RETURNS, WITHDRAWAL AND REFUND POLICY – PEDICOOL

This Returns, Withdrawal and Refund Policy applies to products purchased online from the Pedicool store and should be read together with the store’s Terms and Conditions.

Pedicool operates as an online store. Returned products are processed through our logistics center in Romania in accordance with the procedure described below.

This policy does not limit any mandatory rights granted to consumers under European Union law or under mandatory provisions applicable in the consumer’s country of residence.

1. RIGHT OF WITHDRAWAL WITHIN 14 DAYS

An individual consumer has the right to withdraw from a distance contract without having to provide a reason within 14 calendar days.

For products, the 14-day period begins:

• on the day when the customer, or a third party designated by the customer other than the carrier, takes physical possession of the product;
• in the case of an order containing several products delivered separately, on the day when the last product is received;
• in the case of a product delivered in several lots or parts, on the day when the last lot or part is received.

To meet the withdrawal deadline, it is sufficient for the customer to clearly communicate their decision to withdraw before the 14-day period expires.

The customer is not required to justify the decision to withdraw.

2. HOW TO INITIATE A RETURN

For the fastest possible processing, we recommend that the customer complete the Pedicool Return Form available on the website.

The form may request the following information:

• customer name;
• order number;
• telephone number and/or email address;
• the product or products to be returned;
• the requested option;
• the reason for the return, if the customer wishes to provide it;
• bank details required for the refund, where the refund is made by bank transfer.

Use of the Return Form is recommended for faster processing, but it is not the only way to exercise the statutory right of withdrawal.

The customer may also exercise their statutory right of withdrawal by means of any other clear and unequivocal statement communicated to the store using the contact details made available on the website.

Simply refusing delivery or failing to collect a parcel does not automatically constitute a clear exercise of the right of withdrawal.

3. DEADLINE FOR SENDING THE RETURN

After communicating the decision to withdraw, the customer must send the products back without undue delay and, in any event, no later than 14 calendar days from the date on which the customer informed us of the withdrawal.

The deadline is met if the products are dispatched before the 14-day period expires.

We recommend using a courier service that provides shipment tracking and keeping the AWB, tracking number or other proof of dispatch until the refund has been completed.

4. RETURN ADDRESS

Products must be sent by the customer to our return center in Romania:

Pedicool – Returns
Hypefill East
Principala 707, H4
Sântion, Bihor
417078
Romania

Personal delivery of returns to the warehouse is not available unless the store expressly confirms otherwise.

To enable us to identify the parcel as quickly as possible, we recommend mentioning on the parcel, shipping label or in a document placed inside the parcel:

• the Pedicool order number; and/or
• the store name: Pedicool.

The order number is the recommended method of identification.

Failure to include the order number on the parcel does not cancel the consumer’s statutory rights, but processing may be delayed if we cannot immediately identify the order and customer.

5. RETURN SHIPPING COSTS

Where the customer exercises the right of withdrawal because they have changed their mind or selected the wrong product, size, color, model or variant, the direct cost of returning the product to our logistics center in Romania is borne by the customer.

The customer is informed before the contract is concluded that, where the right of withdrawal is exercised for reasons unrelated to a lack of conformity of the product, the direct cost of returning the product to our logistics center in Romania is borne by the customer.

The customer may choose the courier company used for the return, provided that it is able to deliver the parcel to the address indicated above.

Return shipping must be prepaid by the sender.

We do not accept:

• parcels sent with shipping payable by the recipient;
• cash-on-delivery return parcels;
• parcels containing cash;
• other shipping methods that require the warehouse to make a payment upon receipt.

The store is not required to arrange or pay for the collection of an ordinary return made under the right of withdrawal.

This rule does not apply to incorrect, defective or non-conforming products for which the trader is responsible under applicable law.

6. EXCHANGING SIZE, COLOR OR PRODUCT

Changing a product for reasons related to the customer’s choice is a commercial service separate from the customer’s statutory right of withdrawal.

Pedicool does not provide free shipping for exchanges requested because the customer wants:

• another size;
• another color;
• another variant;
• another model;
• another product.

In these situations, the customer may return the product to our logistics center in Romania at their own expense and place a new order for the desired product.

The new order is subject to the prices, stock availability and shipping conditions applicable at the time the new order is placed.

This rule does not apply where, due to an error attributable to the store, the customer received a product, size, color or variant different from the one ordered.

In such cases, the costs necessary to bring the product into conformity are borne by the trader in accordance with applicable law.

7. INSPECTION AND TRYING ON PRODUCTS

The right of withdrawal allows the consumer to inspect and try the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner comparable to a reasonable inspection in a physical store.

The 14-day period does not constitute a right to use the product for 14 days.

