RETURN POLICY / WITHDRAWAL FROM CONTRACT
For products purchased online from www.susurriperfumes.com.
This procedure establishes the necessary conventional framework regarding the cancellation of the purchase of products acquired from the website www.susurriperfumes.com, owned by ARCANUM SUSURRI SRL, headquartered in Ghiroda village, Ghiroda commune, 170 Dunărea St., Timiș County, registered with the National Office of the Trade Register under no. J35/5422/2022, VAT Number (CUI) 47219253.
Customers may return products purchased from www.susurriperfumes.com in accordance with the terms and return conditions set forth in this procedure.
Please be informed that, for distance contracts, if you cancel your purchase and request the return of one or more products purchased from the website www.susurriperfumes.com, you expressly and unequivocally express your agreement to fully accept the provisions of this return procedure. This service does not in any way limit the rights of buyers under the legal provisions in force, including the right of withdrawal provided by Government Emergency Ordinance (GEO) no. 34/2014 regarding consumer rights in contracts concluded with professionals, with subsequent amendments and completions, including those brought by GEO no. 58/2022.
1. Return Period Products purchased from www.susurriperfumes.com can be returned within 14 calendar days of receiving them, without specifying any reason. The 14-day period is calculated:
From the day the consumer or a third party, other than the carrier and indicated by the consumer, acquires physical possession of the goods;
From the day the consumer acquires physical possession of the last good, in the case where the consumer orders multiple goods in a single order that are delivered separately;
From the day the consumer acquires physical possession of the first good, in the case of contracts for regular delivery of goods.
Product returns sent after the expiration of this period are not accepted.
2. Conditions regarding the withdrawal/return procedure To exercise the right of withdrawal/return, the consumer must notify ARCANUM SUSURRI SRL via the website www.susurriperfumes.com regarding their decision to withdraw from the contract using one of the following methods:
By using the model withdrawal form on the www.susurriperfumes.com website, under the “Delivery, Return, and Cancellation” section;
By making any other unequivocal statement setting out their decision to withdraw from the contract.
Exercising the right of withdrawal terminates the obligations of the contracting parties, subject to the following conditions:
Condition of the products: Returned products must be in their original packaging, sealed, and in a condition that allows them to be resold, without any physical/aesthetic modifications, dents, scratches, mechanical shocks, etc. Returns cannot be accepted if the products are unsealed, used, or improperly packaged.
Non-compliant products: Returns of unsealed products are accepted only if they are non-compliant (e.g., hidden defect, manufacturing defect of the container, defective pumping mechanism). The qualitative deficiency must have been unrecognizable by ordinary means at the time of purchase.
Offers and gifts: If you benefited from a special offer or received promotional products/gifts, you must return all received products, including promotional ones, in their original state (sealed, unused). If not all promotional items are returned, the return will not be accepted.
Partial return from promotions: If the value of the returned products voids the eligibility for an offer (e.g., discounts applied for purchasing multiple products), the return is equivalent to opting out of the promotion. The customer will be refunded the amount actually paid for the returned product, from which the value of the lost discount may be deducted.
Product exchange: The exchange of products purchased on promotion or with a discount code is possible only by replacing them with a product of the same type and price (the price actually paid), differing only by certain aesthetic attributes (if applicable).
3. Products not accepted for return (exempt from the right of withdrawal) According to the law, the following compliant products cannot be accepted for return:
Those that have been unsealed after delivery, which cannot be resold and can no longer be returned for hygiene or health protection reasons (e.g., perfumes and cosmetics whose original seal has been broken).
Those that show physical/aesthetic modifications or other deficiencies attributable to the consumer.
Those made to the consumer’s specifications or clearly personalized.
4. Practical withdrawal/return procedure The buyer must use the unequivocal request available at the following link: https://return.sameday.ro/susurri The buyer shall send back or hand over the products to ARCANUM SUSURRI SRL without undue delay and within the legal timeframe.
Refund: Refunds will be made exclusively via bank transfer. The consumer will not incur any fees for such reimbursement. The refund will be made within a maximum of 14 days from the date we are informed of the decision to withdraw, but we reserve the right to withhold the refund until we have received the goods back or until the consumer has supplied evidence of having sent back the goods, whichever is the earliest.
Shipping costs: The direct costs of returning the goods shall be borne by the consumer and will be deducted from the refunded amount. Additional initial delivery costs are not refunded if a delivery method other than the standard delivery was chosen.
Refused parcels: Parcels sent with cash-on-delivery (payment upon receipt) will be refused and sent back to the consumer.
Return address: ARCANUM SUSURRI SRL Ghiroda village, Ghiroda commune, 170 Dunărea St., Timiș County, PC 307200.
5. Procedure for products with suspected non-compliance The Seller is liable to the Buyer for any lack of conformity which exists at the time the goods were delivered and which becomes apparent within one year of that time (according to GEO 140/2021).
If the non-compliance of the goods is found shortly after delivery, not exceeding 30 calendar days, the consumer may opt for:
Bringing into conformity (by replacing the product with an identical product, subject to stock availability), unless the measure would impose disproportionate costs on the seller.
A proportionate price reduction corresponding to the decreased value of the goods.
A consumer who suspects a product’s non-compliance must submit a written explanation of the issue in the “Return” section of the website www.susurriperfumes.com. The product will be forwarded to the manufacturer or authorized distributor for investigation. It is not considered a lack of conformity if, at the time of purchase, the Buyer was aware, or could reasonably be expected to be aware, of the lack of conformity.
6. Expenses related to the return procedure In standard cases of withdrawal from the contract, the direct costs associated with returning the products are borne by the buyer. By exception, in cases of proven non-compliance or discrepancy between the delivered products and the placed order, the return expenses will be borne by ARCANUM SUSURRI SRL.
7. Processing of personal data To fulfill the legal formalities regarding product returns, the controller ARCANUM SUSURRI SRL will process the following personal data (based on art. 6 para. 1 lit. b and c of the GDPR): first and last name, address, e-mail, phone number, bank account. The data will be used to draft financial-accounting documents, according to the legal provisions in force. If this data is not provided, the procedure for returning the products and their respective value cannot be completed.
MODEL WITHDRAWAL FORM (according to Annex B of GEO no. 34/2014)
To: ARCANUM SUSURRI SRL, headquartered in Ghiroda village, Ghiroda commune, 170 Dunărea St., Timiș County, registered with the Trade Register under no. J35/5422/2022, VAT Number (CUI) 47219253.
I hereby inform you of my withdrawal from the contract concerning the sale of the following goods: [___________________________________________________________________]
Ordered on: [//] and received on: [//______]
Consumer’s Name and Surname: [___________________________________] Consumer’s Address: [] IBAN Account for the refund: [] Account Holder Name: [_________________________________]
Signature: _______________ (only if this form is notified on paper) Date: //______
RETURN POLICY IN BRIEF / FREQUENTLY ASKED QUESTIONS
Can I return or exchange a product? Yes, by following the instructions provided in the return procedure. The product can be returned only if it is in perfect condition, the packaging (including the protective film/seal) shows no signs of wear, and it is completely sealed.
I received a defective product from an online order, can I return it? Yes. The return will be made via courier, following the steps to declare non-compliance. In this case, the shipping costs are borne by us.
The product I received is different from the one I ordered, can I return it? Yes. Please contact us, and the return will be handled via courier with no costs on your part.
How long does it take to get my money back? The refund of the product’s value will be made within a maximum of 14 calendar days from the receipt and acceptance of the return in our warehouse, via bank transfer. Shipping costs (for standard returns) are borne by the buyer and deducted from the refunded amount.
