Terms of service
TERMS AND CONDITIONS
Last updated: 22 September 2026
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MERCHANT DETAILS
The website www.jiva.ro is operated by:
JIVA BOUTIQUE SRL
Registered office: 25 Nuferilor Street, Năvodari, Constanța County, Romania
Trade Registry number: J2013000866134
VAT number: RO31501907
Share capital: RON 5,000
Email: office@jiva.ro
Telephone: +40 786 837 772
Showroom, correspondence and return address:
35C Timișoara Boulevard, Nautilius Building, 1st floor, Apartment 1, District 6, Bucharest, Romania.
JIVA BOUTIQUE SRL is referred to below as “Jiva” or the “Seller”.
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APPLICATION OF THESE TERMS
Accessing the website, using its services or placing an order constitutes acceptance of these Terms and Conditions.
The terms applicable to an order are those available at the time the order is placed. Subsequent changes do not affect orders or contracts already concluded.
Before completing an order, the Customer must read the information concerning the product, price, delivery, payment, returns and legal guarantee of conformity.
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DEFINITIONS
Customer – any natural or legal person who uses the website or places an order.
Consumer – a natural person acting for purposes outside their trade, business, craft or professional activity.
Product – any item sold through www.jiva.ro or through the Jiva showroom.
Order – a request submitted by the Customer to purchase one or more products.
Contract – the distance contract concluded between Jiva and the Customer without the simultaneous physical presence of the parties.
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PRODUCT INFORMATION
Jiva makes reasonable efforts to provide complete and accurate product information, including relevant characteristics, materials, sizes, colours, instructions and warnings.
Colours displayed on the website may vary slightly depending on the screen, device settings, photographic lighting or differences between manufacturing batches.
Images are for presentation purposes and do not replace the technical information provided in the product description.
For wigs and hair products, the final appearance may vary depending on head size, face shape, fitting, personalisation and maintenance.
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PRODUCT AVAILABILITY
Products may be:
• available in Jiva’s stock;
• available from the supplier;
• available for pre-order;
• temporarily unavailable.
If an ordered product is no longer available, the Customer will be informed and may accept a different delivery date, choose an alternative product, or cancel the order and receive a refund of the amounts paid.
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PRICES
Prices are displayed in Romanian lei and include VAT where applicable.
The total cost of the order, including delivery and any additional costs accepted by the Customer, is displayed before the order is submitted.
Jiva may change prices without prior notice. Price changes do not affect orders already accepted.
When announcing price reductions, Jiva applies the legal requirements concerning the display of the previous price.
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PLACING AN ORDER
The Customer adds the selected products to the shopping cart and provides the information required for billing, payment and delivery.
Creating an account is not mandatory where the system allows checkout as a guest.
The Customer is responsible for the accuracy of the information provided.
The automatic order receipt message confirms that the request has been registered but does not necessarily represent final acceptance of the order.
The Contract is concluded when Jiva confirms the order or dispatches the products.
Jiva may request confirmation by telephone or email if information is incomplete, fraud is suspected, the order includes special products, or other justified reasons exist.
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PAYMENT METHODS
Depending on the order, the following payment methods may be available:
• cash on delivery;
• online card payment through an authorised payment service provider;
• advance bank transfer;
• card payment at the showroom POS terminal;
• other methods displayed at checkout, such as Shop Pay or Google Pay.
Jiva does not store complete bank card details. Online payments are processed by authorised service providers.
For deliveries outside Romania, payment for the products and delivery must be made in advance.
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DELIVERY WITHIN ROMANIA
The standard delivery charge is:
• RON 20 for orders with a value below RON 301;
• free of charge for orders of at least RON 301.
These prices apply within the courier’s standard delivery area.
If the delivery address involves additional kilometres or special services not included in the standard price, any additional cost will be communicated before dispatch is confirmed.
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DELIVERY WITHIN THE EUROPEAN UNION
The standard delivery charge within the European Union is RON 95. Products and delivery must be paid in advance.
If the destination, weight or dimensions of the parcel require a different price, the Customer will be informed before the order is confirmed.
