned package will be carried out in detail and will be documented by SC ATELIER PLAI SRL representatives and through photographic images.