EN 
Romana
Return Policy
Return Policy
Last updated: 06.11.2025
Return Policy
At Empath, changing your mind is okay. Empath.ro certifies and guarantees the quality of the products it sells.
We want you to love our products and make them your favorite pieces in your everyday wardrobe. That’s why we’ve designed a return procedure that is simple, clear, and fast.
If a purchased product does not fully meet your expectations or the size doesn’t fit, you can return it within 14 calendar days (the period starts on the day you receive the package), without any explanation, although it would help us to know the reason. An order can be returned fully or partially.
How do I return a product?
1. Fill in this return form , which notifies us that you wish to return one or more products from your order.
2. Pack the product(s). It would be great if you still have our original box, but if not, please make sure the item(s) are well packed and protected from moisture.
We will arrange for the courier to pick up the package from the address you specify, usually the day after we receive the return request.
The return fee is 17 lei, representing the return shipping cost, and it will be deducted from the refunded amount.
Starting November 7, 2025, the fee for product replacement or size exchange is 27 lei. This can be paid either by bank transfer or cash on delivery when receiving the exchange package.
Failure to collect the package & refund of online-paid orders
If an order paid online (by card) is not collected by the customer and is automatically returned to the sender, we will refund the value of the products; however, the shipping cost is non-refundable. This measure reflects the real shipping expenses borne by the company.
Please place orders only if you are sure you can receive them within the estimated delivery time.
If you would like to exchange the purchased products for other items, please specify the desired products in the Notes / Other comments field in the return form. In this case, in the field “Bank account for order value refund”, please write “EXCHANGE”.
If the return is due to a product defect, please contact us at contact@empath.ro. In this case, the return shipping cost will be covered by us.
Products purchased using a gift card can be returned within the legal 14-day period.
The value of the returned product will not be refunded in cash or to a bank card, but as credit on a new gift card, which you may use for a future order.
This is a standard and legal practice, in accordance with current legislation.
❗ We do not accept products that have been washed and/or worn, or products returned in a different condition than when they were sent. We also do not accept products containing animal hair.
Products eligible for return must be sent back in the same condition they were delivered and in perfect condition for resale.
If a non-compliant product is returned, it will be refused and sent back to the customer. If the customer refuses to receive it, we will keep the product without any compensation.
3.
Once the package arrives at our warehouse, it is checked and approved or rejected.
If the products are compliant and you requested an exchange for items that are in stock, the replacement package will be sent within a maximum of 7 business days.
If the products are compliant but the replacement item is no longer in stock at the time of reception, a team member will contact you to suggest similar products or to request your IBAN for a refund.
If the products are compliant and you requested a refund, we will process the refund of the product value within a maximum of 14 days.
Costs for services already provided (e.g. shipping, product packaging, etc.) are non-refundable.
VERY IMPORTANT
For customized products made according to customer specifications, exchanges or refunds are not accepted.