RETURN POLICY

1. DEFINITIONS

ANCEIN / Seller: the company ANCEIN STUDIOS S.R.L., a legal entity of Romanian nationality, having its registered office in Timișoara, Johann Heinrich Pestalozzi Street no. 22, room 208, registered with the Trade Register attached to the Timiș Tribunal under no. J2025078256001, sole fiscal registration code RO52689243, e-mail anceinstudios@gmail.com, telephone 0772177179.

User: (1) a natural person with full legal capacity (is over 18 years old), or a natural person acting through an authorized person, (2) a legal person or (3) a legally established entity, without legal personality but having full legal capacity granted by law to conclude legal acts, who accesses the Site and the Content, regardless of whether or not they have created an Account on the Site.

The registration of natural persons without legal capacity or with limited legal capacity as registered Users through an Account or the placing of Orders through the Site is not permitted. The legal representatives of the aforementioned persons are responsible for any and all damages caused by them.

The use of the Site and the placing of Orders on the Site by Users implies their unconditional acceptance of the clauses specific to the Site in the Terms and Conditions section. The User undertakes the obligation to read these terms carefully before using the Site and/or placing Orders on the Site.

Site: the online store hosted at the address ancein.com, owned and administered by ANCEIN STUDIOS, as well as its subdomains, if applicable.

Content:

  • all data and information on the Site that may be visited, viewed or accessed by using electronic equipment;

  • the content of any e-mail sent to Users by ANCEIN by electronic means and/or any other available means of communication;

  • any information communicated by any means by an employee/collaborator of ANCEIN to the User, according to the contact information, whether or not specified by the latter;

  • information related to the Goods existing on the Site and/or the prices practiced by ANCEIN during a certain period;

  • data regarding ANCEIN or other privileged data thereof.

My account (hereinafter referred to as the Account): the section of the Site consisting of an e-mail address and a password that allows the User who has followed the registration procedure on the Site to submit the Order and which contains information about the User (name, surname, address/addresses, etc.) and his history on the Site (Orders, coupons, etc.); the User is responsible for ensuring that all information entered when creating the Account is correct, complete and updated.

Cart (Shopping cart): the section of the Site that allows the User, regardless of whether or not he has an Account on the Site, to add Goods that he wishes to purchase at the time of adding them (for the User who does not have an Account on the Site) or at a later time (for the User who has an Account on the Site).

Order: an electronic document serving as a form of communication between the Seller and the User through which the User transmits to the Seller, through the Site, his intention to purchase Goods from the Site.

Goods: any product listed on the Site, including the products mentioned in the Order, to be provided by the Seller to the Buyer as a result of the concluded Contract. All Goods presented on the Site are available within the limit of the available physical stock, with the mention that ANCEIN frequently updates its stock, and some Goods may be unavailable on the Site due to temporary desynchronization between the Site and the physical inventory of the Goods.

Campaign: the action of displaying, for commercial purposes, a finite number of Goods having a limited and predefined stock, for a limited period of time established by the Seller.

Contract: represents the distance contract concluded between the Seller and the User, through the Site, as a means of distance communication, without the simultaneous physical presence of the Seller and the Buyer.

Document: these Terms and Conditions.

Promotional messages / Newsletter: a periodic information message sent exclusively electronically, containing general and thematic information, information regarding offers, promotions, Campaigns or contests carried out/organized by ANCEIN during a certain period.

Transaction: the collection or reimbursement of an amount resulting from the sale of a Good by ANCEIN to the User, through the use of the card processor services agreed by ANCEIN or through cash on delivery, regardless of the delivery method.

Specifications: all specifications and/or descriptions of the Goods as stated in their description on the Site.

“Strikethrough Price”: the reference price, namely the lowest price practiced by ANCEIN at least during the last 30 days before the date of applying the price reduction to the Good. According to the law, the Strikethrough Price may also be maintained in the case of successive, gradual reductions. The Strikethrough Price is valid within the limits of the available stock of the Good.

Price: the value of the Good requested by ANCEIN from the User, properly displayed on the product page on the Site. The Seller may display distinctly, in a visible manner, the difference in value or percentage between the Price and the Strikethrough Price. The Price is valid within the limits of the available stock of the Good. The Prices of the Goods on the Site are informative and may be changed without prior notice. For the avoidance of any doubt, we specify that after placing an Order, the prices of the Goods within that Order will not change even if, for example, the price on the Site for those Goods has changed. Promotions and offers presented on the Site are valid during the period mentioned, and if no period is mentioned they are valid within the limits of available stock.

2. CONTRACTUAL DOCUMENTS

2.1 By registering an Order on the Site, the User agrees to the form of communication (phone call, SMS or e-mail) through which the Seller conducts its commercial operations.

2.2 For justified reasons, the Seller reserves the right to modify the quantity of Goods in the Order. If it makes a change to the quantity of Goods in the Order, it will notify the User by phone or e-mail at the telephone number or e-mail address provided to the Seller when placing the Order and will return the paid amount.

2.3 The Contract is considered concluded between the Seller and the User when the User receives from the Seller, by e-mail, the notification of dispatch of the Order referred to in this Document as the Order Dispatch Notification.

2.4 The Document and the information made available by ANCEIN on the Site shall form the basis of the Contract, supplemented, where applicable, by the warranty certificate issued by the manufacturer or supplier of the purchased Goods.

3. ONLINE SALES POLICY

3.1 Access for placing an Order is allowed to any User. ANCEIN reserves the right to restrict the User’s access for placing an Order and/or to some of the accepted payment methods, for justified reasons, namely in the case of serious violation of this Document by the User, meaning situations in which the User breaches the obligations under point 7 below (exhaustive list). The User may contact ANCEIN (by phone at: +40772177179 or by e-mail at: customercareancein@gmail.com) in order to be informed of the reasons that led to the application of the above-mentioned measures.

3.2 The Seller may publish on the Site information about Goods and/or promotions and/or Campaigns carried out by it, during a certain period of time and within the limits of available stock.

3.3 In the case of online payments, the Seller is not/cannot be held responsible for any additional costs borne by the User, including but not limited to commissions applied by the issuing bank of the User’s card. Responsibility for this action lies solely with the User.

3.4 All information used to describe the Goods available on the Site (static/dynamic images/multimedia presentations, etc.) does not represent a contractual obligation on the part of the Seller and is used exclusively for presentation purposes.

4. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

4.1 The Content, as defined in point 1 above, including but not limited to logos, stylized representations, commercial symbols, static images, dynamic images, text and/or multimedia content presented on the Site, is the exclusive property of ANCEIN, which holds all rights obtained in this respect directly or indirectly (through licenses of use and/or publication).

The User is not permitted to copy, distribute, publish, transfer to third parties, modify and/or otherwise alter, use, link to, display, include any Content in any other context than the original one intended by ANCEIN, include any Content outside the Site, remove the signs signifying ANCEIN’s copyright over the Content, as well as participate in the transfer, sale or distribution of materials created by reproducing, modifying or displaying the Content, except with the express consent of ANCEIN.

4.2 Any Content to which the User has and/or obtains access by any means is subject to this Document, if the Content is not accompanied by a specific and valid usage agreement concluded between ANCEIN and the User, and without any implicitly or expressly formulated warranty from ANCEIN regarding that Content.

4.3 The User may copy, transfer and/or use Content only for personal or non-commercial purposes, only if these actions do not conflict with the provisions of this Document.

4.4 If ANCEIN grants the User the right to use certain Content under the terms described in a separate usage agreement, this right extends only to the Content defined in that agreement, only for the duration of its existence or the existence of that Content on the Site or for the period defined in the agreement, according to the conditions specified therein, and does not represent a contractual commitment from ANCEIN towards that User or any third party who may obtain access to such transferred Content and who may be or may become prejudiced in any way by such Content during or after the expiration of the usage agreement.

4.5 No Content transmitted to the User by any means of communication (electronic, telephone, etc.) or obtained by accessing, visiting or viewing the Site constitutes a contractual obligation on the part of ANCEIN and/or of the employee/representative/collaborator of ANCEIN who facilitated the transfer of such Content.

4.6 Any use of the Content for purposes other than those expressly permitted by this Document or by the usage agreement accompanying it, if applicable, is prohibited.

