Sales and Returns Policy
Sales and Returns Policy
Last updated: 23 June 2026
This Sales and Returns Policy applies to orders placed on www.cochetica.com and delivered outside Romania, unless a separate country-specific policy is displayed or expressly agreed.
The online store www.cochetica.com is operated by KAPROS LORENA MARILENA PFA, a Romanian authorised sole trader, fiscal code/VAT no. RO41818938, Trade Registry identifier F2019000840138.
Registered office: Str. Cișmelei no. 2, Constanța, Romania
Contact / physical store address: Strada Ștefan cel Mare no. 94, 900705 Constanța, Romania
Email: contact.cochetica@gmail.com
Please read this Policy carefully before placing an order on our website.
1. General Provisions
By placing an order on www.cochetica.com, you confirm that you have read, understood and accepted this Sales and Returns Policy.
This Policy is governed by Romanian law, as the Store is operated by a Romanian entity. However, if you are a consumer located outside Romania, nothing in this Policy affects any mandatory consumer rights available to you under the laws of your country of residence.
These rights may include mandatory rights relating to online purchases, cancellations, returns, faulty goods, damaged goods, delivery delays and products that are not as described.
2. Sales Conditions
2.1. Products sold on www.cochetica.com are available subject to stock availability and are offered according to the product descriptions, specifications and images displayed on the website.
2.2. We make reasonable efforts to ensure that product information, prices, images and availability are accurate and up to date. However, minor variations may occur, including variations in colour, shade, packaging or product appearance caused by screen settings, lighting, product batches or packaging updates.
2.3. Product prices are displayed on the website before the order is placed. Depending on your selected market, prices may be displayed in different currencies.
2.4. Delivery costs, taxes, duties or additional charges collected by us, where applicable, will be displayed before checkout.
2.5. For orders delivered outside Romania or outside the European Union, import duties, customs fees, VAT or similar local charges may apply. If these are not collected at checkout, they may be charged separately by the competent authorities or courier in the destination country and shall be the responsibility of the Customer, unless expressly stated otherwise at checkout.
2.6. By completing an order, you confirm that you agree to the price, product characteristics, delivery method and other order details displayed before checkout.
2.7. We reserve the right to cancel or refuse an order in cases such as obvious technical errors, obvious pricing errors, suspected fraud, product unavailability, payment failure or incorrect/incomplete delivery details.
2.8. If an order is cancelled after payment has been made, the amount paid will be refunded using the same payment method used for the original transaction, unless otherwise agreed.
3. Order Confirmation
3.1. After placing an order, you may receive an order confirmation by email.
3.2. The order confirmation confirms that we have received your order request. The sale is considered confirmed once the order has been accepted and processed by us.
3.3. If we are unable to process your order, we will contact you using the details provided at checkout.
4. Delivery
4.1. Products are delivered through courier partners.
4.2. Delivery options, estimated delivery times and delivery costs are displayed before the order is placed, where applicable.
4.3. Unless otherwise agreed with you, we will deliver the Products within a maximum of 30 calendar days from the date your order is confirmed.
4.4. Delivery times may vary depending on the destination country, courier availability, customs procedures, public holidays, peak periods or other circumstances outside our reasonable control.
4.5. More detailed delivery information is available in our Shipping Policy.
5. Right to Cancel
5.1. If you are purchasing as a consumer, you may have the right to cancel your order without giving any reason within 14 calendar days from the day on which you, or a person nominated by you, receive the Products.
5.2. If your order is delivered in several parcels, the cancellation period starts from the day on which you, or a person nominated by you, receive the last parcel.
5.3. To exercise your right to cancel, you must inform us clearly of your decision before the 14-day cancellation period expires.
You can contact us at:
Email: contact.cochetica@gmail.com
5.4. You may use the cancellation form included at the end of this Policy, but this is not mandatory. Any clear written statement confirming your decision to cancel is sufficient.
6. Return Conditions
6.1. After notifying us of your decision to cancel, you must send the Products back within 14 calendar days.
6.2. Returned Products must be unused, undamaged and, where applicable, returned with their original packaging, accessories, labels and protective seals intact.
6.3. You may inspect the Products in the same way you would reasonably inspect them in a physical store. However, we may reduce the refund if the Products have been handled beyond what is necessary to establish their nature, characteristics and functioning, or if they have been used or damaged.
6.4. For health and hygiene reasons, sealed cosmetic products cannot be returned once they have been opened or unsealed, unless they are faulty, damaged or not as described.
6.5. The direct cost of returning Products shall be borne by the Customer, unless the Product is faulty, damaged, not as described, or unless we expressly state otherwise.
