Return policy
Return policy
Choosing the right products is not always easy, so Sophie Pack offers you the opportunity to return the products you ordered, under the conditions set out below.
If you placed an order online on sophiepack.ro and you wish to return one or more products, you can submit your withdrawal request through the return form available on the page: https://sophiepack.ro/formular-de-retur/
According to GEO no. 18/2026, in the case of distance contracts concluded through an online interface, the consumer must have a clear, visible and easily accessible withdrawal function available. To submit the request, complete the return form and press the "Send" button.
After submitting your request, you will receive a confirmation email.
Return deadline
According to art. 9 of GEO no. 34/2014, the consumer benefits from a period of 14 calendar days to withdraw from a distance contract, without having to justify the decision to withdraw.
In the case of sales contracts, the 14-day period is calculated from the day on which the consumer or a third party indicated by him, other than the carrier, takes physical possession of the products.
If you ordered multiple products in a single order and they are delivered separately, the 14-day period is calculated from the day you took physical possession of the last product.
According to the legislation in force, the legal right of withdrawal is applicable to individual consumers. For orders placed by legal entities, return requests may be analyzed on a case-by-case basis, depending on the situation and the agreed commercial conditions.
Return conditions
Returned products must be in the same condition in which they were delivered, without damage caused by use, excessive handling or improper packaging.
According to art. 14 of GEO no. 34/2014, the consumer is only responsible for the diminution of the value of the products resulting from their handling in a way different from what is necessary to determine the nature, characteristics and functioning of the products.
Please pack the products properly before shipping, so that they are not damaged during transport.
Products exempt from the right of withdrawal according to art. 16 of GEO no. 34/2014 cannot be returned, including, where applicable, products made according to the customer's specifications or clearly personalized, as well as other products that fall under the applicable legal exceptions.
Return cost
According to art. 14 of GEO no. 34/2014, direct costs related to returning the products are borne by the consumer, unless the professional agrees to bear these costs or has not informed the consumer that these costs must be borne by him.
For returns picked up by courier, the cost of return shipping is 25 RON and will be deducted from the refunded amount for the returned products.
Alternatively, the customer can send the return via a courier of his choice, at his own expense, to the following address:
Vidului Street, 8A-8B, Florești, Cluj County
Return costs will not be borne by the customer in situations where the delivered product is wrong, defective or non-compliant.
Refund of money
According to art. 13 of GEO no. 34/2014, Sophie Pack will reimburse the amounts related to the returned products without undue delay and, in any case, no later than 14 days from the date on which she was informed of the decision to withdraw from the contract.
Sophie Pack may postpone the refund until we receive the returned products or until we receive proof that they have been shipped to us, whichever is the earliest.
The refund of the value of the returned products is made to the IBAN account indicated by the customer in the return form, except in situations where another reimbursement method is agreed upon.
Wrong, defective or non-compliant products
If you have received a wrong, defective or non-conforming product, please contact us at contact@sophiepack.ro, mentioning the order number and the problem encountered.
In these situations, return costs will not be borne by the customer.
Contact
For questions regarding returns or an order, you can contact us at: