Terms of service

Last updated: 6 October 2026
Version: 2.2

These terms govern the relationship between WE ARE XYZ DESIGN STUDIO S.R.L. (hereinafter “Nara Knits”, “we”, “our”) and the users of the website naraknits.com (the “Site”), including visitors, customers, Nara Community members and ambassadors.

Operator identification details:

Name: WE ARE XYZ DESIGN STUDIO S.R.L.
Trade name: 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
Hours: Monday–Friday, 09:00–17:00 (replies within 1–2 working days)

1. Scope of the Terms

By accessing or using the Site, placing an order, creating a customer account or enrolling in Nara Community / the Ambassador Programme, you agree to these Terms. If you do not agree, please do not use the Site.

2. Customer account

2.1. Creating an account is optional for purchasing products, but mandatory for:

joining Nara Community;
applying as an Ambassador;
generating NaraCredits redemption codes.

2.2. You are responsible for keeping your login details confidential. Notify us immediately at hello@naraknits.com if you suspect unauthorised access.

2.3. We may suspend or delete an account in cases of fraud, abuse, repeated breaches of the Terms or prolonged inactivity (over 24 months without orders or login), with reasonable prior notice, except in cases of proven fraud.

3. Orders and prices

3.1. Displayed prices are final sale prices, expressed in the currency of the selected market (RON for Romania, EUR for Bulgaria). WE ARE XYZ DESIGN STUDIO S.R.L. is not registered for VAT purposes (the special exemption scheme for small enterprises under art. 310 of the Romanian Fiscal Code), so prices do not include VAT. Delivery costs are calculated separately at checkout.

3.2. Price reductions. Under Romanian OUG 58/2022 (transposing Directive (EU) 2019/2161 — “Omnibus”), when we announce a price reduction we also indicate the prior price — defined as the lowest price applied to the same product in the 30 days before the reduction.

3.3. An order becomes binding upon its confirmation by e-mail. We reserve the right to refuse an order in case of an obvious pricing error, stock unavailability or suspected fraud, with a full refund of any amounts collected.

3.4. The applicability of discount codes and benefits (Community, Ambassador, campaigns) is detailed in section 15.

4. Delivery

Delivery conditions, times and costs are detailed in the Shipping Policy.

5. Payments

5.1. Payments are made through the methods available at checkout: bank card (via Shopify Payments), Klarna and other methods shown at the time of the order. Payment processing is carried out by third-party providers (processors and financial institutions), under their own terms.

5.2. Flexible payment via Klarna. For certain orders, we offer the option to pay via Klarna Bank AB (publ), under the conditions available at the time of the order (usually “Pay in 30 days” or “Pay in interest-free instalments”). The up-to-date list of options and full conditions are shown at checkout and available at klarna.com/ro.

5.3. The availability of Klarna options and final approval are at Klarna’s discretion, based on an automated assessment (including a credit assessment where applicable). To use Klarna you must be at least 18 years old and resident in an eligible country. Klarna’s terms and conditions, pre-contractual information and privacy notice are available at klarna.com/ro.

5.4. For questions about billing, instalments, changing due dates or payment issues in your relationship with Klarna, contact directly Klarna through its official channels (the Klarna app or klarna.com/ro). For anything related to the product, delivery, returns or warranty, contact us at hello@naraknits.com.

5.5. Reversals and refunds for Klarna payments. In case of cancellation, withdrawal or refund (partial or full), we process the refund to Klarna without undue delay and no later than 14 calendar days from the day we are informed of your decision to withdraw — we may withhold the refund until we have received the returned products or you have supplied proof of shipping them back, whichever comes first (OUG 34/2014 art. 13) —, and Klarna updates the customer’s payment plan accordingly. Amounts already paid by the customer to Klarna are refunded by Klarna under its own conditions. See also the Refund Policy.

5.6. Stacking with promotional codes. Paying with Klarna is a payment method, not a discount — it can be combined with any valid discount code (Ambassador, campaign, code generated from NaraCredits), within the stacking rules in §15.

