RETURN POLICY

of the White Lily Naturals online store

I. GENERAL INFORMATION

Art. 1. This Return Policy ("Policy") sets out the conditions, time limits, and procedure applicable to exercising the right of withdrawal from the contract and to returning products purchased from the White Lily Naturals online store, accessible at www.whitelilynaturals.ro ("Online Store"), owned and operated by SC FOR HAPPY SOULS SRL, with registered office in Sinaia, Str. Stânjeneilor No. 5, Bl. 3, Sc. A, Ap. 5, registered with the National Trade Register Office under no. J 29/1899/2020, Tax ID/VAT No. (CUI/CIF) 43193320 ("Provider" or "Trader").

Art. 2. This Policy supplements the provisions of the Online Store's Terms and Conditions of use and Privacy Policy, and does not affect the rights granted to Consumers under applicable legislation, in particular Government Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with traders ("GEO 34/2014") and Government Ordinance No. 21/1992 on consumer protection.

II. RIGHT OF WITHDRAWAL FROM THE CONTRACT (14-DAY RETURN)

Art. 3. (1) As a consumer, you have the right to withdraw from the sale contract, without needing to justify your decision and without bearing any costs other than those set out in Articles 9–11 of this Policy, within 14 calendar days.

(2) The 14-day period referred to in para. (1) is calculated:

from the date on which you, or a third party other than the carrier indicated by you, takes physical possession of the products; or
if the products ordered are part of a single order but are delivered separately, from the date on which you take physical possession of the last product delivered; or
in the case of delivery of a product consisting of multiple lots or pieces, from the date on which you take physical possession of the last lot/piece.

Art. 4. To exercise your right of withdrawal, you must inform us, before the 14-day period expires, of your decision, through an unequivocal statement, sent by:

completing the standard withdrawal form set out in the Annex to this Policy and sending it to the e-mail address forhappysouls@gmail.com; or
any other unequivocal statement (a letter sent by post/courier, a freely worded e-mail, a message sent through the website's contact form) expressing your intention to withdraw.

To meet the deadline, it is sufficient to send the communication regarding the exercise of the right of withdrawal before the 14-day period expires.

III. PRODUCTS EXCEPTED FROM THE RIGHT OF WITHDRAWAL

Art. 5. (1) Since the products sold in the Online Store are, for the most part, cosmetic and personal care products, please note that, pursuant to Art. 16(e) of GEO 34/2014, the right of withdrawal cannot be exercised for sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the consumer.

(2) Accordingly:

cosmetic products (creams, oils, serums, balms, soaps, shampoos, make-up products, etc.) may be returned only if their original sealed packaging is intact, unopened, and undamaged;
a product that has been unsealed, tested, or used, even partially, can no longer be the subject of a return, regardless of the reason, since, for hygiene reasons, it can no longer be placed back into commercial circulation;
if you purchased several units of the same product and wish to return all of them, only one of those units may be unsealed for the purpose of verifying conformity; the remaining units may be accepted for return only if they remain sealed.

(3) The exception above does not apply to products that have manufacturing defects or that do not match the description in the Online Store; for these situations, the provisions of Section VIII of this Policy apply.

IV. CONDITIONS FOR ACCEPTING A RETURN

Art. 6. To be accepted, a returned product must cumulatively meet the following conditions:

be sealed, in its original packaging, unopened and unused, in accordance with Section III;
have its labels and sealing elements intact and undamaged;
show no physical alterations, impact marks, scratches, or signs of use or testing;
be accompanied by all accessories and any gifts/bonuses received with that product, as well as the fiscal document (invoice/receipt) issued upon delivery;
be shipped back in the same condition in which it was received, properly packaged so as to be protected during transport.

Art. 7. You are liable for any diminished value of the products resulting from handling them in a way other than what is necessary to establish their nature, qualities, and functioning. The Provider reserves the right to proportionally reduce the amount reimbursed, or to refuse the return, where the product does not meet the conditions set out in Art. 6.

V. RETURN PROCEDURE

Art. 8. The return procedure is carried out as follows:

Notifying the withdrawal – send the withdrawal statement in accordance with Art. 4, within 14 days of receiving the products.
Confirmation – the Provider will confirm receipt of your withdrawal statement by e-mail, without undue delay, and will provide you with the return address and instructions.
Packaging the product – package the product (preferably in its original box or a similar one) so that it is protected from impact during transport, and include the completed return form together with the invoice/receipt.
Shipping the package – ship the package, within no more than 14 days from the date you informed us of your decision to withdraw, by courier, to: Bordenii Mari, Str. Buzești No. 43, Prahova, marking the package "RETURN" and including the order number. Returns sent via Romanian Post (Poșta Română) or with cash-on-delivery payment are not accepted.
Receipt and inspection – once the package is received, the products are inspected in terms of quantity and quality, to confirm compliance with the conditions set out in Art. 6.
Reimbursement – if the products meet the return conditions, the Provider will proceed with reimbursement in accordance with Section VII.

VI. RETURN COSTS

Art. 9. (1) The direct costs of returning the products (shipping to the Provider) are borne by the Consumer, except where the Provider has expressly agreed to bear them, or where the return is the result of an error on the Provider's part (wrong, defective, or non-conforming product).

(2) If you benefited from free delivery, and the value of the remaining order after a partial withdrawal falls below the threshold that qualified you for free delivery, the Provider is entitled to deduct the corresponding delivery cost from the amount reimbursed, in accordance with the information displayed in the Online Store at the time the order was placed.

(3) The Provider does not reimburse additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by the Provider.

VII. REIMBURSEMENT OF SUMS

Art. 10. (1) The Provider shall reimburse all sums received from you, including standard delivery costs, without undue delay and in any case no later than 14 days from the date on which it was informed of your decision to withdraw.

(2) The Provider may withhold reimbursement until the returned products are received, or until proof of their shipment is provided, whichever occurs first.

(3) Reimbursement shall be made using the same payment method used for the initial transaction, unless you expressly agree to a different method; in any case, you will not be charged any additional costs as a result of the reimbursement.

VIII. DEFECTIVE, TRANSPORT-DAMAGED, OR NON-CONFORMING PRODUCTS

Art. 11. (1) If the product you received has manufacturing defects, has been damaged during transport, or does not match the description in the Online Store, please inform us as soon as possible at forhappysouls@gmail.com or by phone at 0771.261.275, attaching relevant photos of the product and its packaging.

(2) In these situations, you benefit from the legal conformity warranty, under applicable legislation, regardless of the 14-day period set out in Section II. The Provider will review your request and, as appropriate, proceed with replacing the product, repairing it, or refunding its value, at no cost to you, including return shipping costs, where the non-conformity is attributable to the Provider.

(3) The return of damaged, defective, or non-conforming products is not conditioned on keeping the original seal/packaging, where the damage or defect was found after unsealing, within the normal limits necessary to inspect the product.

IX. PRODUCT EXCHANGES

Art. 12. If you would like to exchange a product (for example, for a different variant, scent, or size), please contact us at forhappysouls@gmail.com. An exchange is only possible if the product meets the conditions set out in Art. 6 (sealed, unused) and is subject to the availability in stock of the product requested in exchange. Shipping costs associated with the exchange are borne by you, except where the exchange is due to an error by the Provider.

X. CONTACT DETAILS FOR RETURNS

Art. 13. For any request related to returns, you may contact us at:

SC FOR HAPPY SOULS SRL Return address: Bordenii Mari, Str. Buzești No. 43, Prahova Phone: 0771.261.275 E-mail: forhappysouls@gmail.com Website: www.whitelilynaturals.ro

XI. FINAL PROVISIONS

Art. 14. This Return Policy forms an integral part of the White Lily Naturals Online Store's Terms and Conditions of use and supplements them, together with the Privacy Policy. In the event of any inconsistency between this Policy and applicable consumer protection legislation, the legal provisions more favorable to the Consumer shall prevail.

Art. 15. The Provider reserves the right to periodically update this Policy, following the User notification procedure set out in the Online Store's Terms and Conditions.

ANNEX – Standard withdrawal form

(complete and send this form only if you wish to withdraw from the contract)

To: SC FOR HAPPY SOULS SRL, Bordenii Mari, Str. Buzești No. 43, Prahova, e-mail: forhappysouls@gmail.com

I/We* hereby inform you that I am withdrawing from the contract for the sale of the following goods:

........................................................................

Ordered on/received on: ........................................

Order number: ........................................

Name of the consumer(s): ........................................

Address of the consumer(s): ........................................

IBAN account (for reimbursement, if payment was made by cash on delivery/cash): ........................................

Signature of the consumer(s) (only if the form is submitted on paper): ........................................

Date: ........................................

Return policy