Free delivery for orders of minimum 300 lei

Free delivery for orders of minimum 300 lei

Free delivery for orders of minimum 300 lei

Refund policy

Returns & Refund Policy – pruna.ro

1. Scope This policy applies exclusively to online orders placed on pruna.ro. We have no physical store and do not offer in-person collection.

2. Right of Withdrawal (Consumers) You have the right to withdraw from the contract within 14 days of receiving the product (or the last product in the same order). To exercise this right, send an unambiguous declaration to orders@pruna.ro. No reason is required.

3. Effects of Withdrawal

  • We will refund the price paid and the cost of standard initial delivery (if applicable).
  • We will not refund any additional costs arising from express or special service options.
  • We may delay the refund until we receive the goods or proof of dispatch.
  • Refunds are made using the same payment method unless otherwise agreed.
  • The cash on delivery (COD) fee is non-refundable, as it represents a service rendered by the courier at the time of delivery.

4. Conditions for Textile Items Products must be returned unworn and unwashed, free from marks or odours (makeup, deodorant, perfume, etc.), with original labels attached and, where possible, in the original packaging. Only handling necessary to assess the nature, characteristics, and functioning of the products is permitted. We reserve the right to deduct a justified amount from the refund for any diminution in value caused by excessive handling.

5. Return Process

  1. Email us at orders@pruna.ro with the subject line "Return #[order number]".
  2. Once confirmed, pack the product appropriately.
  3. Ship the parcel by courier within 14 days of notification to: Drumul Fermei 65C, Popești-Leordeni, Ilfov, Romania.
  4. Retain proof of dispatch (AWB/tracking number).

6. Return Shipping Costs Return shipping costs are borne by the customer, except in cases of non-conformity (defective or incorrect product), in which case costs are covered by pruna.ro.

7. Size / Model Exchange Exchanges are possible subject to available stock. Contact us at orders@pruna.ro. Shipping costs may apply.

8. Non-Conforming Products – Statutory Guarantee If a product is non-conforming (defective or incorrect), we will arrange repair or replacement within a reasonable timeframe; if this is not possible or would be disproportionate, a price reduction or contract termination will be offered. Shipping costs related to the remedy are covered by pruna.ro.

9. Promotions, Bundles & Gift Cards

  • Promotional items may be returned under the same conditions; we will refund the actual price paid.
  • Bundles/sets must be returned in full unless otherwise stated in the offer.
  • For incomplete sets or partial returns, we reserve the right to retain a proportional amount for missing or damaged items.
  • Gift cards are non-refundable, except as required by law.

10. Model Withdrawal Form "To BY PRUNA SRL (pruna.ro): I hereby withdraw from the contract for order no. [], received on []. Name: [], Address: [], Phone/Email: [], Products: []. Date: //____, Signature (if on paper): ______"

To submit a return request online, visit: https://account.pruna.ro

11. B2B For business customers, returns are accepted only under the agreed commercial terms. The statutory 14-day right of withdrawal does not apply to B2B transactions.

12. Disputes We aim to resolve any dispute amicably. Failing that, ADR procedures may be used; the EU ODR platform is no longer operational.