Refund policy

Last updated: 14 October 2026

This policy covers two different situations, with different rules: your right to cancel your purchase within 14 days without giving a reason (Directive 2011/83/EU and Romanian Government Emergency Ordinance no. 34/2014), and your rights when you receive a damaged, wrong or non-conforming product (Romanian Government Emergency Ordinance no. 140/2021). The limits on the right of withdrawal do not apply to non-conforming products. This policy applies to buyers who are consumers; purchases made for business purposes do not carry a right of withdrawal.

A. Withdrawal within 14 days, without giving a reason

1. The 14-day right of withdrawal

You can cancel your purchase within 14 calendar days, without giving a reason. The period starts on the day you, or a person you designate other than the courier, take physical possession of the products. If an order is delivered in several parcels, the period starts when you receive the last parcel.

2. Products that cannot be returned once unsealed

amerin products are cosmetics, food supplements and care products applied to the skin. Once unsealed, they can no longer be resold, for health protection and hygiene reasons. For this reason, under Article 16(1)(e) of Ordinance no. 34/2014, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery.

The seal is whatever shows that the product has not been opened, for example the protective film on the box or the container, a sealing label or strip, a membrane or a cap with a safety seal. If such a seal has been broken or removed, the product can no longer be returned under the right of withdrawal. Opening the shipping parcel, or a box that is not sealed, does not unseal the product.

This exception does not depend on price: sealed products bought at a discount or on promotion can be returned on the same terms as any other product.

If you send us an unsealed product anyway, we cannot refund it. We will let you know and send it back to you at your cost.

3. How to exercise the right of withdrawal

Before the 14 days expire, send us a clear statement that you are cancelling your purchase, using one of these options:

the form on our Withdrawal and Return Form page;
an email to hello@amerin.eu;
the model form at the end of this page, sent by email or by post to our registered office.

To identify the contract, include your order number and the products you are returning. You do not need to give a reason. We confirm receipt by email and send you the return address. Withdrawal does not depend on our approval.

4. Returning the products

Send the products back within 14 days of telling us that you are withdrawing. The deadline is met if you ship the parcel before it expires. You pay the direct cost of returning the products; we do not provide free return labels for withdrawals. If you send the parcel with postage to be paid on delivery, the amount we pay on receipt is deducted from the refund.

Return the products in their original packaging, complete and, if they were delivered sealed, with the seal intact. Pack them so they are not damaged in transit and, preferably, use a courier service with tracking.

You may examine the product only as you would in a shop: you can look at it and read its label and the information on the packaging, without unsealing, opening or applying it. You are liable for any loss in value resulting from handling beyond that examination (Article 14(3) of Ordinance no. 34/2014). A cosmetic or care product that has been opened, applied or used can no longer be resold, so the loss in its value may equal its full price. Missing original packaging, or packaging damaged by handling or inadequate packing, may also reduce the product's value.

5. Refund

If you withdraw from the whole order, we refund all amounts paid, including the original standard delivery cost, without undue delay and no later than 14 days after you told us you are withdrawing (Article 13 of Ordinance no. 34/2014). We may withhold the refund until we receive the products back or until you send us proof that you have shipped them, whichever comes first.

The refund is made using the same payment method as the order, at no cost to you, unless we agree otherwise. For cash-on-delivery orders, we refund by bank transfer to the account you give us.
If you chose a delivery method more expensive than the standard delivery we offer, the difference is not refunded.
If you return only some of the products in an order, we refund the price of the returned products. The delivery cost is recalculated using the rates in our Shipping Policy that applied on the order date, as if you had ordered only the products you kept: if delivering those would have cost less than you paid, we refund the difference. We do not deduct any further amount for the original delivery.
If the return means that the rest of the order no longer meets the condition of a free gift promotion, please also return the free gift, sealed. If the gift's value was stated in the promotion description on the order date and the gift is not returned or is returned unsealed, we deduct that value from the refund. If no value was stated, we do not deduct any amount for the gift. Details in our Rules for Promotions.