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DELIVERY TIMES
Products held in stock are generally delivered within one to two working days after the order is confirmed.
Orders placed during weekends or public holidays are processed on the next working day.
For pre-order products or products available from the supplier, the delivery period displayed on the product page or communicated individually to the Customer applies.
Delays outside Jiva’s reasonable control may occur. In such cases, Jiva will provide information and assistance to clarify the delivery status.
The risk of loss or damage passes to the Consumer when the Consumer, or a third party appointed by the Consumer other than the carrier, takes physical possession of the product.
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RECEIVING THE PARCEL
The Customer should inspect the external condition of the parcel upon delivery.
Any visible damage should be reported to the courier and Jiva as soon as possible.
Customers are advised to retain the packaging and relevant documents until any delivery issue has been resolved.
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STATUTORY RIGHT OF WITHDRAWAL – 14 DAYS
A Consumer who purchases online may withdraw from the Contract without providing a reason within 14 calendar days of taking possession of the product, in accordance with Romanian Emergency Ordinance no. 34/2014.
The withdrawal must be notified through an unequivocal statement sent to office@jiva.ro or through the withdrawal form available on the website.
After submitting the notification, the product must be dispatched without undue delay and no later than 14 days after the notification.
Return address:
JIVA BOUTIQUE SRL
35C Timișoara Boulevard, Nautilius Building, 1st floor, Apartment 1, District 6, Bucharest, Romania.
The direct cost of returning the product is borne by the Customer, except for non-conforming products or where Jiva has agreed in writing to cover the return cost.
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REFUNDS
Jiva will reimburse the amounts due no later than 14 days after being informed of the withdrawal.
The refund may be withheld until Jiva receives the returned product or until the Customer provides proof that the product has been dispatched, whichever occurs first.
The refund will be made using the same payment method used for the original transaction, unless another method is expressly agreed without additional costs for the Consumer.
For cash-on-delivery orders, the Customer may be required to provide an IBAN and the name of the account holder.
Parcels sent to Jiva with cash on delivery will not be accepted.
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CONDITION OF RETURNED PRODUCTS
The Consumer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to an inspection permitted in a physical store.
The Consumer is responsible for any reduction in value resulting from handling beyond what is necessary for this purpose.
The product should be returned with the available accessories, labels, seals and packaging and must be adequately protected during transport.
The absence of the original packaging does not automatically cancel the statutory right of withdrawal. However, damage, use or any reduction in the product’s value may be assessed.
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EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal does not apply in the cases provided by Romanian Emergency Ordinance no. 34/2014, including:
• products made to the Customer’s specifications or clearly personalised;
• sealed products that are unsuitable for return for health protection or hygiene reasons and that were unsealed after delivery;
• other products and circumstances expressly exempted by law.
Wigs and hair products are not automatically excluded from the right of withdrawal.
The hygiene exception may apply only to products delivered with an appropriate seal, after that seal has been broken or opened, and where the nature of the product genuinely prevents resale for health or hygiene reasons.
Discounted products benefit from the same statutory right of withdrawal as full-price products unless another legal exception applies.
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JIVA’S EXTENDED COMMERCIAL RETURN – UP TO 30 DAYS
In addition to the statutory right of withdrawal, Jiva offers the possibility of returning eligible products within 30 calendar days of receipt.
For returns requested between days 15 and 30, all the following conditions must be met:
• the product is unused and has not been worn beyond a reasonable fitting;
• the product has not been washed, cut, dyed, styled or altered;
• the product has no odours or traces of cosmetics, adhesives, perspiration, heat or friction;
• labels, accessories and seals are intact;
• the product and packaging are complete and undamaged.
For commercial returns requested between days 15 and 30, the initial delivery charge is not refunded and the Customer bears the return delivery cost.
Jiva may refuse this additional commercial return option if these conditions are not met.
This commercial return option does not limit the Customer’s legal rights concerning non-conforming products.
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LEGAL GUARANTEE OF CONFORMITY
Products benefit from the legal guarantee of conformity provided by Romanian Emergency Ordinance no. 140/2021 and the other applicable consumer protection provisions.
The legal guarantee is separate from any additional commercial guarantee.
Jiva does not provide an additional commercial durability guarantee unless such a guarantee is expressly stated for a specific product.
The legal guarantee applies to a lack of conformity existing at the time of delivery and identified within the period provided by law.
Normal wear or damage caused by use, friction, heat, cosmetics, adhesives, cutting, colouring, styling, washing, improper maintenance or improper storage does not constitute a lack of conformity.
Depending on the circumstances and the conditions established by law, legal remedies may include:
• repair;
• replacement;
• a proportionate price reduction;
• termination of the Contract.
For conformity complaints, the Customer must send the order number, a description of the issue and relevant photographs to office@jiva.ro.
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USE AND CARE INSTRUCTIONS
The Customer must follow the instructions applicable to each product.
In particular:
• products must not be washed in a washing machine unless the instructions expressly permit it;
• synthetic hair and natural hair require different care procedures and products;
• products must be dried at room temperature, away from radiators, hair dryers, flames, ovens, candles and other heat sources;
• products made from standard synthetic fibre must not be exposed to straighteners, curling irons or other high-temperature appliances;
• products must not be bleached, dyed or chemically treated unless expressly permitted;
• products should be combed using the recommended tools, starting from the ends;
• sleeping while wearing a wig or hair system is not recommended;
• products should be stored on an appropriate stand or in their original packaging.
Failure to follow these instructions may cause damage that does not constitute a manufacturing defect or a lack of conformity existing at delivery.
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BUSINESS CUSTOMERS
The statutory right of withdrawal available to Consumers does not apply to legal entities or purchases made for professional purposes.
Any business-to-business return requires Jiva’s prior written agreement and will be handled under the conditions agreed by the parties.
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INTELLECTUAL PROPERTY
The website’s content, including text, photographs, graphics, names, logos and presentation materials, belongs to Jiva or its partners and is protected by intellectual property law.
Copying, distributing or using this content commercially without the rights holder’s written consent is prohibited, except where permitted by law.
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CUSTOMER ACCOUNTS
The Customer is responsible for maintaining the confidentiality of their login details and for activity carried out through their account.
Any unauthorised use must be reported to Jiva as soon as possible.
Jiva may restrict an account used fraudulently, abusively or contrary to the law or these Terms.
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DATA PROTECTION AND COOKIES
The processing of personal data is described in the Privacy Policy.
The use of cookies and the available preference controls are described in the Cookie Policy.
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LIABILITY
Jiva is liable within the limits established by law and does not exclude or restrict mandatory Consumer rights.
Nothing in these Terms excludes liability that cannot legally be excluded.
Jiva is not liable for products used contrary to the instructions, changes made by the Customer or third parties, or personal incompatibilities that do not constitute product non-conformity.
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FORCE MAJEURE
Neither party is liable for failure to perform its obligations caused by a force majeure event recognised under applicable law.
The affected party will inform the other party within a reasonable period and take reasonable measures to limit the effects.
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COMPLAINTS AND DISPUTE RESOLUTION
For complaints, the Customer may contact Jiva at:
Email: office@jiva.ro
Telephone: +40 786 837 772
Jiva will attempt to resolve requests amicably.
Consumers may contact the Romanian National Authority for Consumer Protection and use the available alternative dispute resolution mechanisms through www.anpc.ro.
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APPLICABLE LAW
Contracts are governed by Romanian law, without limiting any mandatory rights granted to Consumers under applicable legislation.
Disputes will first be addressed amicably. If an amicable resolution is not possible, disputes will be submitted to the competent courts.
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CONTACT
JIVA BOUTIQUE SRL
Trade Registry number: J2013000866134
VAT number: RO31501907
Share capital: RON 5,000
Email: office@jiva.ro
Telephone: +40 786 837 772
Registered office: 25 Nuferilor Street, Năvodari, Constanța County, Romania
Showroom and return address: 35C Timișoara Boulevard, Nautilius Building, 1st floor, Apartment 1, District 6, Bucharest, Romania.
