Return policy

If you bought as an individual consumer, you can change your mind and withdraw from the contract within 14 calendar days (the legal minimum) of the day you, or a person you name other than the courier, take physical possession of the products. You do not have to tell us why and you pay no penalty. This right comes from Romanian Emergency Ordinance (OUG) no. 34/2014 on consumer rights.

• If the products in a single order arrive in separate parcels, the period runs from the day you receive the last product.
• The day you receive the parcel does not count. For example, if you received the parcel on March 3, you can tell us you are withdrawing up to and including March 17.
• You are within the deadline if you send us your decision before the period ends; the products do not need to reach us by then.
• You can withdraw from the whole order or only from some of the products.

The right of withdrawal applies to consumers only. If you bought for a business, our Terms and conditions apply.

For cosmetics, the reason is simple: once opened, a product comes into contact with air, fingers or skin and can become contaminated without it being visible. We can no longer check it, sell it or safely offer it to another customer.

Can no longer be returned

Products whose protective seal has been broken or removed. For example: the protective foil under the lid of a cream jar; the seal over the neck of a serum, toner or cleanser bottle; the tamper-evident band that holds a cap, pump or dropper to the container; the shrink-wrap that seals the cap or the container.

Can still be returned

• sealed products whose seal is intact;
• products whose outer cardboard box has been opened, if the container inside has its own seal and that seal is intact;
• products that have no protective seal; for these, you are only liable for any diminished value if you used them more than was needed to check them (section 7).

Before unsealing a product, read the ingredient list, quantity and directions on the packaging or on the product page. A patch test on a small area of skin means opening the product, so afterwards it can no longer be returned under the right of withdrawal. If you are not sure a product is right for you, write to us before opening it.

This exception does not affect your legal guarantee: an unsealed product that turns out to be faulty, spoiled, wrong or damaged on delivery is dealt with as described in section 8.

We apply no other exceptions: products bought on sale or with a coupon can be returned on the same terms.

Tell us your decision before the period ends, in any of the ways below. You do not have to use the model form: any clear statement that you are withdrawing from the contract is enough.

With the withdrawal function, from your account

Sign in, go to Returns and press “Withdraw from your contract here” next to the order. On the page that opens you tick the products you are giving up and press “Confirm withdrawal”. The button is there for every order while you are within the period, including before the order is marked as delivered. The same button is on the thank-you page you see right after placing an order.

With the withdrawal function, without an account

On the Return a product page, enter your order number and the email address you used to order. We email you a personal link, valid for 72 hours, and its page carries the same “Withdraw from your contract here” button. You can ask for a new link at any time while you are within the withdrawal period.

By email

Write to contact@tivona.ro saying you are withdrawing from the contract, with your order number and the products you are returning. You can also send the completed model form (section 4).

By post

A letter with the same statement, addressed to Calantha S.R.L., Sat Legii 222, Com. Geaca, Transilvania, România.

As soon as you press “Confirm withdrawal”, we register your declaration with the date and time you sent it and email you the acknowledgement, listing the products you gave up, the date and the time. That email is your proof, so keep it. The same information stays visible in your account, under Returns.

A withdrawal takes effect simply because you told us within the period. We do not approve it and we cannot refuse it. Sending the products back and getting your money is then handled through a return request, which you open from the same page or, later, from your order under Orders, with the “Return items” button that appears once the order is marked as delivered. In the return request you tell us how you want the refund, and you can follow your requests under Returns. A return request sent on its own, without going through the withdrawal function first, also counts as your declaration.

If the button does not appear in your account or the link does not work (for example, because the order status has not been updated yet), write to contact@tivona.ro: your right of withdrawal does not depend on the status shown on the site.

Keep proof that you told us about your withdrawal (the online request, the email you sent or proof of posting the letter): if there is ever a disagreement, the law expects you to be able to show it.

You can use the model below, as provided by law, but you do not have to. Fill it in, then send it by email or by post. To help us find your order faster, add your order number too.

Send the products back without undue delay and no later than 14 days after the day you told us you are withdrawing. You are within the deadline if you hand the parcel to the courier or post office before the 14 days are up.

If you sent your request online, we email you the shipping instructions. The 14 days still run from the date of your request, so if the instructions do not arrive in time, send the products to the address below.

• You pay the direct cost of returning the products (sending the parcel to us). You can use any courier or postal service.
• Please do not send the parcel carriage forward (with the delivery charge payable by us) or cash on delivery. If we do end up paying for the shipping, we may deduct it from your refund.
• Pack the products carefully: many come in glass containers. Close the caps tightly, use protective material and, if possible, the original box.
• Put a note with your order number, or the completed withdrawal form, inside the parcel.
• Keep proof of sending (the tracking number or the receipt): it can speed up your refund.

If you are returning a damaged, faulty or wrong product, we pay for the shipping (section 8).

We refund you without undue delay and no later than 14 days after the day you told us you are withdrawing.

The returned products

The amount you actually paid for them: the selling price, minus their share of any coupon discount you used.

The original delivery

If you withdraw from the whole order, we also refund the delivery cost you paid. The only part we do not refund is the extra cost of a delivery option more expensive than our standard delivery, if you expressly chose one. If you return only some of the products, we refund the proportionate share of the delivery cost for the returned products. If delivery was free, we do not deduct any delivery cost from your refund, even if the products you keep no longer reach the free delivery threshold.

Sending back

The cost of sending the parcel to us is yours (section 5).

How you are refunded

• If you paid online by card: back to the same card, through the payment processor. Once we start the refund, your bank may need a few working days to show the amount in your account.
• If you paid on delivery: by bank transfer, to the account (IBAN) you give us in your return request or by email. Because a payment at the door cannot be “reversed”, we use a bank transfer, with your agreement.
• You pay no fees for the refund.

We may withhold the refund until we receive the products back or until you send us proof that you have sent them, whichever happens first.

You can check the products as you would in a shop: look at the packaging, read the label and the ingredient list, and check the quantity and the container — without unsealing the product.

You are only liable for any diminished value of the products resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning (Article 14(3) of OUG no. 34/2014) — for example, if a product without a seal has been used. In that case we may deduct from your refund only the actual loss in value, which we must be able to prove, and we will tell you beforehand.

• Return the products complete, with their accessories (for example, the pump, dropper or spatula) and, if possible, in the original box. Not having the original box does not stop you from withdrawing.
• If we receive an unsealed product of the kind described in section 2, we will explain why we cannot refund it. The product remains yours: if you ask, we send it back to you at your cost, and we tell you that cost before we send it.

If you received a product that was damaged in transit, faulty, spoiled, wrong or short in quantity, this is not a matter for the right of withdrawal but for the legal guarantee of conformity (OUG no. 140/2021). The differences:

• it does not matter whether the product has been unsealed;
• the 14 days period does not apply: we are liable for any lack of conformity that becomes apparent within 2 years of delivery;
• if we ask you to send the product back, we pay for the shipping;
• the remedy is replacing the product with one that is in conformity or, if that is not possible, a price reduction or a refund.

Write to us at contact@tivona.ro with your order number, a short description and photos (including the batch number on the packaging). You can also choose the matching reason in the online return request, but please email us the photos. The full details are in our Terms and conditions, under “Legal guarantee of conformity”; for parcels damaged on delivery, see also our Delivery policy.

For any question about a return, write to us at contact@tivona.ro or use our contact page. We reply on working days, as soon as we can.

If we cannot reach an agreement, the ways to resolve it (ANPC, ADR, the courts) are described in our Terms and conditions, under “Complaints and dispute resolution”.