5. ORDER. INVOICING – PAYMENT. DELIVERY OF GOODS

5.1 In order to place an order on the Site, the User must create an Account or directly choose the option “order without a customer account”, available in the “Checkout” form.

5.2 On the page of each Good on the Site you will find the necessary details (Good name, photos, materials and colors, available sizes, size guide, price).

5.3 The Prices of the Goods displayed on the Site are in RON or foreign currency, depending on the country from which the order is placed. Prices include VAT according to the legislation in force and do not include shipping costs. There is no minimum order required.

5.4 The Price, payment method and payment term are specified in each Order.
 The Seller will issue to the User an invoice for the delivered Goods, and the User’s obligation is to provide all the information necessary for issuing the invoice according to the legislation in force.

For Users that are legal persons or legally established entities without legal personality, the information necessary for issuing the invoice according to the legislation in force must be included in the section called “Do you have remarks about the order?”, in the Checkout form, before finalizing the Order.

5.5 By submitting the Order, the User agrees to receive invoices in electronic format, by e-mail, at the address provided by the User.

5.6 The User may place Orders on the Site by adding the desired Good/Goods, for which the size has been previously selected, to the Shopping Cart.

After adding all the desired Goods to the Shopping Cart, the User will complete the Checkout form, including choosing one of the payment methods indicated in the form, after which the User will press “Complete order” and will make the payment by bank card directly on the Site if this is the selected payment method.

Once added to the Shopping Cart, a Good is available for purchase only as long as stock is available. Adding a Good to the Shopping Cart does not guarantee its availability, and adding a Good to the Shopping Cart without finalizing the Order does not automatically register an Order and does not reserve the Good.

Registering an Order does not automatically guarantee the availability of the products included.
 You will receive a separate email once the products in your Order have been verified and handed over to the courier.

5.7 By finalizing the Order, the User confirms that all data provided for the purchasing process are correct, complete and accurate at the time of placing the Order.

5.8 By finalizing the Order, the User agrees that the Seller may contact them by any means available or agreed by the Seller whenever it is necessary to contact the User.

After the Order is finalized, regardless of the payment method chosen by the User, the User will receive the Order dispatch notification from the Seller at the e-mail address provided by the User, according to point 2.3 above.

5.9 The User’s payment card data will not be accessible to ANCEIN and will not be stored by ANCEIN, but only by Shopify, which provides the payment processing service for online bank card payments.

5.10 For transaction security reasons, the User is advised not to remain logged in on the Site and not to set the automatic login option on mobile devices.

Disclosure of the Account password is not permitted and the use of a strong password is recommended (for example: containing at least eight characters, including uppercase letters, lowercase letters, numbers and special characters).

5.11 ORDER CONFIRMATION AND SHIPPING

5.11.1 If the User places an Order on the Site, they will receive from the Seller the Order Dispatch Notification mentioned in article 2.3 above, within 24–48 working hours from the moment the Order is placed.

This notification represents the confirmation of the Order and will be sent after ANCEIN verifies the availability of the Goods in stock.

If stock is available only for part of the Goods in the Order, those Goods will be partially shipped, and ANCEIN will refund the amount paid for the Goods that are unavailable in stock to the bank account from which the payment was made within 24 working hours after sending the notification.

ANCEIN cannot guarantee the time in which the User’s bank account will be credited with the refunded amount, as this depends on the bank or banks involved.

5.12 The Order Dispatch Notification sent by the Seller will contain: the Order status, the invoice related to the Order, the tracking number provided by the courier, for tracking the shipment.

5.13 ORDER CANCELLATION

The Seller reserves the right not to honor the Order or to cancel the Order placed by the User, after prior notification to the User, without any further obligations of either party (except for refunding any already paid amount, if applicable) and without either party being entitled to claim damages, in the following cases:

5.13.1 the issuing bank of the User’s card does not approve the transaction in case of online payment;

5.13.2 the transaction is invalidated by the payment processor used by ANCEIN;

5.13.3 the data provided by the User on the Site are incomplete and/or incorrect;

5.13.4 the User’s activity on the Site may or does cause damages of any kind to ANCEIN or its partners;

5.13.5 more than two consecutive failed deliveries occur to the User, regardless of whether the User selected online payment or cash on delivery;

A failed delivery means a delivery that could not be completed according to the delivery procedure described in the Delivery section of the Site;

5.13.6 the ordered Good is not available (see point 5.11.1 above);

5.13.7 there are errors regarding the price or description of the Good;

5.13.8 the User is under 18 years of age;

5.13.9 other objective reasons.