6. Right of withdrawal (consumers)

6.1. Under Romanian OUG 34/2014 (transposing Directive 2011/83/EU), you have the right to withdraw from a distance contract, without giving any reason and without incurring costs other than those provided in art. 13(3) and art. 14 of OUG 34/2014, within 14 calendar days of receiving the product.

6.2. This right cannot be limited or excluded by contract. The exceptions (personalised products, hygiene-sealed products, etc.) are strictly those provided by art. 16 of OUG 34/2014.

6.3. To exercise this right, follow the procedure in the Refund Policy. The model withdrawal form is available in the Annex to OUG 34/2014.

7. Warranty and conformity

7.1. Products benefit from a 2-year legal warranty of conformity from the date of delivery, under Romanian OUG 140/2021 (transposing Directive (EU) 2019/771) and Law 449/2003.

7.2. In case of lack of conformity, you are entitled, in the order set out in OUG 140/2021, to:

a) having the goods brought into conformity (repair or replacement) — free of charge, within a reasonable time not exceeding 15 calendar days from the date you notified us of the lack of conformity (OUG 140/2021 art. 12), without significant inconvenience;
b) a proportionate price reduction or termination of the contract — where: the seller has not remedied the lack of conformity, the lack of conformity is so serious as to justify an immediate reduction / termination, the seller has refused to bring the goods into conformity, or the lack of conformity reappears after the goods were brought into conformity.

7.3. Burden of proof. Under OUG 140/2021 art. 10, in the first year after delivery, any lack of conformity is presumed to have existed at the time of delivery.

7.4. For complaints, contact us at hello@naraknits.com with a description of the issue and photos.

8. Liability

8.1. Nara Knits’ liability is limited to the value of the order giving rise to the claim, except for:

a) cases which by law cannot be excluded (death, personal injury, intent, gross negligence);
b) consumers’ mandatory rights provided by Romanian OUG 34/2014, OUG 140/2021, Law 449/2003, OG 21/1992 and Law 193/2000 — which cannot be limited by contract.

8.2. Nothing in these Terms shall be interpreted as restricting the rights consumers have under applicable Romanian and European law, or the rights granted by the mandatory provisions of the law of the country where the consumer has their habitual residence (art. 6 of Regulation (EC) No 593/2008 — “Rome I”). In case of conflict between the Terms and these mandatory rights, the law prevails.

9. Intellectual property

9.1. All elements of the Site (text, images, logo, design, code) are the property of Nara Knits or its partners and are protected by copyright and trademark law. Reproduction, distribution or commercial use without written consent is prohibited.

9.2. User-generated content (UGC). If you publish content (text, photos, video, reviews) on the Site, in Nara Community or on social media in which you tag @naraknits or use our official hashtags (e.g. #naraknits, #naracommunity), you grant us a non-exclusive, worldwide, royalty-free, transferable and sublicensable licence to use, reproduce, adapt, publish and display that content for promotion, marketing and product presentation purposes on our websites, in newsletters, in commercial materials and on social media, for as long as necessary. You confirm that you own the rights to the content and have the consent of all identifiable persons. You may withdraw this licence by sending an e-mail to hello@naraknits.com; we will cease future uses within a reasonable time, without being able to retroactively remove materials already distributed.

10. Personal data

The processing of personal data is detailed in the Privacy Policy and the Cookie Policy.

11. User conduct

You agree not to use the Site for illegal activities, fraud, automated scraping for commercial purposes without consent, or to interfere with its security or operation.

12. Governing law and dispute resolution

These Terms are governed by Romanian law. In case of disputes, we first seek an amicable resolution — contact us at hello@naraknits.com. Consumers may turn to the Romanian National Authority for Consumer Protection (ANPC) and to the mechanisms for Alternative Dispute Resolution (ADR), under Romanian OG 38/2015. Information at anpc.ro. The European ODR platform (Regulation (EU) 524/2013) was discontinued in 2025.

13. The Ambassador Programme (Nara Ambassadors)

About Nara Pro. “Nara Pro” is our extended loyal-customer programme, structured in two complementary components — two “faces” of the same concept:

Nara Ambassadors (described in this section, §13) — for those who actively promote the brand to their own community, in exchange for commissions in the form of NaraCredits;

Nara Community (described in §14) — for those who buy regularly for themselves, with cashback in NaraCredits on every order.

