Return Policy

The following aspect refers only to individuals in accordance with current legislation. According to Ordinance no. 34/2014, regarding the legal regime of distance contracts, products can be returned within 14 calendar days from receiving the package. In the mentioned situation, the CUSTOMER has the right to return any product within 14 calendar days from its reception and can request a refund, exchange for another product, or a voucher refund. In these cases, the refunded monetary value, the replaced product, or the voucher refund strictly refer to the cost of the products, excluding shipping fees.

The transportation cost for the returned product and the one sent for replacement is the responsibility of the customer. The return fee is 19 lei, and an additional 19 lei will be charged if the replacement of certain products is desired.

For international orders paid in currency with a card, the refund will incur an additional fee of 15 euros. This fee is charged by the bank for any currency bank transfer. The transportation cost for the returned product and the one sent for replacement is the customer's responsibility, and the amount will be deducted from the sum to be refunded for the product's value. The refund will only be made to a valid EURO or DOLLAR account. Customs duties will be borne by the buyer, so please check the import customs conditions in your country to avoid returning the package.

In case you opt for:

  • Replacement with another product, it will be shipped as soon as possible (if available in stock).
  • Refund of the product's value, it will be made within a maximum of 14 days from the receipt of the returned products by S.C. AS PIGMENTS BY ALINA S.R.L.
  • Refund of the value in the form of a voucher, which you can use in a future order, will be made within a maximum of 5 days from the receipt of the returned products by S.C. AS PIGMENTS BY ALINA S.R.L.

Only products that exactly match the way they were delivered, accompanied by the purchase invoice, are accepted for return.

The following are not eligible for return:

  • Products that have been opened.
  • Products that have been tested/used.
  • Products with broken or erased labels or seals.
  • Products purchased from other stores.
  • Products not accompanied by purchase documents (invoice or fiscal receipt).
  • Products with damaged packaging in any way.

These measures are specific to cosmetic products since their expiration date is calculated from the first opening of the packaging, and there is a risk of transmitting viruses through the transfer of the product to another person during use/testing.

RETURN PROCEDURE OF THE PRODUCTS

To return a product, follow the steps below:

  • Ensure that the product exactly matches the above conditions.
  • Contact Customer Relations by phone at 0763 213 303.
  • Pack the product properly to protect it from shocks that may occur during transport. Products that arrive for return in improper form due to faulty packaging will not qualify for the return guarantee.
  • Ship the package via express courier to the address: Piata Petru Maior nr. 8, Reghin, Mures County, Romania, 545300, Phone: +40 744 270 026.
  • The package can be shipped with any express courier company; postal services are not accepted. The customer can personally handle the return or call +40 744 270 026 to request a return appointment with the courier company contracted by AS Pigments at that time.
  • After receiving the package, you will be contacted to finalize the return.
  • Note! The responsibility for the integrity of the product during transportation for return lies solely with the customer. Products damaged during transportation, not adequately packaged at the time of shipment, will not be accepted for return. If the product does not meet the exact conditions mentioned above, our company reserves the right not to accept the return of the products. The round-trip transportation cost is the customer's responsibility.