1. Return period

a. From the moment your entire order is received, we offer you a 14-calendar-day return period, in accordance with the provisions of Government Emergency Ordinance (“OUG”) no. 34/2014 on consumer rights.

b. To exercise this right, you must inform us of your decision to return the product by means of a clear, direct, and unambiguous statement through one of the methods listed in Article 2. of this policy, sent before the expiration of the 14-day period.

c. Return requests will not be processed if they are submitted after the expiration of the 14-calendar-day period.

d. The return request must be submitted before the legal 14-calendar-day period from the receipt of the product. The date on which we receive your request will be considered the date of registration of the return request.

e. In the event that we process the request after the 14-day period, any delays are attributable to us and do not affect your right of return, provided that the request was sent within the legal timeframe.

2. Methods for submitting a return request

2.1. Return form

a. The return form is the simplest, clearest, and most unambiguous way to exercise your right. It is available on our Return and Refund page.

b. The moment you submit the return form is considered the moment your request is registered.

c. Through the form, we request the following information from you, which is absolutely necessary for providing the service (Execution of the mutual contract (Art. 6(1)(b) GDPR)): Full name, Email address, Phone number, Order number, Reason for the return (if you wish to share it), Photos of the products from various angles, Preferred refund method (if different from the original).

If, for any reason (technical, personal, or other), you encounter difficulties in completing the form, we provide you with the following alternative methods to exercise your right of return:

2.2. Email

a. You can exercise your right of return by sending an email to our contact address: contact@animamea.ro .

b. If you choose this method, we ask that you use a clear and unambiguous statement of your wish to return the product, without including personal information unless explicitly requested by our team. Our team can identify you using your order number and the email address from which you contact us.

c. We ask you to include the order number in order to offer you the most efficient assistance.

d. We do not process requests sent by email that contain ambiguous language or do not explicitly express the wish to do a return.

e. If you initially contact us by email regarding other aspects of your order and later decide to initiate the return process, your return request will be recorded on the date you explicitly submit the return request, not on the date you opened the customer service ticket for information.

f. If you choose to use this method, you are still required to provide the information requested in the return and refund form, as it is necessary for us to deliver the service to you (Execution of the mutual contract – Art. 6(1)(b) GDPR). Our team will assist you in providing this information.

2.3. Phone call / WhatsApp

a. You can exercise your right of return by making a phone call to the number +40771239915 or by sending a message via the WhatsApp platform.

b. When making phone calls (including those made through the WhatsApp platform), please take into account our working hours: Monday – Friday: 10:00 EET – 16:00 EET; Saturday and Sunday: Unavailable.

c. We reserve the right not to answer calls made outside our working hours, as well as spam calls.

d. We reserve the right not to consider the lack of a phone response on our part as a valid reason for your delay in submitting your return request, as we provide you with sufficient alternative methods to exercise this right.

e. If you make a phone call, please note that our calls are not recorded.

f. As per point (e), a return request made by phone is not considered official and will not be recorded until you confirm your request in writing (email, WhatsApp message, or alternative method). The date on which you make the phone request will be considered the date of submission, and the written confirmation must be provided within 2 calendar days from the phone request.

g. If you send a message via the WhatsApp platform, please use a clear and unambiguous statement of your wish to return the product, without including personal information unless explicitly requested by our team. Our team can identify you using your order number and the email address from which you contact us.

h. Please include your order number so that we can provide assistance as efficiently as possible.

i. We do not process requests sent via WhatsApp that contain ambiguous language or do not explicitly express the wish to return the product.

j. If you initially contact us via WhatsApp regarding other aspects of your order and later decide to initiate the return process, your return request will be recorded on the date you explicitly submit it, not on the date you opened a customer service ticket for information.

k. If you choose to use this method, you are still required to provide the information requested in the return and refund form, as it is necessary for us to provide the service to you (Execution of mutual contract – Art. 6(1)(b) GDPR). Our team will assist you in providing this information.

2.4. Other methods

a. We will not process return requests submitted through any other methods that have not been mentioned above in sections 2.1–2.3.

3. Return request processing time

a. The processing time for your return request (regardless of the method used, as mentioned in sections 2.1–2.3) is 1–3 business days.

b. Please note that spam or repeated requests will not result in faster processing of your case. We ask for your understanding and consideration for our other customers in similar situations.

4. Condition of the goods on return request

a. If you have met all the conditions mentioned above and your request has been accepted, we reserve the right to check the condition of the products included in your order before initiating the return.

b. Regardless of the request method you choose, we will require photo and/or video materials (as applicable) demonstrating the condition of the product.

c. We cannot initiate a return if:

1. all or part of the products in the order are damaged, destroyed, show visible signs of use, or have been used improperly;
2. all or part of the products in the order are missing;
3. all or part of the products in the order are not accompanied by the original packaging;
4. all or part of the products in the order are not shown in the requested photos from the required angles;
5. the outer packaging, or all or part of the products in the order, is visibly damaged, and you have opened or handled the contents without submitting a request accompanied by evidence within the first 24 hours of receiving the package (see Article 8. Special Cases).

d. We can initiate a return if:

1. all products in the order are not damaged, destroyed, or showing visible signs of use;
2. all products in the order are present;
3. all products in the order are accompanied by the original packaging;
4. all products in the order are shown in the requested photos from the required angles;
5. the outer packaging and the products are not visibly damaged or destroyed (to ensure product safety during the return).

e. We reserve the right to request additional photo/video materials (as applicable) if:

1. you have not followed the requested angles;
2. you have not included all products from the order;
3. the media files are dark or do not clearly show the condition of the products;
4. the products are made of fragile materials and we require a more careful inspection.

5. Return Initiation

a. If the photo/video materials (as applicable) have been approved, your return request will be initiated, and you will receive instructions via your email with the next steps within a maximum of 3 business days.

b. If you have any questions, concerns, or need any assistance, even after the return has been initiated and you have received the instructions, please use any of the contact methods provided to you.

6. Condition of the goods at refund initiation

a. We reserve the right not to initiate the refund process until we have conducted an analysis of the condition of the returned goods.

b. The goods analysis will be carried out within a maximum of 24 hours from the receipt of the goods in our location.

c. Upon receiving the package at our location, we will perform an inspection and archive photo and video materials of the arrival. You have the right to request these photo/video materials that demonstrate the condition of your return.

d. We reserve the right not to (yet) initiate the refund if:

1. all or part of the products in the order are damaged, destroyed, show visible signs of use, or have been used improperly;
2. all or part of the products in the order are missing;
3. all or part of the products in the order are not accompanied by the original packaging;
4. the outer packaging, or all or part of the products in the order, is visibly destroyed.

e. We reserve the right not to initiate the refund immediately if we need to investigate the carrier to determine that the product(s) was/were damaged / stolen during transit—from the moment we received the photo/video materials (as applicable) from you until arrival at our warehouse, due to handling during shipping. The refund process will be on hold until both you and the carrier have been informed of the incident and the investigation has been completed.

7. Refund initiation and refunded sum formation

a. Following the goods inspection, you will receive a written confirmation by email stating that the analysis process has been successfully completed. The refund will be initiated immediately after this confirmation is sent.

b. Refunds are issued only through the methods specified in the return form ((i) Original method, or others - more specific: (ii) Card refund, (iii) Bank transfer, (iv) Store coupon / voucher).

c. Refunds are issued only through the method selected during your return request and cannot be changed after the request has been submitted.

d. Refunds are issued through the method selected during your return request within a maximum of 3–5 business days from the moment the confirmation is sent.

e. Refunds are issued without any processing fees for the customer, unless methods have changed (check f.).

f. If the refund method differs from the original payment method and involves additional costs, these costs will be borne by the customer. You have the right to request a report detailing these additional costs. We recommend choosing the same refund method.

