Right of withdrawal and returns

WITHDRAW FROM CONTRACT HERE

Enter your name, order number and e-mail address, then click “Confirm withdrawal”. You will immediately receive an acknowledgement of receipt by e-mail, showing the date and time it was sent.

1. 14-day right of withdrawal

If you bought as a consumer on carestaofficial.com, you have the right to withdraw from the contract within 14 calendar days without giving any reason and without any costs other than those set out below, in accordance with Romanian Government Emergency Ordinance no. 34/2014 on consumer rights (implementing EU Directive 2011/83/EU).

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the product. If you ordered several products delivered separately, the period runs from receipt of the last product.

2. How to exercise the right of withdrawal

You can inform us of your decision to withdraw in any of the following ways:

1. Online, using the “Withdraw from contract here” function – available on this page, in the website footer and in your account. Enter your name, order number and e-mail address, then click “Confirm withdrawal”. You will immediately receive an acknowledgement of receipt by e-mail, showing the date and time it was sent.
2. Using the withdrawal form – the model is available on the Withdrawal form page; send it by e-mail to office@carestaofficial.com or by post to Str. Alexandru Ioan Cuza nr. 35, Alba Iulia, Alba County, 510191, Romania. Using the form is not mandatory.
3. By any other clear statement (for example, an e-mail) setting out your decision to withdraw.

To meet the deadline, it is sufficient to send your communication before the 14-day period has expired.

3. Returning the product

• Send the product back without undue delay and no later than 14 days from the day you informed us of your withdrawal, to: Str. Alexandru Ioan Cuza nr. 35, Alba Iulia, Alba County, 510191, Romania.
• For deliveries in Romania, the return shipping cost is paid by CARESTA. For deliveries to other countries, you bear the direct cost of returning the product; for deliveries outside the European Union, any customs duties related to the return are also paid by the customer.
• We recommend packing the product carefully, preferably in the packaging and dust bag you received, and using a tracked shipping service. The original packaging is not a condition for exercising the right of withdrawal.

4. Refunds

• We will refund all payments received from you, including the original delivery cost (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the day we were informed of your decision to withdraw.
• We may withhold the refund until we have received the product back or you have supplied proof of having sent it, whichever is earlier.
• We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. For cash-on-delivery orders, please provide us with an IBAN. You will not incur any fees as a result of the refund.
• The refund is made in the currency in which you paid (the currency shown at checkout) and for the same amount. Any conversion fees charged by your bank are outside CARESTA’s control.

5. Condition of the returned product

You may examine the product as you would in a shop: look at it, try it on, check the compartments and the closure.

You are only liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning (for example: signs of wear, scratches, stains, odours, removed product tags, items left inside). In that case, we may deduct the amount of the diminished value from the refund, and we will explain it to you in writing.

6. Exceptions to the right of withdrawal

The right of withdrawal does not apply to products made to your specifications or clearly personalised, namely:

• bags created through the “Create your bag” service, where you choose the model, leather, colour or hardware;
• products from the “Atelier – made to order” section, made specifically for you after the order is placed;
• products from the “Private Collection” made on request;
• products to which, at your request, we have added initials, engraving or other personalisation.

For these products, we inform you explicitly on the product page and before you place your order. The legal guarantee of conformity still applies to them.

7. Defective or non-conforming products

If the product you received is damaged or does not match your order, this is not a withdrawal but a matter for the legal guarantee of conformity – all costs are paid by CARESTA. See Legal guarantee of conformity.

Last updated: September 2026