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Returns & Refund

We offer a refund on most purchases if returned in the condition in which they were sold within 10 days beginning on the day after you received the Products. The refund is only offered if the Products are not used and returned to us in their original condition. You must return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk.  You must not remove any of the security or other tags from the Product. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.  

Once you decide to return the Products for whatever reason you must not use them and must handle all Products with extreme care while they remain in your possession. The Products must be returned to us intact, undamaged, with their original packaging and as soon as reasonably possible. You must not remove any of the security or other tags from the Product. When trying on items of clothing, please ensure you handle Products with care, do not use unnecessary force and that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the Products. We will be unable to accept the return of any Product where there is evidence that these instructions have not been followed. 

If the Product you received is faulty or if you have received an incorrect Product to that which you ordered, please contact office@poelle.ro quoting your order reference number, your name and address, contact phone and details of the Product as well as the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Once we have received the Product, we will inspect the Product and issue you a refund or a replacement (as requested) if appropriate, subject to our confirmation of the fault. 

All returns should go to the below address: 
2, Aleea Lunca Bradului street, building H5, 1st enterance, 2nd floor, apartment 12, 3rddistrict, Bucharest

The Products is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the Products. We recommend that you use Special Delivery or if that is not available in your territory, use an insured carrier service. In case of dispute, we also recommend you retain proof of sending. The cost of returning the Products to us is your responsibility, except where the Products are faulty as confirmed by us. 

When you return a Product to us for a refund: 

For any other reason, including faulty Products, we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.  If the refund is confirmed by us, we will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty Product. Products returned by you because of a defect that has been confirmed by us will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.  In all other situations, you will be responsible for the cost the delivery charges and the cost of returning the Product to us. 
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.