6.6. We recommend using a tracked delivery service when returning Products, as you are responsible for the Products until they reach us.
6.7. If a returned parcel generates additional customs fees, courier fees or administrative charges, these may be deducted from the refund where permitted by applicable law.
7. Exceptions to the Right of Cancellation
Where permitted by applicable law, the right of cancellation may not apply to certain Products, including:
- sealed cosmetic or personal care products that have been opened or unsealed after delivery and cannot be returned for health or hygiene reasons;
- products made to the Customer’s specifications or clearly personalised;
- products that are liable to deteriorate or expire rapidly;
- products that have been used, damaged or altered by the Customer after delivery.
These exceptions do not affect your rights if the Product is faulty, damaged or not as described.
8. Refunds
8.1. If your return is accepted, we will refund the amount paid for the returned Products.
8.2. Where applicable, we will also refund the standard delivery cost originally paid for the order. If you selected a delivery method more expensive than our standard delivery option, only the standard delivery cost will be refunded.
8.3. Refunds will be made without undue delay and no later than 14 calendar days from the day on which we receive the returned Products or from the day on which you provide evidence that you have sent them back, whichever occurs first.
8.4. Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.
8.5. We may withhold the refund until we have received the returned Products or until you have provided evidence that the Products have been sent back.
8.6. Refund processing times may vary depending on your payment provider or bank.
9. Faulty, Damaged or Non-Conforming Products
9.1. We are responsible for supplying Products that are as described, of satisfactory quality and fit for their intended purpose, in accordance with applicable consumer protection laws.
9.2. If a Product you receive is faulty, damaged, not as described or otherwise non-conforming, please contact us as soon as possible at contact.cochetica@gmail.com.
Please include:
- your order number;
- a description of the issue;
- clear photos or videos of the Product, packaging and parcel, where relevant.
9.3. If your statutory rights apply, you may be entitled to a refund, repair, replacement, price reduction or another appropriate remedy, depending on the applicable law and the circumstances of the case.
9.4. If the return is caused by our error or by a faulty, damaged or non-conforming Product, the return costs will be covered by us where required by applicable law.
9.5. Your statutory consumer rights are not affected by this Policy.
10. Cosmetic Products and Safe Use
10.1. For cosmetic products, Customers should always read the product information, ingredients list, instructions for use and any warnings displayed on the product page and/or packaging before use.
10.2. Customers are responsible for checking the ingredients list before use, especially if they have known allergies, sensitivities or intolerances.
10.3. If irritation or an unexpected reaction occurs, please stop using the Product and contact a qualified professional where appropriate.
10.4. Nothing in this section limits any rights you may have if the Product is faulty, damaged or not as described.
11. Complaints
11.1. Any complaint regarding an order, delivery, return or Product may be sent to:
Email: contact.cochetica@gmail.com
11.2. We will make reasonable efforts to review and respond to complaints within 15 business days from the date we receive all necessary information.
11.3. If additional details are required in order to assess your complaint, we may contact you using the contact details provided with your order.
12. Force Majeure
We shall not be liable for delays or failure to perform our obligations where such delay or failure is caused by events outside our reasonable control, including but not limited to courier delays, customs delays, strikes, technical disruptions, force majeure events, public holidays, import procedures or actions of public authorities.
13. Dispute Resolution
13.1. We encourage Customers to contact us first so that any issue can be resolved amicably.
13.2. This Policy is governed by Romanian law. However, if you are a consumer located outside Romania, this does not affect any mandatory rights and protections available to you under the laws of your country of residence.
13.3. Nothing in this section limits any mandatory right you may have to bring proceedings in your country of residence, where such rights apply.
13.4. Where available or required by applicable law, Customers may use alternative dispute resolution procedures.
14. Changes to This Policy
We reserve the right to update or amend this Sales and Returns Policy from time to time.
Any changes will be published on this page and will apply from the date of publication.
The version of this Policy available on the website at the time you place your order will apply to that order.
15. Contact
For any questions, requests or clarifications, you can contact us at:
KAPROS LORENA MARILENA PFA
Email: contact.cochetica@gmail.com
Phone: +40 723 181 467
Registered office: Str. Cișmelei no. 2, Constanța, Romania
Contact / physical store address: Strada Ștefan cel Mare no. 94, 900705 Constanța, Romania
16. Standard Cancellation Form
You may use the form below to cancel your order, but it is not mandatory.
To: KAPROS LORENA MARILENA PFA
Email: contact.cochetica@gmail.com
Registered office: Str. Cișmelei no. 2, Constanța, Romania
Contact / physical store address: Strada Ștefan cel Mare no. 94, 900705 Constanța, Romania
I hereby give notice that I cancel my contract of sale for the following Products:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Date: