REFUND POLICY / ORDER CANCELLATION POLICY

(Also read the policies in Romanian below.)

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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.

To start a return, you can contact us at contact@moda-autentica.com. Please note that returns will need to be sent to the following address: 1 Viorelelor St., Bacau, 600125, Romania.

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

You can always contact us for any return question at contact@moda-autentica.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. You will need to pay 50% of the original product for restocking.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at contact@moda-autentica.com

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1. Right of Cancellation

As a user of the sites www.moda-autentica.ro and www.moda-autentica.com , you have the right to cancel an order in the following situations:

  • Before order confirmation by MODA ELISAVI SRL, at no additional cost.
  • After confirmation, within 14 calendar days from receipt of the product, according to Emergency Ordinance No. 34/2014 on distance contracts, without giving a reason.

2. Cancellation Procedure

To cancel an order, follow these steps:

  • Before shipping: Contact us by email at contact@moda-autentica.com or by phone at +40766254138, mentioning the order number and the wish to cancel. The cancellation will be confirmed immediately if the stock has not been allocated.
  • After receiving the product (within 14 days):
    1. Notify us of your intention to cancel by email at contact@moda-autentica.com or by phone at +40766254138, specifying the order number.
    2. Return the product in its original packaging, undamaged and unused, together with all accessories and documents (invoice, receipt).
    3. Send the package through the same courier company that delivered the order or to the address: MODA ELISAVI SRL, Bacau County, Bacau Municipality, Strada Viorelor, No. 1, Bl. 1, Scale A, Ap. 7, Postal Code: 600125, Romania.

Return costs are borne by the customer, unless the product has manufacturing defects (in which case, we bear the costs).

3. Cancellation Conditions

  • The product must be returned in its original condition, unused, with no signs of wear or damage.
  • Products in the "Tights" category cannot be returned for hygiene reasons.
  • Cancellation does not apply to personalized or made-to-order products.

4. Refund of Money

After receiving and verifying the return, the refund will be made within 5 working days via:

  • Bank transfer to the account provided by you (IBAN required).
  • Credit the account used for the initial payment (e.g. bank card via Netopia or Wise).

Refunded amounts include the value of the product, but not the original delivery costs, unless the cancellation is due to a defect.

5. Exceptions and Limitations

We reserve the right to refuse cancellation or refund if:

  • The product does not meet the return conditions.
  • The order was processed and shipped before the cancellation notification.

In such cases, we will contact you for alternative solutions (e.g. replacement).

6. Contact

For any questions or notifications, contact MODA ELISAVI SRL at contact@moda-autentica.com or +40766254138.

7. Updates

This policy may be updated periodically. Changes will be posted on our websites. We recommend that you review it regularly.