Refund policy
Delivery is carried out via the CARGUS network only within Romania, and DHL network in rest of world, within a minimum of 2 days and a maximum of 18 working days from the correct placement of the order, to the address specified by you, depending on the characteristics of each product. In case of Force Majeure, delivery may be delayed.
Please use an address where you can be reached between 9:00 AM and 6:00 PM on working days, as deliveries are made only during this period. The parcel fee is determined by the courier company and may vary between 15 - 60 EUR + VAT (depending on the accessibility of the delivery address). It is possible to open the package upon receipt and return it for free if you no longer want the purchased product within 14 days.
Attention: We reserve the right not to send further orders to individuals who have not fulfilled their financial or other obligations to CARESTA BAGS. Furthermore, the contract will be interpreted and executed in good faith. Any abuse will lead to the termination of any contractual relationship.
Orders are processed and delivered from Monday to Saturday, excluding holidays. Orders received after 4:00 PM will be processed and shipped the following day. Orders received after 4:00 PM on Friday will not be processed until the following week, Monday. The delivery period begins upon receipt of the order shipment confirmation email.
CARESTA BAGS is not responsible for unforeseen delays. Except in cases of Force Majeure, orders will be delivered within a maximum of 18 working days from the order confirmation date. Please check the conformity of the order upon delivery: the number of boxes, the integrity of the package, and the correspondence of the delivery code with that of the order.
Please report any non-conformities in writing, both in the courier company's documentation and to the email address office@caresta.ro. If the received product is damaged, it is advisable to return it in its original condition, unused, and with the labels intact.
The loss or damage of products ordered on the Site becomes your responsibility once the transport documents are signed.
In order for the return of products to be accepted, they must be in the same condition in which they were delivered to you (with the original Caresta tags, not worn or damaged; integrity of the accompanying documents). The package must also contain the Return Form completed with all the necessary information.
To expedite your return request as quickly as possible, we recommend returning the products via DHL. The buyer can opt to replace the returned product with another available in stock. If you wish to replace the returned product with another available in stock, the shipping costs will be borne by you, the customer. Replacement with a product of higher value requires the payment of the difference upon receipt of the package.
The refund for the returned product will be made within a maximum of 14 calendar days via bank transfer to the IBAN account specified in the Return Form. If you received a different product than the one ordered or a defective product, contact the Caresta Bags team within 72 hours (tel 0766200357, e-mail: office@caresta.ro, or at Str. Alexandru Ioan Cuza, no. 35, Alba County, Alba Iulia) to report the situation, and we will ensure that the product is replaced with a new one or the money is refunded. The return of the product should be sent to: Caresta Bags SRL, Str. Alexandru Ioan Cuza, no. 35, Alba Iulia, Alba County, postal code 510191, Romania.
The return and transport costs for the replacement product, if applicable, are covered by Caresta Bags. For products whose packages show visible damage upon receipt by the courier, we recommend refusing their acceptance, specifying this reason in writing.
If the product is custom-made for the client and modified according to their requirements, we reserve the right to limit the right to return in accordance with current legislation, which stipulates that for any custom-made product, there is no right to return. Exceptions are products that present a quality defect.
According to GEO 34/2014 art. 16 lit c) – “The right of withdrawal provided for in Articles 9-15 does not apply to distance and off-premises contracts as regards the following: [...] c) the supply of products made to the consumer’s specifications or clearly personalized [...].
The direct costs of returning products are the responsibility of the buyer. To exercise the right to unilaterally terminate the contract, you must inform us in writing by completing the Return Form and sending it to office@carestaofficial.com.
Refunds will be made within a maximum of 14 days from the date of return acceptance by CARESTA BAGS.