The two components are independent — you can be part of one, the other, or both at the same time — and they share the same account infrastructure and the same internal currency (NaraCredits).

13.1. Nara Ambassadors (the “Programme” in this section) is the marketing component of Nara Pro — a partnership through which people selected by us promote Nara Knits products in exchange for benefits in the form of NaraCredits (Nara Knits’ own store credits).

13.2. Eligibility and application. Applications are made through the form available on the Site. The selection of ambassadors is at our discretion. Ambassador status is granted to natural persons at least 18 years old. The Programme does not create an employment relationship, commercial mandate, commercial agency or franchise. The ambassador acts as an independent natural person, with no residual rights after ambassador status ends (except for NaraCredits already issued and not retroactively invalidated through returns).

13.3. Tiers and benefits. Ambassadors are grouped into three distinct tiers (Friends, Makers, Muses), each with its own percentages for the discount offered to buyers and the NaraCredits granted to the ambassador. The current percentages are shown on the Programme’s dedicated page and communicated to the ambassador in the welcome e-mail.

At the date of publication of these Terms, the values are:

Tier	Buyer discount	Ambassador cashback (NaraCredits)
Friends	5%	5%
Makers	10%	8%
Muses	15%	12%

⚠️ Flexible nature of the percentages. The discount and cashback percentages are not fixed. We reserve the right to change them unilaterally, with at least 30 days’ notice, by notice on the Programme page and by e-mail to active ambassadors. Changes that reduce benefits apply only to new orders; NaraCredits already issued are not affected (they keep their RON value from the time of issue). Changes that extend benefits may be applied immediately. Movement between tiers may happen periodically, at our decision, based on performance and adherence to the Programme rules.

13.4. NaraCredits and the redemption mechanism.

a) NaraCredits are Nara Knits’ own store credits. At the time of issue, 1 credit has a RON value communicated in the ambassador portal (currently: 1 credit = 1 RON). This value may be changed unilaterally for future issues; credits already earned keep their value from the time of issue (a snapshot per transaction), so a later change does not rewrite history.

b) NaraCredits are granted only for orders that are paid and not returned placed using the ambassador’s referral code, calculated as a percentage of the net order value (excluding VAT, shipping and fees).

c) NaraCredits are not cashback in the sense of payment in money: they are not refunded in cash, cannot be converted into other currencies and are not transferable between accounts.

d) Validity: 12 months from the date of issue. Expired credits are cancelled automatically without further notice.

e) Redemption mechanism: the ambassador accesses their personal portal at https://naraknits.com/apps/nara-portal (requires a Shopify customer account with the same e-mail). From the portal, the ambassador can generate a personal discount code, valid for 90 days from issue, usable once, restricted to their own account. When the code is generated, the credit balance decreases by the chosen amount.

f) ⚠️ Please note. If a generated code is not used within 90 days, the credits consumed at generation are not automatically refunded. For reinstatement requests, contact hello@naraknits.com; the decision is at our discretion.

13.5. Self-purchases. Orders placed by the ambassador themselves (identified automatically via the Shopify customer account or the order e-mail) do not generate NaraCredits. The order is recorded in the ambassador’s history marked “self-purchase”, but produces no commission. This is not a breach of the Terms — it is a rule of transparency and self-fraud prevention. The discount applied to the buyer through their own code remains valid under the general conditions.

13.6. Ambassador conduct. Ambassadors undertake to comply with the rules of the platforms they promote on (Instagram, TikTok, YouTube, etc.), advertising legislation, disclosure of the commercial relationship (#ad / #ambassador / “paid partnership”) and not to make misleading statements about the products. It is forbidden to have their own codes purchased by third parties they control (close relatives, proxy accounts), to defraud referrals, or to spam.

