Refund policy

 

Free Returns

We have a 14-day free returns policy, which means you have 14 days after receiving your item to request a free return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To request a return, use the request return link/button in your account order history, or contact us directly at comenzi@carpatsport.ro with your name and order details.

If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at comenzi@carpatsport.ro.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions and non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on final sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14-day 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, for any reason and without justification. This right applies from the moment you place your order:

• Before your order ships — you can cancel at any time, as described above in Order cancellations.
• After delivery — you have 14 days from the date you (or someone you designate) receive the last item in your order to request a return.

To exercise this right, use the withdrawal link/button in your account order history, or contact us directly at comenzi@carpatsport.ro with your name and order details. Once you submit a withdrawal request, you will receive an automatic email confirming we've received it.

As with our standard policy, returned items must be in the same condition you received them — unworn or unused, with tags, and in their original packaging — along with your receipt or proof of purchase. Some goods are exempt from the right of withdrawal under EU law, including custom-made or personalized items, perishable goods, and goods that have been unsealed and cannot be returned for hygiene reasons.

If you withdraw from your purchase, we will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal request (or, where applicable, from when we receive the returned goods, whichever is later). If the 14th day falls on a weekend or public holiday, the deadline extends to the next business day.

 

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. For EU withdrawal and cancellation requests, refunds are issued within 14 days of your request, as described above. For all other returns, refunds are processed within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at comenzi@carpatsport.ro.