Refund policy

Refund, Returns & Withdrawal Policy

Last updated: 31.07.2026

This policy explains your rights when you buy from Selena's Market (Iliescu Laurențiu PFA), and how to return an item or claim a refund. It works alongside our Terms of Service.

You have two separate sets of rights, and they are additional to each other:

1. A 14-day right to change your mind (right of withdrawal) — see Section 1.
2. A legal guarantee of conformity if something is faulty, damaged or not as described — see Section 2.

Nothing in this policy affects the mandatory consumer-protection rights you have under the law of your country of residence.

1. Your 14-day right to change your mind (right of withdrawal)

If you are a consumer in the EU, the United Kingdom, or another jurisdiction granting an equivalent right, you may cancel your order within 14 days without giving any reason.

The deadline

The 14-day period runs from the day you (or someone you nominate, other than the carrier) physically receive the goods. For an order delivered in several parts, it runs from the day you receive the last item.

How to withdraw

Tell us clearly that you are cancelling, before the 14 days are up. You can:

• email us at info@selenasmarket.com, or
• fill in and send the model withdrawal form at the end of this policy (you don't have to use it — a clear statement is enough).

Sending your notice before the deadline is enough to meet it.

Sending the item back

• Return the goods to us without undue delay and within 14 days of telling us you're cancelling. We'll confirm the return address when you contact us.
• You pay the direct cost of return shipping for change-of-mind returns.

Handling the goods

You're welcome to open, inspect and try a product the same way you would in a physical shop. You do not need to keep it unused, unworn, or in its original packaging to return it. However, if you handle it beyond what's needed to check its nature, characteristics and functioning, we may deduct an amount from your refund to reflect any resulting loss in value.

Your refund

• We'll refund you within 14 days of the day you tell us you're cancelling.
• The refund includes what you paid for the goods and standard delivery. (If you chose a more expensive delivery option than our cheapest standard one, we only refund the standard amount.)
• We may hold the refund until we've received the goods back, or you've sent us proof that you've sent them — whichever comes first.
• We refund to the same payment method you used, at no cost to you.

When the right doesn't apply

The right of withdrawal doesn't apply to sealed goods that can't be returned for health-protection or hygiene reasons once they've been unsealed. Where this applies to a product, we'll say so clearly on the product page.

Note: This 14-day right applies to all products, including sale and discounted items. It is not limited to full-price goods.

2. Faulty, damaged or incorrect items — legal guarantee of conformity

Separately from your right to change your mind, we must supply goods that match their description, are of satisfactory quality, and are fit for purpose.

• EU / Romanian consumers: you have a legal guarantee of conformity of at least 2 years from delivery (Directive (EU) 2019/771; in Romania, Legea 449/2003 and OUG 140/2021 — garanția legală de conformitate). If an item is not in conformity, you're entitled to have it repaired or replaced free of charge, or to a price reduction or refund, as provided by law.
• UK consumers: you may reject faulty goods for a full refund within 30 days, and you have further rights for up to 6 years (5 years in Scotland) under the Consumer Rights Act 2015.

This legal guarantee is free, is additional to the 14-day withdrawal right, and applies to sale items too.

If your item is faulty, damaged or wrong

Please contact us at info@selenasmarket.com as soon as you notice the problem, ideally with:

• your order number, and
• a photo or short video showing the fault or damage.

For faulty, damaged or incorrect items, we cover the cost of return shipping and will repair, replace or refund as the law provides. Please don't send anything back before contacting us, so we can arrange the return and the correct remedy.

3. Exchanges

The quickest way to get a different item is to withdraw from the order for the one you have (Section 1) and place a new order for the one you want.

4. How to reach us

Selena's Market — Iliescu Laurențiu PFA Email: info@selenasmarket.com

Registered office: București, Sector 1, Str. Siriului, nr. 11, bl. 16F, sc. 4, et. 4, ap. 66, Romania

If we can't resolve a complaint directly, EU and Romanian consumers can use the Alternative Dispute Resolution (SAL) procedure run by the National Authority for Consumer Protection (ANPC) — see anpc.ro (SAL: https://anpc.ro/ce-este-sal/).

Annex — Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.)

To: Selena's Market — Iliescu Laurențiu PFA, București, Sector 1, Str. Siriului, nr. 11, bl. 16F, sc. 4, et. 4, ap. 66, Romania — email: info@selenasmarket.com

I/We [] hereby give notice that I/We [] withdraw from my/our [] contract of sale of the following goods []:

• Ordered on [] / received on []: ____________________
• Order number: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Signature of consumer(s) (only if this form is notified on paper): ____________________
• Date: ____________________

[*] Delete as appropriate.