13.7. Suspension/termination. We may suspend the partnership with immediate effect, followed by e-mail notice within a maximum of 3 working days, in the following cases: (a) proven fraud; (b) serious breach of advertising disclosure rules; (c) actions with major impact on Nara Knits’ reputation. For any other breach, we will issue 14 days’ notice with the possibility to remedy. The ambassador may contest the decision within 14 days at hello@naraknits.com; we will reply with reasons.

13.8. NaraCredits when ambassador status ends. If the programme ends through the ambassador’s fault (fraud, serious breach), unused NaraCredits are cancelled. If it ends without fault (voluntary withdrawal, programme closure, tier restructuring), the credits remain valid for a further 90 days for normal use through discount code generation.

13.9. Tax status. NaraCredits, when converted into a benefit with economic value (even in the form of a product discount), may constitute taxable income under the Romanian Tax Code. The ambassador is responsible for declaring and paying their own taxes. Nara Knits may issue annual tax statements where applicable (e.g. form D205) for ambassadors exceeding the legal thresholds; we recommend consulting an accountant if Programme income becomes significant.

13.10. Full terms: the complete details (percentages, tiers, conditions) are published on the Programme’s dedicated page.

14. Nara Community

14.1. What it is. Nara Community (referred to as “the Programme” in this section) is the second component of Nara Pro, alongside Nara Ambassadors (§13), and is the loyalty face of the programme. It is a free programme: there is no joining fee and there is nothing to tick. The benefit is cashback in NaraCredits of 2% on every eligible order, the same for all members. The Programme does not include a permanent price discount. The person enrolled is referred to as “the Member”. The full rules, with the values in force, are published on the Programme page.

14.2. Automatic enrolment. There is nothing to tick and nothing to sign. If you have a customer account on naraknits.com, you enter the Programme automatically with your first paid order. We are telling you this so you know exactly what happens: enrolment does not require you to pay anything, does not tie you to future orders and does not change the price, the conditions or the guarantees of your orders. The only possible consequence is a negative credit balance after a return, which is offset exclusively from future credits and which we never ask you to pay in money, under §14.8. Enrolment can be stopped at any time, under §14.3. The Programme is available to individuals aged at least 16 resident in the countries we deliver to; for minors under 18, the legal guardian’s consent is required to conclude the loyalty contract. Because enrolment is automatic, age is not verified at that moment: if the account holder does not meet the condition, membership does not come into being, and if it has been registered by mistake, we withdraw it for the future, by a reasoned e-mail. Any NaraCredits granted up to that moment remain yours and you can use them under the conditions of §14.7, and your rights as a buyer under these Terms remain untouched. If you are a minor under 18, your legal guardian may ask us at any time, at hello@naraknits.com, to withdraw you from the Programme. To calculate your cashback, we use the order history in your account, in accordance with the Privacy Policy. If you leave the Programme, we stop that calculation. You can see your credit balance and your history in your personal portal at https://naraknits.com/apps/nara-portal.

14.3. Leaving the Programme and deactivating the account. Because enrolment is automatic, leaving is just as simple. You can leave at any time, free of charge and without giving us a reason, by a request sent to hello@naraknits.com. If you write to us from an address other than the account’s, we only ask you to confirm that it is your account. We confirm your departure by e-mail within a maximum of 5 working days, and it takes effect from the date of your request, not from the date of our reply. From the moment you leave:

you no longer receive cashback for orders placed afterwards;
the credits you have already accumulated remain yours and you can use them from the portal until their normal expiry, 12 months from issue, under §15.2;
your customer account remains active, with your order history and with all the rights under these Terms.

Leaving the Programme does not mean closing the account. If we close your account for inactivity, under §2.3, we notify you by e-mail at least 30 days beforehand, and the NaraCredits you have accumulated remain available throughout that interval and for a further 90 days after closure, just as on deactivation at your own initiative. On deactivation of the account at your initiative, accumulated NaraCredits remain available for a further 90 days to be used by generating a discount code; afterwards they lapse. If you change your mind after leaving the Programme, write to us at the same address and we resume your enrolment.

14.4. Cashback. Cashback is 2% of every eligible order, the same for all members. There are no tiers and no spending thresholds: you receive the same percentage from your very first order.

