Return Policy

Return Policy

Last updated: May 16, 2025

At Empath, it’s okay to change your mind. Empath.ro certifies and guarantees the quality of all products we sell.
We want you to love our products and for them to become your favorite pieces in your everyday wardrobe. That’s why we’ve created a return process that is simple, clear, and fast.

If a product you ordered doesn’t fully meet your expectations or the size doesn’t fit, you can return it within 14 calendar days (counting from the day you received the package), no explanation needed—although it helps us to know the reason.
You may return an order either in full or partially.

How do I return a product?

1. Fill out this return form to let us know that you want to return one or more items from your order.

2. Pack the product(s). It would be great if you still have our original packaging, but if not, please make sure everything is securely wrapped and protected from moisture.
   We will schedule a courier pickup from the address you provide, usually the next day after we receive your return request.

The return shipping fee is 17 RON, which covers the cost of transport and will be deducted from the refund amount.

Unclaimed Orders and Refund Policy for Online Payments

If an order paid online (by card) is not collected by the customer and is returned to us, we will refund the value of the products excluding the shipping cost, which is non-refundable. This policy reflects the actual shipping expenses incurred by our company. Please place orders only if you are certain you will be able to receive them within the estimated delivery time.

As of September 13, 2024, we no longer charge a fee for product exchanges. This rule applies only for the first exchange. If a second exchange is requested, a fee of 27 RON will apply.

If you want to exchange your product(s), please write the desired item(s) in the Notes/Other comments field of the return form.
In this case, in the field "Bank account for refund", please write ‘EXCHANGE’.

If you are returning a product due to a defect, please contact us at contact@empath.ro. In this case, we will cover the return shipping costs.

Items purchased using a gift card can also be returned within the 14-day legal period.
However, the value of the returned item will not be refunded in cash or to a bank account, but instead as credit on a new gift card, which you can use for a future order.
This is a standard and legal practice, in accordance with applicable laws.

Please note:

We do not accept returned products that have been washed and/or worn, or items returned in a condition different from when they were sent.
We also do not accept items with animal hair.
Returned products must be in the same condition they were delivered and in resellable condition.

If a non-compliant product is returned, it will be rejected and sent back to the customer.
If the customer refuses to receive it, we reserve the right to keep the product without compensation.

3. Once the package arrives back to us, it will be inspected and either approved or rejected.

• If the items are approved and you requested an exchange for in-stock products, the replacement will be shipped within 7 business days.

• If the replacement product is no longer available when we receive your return, one of our team members will contact you to suggest similar options or to ask for an IBAN to process a refund.

• If the products are approved and you requested a refund, the amount will be reimbursed within a maximum of 14 days.

• Please note that we do not refund costs for services already provided (e.g., shipping or packaging fees).

IMPORTANT: Products that were customized based on client specifications cannot be returned or exchanged.