Returns & right of withdrawal

The 14-day right of withdrawal

If you are a consumer (a natural person ordering outside a commercial activity), you have the right to withdraw from the distance contract within 14 calendar days, with no penalty and without giving a reason, under GEO 34/2014 and Directive 2011/83/EU.

The period runs from the conclusion of the service contract. If we fail to inform you about this right, the period is extended by up to 12 months.

How to withdraw

Send a clear request (email) to alex.serban@opticaldesign.ro within the period. We confirm receipt and, if withdrawal applies, refund the amounts paid within 14 days, using the same payment method.

Exceptions — custom design services ⚠️

Because our work is created specifically for you, the law provides exceptions to the right of withdrawal (GEO 34/2014, Art. 16):

(c) — goods/works made to your specifications or clearly personalised (e.g. a logo or visual identity made for your brand);
(a) — services fully performed, if performance began with your prior express consent and after you acknowledged the loss of the right of withdrawal upon completion;
(m) — digital content delivered electronically (not on a physical medium), under the same conditions.

What you confirm at order time

When placing a custom design order we ask you to expressly tick two things:

that you request work to begin before the 14 days expire (so we can start right away), and
that you agree you lose the right of withdrawal once the service has been fully performed.

Until work actually begins, you may change your mind. If you withdraw after we have started but before completion, you owe the proportional value of the work already performed.

Business clients (B2B)

The 14-day right of withdrawal applies only to consumers. Orders placed by companies (legal persons) are governed by the agreed contractual terms, with no statutory right of withdrawal.

Complaints

See the Dispute resolution section in the Terms — you may also contact ANPC or the ADR platform.