Refund policy

Refund and Return Policy

We want you to be fully satisfied with your purchase from Silk by Ancuța. Under EU consumer protection laws (EU Directive 2023/2673), you have a 14-day cooling-off period to request a return after receiving your item, without needing to provide a justification.

1. How to Initiate a Return

To exercise your right of withdrawal as seamlessly as possible, we provide a dedicated electronic withdrawal function. You can submit your request directly by accessing our Withdrawal Form. Upon submission, you will receive an automatic confirmation of receipt via email.

Alternatively, you can contact us to start a return at:
📧 contact@silkbyancuta.com
📞 +40 755 131 576

2. Return Conditions

To be eligible for a return, your items must meet the following criteria:

  • They must be in the same condition that you received them: unworn, unused, unwashed, and without any marks (e.g., makeup, perfume).
  • Items must have all original tags attached and be in their original, undamaged packaging.
  • You must provide the receipt or proof of purchase.

3. Exemptions / Non-Returnable Items (Hygiene Reasons)

Due to the delicate nature of our products and strict hygiene standards, the right of withdrawal does not apply to unsealed goods. According to Article 16(e) of the Consumer Rights Directive, items that come into direct contact with the skin or hair cannot be returned if they have been opened, used, or altered in any way.

This includes, but is not limited to:

  • Silk scrunchies and hair accessories
  • Sleep masks
  • Pillowcases

We also do not accept returns on personalized or customized products, sale items, or gift cards.

4. Return Shipping

  • The customer is responsible for all direct return shipping costs.
  • Items sent back to us without first requesting a return will not be accepted.
  • Exceptions: If the return is due to an accepted manufacturing defect or if you received the wrong item, we will cover the shipping fees. Please inspect your order upon reception and contact us immediately if there are any issues.

5. Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved or rejected. If approved, you will be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund.

6. Exchanges

We do not offer direct product exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.