Refund policy

VIM Cosmetics – Return & Refund Policy 

1. Scope

This policy applies to all purchases made through our website by customers located within the European Union, including Romania.
It does not affect your legal consumer rights provided under EU and national legislation.

2. Right of Withdrawal (14 Days)

Under EU Directive 2011/83/EU and Romanian Government Ordinance (OUG) No. 34/2014, you have the right to withdraw from your purchase within 14 calendar days, without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.

To exercise your right of withdrawal, please send a clear statement by email to vim.cosmetics.ro@gmail.com or use the Withdrawal Form provided in section 10 below.

The withdrawal deadline is met if you send your communication before the 14-day period has expired.

3. Exceptions (Non-Returnable Items)

For health protection and hygiene reasons, we cannot accept the return of cosmetic products that have been unsealed after delivery, in accordance with Article 16(e) of OUG 34/2014.

Other exceptions include:

     - customized or personalized products;

     - services already performed with your express consent;

     - digital content delivered electronically and accessed before withdrawal.

Note: Discounted or sale items are not excluded from your right of withdrawal under EU law. You may return them under the same conditions.

4. Condition of Returned Products & Packaging

You may inspect and handle products only as necessary to establish their nature, characteristics, and functioning — just as you would in a physical store.

We cannot require that products be returned in their original packaging, but we kindly ask that you include it when possible to avoid damage during transport.

If a product has been used beyond what is necessary for inspection, we may deduct an amount corresponding to the diminished value of the product.

5. Return Procedure – Step by Step

  1. Email us at vim.cosmetics.ro@gmail.com (subject: “Return + Order Number”).

  2. Repack the product securely (in original or equivalent packaging).

  3. Send the parcel to: [INSERT RETURN ADDRESS] (add company name and full address).

  4. Include your order number and, if possible, the completed withdrawal form.

Items returned without prior authorization may experience delays in processing.

6. Return Shipping Costs

If you exercise your right of withdrawal within 14 days, the direct cost of return shipping is normally borne by the customer, unless the product is defective or incorrectly delivered.

If we choose to provide a prepaid return label, this will be specified in your email instructions. Otherwise, you will organize and cover the return shipment.

7. Damaged, Defective or Incorrect Items (Legal Guarantee)

If you receive a product that is defective, damaged, or incorrect, please contact us within 48 hours of delivery, providing relevant photos, at vim.cosmetics.ro@gmail.com.

These cases are covered by the 2-year legal guarantee of conformity, as provided by EU Directive 2019/771 and Romanian Law 449/2003.
You are entitled, free of charge, to repair, replacement, price reduction, or a full refund.

8. Refunds – Timing and Method

We will refund all payments received within 14 days from the date we receive the returned goods or proof of shipment, whichever is earlier.
Refunds will be made using the same payment method you used for the purchase, unless otherwise agreed.

Please note that third-party banking or currency conversion fees are beyond our control.

If more than 14 days have passed since we confirmed receipt of your return and you haven’t received your refund, please contact us at vim.cosmetics.ro@gmail.com.

9. Exchanges

We do not offer direct exchanges.
If you wish to replace an item, please return the original product following the procedure above and place a new order for the desired item.

10. Model Withdrawal Form

You may use the following form by email (fill in the fields marked with ☐):


To: VIM Cosmetics S.R.L.
Email: vim.cosmetics.ro@gmail.com
Subject: Withdrawal from contract – Order no. [____]

I hereby give notice that I withdraw from my contract of sale for the following products:
– [Product 1], quantity [__]
– [Product 2], quantity [__]

Order number: [____]
Date of order: [____]
Date of receipt: [____]
Name: [____]
Address: [____]
Phone: [____]
IBAN (if applicable): [____]

Date: [____]
Signature (only if submitted on paper): [____]

11. Contact

For any questions about returns or refunds, please contact us at vim.cosmetics.ro@gmail.com.
Customer service hours: [INSERT HOURS].

12. Dispute Resolution (ODR Platform)

EU consumers may use the European Online Dispute Resolution platform (ODR):
🔗 https://ec.europa.eu/consumers/odr