POLITICĂ DE RETUR ȘI RAMBURSARE

Date of last update: October 14, 2026

1. Merchant details

The online store www.beautyplay.ro is managed by:

• Company name: Russian Hair Design SRL
• Trade name: BeautyPlay
• VAT ID (CUI): 34237096
• Trade Register registration number: J2015003172409
• Registered office: Str. Câmpia Libertății no. 39A, postal code 030366, Bucharest, Romania
• Email for returns and complaints: contact@beautyplay.ro
• Phone: 0768 694 063
• Website: www.beautyplay.ro

2. Scope of application

This policy regulates the return of products, the exercise of the right of withdrawal, the refund of amounts, and the resolution of complaints regarding damaged or non-conforming products purchased through the BeautyPlay online store.

The products sold include hair extensions, shampoos, conditioners, brushes, clips, adhesive tapes for extensions, and other products and accessories available on the site.

The policy applies primarily to online orders placed by consumers. For purchases made by legal entities or professionals for professional purposes, the corresponding contractual and legal rules apply.

No provision of this policy limits the mandatory rights of consumers.

3. Right of withdrawal for online orders

In accordance with GEO no. 34/2014, consumers generally benefit from the right to withdraw from a distance sales contract within 14 calendar days from the receipt of the product, without being obliged to justify their decision.

In the case of an order containing multiple products delivered separately, the deadline is calculated according to the applicable legal rules.

To exercise the right of withdrawal, the customer must send an unequivocal statement regarding their decision before the expiration of the legal deadline.

The request can be sent to:

Email: contact@beautyplay.ro

To identify the order, the customer is requested to include:

• full name;
• order number;
• returned product(s);
• date of order receipt;
• clear statement regarding the withdrawal from the contract.

The customer may also use another unequivocal withdrawal statement, in accordance with the law.

4. Product return conditions

For efficient processing of the return, we recommend that products be returned, as much as possible:

• in the original packaging;
• with the accessories and components received;
• with the related labels and documents, if any;
• packaged appropriately to prevent damage during transport.

The consumer may examine the products to the extent that they could reasonably do so in a physical store.

If the handling of the product exceeds what is necessary to check its nature, characteristics, and functioning and leads to a decrease in value, the consumer may be liable for this decrease, under the conditions of the law.

The lack of original packaging does not automatically lead to the loss of the legal right of withdrawal.

5. Special rules for hair extensions and accessories

Hair extensions and accessories may have different characteristics depending on the product type and the attachment system.

For the evaluation of a return, BeautyPlay may check the product's condition, the integrity of components, and any signs of use, mounting, bonding, cutting, or modification.

Used or modified products may present a decrease in value. Any potential liability of the consumer is determined according to the applicable legal conditions, without the automatic exclusion of the right of withdrawal.

For products made according to the customer's specifications or clearly personalized, the right of withdrawal may be excepted only if the conditions of the legal exception are met.

6. Cosmetic and sealed products

For certain sealed products that cannot be returned for health protection or hygiene reasons, the right of withdrawal may be excluded if the product has been unsealed after delivery and the conditions of the legal exception are met.

This exception does not automatically apply to all cosmetic products, hair extensions, or accessories. Each situation will be analyzed based on the nature of the product, the condition of the seal, and the applicable legislation.

Defective or non-conforming products still benefit from the applicable legal rights, even if they have been unsealed.

7. Return procedure

To initiate a return, the customer must send the request to contact@beautyplay.ro, indicating the order number and the targeted products.

After sending the request, the customer will receive, if necessary, instructions regarding the shipment of the products.

Products must be shipped without undue delay and, in general, within a maximum of 14 days from the date of communication of the withdrawal decision, according to the law.

Return address:

BeautyPlay — Russian Hair Design SRL
Câmpia Libertății no. 39A
Bucharest, postal code 030366
Romania

The customer is requested to keep the proof of shipment and the tracking number of the parcel.

8. Return costs

In the case of exercising the legal right of withdrawal without invoking a reason, the customer bears the direct cost of returning the products, if they were properly informed about this obligation before the conclusion of the contract and if the legislation does not provide otherwise.

If BeautyPlay expressly agrees to bear the cost of the return or if there is a legal obligation to this effect, the corresponding conditions will apply.

In the case of damaged, wrongly delivered, or non-conforming products, the costs and remedies are established according to the applicable legislation and concrete circumstances.

9. Refund of amounts

In the case of a valid withdrawal, BeautyPlay will refund the amounts due according to GEO no. 34/2014.

The refund includes, under the conditions of the law, the price of the products and the cost of the initial standard delivery. Additional costs resulting from the customer's choice of a delivery method more expensive than the standard delivery offered are not mandatorily refundable.

The refund is made without undue delay and within the legal deadline, usually within a maximum of 14 days from informing the merchant about the withdrawal decision.

BeautyPlay may postpone the refund until the receipt of the returned products or until the receipt of proof that they have been shipped, taking into account the event that occurs first, under the conditions of the law.

Method of refund: the amount will be returned using the same payment method used by the customer when placing the order, to the extent that this is possible and in accordance with the applicable legal conditions.

The refund will not involve fees for the consumer.

10. Damaged, wrongly delivered, or non-conforming products

If a product arrives damaged, does not correspond to the description, is different from the one ordered, or presents a non-conformity, the customer is requested to contact BeautyPlay at contact@beautyplay.ro.

For the rapid identification of the situation, we recommend sending the order number, a description of the issue, and, if available, some relevant photographs.

BeautyPlay will analyze the complaint and communicate the next steps.

In the case of non-conformity, the consumer benefits from the rights provided by GEO no. 140/2021, including, as appropriate and under the conditions of the law, bringing the product into conformity, proportional price reduction, or contract termination.

The rights applicable to non-conforming products are distinct from the right of withdrawal and are not eliminated by the usual return conditions.

11. Exceptions to the right of withdrawal

The right of withdrawal can be excluded only in situations provided for by the applicable legislation.

Depending on the product characteristics and the concrete circumstances, there may be exceptions for personalized products, certain sealed products that cannot be returned for health or hygiene reasons, and other categories of goods for which the law expressly provides an exception.

BeautyPlay does not apply a general return ban to all unsealed products. Each case is analyzed individually, according to the nature of the product and legal norms.

These exceptions do not automatically remove the consumer's rights in the case of non-conforming products.

12. Orders placed by legal entities

Legal entities and professionals who purchase products for professional purposes do not automatically benefit from the 14-day right of withdrawal applicable to consumers.

In these situations, returns and refunds are analyzed according to the agreed commercial conditions and the applicable legislation.

13. Complaints and dispute resolution

For requests regarding returns, refunds, or non-conforming products, customers can contact:

• Email: contact@beautyplay.ro
• Phone: 0768 694 063

Consumers retain the right to address the National Authority for Consumer Protection (ANPC) and the competent courts, according to the law.

No provision of this policy restricts the mandatory rights of consumers.

14. Policy modification

BeautyPlay may update this policy to reflect legislative or operational changes.

The updated version will be published on www.beautyplay.ro, together with the date of the last update.

The changes will not retroactively affect the rights related to contracts already concluded, except in situations permitted by law.

15. Contact

BeautyPlay — Russian Hair Design SRL

Website: www.beautyplay.ro
Email: contact@beautyplay.ro
Phone: 0768 694 063

Address for returns:
Câmpia Libertății no. 39A, Bucharest, postal code 030366, Romania.

Date of last update: October 14, 2026