Return and withdrawal policy

Concept à Trois – shop.conceptatrois.ro

Version applicable to orders placed starting SEPTEMBER 2026

This Return Policy regulates the conditions under which products purchased online from the website shop.conceptatrois.ro may be returned, exchanged or, as applicable, repaired, replaced or refunded.

This policy applies primarily to the relationship between Concept à Trois, as seller/professional, and consumer individuals who purchase products through the online store.

The policy is elaborated in accordance with applicable Romanian and European legislation regarding distance contracts, consumer protection and conformity of goods, including OUG no. 34/2014, as subsequently amended and supplemented, and OUG no. 140/2021, as subsequently amended and supplemented.

In the event that any provision of this policy is interpreted as limiting a consumer's mandatory legal right, the applicable legal provisions shall prevail.

1. LEGAL RIGHT OF WITHDRAWAL FROM CONTRACT

In accordance with OUG no. 34/2014, a consumer who enters into a distance contract, including through the online store shop.conceptatrois.ro, has the right to withdraw from the contract within a period of 14 calendar days, without being required to justify the decision.

For product sales contracts, the 14-day period begins to run from the date on which the consumer or a person designated by the consumer, other than the carrier, takes physical possession of the products.

In the case of an order containing multiple products delivered separately, the period begins to run from the date on which the consumer takes physical possession of the last product.

The exercise of the right of withdrawal is not conditioned by the existence of a defect in the product and does not require justification of the decision.

2. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

To exercise the right of withdrawal, the customer must send to Concept à Trois an unambiguous statement informing the seller of their decision to withdraw.

The request may be sent through the return form provided by Concept à Trois or through a written communication sent to the contact details indicated on the website.

The customer is not required to use a specific form, as long as they clearly communicate the decision to withdraw.

For rapid identification of the order, we recommend that the request contain:

the customer's name and surname;
the order number;
the products for which return is requested;
the order date;
the date of product receipt;
the preferred method of resolution, if applicable;
the necessary contact details.

To exercise the right of withdrawal you can use our online form available here:

➡ Withdraw from contract here

Or send the return form to the email address conceptatrois@gmail.com.

The return form can be downloaded from here, in case it is not included in the initial package you received.

Concept à Trois will confirm receipt of the withdrawal request, when it is transmitted electronically, through a durable medium.

Returned products should be shipped to the following address:

TCONCEPT INDUSTRIES SRL
Pepinerii Street no. 80C
Valea Adâncă Village, Miroslava commune
Iași County, Romania, postal code: 707317

Return contact phone: 0727 367 366

Important: please do not ship the products before submitting the return request and, if applicable, receiving instructions from Concept à Trois.

3. DEADLINE FOR RETURNING THE PRODUCT

After submitting the withdrawal notification, the consumer must ship the products to Concept à Trois without undue delay and, in any case, within 14 days from the date they communicated the decision to withdraw.

The deadline is considered met if the product is handed over to the carrier before the expiration of the 14 days.

The customer is responsible for retaining proof of shipment of the product until confirmation of its receipt by Concept à Trois.

4. CONDITIONS FOR PRODUCT RETURNS

The exercise of the legal right of withdrawal cannot be conditioned by the fact that the product is completely untouched or that the original packaging is perfectly intact.

The consumer has the right to handle the product to the extent necessary to determine its nature, characteristics and functioning, in a manner similar to how they could examine the product in a physical store.

For clothing products, the customer may try on the product to verify the size, cut, fit and characteristics.

The product must, however, be returned without actual use and without modifications.

To avoid any misunderstandings, we recommend that clothing products be tried on:

without makeup that may stain the material;
without perfume applied directly to the product;
without deodorant residue;
without perspiration marks;
without washing;
without improper ironing;
without modifications or adjustments made by the customer;
without damage to the material, accessories, buttons, zippers or other components.

Products must be returned, if possible, together with accessories, tags and elements that were delivered with them.

The absence of original packaging cannot, in itself, be an automatic reason for refusing the withdrawal when the product can be identified and returned in proper condition.

5. DIMINUTION IN VALUE OF THE PRODUCT

The consumer is responsible only for the diminution in value of the product resulting from handling it in a manner that exceeds what is necessary to determine its nature, characteristics and functioning.

Therefore, simply trying on a clothing item does not, in itself, constitute a reason for diminishing the refund.

However, if the product shows, as a result of improper use or handling, damage, stains, persistent odors, signs of wear, modifications, tears or other damage that exceeds what would be necessary for a simple check of the product, Concept A Trois may request appropriate compensation for the actual diminution in the product's value, in accordance with the law.

Any potential diminution in value will be analyzed individually and proportionally and will not constitute a penalty for simply exercising the legal right of withdrawal.

6. SHIPPING COST FOR RETURNS

In the case of exercising the legal right of withdrawal, the consumer bears the direct costs of returning the product, except in the situation where Concept A Trois has offered to bear these costs

7. PACKAGING OF RETURNED PRODUCTS

The customer is obligated to package the products properly to prevent damage during transport.

