Refund policy
We offer a 30-day commercial return period starting from the date you—or a person designated by you, other than the carrier—take possession of the product.
The statutory right of withdrawal applicable to consumers in the European Union is described separately in this policy.
Requesting a return
To request a product return, please contact us at:
Email: hello@originaldecouverte.com
In your message, please include:
- the name used for the order;
- the order number;
- the product you wish to return;
- the reason for the return (optional);
- photos of the product, if it is damaged, defective, or different from the item ordered.
After reviewing your request, we will provide return instructions and the address to which the package should be sent.
Do not ship the product before receiving our return instructions, as doing so may delay the identification and processing of the package.
Return address
ORIGINAL DECOUVERTE SRL
Attn: Popescu Loredana Elena
Str. Popa Șapcă nr. 3
Vălenii de Munte, Prahova County
Postal Code 106400
Romania
Phone: +40 723 569 945
Shipping a product to this address does not, in itself, constitute automatic approval of a refund. The product will be inspected upon receipt.
Conditions for commercial returns within the 30-day period
For returns requested after the statutory 14-day withdrawal period has expired, but within the 30-day commercial period, the product must:
- be unused, or used only to the extent necessary for reasonable inspection;
- be clean and undamaged;
- include all accessories, components, manuals, and documents received;
- be returned, as far as possible, in the original packaging;
- be accompanied by proof of purchase.
We reserve the right to refuse a return under this policy for the period between day 15 and day 30 if the product shows obvious signs of use or damage, is missing components, or cannot be resold in suitable condition.
This additional commercial policy does not limit the statutory 14-day right of withdrawal, nor does it affect consumer rights regarding defective or non-conforming products.
Statutory Right of Withdrawal in the European Union
For online purchases made by a consumer, you have the right to withdraw from the contract within 14 calendar days without giving any reason.
The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), take physical possession of the product.
For orders containing multiple products delivered separately, the period begins on the day the last product is received.
To exercise your right of withdrawal, you must inform us of your decision via a clear statement sent to the following address before the deadline expires:
Email: hello@originaldecouverte.com
Once you have communicated your withdrawal, the product must be shipped back without undue delay and within a maximum of 14 days. This deadline is met if the product is dispatched before the period expires.
You may examine the product to a reasonable extent to determine its nature, characteristics, and functioning. You are liable only for any diminished value of the product resulting from handling that goes beyond what is necessary for such an examination.
The absence or damage of the original packaging does not automatically void the statutory right of withdrawal, but it may be taken into account if it results in a demonstrable decrease in the product's value.
Return Costs
In the event of a return due to a change of mind, the customer bears the direct cost of return shipping.
We do not accept parcels sent with "carriage forward" (payment due upon delivery) unless we have confirmed this method in writing beforehand.
If the product received is defective, damaged during transit, non-conforming, or different from the product ordered, we will cover the reasonable costs of the return and inform you of the applicable procedure.
Damage, defective products, or incorrect products
Check your order immediately upon receipt and contact us as soon as possible if:
- the product is damaged;
the product has a defect;
- components or accessories are missing;
- you received a product other than the one ordered.
Send your order number and photos or a video showing the issue to:
Email: hello@originaldecouverte.com
We will review the situation and propose an appropriate solution—such as repair, replacement, a price reduction, or a refund, in accordance with applicable law.
Rights regarding non-conforming products are distinct from the right of withdrawal and are not limited by the 30-day commercial return period.
Products excluded from the right of withdrawal
The right of withdrawal may not apply, under the conditions stipulated by law, to certain categories of products, including:
- products made to the customer's specifications or clearly personalized;
- products liable to deteriorate or expire rapidly;
- sealed products that cannot be returned for health protection or hygiene reasons if unsealed after delivery;
- products that, after delivery, have been inseparably mixed with other goods;
- sealed audio or video recordings or computer software, if the seal has been broken;
- digital content not supplied on a tangible medium, where performance has begun with the consumer's express consent and acknowledgment of the loss of the right of withdrawal;
- other products or services expressly excluded by applicable law.
Products purchased at a discount, during a promotion, or using a discount code remain subject to applicable statutory rights and are not automatically considered non-returnable.
Defective or non-conforming products continue to benefit from legal protection, even if they belong to a category excluded from the standard right of withdrawal.
Exchanges
We do not offer direct product exchanges.
To receive a different product, please request a return for the original item. Once the return is approved, you can place a new order for the desired product.
In the event of an incorrect, damaged, or non-conforming product, please contact us before placing a new order.
Refunds
Upon receipt and inspection of the returned product, we will notify you via email whether the refund has been approved and if there is any justified reduction in the product's value.
If you exercise your statutory right of withdrawal, we will refund the amounts due within a maximum of 14 days from the date you informed us of your decision to withdraw.
We may withhold the refund until:
- receipt of the returned product;
- or submission of proof that the product has been shipped, whichever occurs first.
The refund will include the standard delivery cost paid for the order. Additional costs incurred by choosing a delivery method more expensive than the standard delivery we offer are non-refundable.
Direct return costs resulting from a change of mind are non-refundable.
Refunds are issued using the same payment method used to place the order, unless you have expressly agreed to a different method.
Once we have processed the refund, your bank, card issuer, or payment service provider may require additional time to reflect the amount in your account.
If the refund does not appear within 15 business days of processing confirmation, please contact us at:
Email: hello@originaldecouverte.com
Order Cancellations
You may request to cancel an order before it has been shipped by contacting us as soon as possible at:
Email: hello@originaldecouverte.com
We cannot guarantee cancellation if the preparation or shipment of the order has already begun.
If the product has already been shipped, the withdrawal and return procedure described in this policy will apply.
Contact
For questions regarding returns, refunds, cancellations, or defective products, you can contact us at:
ORIGINAL DECOUVERTE SRL
Email: hello@originaldecouverte.com
Phone: +40 737 270 775
Address: Str. Schelei, No. 119, Mislea Village, Scorteni Commune, Prahova County, Postal Code 107528, Romania