Welcome to CESIRO — quality porcelain & ceramics

Returns Policy

Updated at: 2026-06-16

Return and Warranty Policy

1.1.1 General Provisions

  1. The Customer/User has the right to withdraw from the Distance Contract, without stating reasons and without incurring any costs other than those provided by law. To exercise the right of withdrawal within the term provided by the Applicable Legislation, the Customer/User must inform the Seller of the right to withdraw by means of an unequivocal statement, which may be sent directly in the Account or by post using the Contact details and by e-mail to the address displayed at the top of the site.
  2. The Customer may also use the model withdrawal form, but this is not mandatory. The form may be completed and sent electronically directly on our site, or you may send it via Romanian Post (Posta Romana) or scan and send it to the e-mail address displayed at the top of the site.
  3. The withdrawal period from the Distance Contract is 14 days and begins on the date on which the Product was received by the Customer/User or by a third party designated by them, other than the Courier, and in the case of a Distance Contract that includes several Products which are delivered separately, in batches or parts, from taking possession of the last Product, batch or part.
  4. The Seller is obliged to communicate to the Customer/User the confirmation of receipt of the withdrawal, and within no more than 14 calendar days from receiving from the Customer/User the statement of rescission of the Distance Contract, will refund to them, in principle, all payments made by them (with the exception of supplementary costs resulting from the delivery method chosen by the Customer/User, other than the standard one available in the online shop, namely the value of the transport price, if the return is made for reasons not attributable to the seller). Where the Order contains several Products but the Customer/User returns only one, the online shop will not reimburse them the delivery cost.
  5. The Customer/User is responsible for any diminution in the value of the Products as a consequence of handling them in a manner other than that necessary to become familiar with the nature, properties and functionality of the Product. For clarity, the Seller will retain a sum of money representing the diminution in the value of the Product, which varies between 10% and 60% of the initial value of the Product.
  6. The Seller will return the Price using the same payment method used by the Customer/User, as follows:
  • for Orders paid by bank card, by refund to the account from which the payment was made;
  • for Orders paid by cash on delivery/with cash, by refunding the amount to the bank account provided by the Customer/User, which must be expressed in RON. Where the Order is paid with a Revolut card, the refund of the amount in question is made to the respective card account.
  1. The Customer/User has the immediate obligation, but no later than 14 calendar days from the date on which they informed the Seller of the withdrawal from the Distance Contract, to return the Product to the Seller or to make it available to the person entitled by the Seller to receive it. To comply with the deadline, it is sufficient to return the Product before its expiry, to the Seller's Warehouse located in Sighisoara, str. Mihai Viteazu, no. 96, Mures county, otherwise the Company reserving the right to postpone the refund of the value of the Product until receipt of proof that it has been dispatched.
  2. For certain Promotional Campaigns, the Seller reserves the right to establish a different term for the Consumer to exercise the right of withdrawal, but in compliance with the minimum legal term of 14 days provided by the Applicable Legislation, the specific term for exercising the right of withdrawal being mentioned within each Promotional Campaign regulation, if applicable.

11.1.2 Exceptions to the right of withdrawal from the Distance Contract

For clarity, in accordance with the provisions of art. 16 of Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals, as well as for the amendment and supplementation of certain normative acts, the following are exempt from the right of withdrawal from the distance contract:

