Terms and conditions

The website demo.tivona.ro (the “site”) and the Tivona online shop are operated by:

For any question about orders, products or these terms, write to us at contact@tivona.ro or use our contact page.

The seller (“we”, “us”)

Calantha S.R.L., with the identification details in section 1.

The customer (“you”)

The person who uses the site or places an order.

Consumer

An individual buying for purposes outside their trade, business, craft or profession, within the meaning of Romanian Emergency Ordinance (OUG) no. 34/2014.

Order

The purchase request sent through the site, with the chosen products, delivery details and payment method.

Contract

The distance sales contract between us and you, formed when we confirm your order (section 5).

Products

The cosmetic products and other goods offered for sale on the site.

Account

Your password-protected personal area on the site, with your details and order history.

Working day

Monday to Friday, excluding public holidays in Romania.

You can order with or without an account. An account keeps your addresses and order history and makes it easier to start a return or leave a review.

Orders must be placed by people with full legal capacity (generally, aged 18 or over). Minors may use the site only with the consent and supervision of a parent or guardian.

When using the site, please:

• give us accurate and up-to-date details, especially your name, address, phone number and email;
• keep your password confidential and tell us if you suspect someone else has accessed your account (you can also turn on two-step verification in your account);
• do not use the site for unlawful or fraudulent purposes, place fake orders or use someone else’s payment details;
• do not try to gain unauthorised access, disrupt the site or scrape its content automatically.

We may suspend or close an account used fraudulently or abusively, and we will let you know. Orders already concluded and your statutory rights are not affected. You can ask us to close your account at any time by writing to contact@tivona.ro.

We work to keep the site running without interruption, but there may be short pauses for maintenance or for technical reasons.

Tivona products are cosmetic products within the meaning of Regulation (EC) No 1223/2009 on cosmetic products. Use them only as set out in the instructions and warnings on the packaging.

A cosmetic product is not a medicine: it does not treat, cure or prevent any disease. The information on the site, in the beauty guide and in the skin analysis is general and does not replace advice from a doctor or pharmacist. Results vary from person to person.

Ingredients and allergens

The full ingredient list, using INCI names, is on the packaging of every product (for very small products, on an attached label or leaflet), and we also publish it on the product page. Natural ingredients, including essential oils, may contain substances that can cause allergies; those that must be declared appear in the ingredient list.

If you notice a difference between the product page and the packaging you received, follow the information on the packaging and let us know so we can correct the page.

Appearance, colour and scent

Our formulas contain ingredients of natural origin, which can vary slightly from batch to batch. Small differences in colour, scent or texture are natural and do not mean the product is faulty.

Photos are for illustration: colours may look slightly different depending on your screen, and the packaging design may be updated without the product changing.

Shelf life

Depending on the product, the packaging shows the date of minimum durability, preceded by an hourglass symbol or the words “best used before the end of”, or, for products that keep for more than 30 months, the open-jar symbol with a number of months (PAO, for example “12M”), which tells you how long the product can be used once opened.

1. Add products to your cart and go to checkout.
2. Enter your contact details, delivery and billing address, delivery method and payment method.
3. Before placing the order you see a summary: the products, quantities, prices, discounts, delivery cost and total to pay. You can correct any mistake by going back to the previous steps or to your cart.
4. Place the order by pressing the final button, “Order with obligation to pay”. Placing the order means you are obliged to pay.
5. You receive an email confirming that we have received your order. This email only acknowledges receipt.
6. The contract is formed when we confirm your order in a second email (“Your order has been confirmed”). For online card payments, the confirmation is sent automatically once the payment succeeds.

We may decline to confirm an order, for example if the product is out of stock, the displayed price contains an obvious error, the details are incomplete or clearly wrong, or there are reasonable signs of fraud. In that case we will let you know and, if you have already paid, refund the full amount without delay.

If, after confirmation, a product can no longer be delivered, we will tell you and you choose whether to wait (where possible), receive an equivalent product (only with your agreement) or get a full refund for it.

The contract is concluded in the language you use the site in (Romanian or English). The order details remain in the emails you receive and, if you have an account, in your order history.

We can also sell to businesses, with an invoice in the company’s name. Rights the law reserves for consumers, such as the right of withdrawal and the consumer guarantee of conformity, apply only to people buying as consumers.

Prices are shown in Romanian lei (RON) and include VAT. Delivery is not included in product prices: you see it in your cart and in the order summary before placing the order.

The price shown when you place your order is the one that applies. We may change prices at any time, but changes do not affect orders already placed.

