Return and Exchange Policy

Last update: [10-March-2025]

Welcome to our return and refund policy.

We want your shopping experience to be simple and hassle-free, including when a return or refund is necessary. This policy complies with Romanian consumer protection legislation (Law no. 449/2003, Emergency Ordinance no. 34/2014) and EU Directive 2011/83/EU to fully protect your rights.

How long do I have to return a product?

Under Romanian and EU law, you have 14 calendar days from receipt of the product to decide whether you wish to keep it. This 14-day period(right of withdrawal) starts from the moment you (or your nominee) take physical possession of the product. You do not need to provide any reason for return during this period.

If the 14th day falls on a weekend or public holiday, the deadline is automatically extended until the first following working day. In the case of orders with several products delivered separately, the 14-day period is calculated from receipt of the last product in the order. Once you have notified us within the legal deadline that you wish to return a product, you have a further 14 days to send it back to us. In total, you have up to 28 days to complete the return process.

Mandatory conditions for return:
✅ Product must be in original condition (no signs of use, dents, or damage). Original packaging with all accessories and documents (invoice, warranty certificate). Proof of purchase (invoice or order confirmation sent to
✅
✅ comenzi@casutajucariilor.ro).

Exceptions:

• Products can NOT be returned if:
  • They are unsealed from hygiene categories (e.g. pacifiers, bottles, toothbrushes).
  • They have been personalized at the customer’s request (e.g. engraved with names).
  • They are damaged through the customer’s fault or purchased in large quantities for professional use.

Reservation rights: If the product does not meet the conditions, Balkan Gaming SRL may refuse the return or charge a re-stocking fee (5-10% of the value).

How do I return a product?

To initiate a return, follow these simple steps:

1. Contact

• Contact us within 14 days: Send an e-mail to comenzi@casutajucariilor.ro or complete our online returns form (if available) to request a product return. Please include your order number and the product(s) you wish to return.
  1. Send email to comenzi@casutajucariilor.ro with your name and order number.
  2. Receive your return form: We’ll send you a form to fill out and instructions for shipping.
  3. Send your parcel:
     • Pack the product securely for transportation.
     • Send by courier to the address provided.
     • Return cost: To be borne by the customer, except in cases of defective/faulty products delivered.

2. Reimbursement

Restrictions:

• We do not offer cash refunds.
• Reimbursement is in RON only, at the exchange rate on the day of the initial payment.

• Reimbursement methods:
  • Back on the payment card (same way as initial payment).
  • Bank transfer (provide IBAN by email).
  • Voucher for future orders (+10% gift value).
• Processing takes 7-14 working days after product verification.

3. Defective or wrongly delivered products

1. Let us know within 48 hours:
   • Send email with clear photos of the defect/wrong product.
   • Solutions:
     • Free product replacement.
     • Full refund (including initial transportation costs).

Return cost: Fully borne by Balkan Gaming SRL in these cases.

4. Contact and Dispute Resolution

• Email: compenzi@casutajucariilor.ro
• ANPC: Consumers can complain on SOL or ANPC.
• EU Online Resolution (ODR): https://ec.europa.eu/consumers/odr.

Product exchange

If you want another product instead of the one you originally ordered, follow these steps:

1. Request exchange: Send an e-mail to comenzi@casutajucariilor.ro, indicating the product you want to return and the new product you want.
2. Product collection: we will send a courier to collect the original product, and once it has been checked and confirmed to be in suitable condition for return, we will dispatch the new product of your choice.
3. Associated costs: the costs of round-trip transportation will be borne by the customer, unless the product received was defective or wrongly delivered.
4. Price differences:
   – if the product chosen for exchange is more expensive, the difference will be refunded on delivery.
   – if the product chosen for exchange is cheaper, the difference will be refunded to the bank account indicated by the customer.

Please note that exchanges are only possible while stocks last.

Who pays for return transportation?

In most cases, the customer is responsible for the transportation costs in case of a voluntary return. If you return a product for a personal reason (it doesn’t suit you, you’ve changed your mind), the cost of return transportation is your responsibility.

Exceptions – When do we bear the cost of transportation?

• If you have received a wrong or defective product, the transportation cost will be fully covered by us.
• If the product is defective and needs to be returned under warranty, we will cover the cost of return and repair/replacement.

How to contact us for return or refund?

If you have any questions or want to initiate a return, you can contact us at:

• Email: comenzi@casutajucariilor.ro
• Phone: Monday – Friday (09:00 – 17:00)

This returns policy complies with applicable law and may be updated periodically to reflect legal changes. Thank you for choosing The Toy Box!