Refund policy

Last updated: 01.01.2026

In accordance with Directive 2011/83/EU and applicable national legislation, consumers have the right to withdraw from the contract within 14 calendar days from the date of receiving the products, without providing any reason.

1. Return Conditions

In order for a return to be accepted, the returned product must:

  • be unused, without signs of installation, wear, or damage;

  • be returned in its original condition, together with the original packaging;

  • be in a condition that allows resale as a new product.

We reserve the right to refuse returns that do not meet these conditions.

2. How to Request a Return

To exercise your right of withdrawal, please notify us within the legal timeframe by email at contact@icris.ro, including the following information:

  • full name;

  • order number;

  • intention to return the product;

  • photographs of the product (if applicable).

❗ Please do not send the product back without prior confirmation from us.

Once your request has been approved, we will provide the return address and shipping instructions.

3. Return Shipping Costs

In the case of withdrawal from the contract for reasons not related to product non-conformity, the return shipping cost shall be borne by the customer, in accordance with applicable consumer legislation.

4. Non-Conforming, Damaged, or Incorrect Products

If the received product is damaged, defective, or different from the one ordered, please contact us immediately at contact@icris.ro, providing relevant photographs.
We will resolve the situation without any additional cost to you.

5. Exceptions to the Right of Withdrawal

In accordance with Article 16 of Directive 2011/83/EU, the following products cannot be returned:

  • customized or personalized products made according to the customer’s specifications;

  • products manufactured as a special order;

  • gift cards.

6. Refunds

After receiving and inspecting the returned product, we will refund the product value within a maximum of 14 calendar days from the date we were informed of the withdrawal decision.

Refunds will be made using the same payment method used for the purchase, with no additional fees applied.