When we announce a price reduction, the previous price shown is the lowest price we applied in the 30 days before the reduction. Promotions are valid for the period and under the conditions announced, while stocks last.

Coupons

• Only one coupon can be used per order, entered before the order is placed.
• A coupon may have a validity period, a minimum order value and a limited number of uses; some are for account holders only and can be used once per customer. Each coupon’s conditions are those communicated with it.
• We check the coupon again when you place the order. If it is no longer valid, we tell you and you see the total without the discount before sending the order again.
• Coupons cannot be exchanged for cash. For a return, we refund the amount actually paid for the returned products.

You can pay in the following ways:

Cash on delivery

You pay the courier the order total when you receive the parcel. Cash on delivery is not available for orders with a total above 5,000 lei.

We issue a tax invoice for every order, using the billing details entered in the order, for an individual or a company.

We deliver by courier to the address you give us.

Delivery within Romania is currently free.

We currently deliver only within Romania.

The exact delivery cost is shown before you place the order. We deliver without undue delay and no later than 30 days after the contract is formed, unless we have agreed otherwise. If we do not deliver within that time, you can ask us to deliver within an additional period; if we still do not deliver (or straight away, in the cases provided by law), you can end the contract and we refund everything you paid within 7 days (Article 18 of OUG no. 34/2014).

The risk of loss of or damage to the products passes to you when you, or a person you name (other than the courier), take possession of the parcel.

Please check the parcel when you receive it. If the packaging is damaged or products are broken or have leaked, you can ask the courier to record the problem and let us know as soon as you can, with photos. Not having a damage report does not limit your statutory rights.

Costs, delivery times and special situations are explained in our Delivery policy.

As a consumer, you can withdraw from the contract within 14 calendar days of the day you, or a person you name (other than the courier), take possession of the products, without giving a reason and without penalty (OUG no. 34/2014). If the products in one order arrive separately, the period runs from receipt of the last product.

To withdraw, tell us before the period ends. In your account, under Returns, you have the “Withdraw from your contract here” button, which opens the page where you tick the products and press “Confirm withdrawal”. If you ordered without an account, you reach the same button through the personal link requested from the Return a product page. You can also send us a clear statement at contact@tivona.ro at any time. You can use the model withdrawal form in our Return policy, but you do not have to.

A declaration sent through the function on the site is registered with the date and time you pressed the button, and we email you an acknowledgement carrying the same information. A withdrawal takes effect because it was communicated within the period, so we do not approve it and we cannot refuse it.

• Send the products back within 14 days of the day you told us you are withdrawing. You bear the direct cost of returning them.
• We refund all payments received, including the original delivery cost (a proportionate share of it if you return only some of the products), within 14 days of the day you told us you are withdrawing, using the same payment method unless we agree otherwise, and at no charge to you. 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. We may withhold the refund until we receive the products back or you send proof that you have sent them, whichever is earlier.
• You are only liable for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

The steps, the return address and the model form are in our Return policy.

As a consumer, you benefit from the legal guarantee of conformity under OUG no. 140/2021: we are liable for any lack of conformity that exists at delivery and becomes apparent within 2 years of delivery. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the product or of the lack of conformity.

Among other things, a cosmetic product in conformity matches the description on the site and on the packaging, contains the declared quantity, is safe under normal or reasonably foreseeable conditions of use and keeps its characteristics until its date of minimum durability or, once opened, for the period shown by the PAO symbol, provided it has been stored and used as directed. These examples do not narrow the conformity requirements set by law.

Examples of non-conformity

A product that has spoiled before its date (clearly changed scent, colour or consistency), faulty packaging that leaks or prevents use, the wrong product or a missing quantity.

Usually not a lack of conformity

Small natural variations in colour, scent or texture between batches; deterioration after the date of minimum durability or the PAO period; the effects of storage or use contrary to the instructions (for example, exposure to heat or contamination of an opened product).

An individual sensitivity reaction to an ingredient declared on the packaging does not in itself mean the product is not in conformity. Please report it to us anyway (section 11).

How to report a lack of conformity

• Write to us at contact@tivona.ro with your order number, the product, a short description and photos, including the batch number and date shown on the packaging.
• Keep the product and its packaging until the matter is resolved. If we ask you to send it back, we pay for delivery.

We bring the product into conformity free of charge, within a reasonable time of no more than 15 calendar days from the day you told us. A cosmetic product cannot be repaired, so the remedy is to replace it with a product that is in conformity.

If replacement is not possible (for example, the product is no longer made), we do not replace it within that time or refuse to, the lack of conformity appears again or it is serious enough to justify it straight away, you can ask for a proportionate price reduction or to end the contract and get a refund for the non-conforming product (Article 11 of OUG no. 140/2021).

The legal guarantee of conformity applies independently of the right of withdrawal and cannot be limited by these terms.

Please report any unexpected reaction to contact@tivona.ro, including: the product name and batch number (from the packaging), when you started using it, where you applied it, a description of the reaction and, if applicable, any treatment you received. We use information about your health only to assess the case and for reporting required by law, as described in our Privacy policy.

Under Article 23 of Regulation (EC) No 1223/2009, the responsible person for the product (named on the packaging) and distributors notify serious undesirable effects without delay to the competent authority of the Member State where they occurred — in Romania, the Ministry of Health. An undesirable effect is serious when it results in temporary or permanent functional incapacity, disability, hospitalisation, congenital anomalies, an immediate threat to life or death.

You can also report the effect directly to the public health authorities. Reporting a reaction does not affect your return or guarantee rights.

The following rules apply to any content you send us (reviews, photos, messages):

• it must relate to your genuine experience with the product or the shop;
• it must not be unlawful, offensive, discriminatory, false, misleading or promotional;
• it must not contain other people’s personal data or infringe anyone’s rights (for example, copyright in a photo).

By sending a review, you give us a free, non-exclusive right to display it on the site, under the display name you choose, for as long as it is published. You can ask us to delete it at any time at contact@tivona.ro. Reviews describe personal experiences and are not medical advice.

You can subscribe to our newsletter using the form on the site. Subscribing takes a single step: your address is added to the list as soon as you submit the form, with no confirmation email. We send you news about skincare, products and offers.

You can unsubscribe at any time, free of charge, using the link in every email or by writing to contact@tivona.ro. Emails about your orders (confirmation, dispatch, returns) are not newsletters. You can read how we use your email address in our Privacy policy.

The site’s content — the Tivona name and logo, texts, photos, videos, graphics and design — belongs to Calantha S.R.L. or to partners who have allowed us to use it, and is protected by copyright and trade mark law.

You may use the content only for personal, non-commercial purposes, to browse and shop. Copying, modifying, distributing or using it commercially without our written consent is not allowed. You are always welcome to share links to the site’s pages.

We are responsible for performing our obligations under the contract, as provided by law. We are not responsible for:

• use of the products contrary to the instructions and warnings on the packaging;
• delays or failure to perform the contract for reasons we are not responsible for, including force majeure;
• interruptions to the site caused by third parties (for example, internet providers or cyber attacks) that we could not reasonably prevent;
• the content of external websites our links point to.

Nothing in these terms limits or excludes your rights as a consumer, or our liability for damage caused intentionally or through gross negligence, for harm to physical integrity or health (Article 1355 of the Romanian Civil Code), or for defective products, as provided by law.

Neither party is liable for failing to perform its obligations on time or properly if this is caused by force majeure, meaning an external, unforeseeable, absolutely irresistible and unavoidable event (Article 1351 of the Romanian Civil Code). The affected party informs the other as soon as possible. If force majeure lasts more than 30 days, either party may cancel the unperformed order, and any amounts paid for undelivered products are refunded in full. This clause does not limit your rights regarding the maximum delivery time (Article 18 of OUG no. 34/2014) or the legal guarantee of conformity.

We process your personal data under Regulation (EU) 2016/679 (GDPR) and Romanian law. What data we use, for what purposes, how long we keep it and your rights are explained in our Privacy policy. Cookies and local browser storage are described in our Cookie policy.

If you are unhappy with an order or a product, write to us at contact@tivona.ro or use our contact page. We will reply as soon as we can and try to find an amicable solution together.

If we cannot reach an agreement, as a consumer you can also:

• file a complaint with the Romanian National Authority for Consumer Protection (ANPC): anpc.ro (opens in a new tab);
• use alternative dispute resolution (ADR, “SAL” in Romanian), an out-of-court procedure before an ADR entity. Information is available at anpc.ro/sal (opens in a new tab), and ADR complaints are filed through ANPC’s online platform, reclamatiisal.anpc.ro (opens in a new tab);
• go to the competent courts in Romania; as a consumer, you can also bring proceedings before the court where you live, as provided by law.

These terms and the contracts concluded through the site are governed by Romanian law. If you are a consumer habitually resident in another EU Member State, this choice does not deprive you of the protection given by the mandatory provisions of the law of your country.

If any clause of these terms is found to be void or unenforceable, the remaining clauses stay in effect.

We may update these terms, for example when the law or our services change. The new version is published on this page with the date of the last update. Each order is governed by the terms in force when it was placed.