⚠️ Flexible nature of the percentage. The cashback percentage is not fixed: it is the value in force on the date of publication, not a value guaranteed for life. We may change it only under the conditions of §14.9: one of the reasons exhaustively listed there, at least 30 days’ notice for any change that reduces benefits, application only for the future, protection of the credits already issued, as well as your right to leave the Programme. The current value is permanently displayed on the Programme page.

14.5. Eligible orders and calculation base. Cashback is granted for orders that are paid and not returned. The calculation base is the subtotal actually paid, meaning the amount left after any discount has been applied, excluding shipping costs and excluding any gift cards in the order. Gift cards do not generate cashback and are not touched by codes generated from credits, because the money merely moves from one pocket to another. If an order is returned, cancelled or refunded, the credits granted for it are reversed proportionally, under §15.2. If an order was paid partly with credits and partly by card or Klarna, the refund is made proportionally, under §15.5. Credits appear in your balance once payment for the order is confirmed, and you see them in your personal portal.

14.6. How it combines with other discounts.

Offers do not stack with each other: on one order you get either a campaign discount, or an Ambassador code, or a discount agreed individually with you, not several at once. During campaign periods, whichever is most favourable to you applies automatically.
NaraCredits always apply, on top of any offer. Credits are not a discount, they are money you have already earned.
If you have a discount percentage agreed individually with us, it remains valid and is visible in your account, but it is not part of the Programme benefits.
Gift cards do not generate cashback, under §14.5. Certain products may be excluded from offers and promotional codes; the exclusion concerns the offer, not the cashback, and the note appears on the product page before you order.

14.7. NaraCredits: value, validity and redemption. The NaraCredits received through the Programme are the same store credits described in §13.4 points a), c) and e) and in §15.2. The rules in §13.4 points b) and d) concern ambassador credits only; for Nara Community the clarifications below apply:

at the time of issue, 1 credit = 1 RON. The value may be changed for future issues, and credits already issued keep the value they had at the time of issue;
the calculation base for the credits issued through Nara Community is exclusively the one in §14.5;
validity: 12 months from issue, including if your ambassador status ends; the 90-day period in §13.8 concerns only the credits earned as an ambassador. There is no inactivity threshold: credits are not cancelled because you have not ordered for a while. We notify you by e-mail at least 30 days before expiry, so you have time to use them;
redemption: you apply the credits directly at checkout, from the "Nara Credits" section of your cart — you no longer generate a separate code from the portal, it applies automatically to your order. You redeem a minimum of 5 credits at a time, unless your entire balance is below that threshold, and you can have a maximum of 3 active codes at once;
unused codes return your credits. Generating a code is a reservation, not a final spend: the credits leave your available balance so they cannot be spent twice, but they return automatically to your balance if you let the code expire or if you cancel it yourself in the portal. The spend becomes final only when the code appears on a paid order. The rule applies to any redemption code, wherever it was generated and whatever the source of the credits, and replaces the note in §13.4 point f);
credits cannot be converted into money, are not transferable between accounts and do not earn interest.

14.8. Self-fraud and negative balance. Proven abusive use (multiple accounts, false data, manipulating returns in order to keep the credits and other acts of the same nature) leads to cancellation of the affected credits and to suspension of the account, under §15.3. We communicate the decision and its reasons to you in writing before cancelling the credits, and, in cases of obvious fraud that call for immediate measures, within a maximum of 3 working days afterwards. You may contest the decision within 14 days of the date on which you received the communication, at hello@naraknits.com; contesting it does not affect your right to turn to ANPC or to the courts. On deactivation of the account for proven fraud, the credits are cancelled immediately. The credit balance may become negative following refunds: it is offset exclusively from future credits, under §15.4, we do not ask you to pay it in money, and on closure of the account it is cancelled with no payment claims.

14.9. Changes to and termination of the Programme. We may change the cashback percentage, the validity period of the credits and the rules for granting and using NaraCredits only for one of the following reasons: an increase in our purchasing or operating costs, a change in the applicable legislation or tax regime, or the prevention of proven abusive use of the Programme. For any change that reduces benefits:

we notify you with at least 30 days’ notice, on the Programme page and by e-mail to all members who have an active account or a NaraCredits balance;
the change applies only to purchases made after its effective date, never retroactively;
NaraCredits already issued are not affected: they keep their value in RON and the validity period they were issued with;
if the change does not suit you, you may leave the Programme under §14.3, at no cost and without losing the credits you have already accumulated.