We inspect the products when we receive them. Unsealed products are not refunded (section 2). If a product's value has been reduced as set out in section 4, we will tell you by email, with a description of what we found and photos, and deduct the corresponding amount from the refund, up to the price paid for that product. If the refund was made before we received the products, based on proof of dispatch, we may ask you to pay this amount afterwards.

6. Refused or uncollected parcels

We treat the following situations differently:

Withdrawal communicated before delivery. If you tell us that you are cancelling the order before we ship it, we will not send it and we refund all amounts paid. If we have already shipped it, you can refuse the parcel. We refund the amounts paid as set out in section 5, and you pay the direct cost of returning the parcel to us, at the rate actually charged by the courier.
Parcel refused and communicated as a withdrawal. If you refuse the parcel and tell us, on delivery or within the withdrawal period, that you are cancelling your purchase, this is a withdrawal and the rule above applies.
Parcel not collected, without any message from you. Not collecting a parcel is not, in itself, a withdrawal, and it is not treated as fraud. We will contact you to arrange a new delivery or, if you wish, to let you exercise your right of withdrawal. If no new delivery is arranged, we refund the amounts paid for the products. We may only deduct the transport costs we actually paid for delivering and returning the parcel, and only to the extent that they are real damage caused by the parcel not being collected, after informing you of them in writing with supporting details.
Delivery impossible because of a wrong or incomplete address you gave us. We will contact you to arrange a new delivery, whose direct cost is paid by you, or to end the contract. The rule in the previous point applies to costs.
Delivery not made because of us or the courier. If delivery did not take place for reasons attributable to us or the courier, for example the parcel was not presented at the address or was lost, you pay no costs. We arrange a new delivery free of charge or, if you choose to end the contract, we refund all amounts paid, as set out in section 7 of our Terms of Service.

The same rules apply to cash-on-delivery orders; in those cases there is nothing to refund.

B. Damaged, wrong or non-conforming products

7. Legal guarantee of conformity

These cases fall under the legal guarantee of conformity (Romanian Government Emergency Ordinance no. 140/2021), not under the right of withdrawal. We are liable for any lack of conformity that exists at delivery and becomes apparent within 2 years of delivery. Your rights do not depend on reporting the problem within a set period after you discover it.

Write to us at hello@amerin.eu, giving your order number and a description of the problem. Photos of the product and packaging help us review your request faster, but they are not in every case a condition for exercising your rights. For damage visible on receipt (broken packaging, leaked contents), please let us know as soon as possible, ideally within 48 hours, so we can claim against the courier. This recommendation is not a condition for accepting your complaint.

You have the following rights:

if the lack of conformity becomes apparent within 30 calendar days of delivery, you are entitled to have the product replaced (Article 11(7) of Ordinance no. 140/2021);
in other cases, you can choose between repair and replacement, unless the remedy you choose is impossible or disproportionately costly; for our products, the appropriate remedy is usually replacement;
replacement is free of charge for you and is carried out within a reasonable period, which cannot exceed 15 calendar days from the date you informed us and which we agree with you in writing (Article 12);
we bear all costs needed to bring the product into conformity. If the product needs to come back to us, we send you a return label or arrange a courier collection at our expense;
in the cases provided by law, for example if replacement is not possible, is not carried out in time or the lack of conformity persists, you are entitled to a proportionate price reduction or to terminate the contract and get the price back, using the same payment method and at no cost to you. The contract cannot be terminated for a minor lack of conformity.

To review your request, we may ask you for more information, for example the batch number and expiry date on the packaging, or ask you to return the product for inspection, at our cost. If the inspection shows that the product is in conformity, we will tell you why.

If the product matches its description, its ingredient list and the claims made about it, the following are not a lack of conformity:

individual sensitivity, intolerance or allergy to an ingredient shown in the ingredient list (INCI); see our tolerance test recommendations;
personal preferences about scent, texture or colour;
a cosmetic result not appearing in your case, since results can vary from person to person;
minor packaging differences due to design updates that do not affect the product;
damage caused after delivery by use contrary to the instructions, by improper storage, or by use after the expiry date or the period after opening (PAO).

C. Other information

8. Exchanges

We do not offer direct exchanges. If you would like a different product, you can return the product you received under this policy and place a new order.