In the case of non-fulfillment or cancellation of an Order as described above, the User will be notified by email at the address provided when placing the Order.

5.14 DELIVERY CONDITIONS

The delivery conditions for the Goods sold by ANCEIN can be found on the Site in the Delivery section.

5.15

The Seller will ensure the proper packaging of the Goods and will ensure the transmission of accompanying documents where applicable.

5.16

The Seller will deliver Goods within Romania and the European Union.

6. RIGHT OF WITHDRAWAL

6.1 The User has the right to withdraw from this Contract, respectively to return a Good, without specifying the reason and without incurring any costs other than the direct costs of returning the Good (the direct cost of returning the Goods to ANCEIN), within 14 calendar days.

Thus, according to Emergency Ordinance no. 34/2014 regarding consumer rights within contracts concluded with professionals, the withdrawal period expires within 14 calendar days starting from:

  • the day on which the User takes physical possession of the Good that is the subject of the Order;

  • the day on which the User takes physical possession of the last Good – in the case where the User orders multiple Goods through a single Order that will be delivered separately;

  • the day on which the User takes physical possession of the last lot or piece – in the case of delivery of a Good consisting of several lots or pieces.

6.2 In order to exercise the right of withdrawal, the User must inform us, indicating their name, postal address, order code, so that it can be identified by ANCEIN and, where applicable, the telephone number and e-mail address, regarding the decision to withdraw from this Contract, using the following contact details:

ANCEIN Studios S.R.L.
Correspondence address:
Timișoara, Timiș County
Johann Heinrich Pestalozzi Street no. 22, Room 208

Email: customercareancein@gmail.com

For this purpose, the User may complete and submit electronically the return form available on the Site, or any other unequivocal statement.

If the User uses this option, we will send without delay, by e-mail, a confirmation of receipt of the withdrawal request.

6.3 To meet the withdrawal deadline, it is sufficient for the User to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

6.4 If the User withdraws from the Contract within the legal withdrawal period, they must also return any gifts that accompanied the product, and for products that constitute a kit/set, they must be returned as a complete kit/set.

6.5 If the User withdraws and the Order has already been paid, the Seller will reimburse any amount received from the User, including delivery costs, except for additional costs resulting from the User choosing a delivery method other than the cheapest standard delivery method offered by us, and other costs such as:

  • cash on delivery fees

  • parcel inspection fees

The reimbursement will be made without undue delay and in any case no later than 14 calendar days from the date on which the Seller was informed by the User of the decision to withdraw from the Contract.

The reimbursement will be made as follows, without charging any commission:

6.5.1 for Orders paid by bank card → refund to the account used for the payment.

6.5.2 for Orders paid by cash on delivery → refund by bank transfer to the account provided by the User through the return form, written declaration or e-mail.

The User accepts that placing an Order represents their express agreement that, in case of withdrawal, the refund will be made by bank transfer.

6.6 If the Seller has not offered to collect the Goods itself, the Seller may postpone reimbursement until the date of receiving the returned Goods or until receiving proof from the User that the Goods were sent back, whichever occurs first.

6.7 The User must send the Goods back without undue delay and within a maximum of 14 days from the date on which the withdrawal was communicated.

The deadline is respected if the Goods are sent back before the expiration of the 14-day period.

6.8 Because in distance sales the User does not have the opportunity to inspect the Goods before concluding the contract, the User has the right to withdraw from the contract.

For this reason, the User is allowed to test and inspect the Goods to the extent necessary to determine their nature, characteristics and functioning.

6.9 To determine the nature, characteristics and functioning of the Goods, the User should handle and inspect them in the same way as would be permitted in a physical store.

For example, the User should only try on clothing items, not wear them at various events.

6.10 In order to be returned, the Goods must be in the same condition in which they were delivered, unworn, without stains, scratches, bends, cuts or tears.

