RETURNS — INTERNATIONAL ORDERS

General Return Conditions

You may request a return within a maximum of 15 calendar days from the day you received your parcel. Once you have notified us of your return, you have a further 14 days to send the products back.

Products must be returned in their original packaging, with all tags attached, unworn, unwashed and free from signs of use, alteration, odour or damage. You may try the items on as you would in a shop, but you are responsible for any diminished value resulting from handling beyond what is necessary to inspect the products.

Refunds

We refund the full price of the returned products, together with the standard delivery cost paid on the original order, where applicable.

If you selected an express or upgraded delivery option, we refund the amount corresponding to our least expensive standard delivery method available for your country. If you return only part of an order, the original delivery cost is not refunded.

We do not refund the cost of shipping the products back to us. Import duties, customs charges and local taxes paid when an order was delivered outside the European Union are also not refundable by us. Please see the customs section below.

Refunds are issued to the original payment method, in the currency of the original transaction, within a maximum of 14 days.

We may withhold the refund until we have received the returned products or until you provide proof that you have sent them, whichever occurs first. We do not charge a refund fee. Any exchange-rate differences applied by your bank, card issuer or payment provider are outside our control.

If we got it wrong

If you received a product other than the one you ordered or received a faulty product, please contact us as soon as possible and before sending anything back.

In these cases, we cover the return shipping cost, and you may choose between a replacement, a different product or a full refund.

If the replacement product has a higher value, you will pay the difference. If it has a lower value, you will receive a partial refund for the difference.

Your statutory rights regarding non-conforming goods are not affected by this return policy.

Customs — returns from outside the EU

If you are returning a parcel from a country outside the European Union, for example the United Kingdom, Switzerland or Norway, please mark the customs declaration clearly as follows:

RETURNED GOODS — NOT A COMMERCIAL SHIPMENT — ORIGINAL ORDER NO. [XXXX]

Replace [XXXX] with your original order number. Declare the value as the amount you paid for the returned products and attach a copy of your original invoice to the outside of the parcel.

Parcels arriving without the appropriate return declaration may be subject to import duties, VAT or other customs charges when entering Romania. In such cases, we reserve the right to deduct these charges from your refund or refuse the parcel.

Import duties, VAT and other taxes that you paid when your original order was delivered are imposed by the authorities in the destination country, not by 1ZERO1. In some countries, these amounts may be reclaimable from the local customs authority after the products have been returned. Please contact the relevant authority directly for information about the applicable procedure.

Right of withdrawal — EU customers

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. 1ZERO1 extends this period to 15 calendar days, counted from the day you, or a third party indicated by you, takes physical possession of the products.

To exercise this right, inform us of your decision through an unambiguous statement. An email sent to contact@1zero1.ro is sufficient.

You may use the model withdrawal or return form, but you are not required to do so. The deadline is met if you send your communication before the 15-day period expires.

We will reimburse the applicable payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision.

We may withhold reimbursement until we receive the products back or until you provide evidence that you have sent them, whichever occurs first. You bear the direct cost of returning the products.

You are responsible only for any diminished value resulting from handling the products beyond what is necessary to establish their nature, characteristics and functioning.

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, including products personalised by printing or embroidery (Art. 16(c), Directive 2011/83/EU).