Return & Refund Policy

Return & Refund Policy

Last updated: June 2026

At Maison Noéthra, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures regarding returns and refunds, in accordance with Romanian Government Emergency Ordinance no. 34/2014 (implementing EU Directive 2011/83/EU on consumer rights).

1. Right of Withdrawal (14-Day Return)

As a consumer purchasing online, you have the right to withdraw from your order within 14 calendar days from the date you receive your products, without providing any reason.

To exercise this right, please notify us within the 14-day period by contacting us at the email address indicated on the website. You may use the standard withdrawal form below or send any other clear written statement.

2. Conditions for Returns

To be eligible for a return, products must:

  • Be returned within 14 days of notifying us of your withdrawal
  • Be in their original condition, unused and undamaged
  • Be in their original packaging, with all labels and seals intact
  • Be accompanied by proof of purchase (order confirmation or receipt)

Please note: For hygiene reasons, certain products (such as opened perfumes or candles that have been used) cannot be returned unless they are defective.

3. Non-Returnable Items

The following items are exempt from the right of withdrawal:

  • Sealed products that have been opened after delivery and are unsuitable for return due to health protection or hygiene reasons
  • Personalised or custom-made products
  • Products that have been clearly used or damaged by the customer

4. Return Process

  1. Contact us at the email address on the website within 14 days of receiving your order
  2. We will provide you with return instructions and the return address
  3. Pack the item(s) securely in the original packaging
  4. Ship the return at your own cost (unless the product is defective or incorrectly sent)
  5. We recommend using a tracked shipping service, as we cannot be held responsible for lost returns

5. Refunds

Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days of receiving the returned goods, using the same payment method used for the original purchase.

We will refund the full product price including standard delivery costs. Additional costs (e.g., express delivery chosen by the customer) will not be refunded. Return shipping costs are borne by the customer unless the return is due to our error or a defective product.

6. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us immediately at the email address on the website. We will arrange a replacement or full refund at no additional cost to you, including return shipping.

7. Standard Withdrawal Form

To: Maison Noéthra — [email address]
I hereby give notice that I withdraw from my contract of sale of the following goods:
— Order number: ___________
— Received on: ___________
— Name of consumer: ___________
— Address of consumer: ___________
— Signature (if submitted on paper): ___________
— Date: ___________

8. Contact

For any questions regarding returns or refunds, please contact us at the email address indicated on the website.

This policy is for general informational purposes. We recommend consulting a legal professional to ensure full compliance with applicable consumer protection laws.