  • service contracts, after the complete performance of the services, if execution began with the prior express consent of the customer and after they confirmed that they were aware that they would lose their right of withdrawal after the complete performance of the contract by the seller;
  • the supply of products and/or services whose price depends on fluctuations in the financial market which the seller cannot control and which may occur during the withdrawal period;
  • the supply of products made to the buyer's specifications or clearly personalised;
  • the supply of products which are liable to deteriorate or expire rapidly;
  • the supply of sealed products which cannot be returned for health protection or hygiene reasons and which were unsealed by the buyer;
  • the supply of products which are, after delivery, according to their nature, inseparably mixed with other elements;
  • the supply of alcoholic beverages whose price was agreed at the time of conclusion of the contract, whose delivery cannot be made before 30 (thirty) days and whose real value depends on market fluctuations which the Seller cannot control;
  • contracts in which the customer specifically requested the seller to travel to their home to carry out urgent repair or maintenance work. If, on the occasion of such a visit, the seller provides services other than those expressly requested by the buyer or supplies products other than the spare parts indispensable for carrying out the maintenance or repair work, the right of withdrawal applies to those additional services or products;
  • the supply of sealed audio or video recordings or sealed computer software which were unsealed after delivery;
  • the supply of newspapers, periodicals and magazines, with the exception of subscription contracts for the supply of such publications;
  • the supply of digital content which is not delivered on a tangible medium, if performance began with the prior express consent of the customer and after they confirmed that they were aware that they would lose their right of withdrawal.

1.2 Return Policy

1.2.1 General aspects

The online shop offers free returns for Customers/Users who notify their intention to withdraw from the Distance Contract within the above-mentioned term of 14 calendar days, except for express provisions to the contrary mentioned in the Terms and Conditions (e.g. returning the product for reasons not attributable to the seller).

Orders with delivery within Romania are eligible for free return, except for the cases mentioned above). Following the request received from the customer, the Company will send the courier to the address indicated by the Customer/User to collect the return parcel, without the online shop thereby assuming the obligation to recover these products itself.

This Product return policy does not apply to legal-entity customers/users who purchased a Product from the online shop, this category being exempt from the application of consumer protection legislation.

1.2.2 Methods and Deadlines for Returning Products

The Customer/User undertakes to notify the online shop of their intention to return the purchased Products, either by e-mail to the address displayed at the top of the site, or through the online returns facility found in the Customer account, within a maximum of 14 calendar days from receiving the Products. Otherwise, the online shop may refuse the parcel.

The necessary information to be provided to the online shop for sending the courier is as follows:

  • the date of dispatch of the parcel;
  • the Order number;
  • the amount to be refunded;
  • the address from which the Courier is to collect the return parcel;
  • the bank account details.

Upon receiving the information regarding the Customer/User's return intention, the online shop makes a request to the Courier and sends it to the address indicated by the Customer/User, in order to collect the parcel to be returned. The transport costs of the returned parcel/parcels are not the responsibility of the Customer/User, these being assumed by the online shop.

1.2.3 Conditions for returning products

General provisions

  1. In any situation of returning the Products, they must be in the same condition in which they were sent to the Customer/User, together with all accessories and documents that accompanied the respective Product (i.e. invoice, useful materials, etc.).
  2. The Products must be returned in the same condition in which they were received by the Customer/User, namely without defects (with the exception of hidden defects and excepting defects already reported previously by the Customer/User in the correspondence conducted).
  3. In accordance with the applicable legal provisions, the online shop reserves the right not to accept the return of the following products:
  • liable to deteriorate;
  • sealed, which cannot be returned for health protection or hygiene reasons and which were unsealed by the consumer;
  • which, after delivery, according to their nature, are inseparably mixed with other such elements;
  1. If an Order, to which one or more gift Products were offered, is returned in full, the Customer/User is obliged to also return the gift Product in its original condition, namely undamaged and with the seal intact.

1.2.4 Reimbursement of costs incurred by the Customer/User in connection with the purchase of returned Products

  1. For returns accepted in full by the online shop, the Customer/User will be reimbursed, within 14 calendar days from the date on which the online shop takes possession of the returned goods, the price of the returned products, as well as the transport cost paid initially/upon return. An exception is made for orders placed on the basis of a voucher, for which the user will receive another discount code of the same value. Where the value of the customer's order exceeded the value of the voucher, the difference will be returned to the customer.
  2. The amounts in question will be returned as follows:
  • for Orders paid by online card, by refund to the account from which the payment was made;
  • for Orders paid by cash on delivery/bank Card, by bank transfer.