Concept A Trois recommends using packaging similar to that in which the product was received.

The customer is responsible for any damage resulting from improper packaging, to the extent that such damage is attributable to them.

8. RECEIPT AND INSPECTION OF RETURN

Upon receipt of the parcel, Concept A Trois will inspect the returned products for:

product identification;
any possible damage;
material condition;
signs of wear;
integrity of accessories;
compliance of the returned product with the product requested in the return.

Product inspection does not constitute a condition for the existence of the right of withdrawal, but rather serves to determine the condition of the product and, if applicable, the existence of any diminution in its value.

In the event that damage is identified that exceeds permitted handling under the law, Concept A Trois will communicate the situation to the customer and, if applicable, the amount of diminution for which the customer may be responsible.

9. REFUND OF AMOUNTS PAID

In the case of valid exercise of the right of withdrawal, Concept A Trois will refund the consumer exclusively THE VALUE OF THE RETURNED PRODUCT.

The refund is made within a maximum of 14 days from the date on which Concept A Trois physically received the parcel with the product returned by the customer.

In the case of products, Concept A Trois may delay the refund until receipt of the returned products or until receipt of proof from the consumer that the products have been shipped, taking into consideration the nearest date.

The refund is made, as a rule, by the same payment method used for the original transaction, unless the consumer has expressly accepted another method.

Concept A Trois will not charge any commissions for processing refunds.

10. PRODUCTS PURCHASED WITH DISCOUNT CODES

If a product was purchased using a promotional code or discount, the refund will be calculated based on the amount actually paid by the consumer for the returned product.

The discount cannot be converted into cash if it did not represent an amount actually paid.

If the promotion required meeting a condition, such as reaching a minimum order value or purchasing a certain number of products, and the return changes whether the promotion conditions are met, the refunded amount may be recalculated in accordance with the promotion conditions communicated before placing the order, in compliance with consumer protection legislation.

11. PRODUCTS OFFERED AS GIFTS WITHIN AN ORDER

If an order benefited from a product offered for free or a promotional advantage conditional on purchasing certain products, returning the product or products that determined the granting of the promotional benefit may result in the loss of that benefit.

In the event that the gift product is part of the promotion mechanism and the promotion conditions are no longer met as a result of the return, the gift product must also be returned.

12. SIZE EXCHANGE

Size exchange does not represent a distinct legal obligation of the seller within the right of withdrawal.

Concept A Trois may offer, as a commercial courtesy, the possibility of exchanging the product for another size, depending on stock availability and conditions communicated on the website.

If the customer requests an exchange and the desired size is not available, the customer may choose, as applicable, to return the product and receive a refund of the amount due in accordance with applicable legislation.

Exchange is accepted only once and Concept A Trois bears the shipping costs of the exchange (involving round-trip shipping costs).

13. CUSTOMIZED PRODUCTS OR PRODUCTS MADE TO CUSTOMER SPECIFICATIONS

The legal right of withdrawal does not apply to products made according to consumer specifications or products clearly customized for them, in accordance with art. 16 of OUG no. 34/2014.

This category may include, depending on the specific characteristics of the order:

products made at the express request of the customer;
products modified at the customer's request;
products made to the customer's individual measurements;
products personalized with initials, monogram, embroidery or other individually requested elements;
other products which, by the nature of the customization, can no longer be offered under normal conditions to another consumer.

14. SEALED PRODUCTS FOR HYGIENE REASONS

In the case of sealed products which, for health protection or hygiene reasons, cannot be returned after unsealing, the right of withdrawal is excluded in accordance with the conditions provided by law.

This exception applies only to products where their nature and legal conditions justify such a limitation.

Concept A Trois will not extend this exception to ordinary clothing products simply because they have been tried on.

15. PRODUCTS WITH DEFECTS OR NON-CONFORMITIES

The legal right of withdrawal within 14 days is distinct from the legal guarantee of conformity.

If a product does not conform to requirements, the customer is not obliged to use the return procedure for a simple change of mind, but may request the application of remedies provided by legislation on product conformity.

In case of non-conformity, the consumer benefits, under the conditions of the law, from the right to bring the goods into conformity, including through repair or replacement, as well as, in situations provided by law, from a proportional price reduction or termination of the contract.

16. REMEDIES IN CASE OF NON-CONFORMITY

In case of non-conformity, the consumer may benefit, under the conditions of the law, from:

a) repair of the product;

b) replacement of the product;

c) proportional price reduction;

d) termination of the contract and refund of amounts due, when legal conditions are met.

Repair or replacement is carried out at no cost to the consumer in accordance with the conditions provided by applicable legislation.

In case of contract termination due to non-conformity, the return of the product is carried out at the seller's expense, in accordance with legal provisions.