g. Refunds are calculated in accordance with EU Directive 2011/83/EU and Romanian Government Emergency Ordinance no. 34/2014 on consumer rights, as follows:

h. If the order was successfully delivered and you exercise the legal right of withdrawal within 14 calendar days, in accordance with Article 9 of OUG 34/2014, the refunded amount will be the order value plus the standard delivery cost paid by you, from which the direct cost of returning the products to our location will be deducted, as permitted by Articles 13 and 14 of OUG 34/2014.

i. If you invoke a legitimate reason for the return and the product complies with the conditions set out in the previous sections of this policy, you will be exempt also from the return shipping costs. We reserve the right to assess, on a case-by-case and subjective basis, whether the reason invoked is legitimate, in accordance with applicable law and this policy.

j. If you do not collect the package or refuse delivery without expressly exercising the right of withdrawal, this action does not constitute a valid withdrawal under Article 9 of OUG 34/2014. In such cases, we reserve the right to refund only the order value, excluding delivery costs to you and return costs to our location, in accordance with Article 14(2) of OUG 34/2014 and Article 1350 of the Romanian Civil Code.

k. Any subsequent communication by which you express the right of withdrawal within the 14-day period does not eliminate delivery and return costs already incurred as a direct consequence of refusal or failure to collect the package, as these costs arise from non-performance of contractual obligations and are not generated by the lawful exercise of the right of withdrawal, within the meaning of Articles 9 and 14 of OUG 34/2014 and Article 1350 of the Romanian Civil Code.

l. You will receive a detailed report of these costs and you have the right to request, at any time, additional explanations and supporting documents (excluding the provided invoice) justifying the applied costs.

8. Special cases

8.1. Order or products destroyed / damaged / stolen at delivery

a. If the product is damaged, either externally or internally, do not handle or manipulate the package any further and contact us immediately, or the carrier, using any of the methods available to you. Please take several photos or videos (your choice) showing the condition of the package and the products upon arrival. These will be required when we open an investigation with the carrier, and they will also be useful for you if you choose to contact the carrier directly.

b. We reserve the right not to accept such reports if they are not submitted within the first 24 hours of receiving the package.

c. If you have respected this timeframe and contacted us through one of the available methods within the first 24 hours, we will immediately initiate the refund procedure as soon as we receive your message.

d. We personally handle the investigation if you contact us directly, and we can provide information on the progress of the incident investigation upon your request.

e. The refund will be issued using the same method used when placing the order, within a maximum of 3–5 business days from the moment the confirmation is sent.

f. The refund is issued without any fees or additional costs for the customer.

g. The refund includes the full value of the order, including the delivery cost to the customer.

8.2. Wrong order or products

a. If you have received a parcel that was not intended for you, or if the contents of the parcel do not match your order, please contact us as soon as possible. We kindly ask for your understanding regarding errors that may occur due to human factors.

b. Once you contact us and provide photo / video evidence showing the discrepancies or mistakes, we will prepare and ship a new parcel at no additional cost to you.

c. We reserve the right to decline such claims if they are not reported within 24 hours of receiving the parcel.

9. Additional notes

a. Calendar days = any day of the calendar, regardless of whether it is a public holiday or weekend (Saturday, Sunday).
Example: If you received a parcel today and you have a 14-calendar-day return period, and the next 5 days are non-working days (public holidays or weekend), these 5 days are still counted within your return period.

b. Business days = Monday to Friday, except when these days are public holidays.
Example: If you received a return confirmation today and we specify a 3–5 business-day refund period, and the next 5 days are non-working days (public holidays or including a weekend), these 5 days are not counted, as they are not part of the regular working schedule. We cannot guarantee the availability of our services or support during these days.

c. Any changes to this policy will be announced by publishing the date on which the latest modifications were made. This date also becomes the effective date from which the updated policy applies.

d. You have the right to request a previous version of this policy, provided you present a valid and justified reason.