Products purchased remotely (online) by consumers from the Esina platform may be returned in accordance with the provisions of Government Emergency Ordinance No. 34/2014 regarding consumer rights in contracts concluded with professionals.

General conditions for return:

• Returnable products must be returned by the buyer in the same condition in which they were delivered, meaning without any signs of wear or damage to the product or its packaging/box, and without signs of use or wear. All labels and fiscal documents received with the product must also be included.

• This return policy is to be interpreted in conjunction with the general terms and conditions of sale applicable to all customers.

How to return products?

1. Automatic return within 24 hours:
If you wish to return a product purchased online, Esina will process the return automatically within 24 hours of the purchase, without requiring any request from you. In this case, Esina will cover all return-related costs.

2. Return within 15 days:
If you wish to return the product after the 24-hour window, you may submit a return request within 15 calendar days by completing the return form available on the Esina website. The request will be reviewed, and if approved, you will be informed of the next steps. In this case, the return shipping costs will be borne by the customer, unless the product was delivered incorrectly, incompletely, or is non-compliant.

3. Additional clarification – Return options and processing time:
Esina adopts a flexible return policy that allows customers to return products automatically within 24 hours of receipt, without the need to submit a formal request. In such cases, Esina will bear all return-related costs.

If the 24-hour window has passed, the customer may still submit a return request within 15 calendar days from the date of receipt by filling out the electronic return form. Please note that the review of such requests may take between 5 and 10 business days.

Additionally, Esina offers a faster and easier way to submit a return request directly from the “Orders” page within the customer’s account, provided that the order status is marked as “Complete.” This method enables the Esina support team to process return requests more efficiently.

Return methods:

• Courier return: The return can be arranged via any courier company, to the address specified on the invoice issued by Esina. Please package the items responsibly along with the invoice and the completed return form and hand them over to the courier.

• Return at Click&Collect points: If you purchased products using the Click&Collect option, you may return the product directly to the store from which you picked up the order.

• Return via EasyBox or Funbox: Products cannot be returned via these methods. Items must be returned via courier as described above.

Return acceptance conditions:

• The product must be in the same condition in which it was delivered (undamaged, unworn, with all labels intact).

• Returns of products that are missing the composition label cannot be accepted.

Non-returnable products:

• Products that cannot be returned for health or hygiene reasons (e.g., underwear, masks, personal care products).

• Products that have been customized according to the customer's specifications.

Size exchange:

If the size is not suitable and you wish to exchange the product, please complete the return form and specify the desired size. If the requested size is out of stock, Esina will refund the product value to the bank account provided in the return form.

Refund:

Refunds will be issued via bank transfer within 15 calendar days of receiving and verifying the returned products. Esina reserves the right to delay the refund until the products have been received or until proof of shipment has been provided by the customer.

Shipping costs:

• Initial shipping costs will not be refunded except in cases where an incorrect, incomplete, or non-compliant product was delivered.

• Return shipping costs will be borne by the customer, except in cases of incorrect, incomplete, or non-compliant delivery.

Defective products:

If the product received is defective, please contact us using the details below so we can resolve the issue:

• Email: [salesmarketplace@esina.ro]

Warranty:

All Esina products come with a 30-day commercial warranty, except for customized products, which are only covered under warranty if the manufacturer's usage instructions have been followed.

You can submit your product return request from here