The User is responsible only for the diminished value of the Goods resulting from handling other than that necessary to determine their nature, qualities and functioning.

6.11 Accessories (laces, dust bag, etc.), labels and the original packaging are integral parts of the Good.

Therefore, we recommend that when exercising the right of withdrawal, the User returns the Good in the original undamaged packaging, packed in the protective box used by ANCEIN for delivery, printed with the ANCEIN logo or in a similar protective box

The box should not have labels attached directly to it and must not be cut, torn or damaged.

The product must also be returned together with all accessories and labels.

6.12 If a Good ordered by the User cannot be delivered by the Seller, regardless of whether the Order has been confirmed according to the procedure in section 5.11, the Seller will inform the User and refund the value of the Good within 7 calendar days from the moment the Seller became aware of this situation or from the moment the User expressed the intention to terminate the Contract.

6.13 The following Goods are excluded from the right of withdrawal:

6.13.1 sealed Goods that cannot be returned for health protection or hygiene reasons and which have been unsealed by the User;

6.13.2 Goods made according to the User’s specifications or clearly personalized products.

7. USER OBLIGATIONS

In particular, the User has the following obligations:

7.1 to provide only accurate, current and complete data in the forms available on the Site;

7.2 to use the services and functionalities provided by ANCEIN in a manner that does not interfere with the operations of ANCEIN or the Site;

7.3 to use the services and functionalities provided by ANCEIN in accordance with the applicable legal provisions, this Document, and good practices and principles of community life;

7.4 to use the services and functionalities provided by ANCEIN in a way that does not cause inconvenience to other Users or to ANCEIN;

7.5 not to use the Site to provide or transfer any Content prohibited by law, especially Content that infringes the copyright of third parties;

7.6 to refrain from actions such as:

  • sending or posting unsolicited commercial information on the Site;

  • posting illegal content;

  • attempting to gain access to information not intended for the User;

  • interfering with the technical functioning of the Site or payment processing;

  • unauthorized modification of the Content provided by ANCEIN, including Prices or descriptions of Goods.

7.7 to pay the Price and any other agreed costs on time;

7.8 to collect the ordered Goods in time, using the selected delivery method;

7.9 in the case of limited releases announced on the Site, to purchase a maximum of one product per item.

8. CONFIDENTIALITY

8.1 ANCEIN will maintain the confidentiality of any information you provide. Disclosure of the provided information may only occur under the conditions mentioned in this Document.

8.2 No public statement, promotion, press release or any other form of disclosure to third parties regarding the Order/Contract may be made by the User without the prior written consent of the Seller.

8.3 By transmitting information or materials through the Site, you grant the Seller unrestricted and irrevocable access to them, as well as the right to use, reproduce, display, modify, transmit and distribute such materials or information.

You also agree that the Seller may freely use, for its own interest, these ideas, concepts, know-how or techniques sent through the Site.

ANCEIN will not be subject to obligations regarding the confidentiality of the information sent, unless the applicable legislation provides otherwise.

9. PROMOTIONAL MESSAGES / NEWSLETTER

9.1 The User may modify at any time their option regarding the consent given to the Seller for receiving Promotional Messages / Newsletters containing general information, thematic information, offers, promotions, Campaigns or contests carried out by ANCEIN.

This can be done as follows:

9.1.1 by accessing the unsubscribe link displayed in the newsletters received from the Seller by email;

9.1.2 by contacting ANCEIN directly.

9.2 Unsubscribing from promotional messages does not imply the withdrawal of acceptance of the Terms and Conditions of this Document and will apply only after the request has been submitted.

10. WARRANTIES

10.1 All Goods sold by ANCEIN, except refurbished Goods, benefit from warranty conditions in accordance with the legislation in force and the commercial policies of the manufacturers.

Goods are new (except refurbished Goods), in their original packaging and come from authorized sources of each manufacturer.

Legal conformity warranty

ANCEIN Studios S.R.L., as Seller, is responsible to the consumer for any lack of conformity existing at the time the Goods are delivered.

Consumers are advised to keep the purchase invoice, which is necessary for any claim regarding lack of conformity.

