Returns & Refunds
If a product isn't right, we'll make it right. Our policy follows EU consumer law and, on most lines, goes further.
30-day return window
Stock items can be returned within 30 days of delivery for a full refund. Items must be unopened, unused, and in original packaging. Custom and private-label runs are not returnable once production has started — we always share a proof for sign-off before that point.
How to return
Email returns@produsehotel.ro with your order number and we'll arrange a collection at our expense for defective or mis-shipped items. For standard returns, we'll share a pre-paid label or accept drop-off at the carrier of your choice.
Refund timeline
Refunds are issued within 5 business days of receiving the returned goods, to the original payment method. Bank processing can add another 2–5 days depending on your card issuer.
Damaged or missing items
If a shipment arrives damaged or short, please photograph the parcel and contents and notify us within 48 hours. We'll dispatch replacements or issue a credit the same day.