RETURN & REFUND POLICY
petru-claymoor.com
Last updated: April 3, 2025
Effective date: April 3, 2025
This Return & Refund Policy applies to all purchases made on petru-claymoor.com and is in full compliance with EU Directive 2011/83/EU on Consumer Rights and EU Directive 2019/771/EU on the Sale of Goods, as implemented in Romania.
1. CONTACT DETAILS
PC Transylvania SRL
55 Dionisie Lupu Street, App. 7, Sector 1
Bucharest, Romania 010456
VAT No: RO51486399
Trade Register: J2025020102008 / 21.03.2025
Email: contact@petru-claymoor.com
2. RIGHT OF WITHDRAWAL – 14-DAY FREE RETURN
As a consumer, you have the right to withdraw from your purchase without giving any reason within 14 calendar days of the date you (or a person nominated by you, other than the carrier) physically receive your order.
If your order contains multiple items delivered separately, the 14-day period starts from the day you receive the last item.
2.1 How to Initiate a Return
To exercise your right of withdrawal, notify us before the 14-day deadline by sending a clear written statement to:
contact@petru-claymoor.com
Please include:
– Your full name
– Order number
– Name and description of the item(s) you wish to return
– Date of receipt
– Reason for return (optional but helpful)
You may use the following model statement:
“I hereby give notice that I withdraw from my contract of sale of the following goods: [item(s), order number], received on [date]. Name: [Name]. Address: [Address]. Date: [Date].”
We will send you a written acknowledgement of your withdrawal request without delay.
2.2 Returning the Items
After notifying us, you must return the items within 14 calendar days from the date of your withdrawal notice.
Please ensure:
– Items are unworn, unused and in their original condition
– All original packaging is intact (shoe box, dust bag, tissue paper, labels and tags attached)
– All included accessories (extra laces, care products, certificates of authenticity) are included
– Items show no signs of wear, scuffs, stains, or odours
We recommend using a tracked, insured shipping service. We cannot be held responsible for items lost or damaged in transit when returned by the customer.
Return address:
PC Transylvania SRL
55 Dionisie Lupu Street, App. 7, Sector 1
Bucharest, Romania 010456
2.3 Return Shipping Costs
– Standard returns (change of mind, wrong size, wrong item chosen): the direct cost of return shipping is borne by the customer, unless otherwise stated in a specific promotion
– Faulty, defective or incorrectly sent items: we will cover the full return shipping cost and provide a prepaid label upon request
2.4 Condition of Returned Items
We reserve the right to apply a deduction to your refund if the Products have been handled in a way that goes beyond what is necessary to establish their nature, characteristics and functioning — for example, if the shoes have been worn outdoors, are visibly scuffed, or are returned without original packaging.
Items that are clearly worn, damaged by the customer, or returned without original packaging may not qualify for a full refund and may be returned to you at your cost.
3. REFUND PROCESS
3.1 Timing
We will process your refund without undue delay and in any event within 14 calendar days from:
– The day we receive the returned Products back in our warehouse, OR
– The day you provide proof of return shipment (e.g., tracking number confirming dispatch), whichever is earlier
3.2 What Is Refunded
– The full price of the returned item(s)
– Standard delivery costs you paid on the original order (the least expensive standard delivery option we offered)
– Note: Express or premium delivery surcharges are not refunded
3.3 Refund Method
Refunds are issued using the same payment method used for the original purchase, unless you expressly agree to a different method. We do not charge any fee for the refund.
– Credit/debit card payments: refund to the original card (3–10 business days depending on your bank)
– PayPal: refund to your PayPal account (1–3 business days)
– Bank transfer: refund to the account from which payment was received (3–5 business days)
4. EXCHANGES
We currently process exchanges as a return followed by a new order. To exchange an item:
1. Initiate a return as described in Section 2
2. Place a new order for the desired size, colour or item
If the desired alternative is out of stock at the time of exchange, we will process a full refund instead.
Contact us at contact@petru-claymoor.com before sending your item back — in many cases we can reserve the alternative item for you while your return is in transit.
5. FAULTY, DEFECTIVE OR INCORRECT ITEMS
Under EU Directive 2019/771/EU, all products carry a legal guarantee of conformity for a minimum of 2 years from the date of delivery.
If you receive an item that is:
– Defective or damaged upon arrival
– Materially different from its description
– The wrong item
Please contact us within a reasonable time of discovery at contact@petru-claymoor.com with:
– Your order number
– A description of the issue
– Clear photographs of the defect or damage
We will offer you one of the following remedies at no cost to you:
– Repair of the item
– Replacement with an identical or equivalent item
– A partial price reduction (if repair/replacement is disproportionate)
– A full refund and free collection of the faulty item
For defects reported within 12 months of delivery, we presume the defect existed at the time of delivery unless we can prove otherwise.
Normal wear and tear, damage caused by misuse, failure to follow care instructions, accidental damage, or damage caused by negligent handling after delivery are not covered under this guarantee.
6. NON-RETURNABLE ITEMS
The following items cannot be returned or refunded (unless they are defective):
– Products made to order or personalised/customised at the customer’s request (e.g., bespoke sizing, monogramming)
– Items that have been clearly worn, used outdoors, or altered
– Items returned without original packaging, tags and dust bags in an unsellable condition
– Sale or final-sale items where explicitly noted at the time of purchase (if applicable)
7. LATE OR MISSING REFUNDS
If you have not received your refund within the timeframes stated above:
1. Check your bank account or card statement again
2. Contact your bank or payment provider — processing times vary
3. If you have done both of the above and still have not received your refund, contact us at contact@petru-claymoor.com
8. CONSUMER PROTECTION AUTHORITIES
If you are unsatisfied with how we have handled your return or complaint, you may contact:
ANPC – Autoritatea Națională pentru Protecția Consumatorilor
www.anpc.gov.ro
EU Online Dispute Resolution Platform (for cross-border disputes):
https://ec.europa.eu/consumers/odr
These rights are in addition to, and do not affect, any statutory rights you may have under Romanian or EU consumer law.
9. CONTACT
For all return and refund queries:
PC Transylvania SRL
55 Dionisie Lupu Street, App. 7, Sector 1
Bucharest, Romania 010456
Email: contact@petru-claymoor.com