17. PRODUCTS THAT CANNOT BE RETURNED BASED ON THE RIGHT OF WITHDRAWAL

Under the conditions of art. 16 of GEO no. 34/2014, the right of withdrawal does not apply to certain categories of products, including, as applicable:

products made according to the consumer's specifications;
clearly personalized products;
sealed products that cannot be returned for health or hygiene protection reasons and which have been unsealed;
other categories expressly provided for by applicable legislation.

Concept A Trois will inform the consumer, before finalizing the order, if a certain product is subject to a legal exception from the right of withdrawal.

18. PRODUCTS PURCHASED BY LEGAL ENTITIES

The legal right of withdrawal provided for by GEO no. 34/2014 is a right granted to consumers, as defined by applicable legislation.

In the case of orders placed for professional purposes or by legal entities, the legal regime may be different.

In the absence of applicable legal obligation, any returns or commercial exchanges for such orders are carried out only under the conditions contractually accepted by Concept A Trois.

19. CONSUMER OBLIGATIONS

Within the return procedure, the consumer has the following obligations:

to send the withdrawal notification within the deadline;
to return the products within the legal deadline;
to properly package the products;
not to damage the products through handling that exceeds what is necessary for their inspection;
to pay the direct costs of return;
to keep proof of shipment of the product until the procedure is completed;
to provide the necessary information for identifying the order and processing the refund;
not to send products different from those for which the return was requested.

20. CONCEPT A TROIS OBLIGATIONS

Concept A Trois has the following legal obligations within the exercise of the right of withdrawal:

to respect the consumer's right of withdrawal under the conditions of the legislation;
not to request justification for the withdrawal;
to refund the amounts owed within the legal deadline;
to use, as a rule, the same payment method used for the initial transaction;
to respect consumer rights regarding the legal guarantee of conformity;
to inform the consumer clearly and comprehensibly regarding their rights and obligations;
to comply with legislation regarding the protection of personal data.

21. PARCELS RETURNED WITH CASH ON DELIVERY / PAYMENT UPON DELIVERY

For returns made based on the right of withdrawal, Concept A Trois does not recommend shipping parcels with cash on delivery to the courier.

Parcels shipped with cash on delivery will be refused when the return procedure has not been previously agreed upon.

The customer must follow the return procedure communicated by Concept A Trois and send the product according to the instructions received.

This provision does not limit the consumer's legal right, but aims to ensure proper identification and processing of the return.

22. PRODUCTS LOST OR DAMAGED DURING RETURN TRANSPORT

If the consumer chooses their own carrier for returning the product, the responsibility for shipment and keeping proof of handover to the carrier belongs to them until the moment the product is received by Concept A Trois, to the extent permitted by applicable legislation.

Therefore, we recommend using a transport service that offers a tracking number and proof of delivery.

If Concept A Trois organizes the return transport, the responsibility for transport belongs to the party organizing and contracting the respective service, according to applicable conditions.

23. PRODUCT COMPLAINTS

If a product has a defect or non-conformity, the customer is asked to contact Concept A Trois at the email address conceptatrois@gmail.com as soon as possible and describe the problem, attaching, when useful, photos or other relevant information.

Submitting a complaint regarding non-conformity does not replace and does not limit the consumer's rights provided for by GEO no. 140/2021.

24. COMPLAINT RESOLUTION

Concept A Trois will analyze each request individually, taking into account:

the nature of the problem;
the purchase date;
the delivery date;
the nature of the product;
the manner of use;
the existence of any potential non-conformity;
the remedies provided by applicable legislation.

Concept A Trois cannot exclude or limit the consumer's legal rights through this policy.

25. COMPLAINTS AND ALTERNATIVE DISPUTE RESOLUTION

Consumers have the right to file complaints with the competent authorities, including the National Authority for Consumer Protection, under the conditions of applicable legislation.

Before filing an external complaint, Concept A Trois recommends contacting the customer service team for an amicable and swift resolution of the situation.

Concept A Trois will cooperate with the competent authorities and will respect consumer rights established by applicable legislation.

26. PERSONAL DATA PROTECTION

Data provided within a return, exchange or complaint request will be processed in accordance with applicable legislation on personal data protection, including Regulation (EU) 2016/679 – GDPR.

Data will be used only to the extent necessary to identify the order, process the return, make the refund, resolve the complaint and fulfill legal obligations.

27. FINAL PROVISIONS

This Return Policy applies to orders placed through the online store shop.conceptatrois.ro.

Concept A Trois reserves the right to update this policy when legislative, operational or commercial changes occur.

No changes to this policy will affect consumer rights for contracts concluded previously, insofar as these rights are protected by applicable legislation.

In case of conflict between the provisions of this policy and the mandatory legal rules applicable to the consumer, the legal provisions prevail.

This policy must be interpreted together with the Terms and Conditions of the online store, the Privacy Policy and other information made available to the consumer before the conclusion of the contract.

Withdrawal notice

In addition to submitting the withdrawal by email to conceptatrois@gmail.com or through the Contact page, this website provides an electronic withdrawal method: submit your withdrawal decision through the form on the Contact page, and upon submission you will automatically receive confirmation of receipt on a durable medium (by email).