Return Policy for Digital and Physical Products
This return policy governs the process for returning both digital and physical products purchased from our online store. Please read this policy carefully before making a purchase.
1. Products Covered by This Policy
This return policy applies to both digital products (downloadable files: e-books, online courses, audio/video files, software, etc.) and physical products purchased from our website.
2. Nature of Digital Products
Digital products are considered intangible goods, and once they have been downloaded or accessed, they cannot be returned in the same manner as physical products. Therefore, we do not accept returns for digital products that have been downloaded or accessed.
3. Requirements for Returning Digital Products
- To request a return for digital products, you must contact our support team within 24 hours of the purchase date.
- A return can only be accepted if the digital product has not been downloaded or accessed.
- If you encounter technical issues with the product, please contact us for technical support. If the technical issues cannot be resolved, we may evaluate the case for a potential return.
4. Conditions for Returning Physical Products
Clients of EXPERT LASH SRL may return purchased physical products under the following circumstances:
- The product does not match the specifications listed on the website.
- The package shows severe damage.
- Incorrect products were delivered.
Consumers have the right to unilaterally terminate the distance contract without penalties and without providing a reason, within 14 calendar days of receiving the product.
The only costs that may be incurred by the consumer are the direct return shipping costs, in accordance with Government Emergency Ordinance No. 34/2014, for individuals purchasing products from websites using remote communication techniques.
The client is required to notify EXPERT LASH SRL of their intention to return the purchased products through any communication channel (email: contact@expert-lash.com) or by returning the product within a maximum of 14 calendar days from receiving the products.
In the case of a refund for the product’s value, it will be processed within 14 calendar days of receiving the products, via bank transfer.
The cost of additional services, including but not limited to product transport, paid by the client, is non-refundable.
In all cases, the return/re-shipping costs will be covered by the client.
- The client must return the products in impeccable condition, unused/untested, with the original seal and packaging, in a condition suitable for resale. Products must be returned with any accompanying accessories/free gifts, in the original packaging, to the headquarters of EXPERT LASH SRL, Strada ANTON PANN, Nr. 14-16, Parter, Cluj-Napoca, along with the completed return form and the invoice marking the products being returned.
For returning products, please fill out the form below.
5. Exceptions and Limitations
- We do not offer refunds for mistaken purchases or changes in customer preference after the digital product has been downloaded.
- Products purchased during promotions or special offers are not eligible for returns unless the product is defective or non-functional.
6. Refund Process
- If you are eligible for a return of digital products, we will process the refund within 10 business days after the return request has been approved.
- For physical products, refunds will be made within 14 calendar days of receiving the products.
- The refund will be made using the same payment method used for the purchase.
7. Contact
For any questions or to request a return, please contact us at contact@expert-lash.com or at +40 742 359 107.
To return the products, please complete the form below.
Why is the return policy important?
Satisfied customers: The return policy allows customers to return unused or non-conforming products, ensuring their satisfaction.
Trust and loyalty: A clear and flexible return policy demonstrates commitment to customer satisfaction, building trust and loyalty.
Legal compliance: Adhering to the return policy is essential to avoid legal issues and to remain compliant with consumer rights regulations.