Returns policy

In short: you have 14 days to change your mind about any catalogue product, and if a product has a defect we replace it free of charge. The full details are in the Terms and conditions, sections 7 and 8.

1. You changed your mind: 14-day returns

Any product from the AFTERGLASS catalogue can be returned within 14 calendar days of receipt, without telling us why. Here is how:

1. Let us know within the 14 days, through the withdrawal form or by e-mail, with the order number and the product you are returning. We confirm by e-mail.
2. Send the product within 14 days of notifying us, to our return address in Romania:
   AFTERGLASS (Quantum Edge Solutions S.R.L.)
   Str. Lt. Gheorghe Saidac nr. 5C, bl. 28, sc. B, et. 3, ap. 32
   Sector 6, București, România
   Send it only by tracked express courier (for example DHL Express, UPS, FedEx, DPD, GLS). You bear the cost of return shipping (as an indication, €10–25 from another EU country). We do not accept parcels sent through national postal services or with payment on delivery; they are refused on arrival.
3. You get your money back within 14 days of your notice (we may wait until we receive the parcel or proof of shipment): the product price plus the initial standard shipping cost, by the same payment method. The money usually appears on your card within 5–10 business days of the refund, depending on your bank.

Condition of the product. You may try the product on as you would in a shop. We do not accept returns of worn, washed or damaged products. The product must reach us unworn, unwashed, without signs of use (sweat, deodorant, perfume, pet hair, stains) and with the labels intact. If it arrives with signs of wear or washing, or damaged, we deduct the diminished value from the refund, which may be equal to the full price of the product (Article 14(2) of Directive 2011/83/EU).

Size exchange. We do not do direct exchanges: you return the product and order the right size. To get it right the first time, use the Size guide and the size recommendation on the product page.

Legal exception. Products personalised at your request (with text, an image or a design supplied by you) cannot be returned. At the moment all our products are catalogue products, so they can be returned.

2. The product has a defect

Defective or peeling artwork, artwork applied crooked, wrong colours, missing elements, defective seams, a product or size different from the one ordered: we fix it, free of charge.

1. Write to us as soon as possible, ideally within the first 14 days of receipt, through the complaint form or by e-mail, with the order number and clear photos: the whole product front and back, plus a close-up of the defect.
2. We reply within two business days. As a rule you do not need to send the product back.
3. We send you a new product at no cost, or refund the amount if you prefer and the law allows it.

Reporting quickly helps us close the case immediately with the workshop, but your rights do not stop after 14 days: products carry the legal guarantee of conformity of 2 years. The guarantee does not cover normal wear and tear or damage from washing or ironing contrary to the label.

3. Damaged, incomplete or lost parcel

Check the packaging on receipt. If it is damaged or something is missing, write to us within 48 hours with photos. If the tracking says “delivered” but you have not received the parcel, let us know within 14 days of the displayed delivery date so that we can open a claim with the carrier.

4. Refused or undelivered parcel

If you do not answer the courier, the address is wrong or you refuse the parcel without exercising the right of withdrawal, the parcel returns to the warehouse and is kept for 90 days. We can re-ship it against the actual cost of transport. If in the meantime you want to cancel the order, the return rules in section 1 apply and the cost of the round-trip transport is deducted from the refund.

5. Refunds

We always refund by the payment method used for the order, in the currency of the order. For returns: the product price and the initial standard shipping. For defects: in full. We issue the credit note automatically.

Contact

For alternative dispute resolution you can contact ANPC – Alternative Dispute Resolution (Romania).