Refund policy

1. Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order without providing any reason, in accordance with applicable EU consumer protection laws.

To exercise your right of withdrawal, please contact us at:

Email: office@intactplus.ro

2. Return Eligibility

To be eligible for a return, the item must:

  • Be returned within 14 days of delivery;
  • Be unused and in the same condition in which it was received;
  • Include original packaging where applicable;
  • Be accompanied by proof of purchase.

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalized or custom-made products;
  • Gift cards;
  • Downloadable software or digital products;
  • Perishable goods;
  • Opened hygiene or personal care products;
  • Items damaged through misuse or improper handling.

4. Return Process

To request a return, please contact us at:

Intact Plus SRL
Aleea Godeanu nr. 12, Ap. 17
Cluj-Napoca, Cluj County, Romania

Email: office@intactplus.ro

Please include:

  • Your order number;
  • The item(s) you wish to return;
  • The reason for the return (optional).

Return instructions will be provided after your request is received.

5. Return Shipping Costs

Customers are responsible for the cost of returning items unless:

  • The item received is defective;
  • The wrong item was delivered;
  • The item arrived damaged.

In such cases, we may cover reasonable return shipping costs.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at:

office@intactplus.ro

We may request photographs of the item and packaging to assist with processing your claim.

7. Refunds

Once your returned item has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow:

  • 5–10 business days for us to process the refund;
  • Additional time for your bank or payment provider to complete the transaction.

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your credit card company or payment provider.
  3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at:

office@intactplus.ro

9. Exchanges

We replace items only if they are defective, damaged, or if an incorrect product was sent.

For exchange requests, please contact:

office@intactplus.ro

10. Order Cancellations

Orders may be canceled before they are processed and shipped.

If an order has already been shipped, cancellation may not be possible, and the return procedure described above will apply.

11. Contact Information

Intact Plus SRL
CUI: RO41416221
Trade Register No.: J2019002918129

Business Address:
Aleea Godeanu nr. 12, Ap. 17
Cluj-Napoca, Cluj County
Romania

Email: office@intactplus.ro

Website: www.intactplus.ro