Return Policy and Right of Withdrawal

In accordance with Art. 9 of GEO 34/2014, the Consumer has a period of 14 days to withdraw from the distance contract, without stating any reasons and without incurring any costs other than those provided by law.

The 14-day period begins to run from:

- The date on which the Consumer or a third party (other than the carrier) takes physical possession of the products, for sales contracts;

- The date on which the Consumer takes possession of the last product, if multiple products were ordered and delivered separately;

- The date on which the Consumer takes possession of the last batch/piece, if the product consists of multiple batches.

To exercise the right of withdrawal, the Consumer shall inform us before the expiry of the 14-day period by:

1. Completing and submitting the standard withdrawal form (available on the Website, on the "Withdrawal / Return Form" page). Accordingly, the right of withdrawal may be exercised directly on our website backstage-shop.ro, through the withdrawal function ("Withdraw from contract"), after which you confirm the withdrawal made through the function available on the website (the "Confirm withdrawal" button), in accordance with GEO no. 18/2026 (Art. 11¹ of GEO no. 34/2014);

2. Sending any other unequivocal statement to the email address: contact@backstage.ro;

3. Placing the withdrawal form in the return parcel or sending it by any means of transmission by post or courier to the address: Cernica Commune, Căldăraru Village, 1D Oxigenului Street, Ilfov County, postal code 077037.

4. After the right of withdrawal has been exercised, the Seller shall confirm receipt of the withdrawal notification on a durable medium (email), including its content and the date and time of its transmission; for withdrawals made through the function on the Website, the confirmation is sent to you automatically.

The Seller shall reimburse all amounts received from the Consumer, including standard delivery costs, within a maximum of 14 days from the date on which they were informed of the withdrawal decision (Art. 13, GEO 34/2014).

The reimbursement shall be made using the same payment method used by the Consumer for the initial transaction, without charging any additional fees.

If the Consumer has expressly chosen a type of delivery other than the standard delivery offered by the Seller, the costs exceeding standard delivery are not reimbursed (Art. 13 para. 3 of GEO 34/2014).

The Seller may delay the reimbursement until the returned products are received or until proof that the products have been shipped is provided, whichever date comes first (Art. 13 para. 4 of GEO 34/2014).

The Consumer shall return the products without undue delay and within a maximum of 14 days from communicating the withdrawal decision. For the avoidance of doubt, the deadline is met if the products are sent back by the Consumer before the 14-day period has expired.

The direct cost of returning the products is borne by the Consumer, given that this was communicated to you before the order was placed. The Consumer may avoid this cost entirely by handing the products over in person at the Seller's address in Cernica Commune, Căldăraru Village, 1D Oxigenului Street, Ilfov County, postal code 077037, in accordance with section 1.6.

This rule on costs applies exclusively to withdrawal from the contract. For non-conforming or defective products, all return, shipping, labour and material costs are borne by the Seller, under the legal guarantee of conformity (GEO 140/2021) — see the 'Warranty Policy' section.

The Consumer is liable for any diminished value of the products resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the products (Art. 14 para. 3, GEO 34/2014).

Diminished value is not a ground for refusing the withdrawal and must not discourage the Consumer from exercising their right; it translates exclusively into a proportional reduction of the reimbursed amount, and the Seller must be able to prove it (Art. 14 para. 3 and 4 of GEO 34/2014).

In accordance with Art. 16 of GEO 34/2014, the right of withdrawal does not apply to:

- Products made to the consumer's specifications or clearly personalized;

- Sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed after delivery;

- Products which, after delivery, are inseparably mixed with other items;

- Digital content supplied on a non-tangible medium, if the performance has begun with the consumer's prior express consent and with confirmation of the loss of the right of withdrawal.

We recommend that returned products be in their original packaging, with all accessories and documentation included. Unsealing the packaging and testing the product, to the extent necessary to establish its nature, characteristics and functioning, does not affect the right of withdrawal and is not a ground for refusing the return.

The absence of the original packaging or of accessories, as well as signs of use beyond that limit, do not lead to the withdrawal being rejected, but may result in a proportional reduction of the reimbursed amount, in accordance with sections 1.4 and 1.7.

Returned products may be sent back in two ways:

1. By courier, to the address: Cernica Commune, Căldăraru Village, 1D Oxigenului Street, Ilfov County, postal code 077037. The shipping cost is borne by the Consumer, in accordance with section 1.4;

2. Handed over in person at the Seller's working point in Cernica Commune, Căldăraru Village, 1D Oxigenului Street, Ilfov County, postal code 077037, Monday to Friday, between 9:00 AM and 5:30 PM, with prior scheduling at contact@backstage.ro or +40 726 314 538. Returning products in person involves no shipping cost.

Regardless of the method chosen, the products must be returned within a maximum of 14 days from communicating the withdrawal decision.

We do not offer exchanges (replacement with another product or variant): if you would like a different product, exercise your right of withdrawal for the product received and place a new order. We do not charge restocking fees; the only possible adjustment of the reimbursed amount is the proportional one for diminished value, described in sections 1.4 and 1.7.

The procedure for assessing the condition of the product, the criteria for assessing wear and the method of calculating the diminished value are detailed in section 1.7 below.

Upon receipt of the returned product, the Seller shall verify and objectively assess its condition at its warehouse, by drawing up a written findings report and taking relevant photographs attesting to any signs of use, damage, or missing accessories, packaging or documents.

Where it is found that the product has been used beyond what is necessary to establish its nature, characteristics and functioning, the Seller is entitled to apply a reduction for the diminished value of the goods, proportional to the degree of wear, damage, sanitisation required or loss of commercial value (including where the product can only be resold as resealed), in accordance with the provisions of GEO no. 34/2014.

As a guide, depending on the actual condition of the product, the diminished value may range between 10% and 90% of the purchase price, in serious cases of damage or where the product cannot be restored to its original condition. The Seller shall transparently communicate to the Consumer the findings report, the related photographs and the percentage of the reduction applied, before making the reimbursement.

The reimbursement to the Consumer shall be made by refunding the amount initially paid, less the percentage representing the diminished value, as determined in accordance with the internal assessment procedure and communicated to the Consumer.

Separately from the exercise of the right of withdrawal, the Consumer may request the cancellation of an order placed on the Website at any time before it has been shipped, without stating any reasons and without any additional costs.

The cancellation request shall be sent as soon as possible, mentioning the order number, by email to contact@backstage.ro or by phone at +40 726 314 538, during business hours.

If the order has been paid for, the Seller shall fully reimburse the amounts received, including delivery costs, within a maximum of 14 days from receiving the cancellation request. The reimbursement shall be made using the same payment method used when placing the order, without any additional fees.

If the order has already been shipped at the time of the request, cancellation is no longer possible. However, the Consumer may exercise the right of withdrawal within 14 days of receiving the products, in accordance with sections 1.1-1.4 above.

The Seller may cancel an order in the event of technical errors or obvious pricing errors on the Website, as well as in the event of unavailability of the ordered products, with notification of the Consumer and full reimbursement of the amounts paid, in accordance with the Terms and Conditions.