Refund policy

Return policy

30 days to return

You have 30 days from the day you, or a person you designate (other than the courier), take possession of the product to tell us that you want to return it, without having to give a reason. This policy applies to all orders, in Romania and in every European Union country we deliver to.

Personalised products

La Colecție plaques are made from the photo and details you send us. Under distance-selling law (Article 16(c) of Directive 2011/83/EU, transposed in Romania by Article 16(c) of Government Emergency Ordinance No. 34/2014), goods made to the consumer's specifications are excluded from the statutory right of withdrawal. Even so, we offer you the 30-day return right described in this policy for them as well.

When a plaque is returned, the number assigned to it in the La Colecție Registry is cancelled, and we reserve the right to resell the plaque.

How to request a return

Email us at contact@stl-creations.com with your order number and the product you want to return. We'll reply with the shipping instructions.

The product must be sent back within 14 days of telling us, to: Strada Fabricii de Zahăr nr. 93/A, Cluj-Napoca, Cluj County, Romania. Products sent back without a return request cannot be processed.

Return shipping is free for you: we'll send you a return label together with the instructions.

Condition of the product

Please return the product complete (including the stand), in the condition you received it and, where possible, in its original packaging. You may unpack and inspect the product, but you are liable for any loss in value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

Refunds

We refund the amount paid for the returned products, including the original delivery cost (up to the cheapest standard delivery option offered), within 14 days of the day you tell us about the return. We may withhold the refund until we receive the product back or until you send us proof that you have shipped it, whichever comes first.

The refund is made using the same payment method you used for the order, at no extra cost to you. Your bank may need a few extra days to show the amount in your account.

Damaged, defective or incorrect products

Check the product as soon as you receive it. If your plaque arrived damaged, is defective or does not match your order, email us as soon as possible at contact@stl-creations.com with a photo and your order number. We'll send you a new plaque free of charge or, if you prefer, refund the amount you paid.

All products are covered by the 2-year legal guarantee of conformity under Directive (EU) 2019/771, transposed in Romania by Government Emergency Ordinance No. 140/2021. This return policy does not limit your statutory rights.

Exchanges

Each plaque is made individually, so we don't offer direct exchanges. If you'd like a different format or design, return the product under this policy and place a new order.

Questions

For any question about returns, you can email us at any time at contact@stl-creations.com.