Refund policy
RETURN AND REFUND POLICY
Last updated: 22 September 2026
This policy applies to products ordered online from www.jiva.ro and supplements the Consumer’s statutory rights.
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STATUTORY RIGHT OF WITHDRAWAL – 14 DAYS
The Consumer has the right to withdraw from the Contract without providing a reason within 14 calendar days from the date on which the Consumer takes possession of the product.
To exercise the right of withdrawal, the Customer must submit a request through the return form available on the website or through the contact details displayed on www.jiva.ro before the withdrawal period expires.
During the first 14 days, the Customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning.
The Customer is responsible for any reduction in the product’s value resulting from handling beyond what is necessary for this inspection.
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EXTENDED COMMERCIAL RETURN – UP TO 30 DAYS
In addition to the statutory right of withdrawal, Jiva Boutique SRL allows eligible products to be returned within a maximum of 30 calendar days from delivery.
For returns requested after the statutory 14-day period and no later than day 30, the product must be:
• unused, unworn and unaltered;
• unwashed, uncut, undyed and not styled;
• free from traces of cosmetics, adhesives, odours, perspiration, heat, friction or other signs of use;
• accompanied by all labels, accessories and documents supplied;
• returned with all hygiene and protective seals intact;
• appropriately packaged to prevent damage during transport.
For commercial returns requested between days 15 and 30, only the value of the accepted products will be refunded. The initial delivery charge and the return delivery cost will not be refunded.
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PRODUCTS EXCLUDED FROM RETURN FOR HYGIENE REASONS
The right of withdrawal does not apply to sealed products that are unsuitable for return for health protection or hygiene reasons and that have been unsealed by the Consumer after delivery.
Depending on the nature and packaging of the product, this exception may include wigs, hairpieces, hair systems, extensions, turbans, hair accessories or other personal-use products if the hygiene or protective seal has been removed or damaged.
Opening the external delivery packaging does not automatically constitute unsealing for hygiene purposes. The exception applies when the hygiene or protective seal attached to the product has been removed or broken.
Products made or modified according to the Customer’s specifications cannot be returned. This includes products that have been cut, adjusted, personalised, dyed or otherwise modified at the Customer’s request.
These limitations do not affect the Customer’s rights where a product is non-conforming or has a manufacturing defect.
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RETURN PROCEDURE
Before sending the product, the Customer must complete the return form available on the website or submit a notification containing:
• first and last name;
• order number;
• the product or products being returned;
• contact details;
• IBAN details where the refund cannot be made through the original payment method.
Products must be returned to:
JIVA BOUTIQUE SRL – JIVA SHOWROOM
35C Timișoara Boulevard
Nautilius Building, 1st floor, Apartment 1
District 6, Bucharest, Romania
Parcels sent with cash on delivery will not be accepted.
The direct return delivery cost is borne by the Customer.
If the product is non-conforming, has a manufacturing defect or the wrong product was delivered, reasonable return delivery costs will be covered by Jiva Boutique SRL.
The Customer is responsible for appropriate packaging and for the product’s condition until it is delivered to Jiva Boutique SRL.
Customers are advised to retain the shipping receipt and tracking number until the return has been fully resolved.
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INSPECTION OF RETURNED PRODUCTS
Returned products will be inspected after they are received.
If a product shows signs of use, damage, alterations, odours, missing parts or handling that has reduced its value, Jiva Boutique SRL may reduce the refund proportionately to the loss in value, in accordance with applicable law.
For commercial returns requested between days 15 and 30, failure to meet the conditions stated in this policy may result in the return being refused.
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REFUNDS
For withdrawals exercised during the statutory 14-day period, refunds will be issued no later than 14 days after Jiva Boutique SRL is informed of the Customer’s decision to withdraw.
Jiva Boutique SRL may withhold the refund until the returned product is received or until the Customer provides proof that the product has been dispatched, whichever occurs first.
For statutory withdrawals, the product value and the initial standard delivery charge will be refunded.
Any additional costs resulting from the Customer’s choice of a delivery method more expensive than the standard delivery option offered by Jiva will not be refunded.
Refunds are generally made using the same payment method used for the original purchase.
For orders paid by cash on delivery, the refund may be made by bank transfer to the account provided by the Customer.
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PRODUCTS PURCHASED FROM THE SHOWROOM
Products purchased directly from the physical showroom are not covered by the statutory right of withdrawal applicable to distance contracts.
The Customer’s legal rights concerning non-conforming products or manufacturing defects remain applicable.
Any additional commercial return or exchange for products purchased from the showroom is available only under the conditions communicated and accepted at the time of purchase.
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LEGAL GUARANTEE OF CONFORMITY
This Return and Refund Policy does not restrict the legal guarantee of conformity.
Normal wear or damage caused by use, improper care, heat, friction, cosmetics, adhesives, cutting, colouring, alterations or failure to follow the care instructions does not constitute a manufacturing defect.
For non-conforming products, the applicable statutory remedies and the “Legal Guarantee of Conformity and Product Returns” policy published on www.jiva.ro apply.
CONTACT
JIVA BOUTIQUE SRL
Email: office@jiva.ro
Telephone: +40 786 837 772
Registered office: 25 Nuferilor Street, Năvodari, Constanța County, Romania
Return address: 35C Timișoara Boulevard, Nautilius Building, 1st floor, Apartment 1, District 6, Bucharest, Romania.
