Refund policy

Last updated: 18 July 2026
Version: 2.1

1. Merchant

WE ARE XYZ DESIGN STUDIO S.R.L. (Nara Knits)
Registered office: Str. Av. Popișteanu 54B, 10th floor, ap. 102, Bucharest, Romania
Trade Registry No.: J40/6312/2017 · Company ID (CUI): 37500897
E-mail: hello@naraknits.com
Phone: +40 750 291 690

2. Right of withdrawal (consumers)

2.1. Under Romanian Emergency Ordinance (OUG) 34/2014 (transposing Directive 2011/83/EU), if you are a consumer (a natural person acting for purposes outside their trade or profession), you have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason and without incurring costs other than those provided in art. 13(3) and art. 14 of OUG 34/2014.

2.2. The withdrawal period starts:

for sales contracts: on the day the consumer (or a third party indicated by the consumer, other than the carrier) takes physical possession of the product;
for orders with several products delivered separately: on the day of taking possession of the last product.

2.3. The right of withdrawal is exercised through an unequivocal statement (e-mail, form, letter). For convenience, you may use the model form provided in the Annex to OUG 34/2014, available here: Withdrawal form. You may also send it by e-mail to hello@naraknits.com.

2.4. This right cannot be limited or excluded by contract.

3. Return procedure

3.1. Notify us of your intention to return by e-mail at hello@naraknits.com, stating your order number and the products to be returned.

3.2. Send the product within a maximum of 14 days of the notification, to the address indicated in our reply.

3.3. The cost of return shipping is borne by the customer, except where the product is defective or incorrect.

3.4. Please return the product, where possible, in its original packaging with labels attached. You may examine the product as you would in a physical shop; under OUG 34/2014 art. 14(3), you are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

4. Exceptions

Certain products cannot be returned (under OUG 34/2014, art. 16): personalised products or products made to your specifications (art. 16(c)) and sealed products which cannot be returned for health protection or hygiene reasons once unsealed after delivery (art. 16(e)). Unused gift cards may be returned within the statutory 14-day period; gift cards that have been used, in whole or in part, cannot be returned. Where an exception applies to a product, this is indicated on the product page.

5. Refunds

5.1. Under OUG 34/2014 art. 14, we process the refund without undue delay and no later than 14 days from the date we are informed of your decision to withdraw. We may withhold the refund until we receive the returned products or until you provide proof of shipment — whichever comes first.

5.1.1. The refund includes the standard delivery costs you paid on the original order. We are not obliged to refund additional costs if you chose a more expensive delivery option than the standard one we offer.

5.2. The refund method is the same as the original payment method, unless we agree otherwise.

5.3. Card payment refunds. The amount is returned to the card used for the order, within 3–10 working days after processing (depending on the issuing bank).

5.4. Klarna payment refunds. If you paid via Klarna (Pay in 30 days or Pay in instalments), the refund is made to Klarna, which updates the customer’s payment plan. Amounts you have already paid to Klarna are refunded by Klarna under its own terms. For partial refunds, the remaining instalments are recalculated automatically. For billing/instalment questions, contact directly Klarna via the Klarna app or at klarna.com/ro.

5.5. NaraCredits reversal. Credits earned as a result of the returned order (from Nara Community, the Ambassadors program, campaign rewards) are reversed proportionally to the returned value. If the credits had already been used on another order, the account balance may become negative — the negative balance is offset exclusively against future credits; we will not ask for payment in money.

5.6. Partial payment with credits. If an order was paid partly with NaraCredits and partly by card or Klarna, the refund is made proportionally:

the part covered by credits returns as NaraCredits to your account;
the cash part (card / Klarna) returns to the original payment method.

5.7. Discount code expired at the time of the return. If you used a NaraCredits code that has since expired, the reversed value reappears in your credit balance with validity extended by 30 days (a reasonable period for the new redemption).

6. Defective or incorrect products (lack of conformity)

6.1. Under Romanian Emergency Ordinance (OUG) 140/2021 (transposing Directive (EU) 2019/771) and Law 449/2003, products benefit from a 2-year legal warranty of conformity from the date of delivery.

6.2. In case of lack of conformity, you are entitled, in the order set out in OUG 140/2021 arts. 11–13, to:

a) having the goods brought into conformity through repair or replacement — free of charge, within a reasonable time not exceeding 15 calendar days (art. 12) and without significant inconvenience;
b) a proportionate price reduction or termination of the contract — under the conditions provided by law.

6.3. Presumption of non-conformity. In the first year after delivery, any lack of conformity is presumed to have existed at the time of delivery (OUG 140/2021 art. 10).

6.4. The costs of the remedy (two-way shipping, labour) are borne by Nara Knits in case of lack of conformity.

6.5. Notify us at hello@naraknits.com with a description of the issue and photos.

7. Commercial warranty (additional)

If we offer an additional commercial warranty alongside the legal warranty of conformity, its conditions are shown on the product page. The commercial warranty does not affect your legal rights as a consumer.

8. ANPC and ADR

For complaints not resolved amicably, you can contact the Romanian National Authority for Consumer Protection (ANPC) (anpc.ro) or the mechanisms for Alternative Dispute Resolution (ADR) under Romanian Government Ordinance 38/2015.

9. Contact

For any questions:

WE ARE XYZ DESIGN STUDIO S.R.L. (Nara Knits)
E-mail: hello@naraknits.com
Phone: +40 750 291 690
Hours: Monday–Friday, 09:00–17:00
We reply within 1–2 working days.