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Refund policy

Last updated: 8 July 2026

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, without giving any reason, within 14 days of receiving the product (or the last product in the same order). You may exercise this right in either of the following ways:

  • Online (recommended): using the withdrawal function in your customer account at account.pruna.ro — accessible at any time via the "Withdraw from contract" link in the site footer;
  • By email: sending an unambiguous declaration to orders@pruna.ro. You may use the model form in section 10, but it is not mandatory.

If your order has not yet been dispatched, you may withdraw from (cancel) it in the same ways. We will confirm receipt of your withdrawal request without delay, by email, including the content of your request and the date and time it was submitted.

3. Effects of Withdrawal

  • We will refund all sums received from you, including the cost of standard initial delivery (if any), within 14 days from the day we are informed of your decision to withdraw.
  • We will not refund any additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer.
  • We may delay the refund until we have received the goods back or you have supplied proof of dispatch, whichever is earlier.
  • Refunds are made using the same payment method used for the original transaction, unless you expressly agree otherwise; you will not incur any fees as a result of the refund.

4. Condition of Textile Items. Please return products unworn and unwashed, free from marks or odours (makeup, deodorant, perfume, etc.), with original labels attached and, where possible, in the original packaging. You may handle the products only as needed to establish their nature, characteristics and functioning — as you would in a fitting room. You remain liable for any diminished value of the goods resulting from handling beyond this, and we may deduct a justified, proportionate amount from the refund in such cases. The return itself will not be refused on this ground.

5. Return Process

Online (recommended):

  1. Log in to your account at account.pruna.ro, open the order and select "Request return", choosing the products you wish to return. You will receive an email confirming your request immediately.
  2. Once the return is confirmed, pack the product appropriately.
  3. Ship the parcel by courier within 14 days of notifying us, to: Drumul Fermei 65C, Popești-Leordeni, Ilfov, Romania.
  4. Retain proof of dispatch (AWB/tracking number).

By email: write to orders@pruna.ro with the subject line "Return #[order number]", then follow steps 2–4 above.

6. Return Shipping Costs. The direct cost of returning the goods is borne by the customer, except in cases of non-conformity (defective or incorrect product), in which case the 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 – Legal Guarantee of Conformity. All products benefit from the legal guarantee of conformity of 2 years from delivery, in accordance with the law. If a product is non-conforming (defective or incorrect), we will arrange repair or replacement within a reasonable time and without significant inconvenience to you; if this is not possible or would be disproportionate, you are entitled to a proportionate price reduction or termination of the contract. All costs related to the remedy (including shipping) 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 proportionate 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), Drumul Fermei 65C, Popești-Leordeni, Ilfov, orders@pruna.ro: I hereby withdraw from the contract for order no. [ ], received on [ ]. Name: [ ], Address: [ ], Phone/Email: [ ], Products: [ ]. Date: [ ], Signature (only if submitted on paper): ______"

To submit a withdrawal or 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 applies to consumers only and does not apply to B2B transactions.

12. Disputes. We aim to resolve any dispute amicably. Failing that, consumers may use the alternative dispute resolution (SAL) procedure through the SAL Directorate within the National Authority for Consumer Protection (ANPC) — details at anpc.ro. The EU ODR platform is no longer operational.