Complaints may be sent in writing to:

Email: customercareancein@gmail.com

Address:
Johann Heinrich Pestalozzi Street no. 22
Timișoara, Romania
with the mention “Complaint”.

The information and symbols regarding composition, cleaning and maintenance instructions are found either:

  • on the internal label, or

  • on the cardboard tag attached to the product

These are specific to each type of Good.

Consumers are advised to follow the maintenance instructions, otherwise the warranty may become void.

Warranty is not applicable if defects occur due to:

  • washing/cleaning processes that do not follow the instructions;

  • storage or use in humid conditions;

  • discoloration caused by exposure to sun or strong heat;

  • repairs made by unauthorized persons;

  • normal wear and tear;

  • improper use of the product.

ANCEIN grants consumers a legal conformity warranty of two years, according to:

  • Emergency Ordinance no. 140/2021

  • Government Ordinance no. 21/1992 regarding consumer protection

provided that the product is used and maintained according to the recommended instructions.

Corrective measures in case of lack of conformity

In the event of non-conformity, the consumer has the right to request:

  • repair

  • replacement

  • price reduction

  • contract termination with refund

according to the conditions established by law.

Repair or replacement must be carried out:

  • free of charge

  • within a reasonable time

  • no later than 15 calendar days from the moment ANCEIN is informed about the defect.

If the product is replaced, the 2-year warranty period begins again from the replacement date.

11. TRANSFER OF OWNERSHIP OF GOODS

Ownership of the Goods will be transferred upon delivery, after payment has been completed, at the location indicated in the Order.

Delivery is considered completed when the delivery document provided by the courier is signed.

12. LIABILITY

The Seller cannot be held responsible for damages of any kind suffered by the User or a third party as a result of the Seller fulfilling its obligations according to the Order.

The User is responsible for maintaining the confidentiality of their Account credentials and for all activity conducted through their Account.

By creating an Account or using the Site, the User expressly accepts the Terms and Conditions of this Document.

13. PROCESSING OF PERSONAL DATA

Users are requested to consult the Privacy Policy regarding the processing of personal data, which forms an integral part of this Document.

14. USE OF COOKIES

Users are requested to consult the Cookie Policy regarding the use of cookies on the Site.

15. FORCE MAJEURE

Neither party shall be liable for failure to perform contractual obligations if such failure is caused by a force majeure event.

Force majeure means an unforeseeable event outside the control of the parties which cannot be avoided.

Examples include but are not limited to:

  • natural disasters

  • extreme weather conditions

  • strikes

  • revolts

  • road blockages

  • earthquakes

  • floods

  • wars

  • revolutions

If the force majeure event lasts more than 15 days, either party may terminate the contract without additional damages.

16. FRAUD

ANCEIN will never request confidential information such as bank card data or passwords through email, phone or SMS.

Users are responsible for protecting their confidential data.

Any attempt to:

  • access another user’s data

  • modify Site content

  • affect server performance

  • intercept communications

will be considered fraud attempts, and ANCEIN reserves the right to initiate criminal proceedings.

17. APPLICABLE LAW. DISPUTES

This contract is governed by Romanian law.

Any disputes between the Seller and the Users will be resolved amicably or, if not possible, by the competent Romanian courts in Timișoara.

18. COMPLAINTS. ALTERNATIVE DISPUTE RESOLUTION

Complaints may be sent to:

customercareancein@gmail.com

The maximum resolution time for complaints is 30 calendar days.

If the User is not satisfied with the response, they may appeal to the Alternative Dispute Resolution Authority (ANPC).

Address:

Bulevardul Aviatorilor nr. 72
Sector 1
Bucharest
Romania

Email: dsal@anpc.ro

Users may also use the European Online Dispute Resolution platform (ODR) created by the European Commission.

19. FINAL PROVISIONS

ANCEIN reserves the right to modify this Document or the structure/content of the Site without prior notice.

The updated version will always be available on the Site and acceptance of the Terms will be required before completing an Order.

Use of the Site after the publication of modifications represents acceptance of the updated Terms.

ANCEIN also reserves the right to place advertising banners or links on any page of the Site in accordance with applicable legislation.

Any comments, questions, ideas or suggestions regarding the Site or its functionality remain the property of ANCEIN.