Changes that extend benefits may be applied immediately. We may close the entire Programme with at least 60 days’ notice, announced on the Programme page and by e-mail to all members who have an active account or a NaraCredits balance; during the notice period cashback continues to be awarded and credits can be spent normally, precisely so that you have time to use them. Credits issued up to the closure date remain usable for a further 90 days from that date, even if their 12-month validity would end sooner, and the discount codes generated up to the closure date remain valid for their full 90 days and can be used normally. During that final interval the minimum threshold of 5 credits does not apply. Whatever remains unused after that period lapses.

The full terms of the Programme are on the dedicated page. If there is an inconsistency between this section and the Programme page, the provision most favourable to you prevails. For purchases already concluded, the provisions in force on the date of the order apply, again in the version most favourable to you.

15. Promotional codes, NaraCredits and anti-fraud

15.1. Stacking. Offers do not stack with each other: on one order a single offer applies, either a campaign discount, or an Ambassador code, or an individually agreed discount, whether the discount comes through a code or is applied automatically to the price. During campaign periods, whichever is most favourable to the buyer applies automatically. Nara Community membership does not add a price discount on top of these (see §14.1). Codes generated from NaraCredits are the exception: on one order you may use a code from credits, which applies on top of any offer, because credits are not a discount, they are money already earned. Paying with Klarna does not count as a promotion and can be combined with any valid code.

15.2. NaraCredits — general rules. NaraCredits from any source (Ambassador, Community, return voucher, campaign cashback, manual adjustment):

can be used exclusively on naraknits.com through a discount code generated from the portal;
cannot be converted into money and do not accrue interest;
are non-transferable between accounts;
expire 12 months after issue;
are reversed proportionally if the transaction that generated them is cancelled/returned/refunded.

15.3. Anti-fraud rules. Detection of abusive use (multiple accounts, false data, manipulation of returns to keep credits, proxy purchases of one’s own codes, etc.) leads to cancellation of the affected credits and the account suspension. The member/ambassador may contest the decision within 14 days by e-mail; we will reply with reasons within a maximum of 30 working days.

15.4. Negative balance. Following refunds, the NaraCredits balance may become negative (credits granted for an order were used before that order was returned). The negative balance is offset exclusively against future credits issued to the same account. We will not ask for the negative balance to be paid in money and will not enforce it. When an account with a negative balance is closed, the balance is cancelled.

15.5. Partial payment with credits. If an order was paid partly with credits and partly by card or Klarna, the refund in case of a return is made proportionally: the credits return to the member’s account, and the cash part returns to the original payment method.

15.6. Welcome code. The welcome code (10% when you subscribe to the newsletter) is valid once per person, on your first order on naraknits.com. We identify a person by name, phone number and delivery address, not only by email address. If you use the code even though you have bought from us before, including from a different email address, we may, before shipping, ask you to pay the discount difference or cancel the order with a full refund of any amounts paid. We will let you know by email before doing either.

16. Changes to the Terms

We may update these Terms periodically. The version in force is published on this page, with the “Last updated” date indicated at the top. Material changes (those affecting substantial rights or obligations) will be announced on the Site or by e-mail (for users with an account) with at least 14 days’ notice. If you do not agree with the changes, you may stop using the Site at any time, and for ongoing programmes (Nara Community, Nara Ambassadors) you may leave the programme before the changes take effect, without any penalty — credits already issued remain usable under the rules in force when they were issued. Continued use of the Site after the effective date constitutes acceptance of the changes.

17. Contact

For any questions about these Terms:

WE ARE XYZ DESIGN STUDIO S.R.L. (Nara Knits)
E-mail: hello@naraknits.com
Phone: +40 750 291 690
Address: Str. Av. Popișteanu 54B, 10th floor, ap. 102, Bucharest, Romania