Last updated: September 24, 2026.

Right of withdrawal (14 days)

According to OUG 34/2014 (the transposition of the European Directive 2011/83/EU), you have the right to return products purchased online within 14 calendar days of receiving them, without needing to justify the decision and without penalties. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, acquire physical possession of the products.

To exercise your right of withdrawal, fill out the Contract Withdrawal Form on the website or write to us at office@dahlia.ro with your order number and the products you wish to return. You will receive confirmation via email.

Return conditions

Products must be returned in the same condition in which you received them. Specifically:

Products must be: unworn, unwashed, unironed, and unaltered in any way. Trying them on at home is permitted (just as in a fitting room), but actual wear is not.

All original labels (brand label, composition label, price label) must be attached and intact.

Packaging: please return the product in packaging that protects it during transport, ideally the original one.

The product must not show: traces of deodorant, perfume, self-tanner, makeup, or other substances; stains of any kind; pulled threads; wear creases; odors (including tobacco); or damage caused by use.

Dahlia security tag

Every piece is sent to you with a security tag fastened around it, and we photograph it before shipping. You can try the piece on calmly, with the tag on, just as you would in a fitting room.

If you choose to return the piece, please send it back with the tag intact and attached. Your 14-day right of withdrawal remains valid in all cases. If the tag is missing or broken, we check the piece carefully, and if it shows signs of wear, washing or odor, we only deduct the diminished value from the refund, in accordance with Art. 14 par. (2) of OUG 34/2014. We send you the photos before any deduction.

Diminution of product value

According to Art. 14 par. (2) of OUG 34/2014, you are responsible for the diminution of the value of the products resulting from handling them differently than is necessary to establish their nature, characteristics, and functioning. Specifically: you may try on the items (as you would in a physical store), but if the product shows signs of use, wear, or damage, we will deduct the value corresponding to the diminution from the refunded amount. If the product can no longer be sold as new, the deduction may be total.

How to return

Step 1. Fill out the Withdrawal Form on the website or write to us at office@dahlia.ro within 14 days of receiving the products. Mention the order number, the products you are returning, and, if you paid cash on delivery, your IBAN for the refund.

Step 2. You will receive our confirmation via email.

Step 3. Ship the products within a maximum of 14 calendar days of notifying us of the withdrawal, to the following address:
Dahlia (Edelnova Studio SRL)
Strada Gării no. 21A, Cluj-Napoca, Cluj County

Step 4. Upon receipt of the package, we will verify the condition of the product within a maximum of 5 business days.

Step 5. If everything is in order, we will process the refund within 14 days at the latest. If the product shows signs of use or damage (for example, a missing security tag and signs of wear), we will notify you with photos and inform you of the deduction amount before processing the refund.

Partial returns

If you ordered multiple products and wish to return only some of them, you can do so. Specify exactly which products you are returning in the withdrawal form.

Return costs

The cost of shipping the products back to us is borne by you, in accordance with the law. You may use any courier you choose.

Refunds

After we receive and verify the products, we will refund the full amount, including the cost of standard initial delivery, within a maximum of 14 days from the date we were informed of your decision to withdraw. We may withhold the refund until we have actually received the products or until you have provided proof of shipment.

The refund will be issued using the same payment method you used for the order. If you paid cash on delivery, the refund will be made via bank transfer; please provide us with your IBAN when notifying us of the withdrawal.

If you chose a more expensive delivery method than the standard option offered by us, the difference in cost compared to standard delivery will not be refunded.

Product exchanges

Exchanges (different size, different color) are not a legal obligation, but we may offer them on a case-by-case basis. If you would like an exchange, contact us at office@dahlia.ro before returning the product. In the absence of an exchange confirmation from us, the return will be processed as a standard withdrawal with a refund.

Sale items

Products purchased at a discounted price can be returned under the same conditions as full-price products.

Gifts

If you received a product as a gift, the refund will be issued to the person who paid for the order, not to the gift recipient.

Verifying the package upon receipt

Please check the package at the moment of receipt from the courier. If the outer packaging shows visible damage (torn, opened, wet), mention this in the courier’s delivery report or refuse the package. Contact us immediately at office@dahlia.ro with photos of the damaged packaging.

Orders refused upon delivery

Unjustified refusal of a package upon delivery does not constitute a notice of withdrawal from the contract. To exercise your right of withdrawal, please follow the procedure described above.

In the case of unjustified refused orders, shipping costs (including the return of the package to us) will be withheld from any amounts paid in advance. We reserve the right to restrict the cash-on-delivery payment option for future orders.

Exceptions to the right of withdrawal

According to Art. 16 of OUG 34/2014, the following cannot be returned:

Products made to your specifications (customized).

Sealed products which cannot be returned for health protection or hygiene reasons, if they were unsealed after delivery.

Damaged or incorrect products

If you received a product with a manufacturing defect or different from the one ordered, contact us immediately at office@dahlia.ro with photos of the product and a description of the problem. We will organize the return at our expense and send you the correct product or refund the full amount, including return shipping costs.

Legal guarantee of conformity (2 years)

Products are covered by the legal guarantee of conformity of 2 years from delivery, according to OUG 140/2021.

If the product shows a lack of conformity (manufacturing defect, material failure during normal use), you have the right to free repair or replacement.

How to proceed: Write to us at office@dahlia.ro with photos of the defect, the order number, and a description of the issue. We have a maximum of 15 calendar days for repair or replacement.

If repair or replacement is not possible or is not carried out within the 15-day period, you may request a proportional price reduction or contract termination with a full refund.

During the first 12 months from delivery, any lack of conformity is presumed to have existed at the time of delivery (you do not need to prove the cause). After 12 months, you are required to demonstrate that the defect is a manufacturing one, and not the result of normal wear or improper use.

Dispute resolution

We encourage you to contact us first at office@dahlia.ro regarding any dissatisfaction. If we cannot reach an amicable solution, you may contact:

ANPC (National Authority for Consumer Protection): anpc.ro

SAL (Alternative Dispute Resolution): anpc.ro/ce-este-sal

SOL (European Online Dispute Resolution Platform): ec.europa.eu/consumers/odr