Depending on the product, the following rules apply:

• clothing items may be tried on indoors to check size and fit, but must not be actually worn, washed, ironed, altered or modified;
• slippers and other footwear may only be tried on indoors, on a clean and dry surface, and must not be worn outside;
• products must not show dirt, wear, scratches, deformation, stains, odors, perspiration marks, cosmetic residue, animal hair or other signs of use beyond a simple inspection;
• products must not be washed, dry-cleaned, repaired, cut, altered or damaged;
• components and accessories received must be returned where they form part of the product;
• the product must be properly packed and protected for transport.

The original commercial packaging is recommended where available, but the absence of ordinary original packaging does not automatically result in the loss of the right of withdrawal.

Different rules apply to hygiene seals and protective packaging that serve a genuine health or hygiene protection function.

8. DIMINUTION IN VALUE OF THE PRODUCT

The consumer is liable for any diminution in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

This liability for diminution in value applies only to the extent that the trader has complied with its statutory information obligations regarding the right of withdrawal.

Upon receiving the return, Pedicool may inspect and document, where applicable:

• signs of wear or use;
• dirt;
• stains;
• odors;
• the condition of the sole in the case of footwear;
• scratches or deformation;
• damage;
• alterations to the product;
• missing components or accessories;
• broken or removed seals;
• other elements affecting the value of the product.

If the product has suffered a reduction in value caused by handling beyond what was necessary for a reasonable inspection, the refund amount may be reduced proportionately to reflect the actual and demonstrable loss in value.

We do not automatically apply a fixed percentage penalty to all returns.

Each product is assessed based on its actual condition.

Where necessary, we may document the condition of the product through photographs or other means and inform the customer of the reason for, and calculation of, any reduction in the refund.

9. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

In the cases provided by applicable law, certain products may be excluded from the right of withdrawal.

These may include, among others:

• products made to the customer’s specifications or clearly personalized;
• products liable to deteriorate or expire rapidly;
• sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the customer after delivery;
• other products for which applicable law expressly provides an exception to the right of withdrawal.

Underwear and hygiene products

For health protection and hygiene reasons, certain products may be delivered with a seal, protective film or hygiene protection.

Where a product has been sealed for genuine health protection or hygiene reasons, the right of withdrawal may be lost once the seal or hygiene protection has been removed, broken or damaged, where the product is no longer suitable for return for health or hygiene reasons.

This category may include, depending on the product and the specific way in which it is packaged:

• underwear;
• briefs and products that come into direct contact with the intimate area;
• swimwear and similar products fitted with hygiene protection;
• cosmetic and personal care products;
• products intended for direct application to the skin or lips;
• hygiene products;
• toe correctors and separators;
• foot protection products;
• insoles;
• exfoliating socks;
• other products intended for direct contact with the skin;
• other similar products supplied with a hygiene seal or protective barrier.

The mere classification of a product as underwear, a cosmetic product, a personal care product or a foot-care product does not automatically remove the statutory right of withdrawal.

The hygiene exception applies where the legal conditions are met, including, where relevant, the existence of appropriate sealing or hygiene protection and the unsealing of the product after delivery.

For products to which we intend to apply this exception, the customer must be informed before purchase that opening or removing the hygiene seal may result in the loss of the right of withdrawal where the legal conditions are met.

This exception does not affect the consumer’s rights if the product is defective, incorrect or non-conforming.

10. REFUNDS

Where the right of withdrawal has been validly exercised, Pedicool will refund the amounts due to the consumer without undue delay and, in any event, no later than 14 days from the date on which the store is informed of the decision to withdraw, in accordance with applicable law.

Pedicool may delay the refund until:

• the returned products have been received; or
• the customer provides proof that the products have been dispatched,

whichever occurs first.

Refund amount

The refund is calculated based on the amount actually paid by the customer for the products being returned, taking into account:

• any discounts applied;
• bundle promotions;
• products retained by the customer;
• any lawful and demonstrable diminution in the value of the product;
• the legal rules regarding the original delivery costs.

Where the customer withdraws from the entire order and paid for standard delivery at the time of the original order, Pedicool will also refund the cost of the least expensive standard delivery method offered for that order, to the extent required by applicable law.

If the customer expressly chose a delivery method more expensive than the least expensive standard delivery method offered by the store, the difference in cost is not refunded.

The cost paid by the customer to send the return back to Romania is not refunded in the case of an ordinary return resulting from the exercise of the right of withdrawal.

11. REFUND METHOD FOR CASH-ON-DELIVERY ORDERS

For orders paid in cash or by another method upon delivery, the refund is made by bank transfer.

The customer must provide correct and sufficient bank details to allow the refund to be processed.

The following details are normally required:

• name of the account holder;
• IBAN;
• any other banking information reasonably required to complete the transfer.

Submitting bank details through the Return Form constitutes the customer’s agreement to use bank transfer as the refund method.

Refund currency

The refundable amount is determined based on the amount actually paid for the order or the products being returned.

The bank transfer refund is made for the refundable amount due to the customer, in the currency in which the payment for the order was made or recorded, insofar as this is possible through the banking system used.

Pedicool does not charge its own fee for making the refund.

If the beneficiary’s bank performs a currency conversion or applies its own fees under the agreement between the customer and their bank, such operations are not determined by Pedicool.

We do not make refunds:

• in cash at the return warehouse;
• by placing money inside a parcel;
• by postal or courier cash-on-delivery;
• to incomplete or invalid bank details.

If the bank details provided are incorrect or incomplete, the customer may be contacted in order to correct them.

Pedicool cannot be held responsible for delays caused solely by incorrect or incomplete bank details provided by the customer.

12. INCORRECT, DEFECTIVE OR NON-CONFORMING PRODUCTS

The 14-day right of withdrawal must not be confused with the consumer’s statutory rights in the case of an incorrect, defective or non-conforming product.

A product may be considered non-conforming, depending on the circumstances, where:

• it is different from the product ordered;
• it has a different size, color or variant from the one ordered;
• it has a defect;
• it does not correspond to the characteristics legitimately presented to the customer;
• it cannot normally be used for its intended purpose;
• it fails to meet other conformity requirements under applicable law.

In such situations, the customer is requested to contact Pedicool and provide the information necessary to identify and assess the issue.

For the purpose of resolving the request, we may request, where relevant:

• order number;
• description of the issue;
• photographs or video recordings of the product;
• photographs of the packaging;
• photographs of the label or product variant.

Requesting reasonable evidence is intended to facilitate the prompt assessment of the situation and does not remove or limit the consumer’s statutory rights.

Where the trader is responsible for a lack of conformity, the consumer is entitled to the remedies provided by applicable law, which may include, depending on the circumstances:

• repair;
• replacement;
• proportionate price reduction;
• termination of the contract and refund of the sums due.

The remedy for a lack of conformity for which the trader is responsible must be provided without costs that, under applicable law, must be borne by the trader.

The customer will not bear costs necessary to correct an error attributable to Pedicool or to remedy a lack of conformity for which the store is legally responsible.

13. PARCELS DAMAGED ON DELIVERY

If the parcel packaging is visibly damaged, opened, torn or shows other obvious signs of damage at the time of delivery, we recommend that the customer, where possible:

• inform the courier;
• ask the courier to record the damage;
• photograph the parcel before opening it;
• photograph the product if it is damaged;
• contact Pedicool as soon as possible.

These measures help us verify the situation and resolve any claim against the carrier.

Failure by the customer to identify or report damage at the time of delivery does not automatically remove any statutory rights the customer may have in relation to a non-conforming product.

14. PROMOTIONAL PRODUCTS, BUNDLES AND 1+ / 2+ / 3+ OFFERS

Products purchased as part of a discount, promotion or special offer benefit from the right of withdrawal under the same legal conditions, unless a statutory exception applies.

Where the promotional price is conditional upon purchasing a specific quantity of products, the refund amount for a partial return may be recalculated based on the products retained and the promotional terms communicated to the customer before purchase.

For example, if a reduced price for two or three products is granted only on condition that the customer purchases and retains that quantity, and the customer later returns some of the products, the products retained may be recalculated at the price that would have applied to the quantity actually retained.

Any such recalculation must comply with the promotional terms communicated to the customer and with applicable law.

Where a free gift was provided with the order subject to a promotional condition, and that condition is no longer met as a result of the return, the store may request the return of the gift if this condition was communicated to the customer before purchase.

For discounted products, the refund is based on the amount actually paid, not the previous pre-discount price.

15. PARTIAL RETURN OF AN ORDER

The customer may return one or more eligible products from an order without being required to return the entire order.

In the case of a partial return:

• the amount actually paid for the returned products is taken into account;
• any bundle or promotional conditions are taken into account;
• the price of products retained may be recalculated where the discount depended on purchasing a certain quantity and that condition is no longer met;
• a delivery charge that would still have been payable for the products retained is not automatically refunded;
• any adjustment applied must be capable of being explained to the customer.

16. ORDERS PLACED BY LEGAL ENTITIES OR FOR PROFESSIONAL PURPOSES

Special consumer rights applicable to distance contracts apply to persons who qualify as consumers under the applicable law.

Orders placed by companies, legal entities, professionals or primarily for professional purposes do not automatically benefit from the statutory right of withdrawal granted to individual consumers.

A commercial return for such an order may be accepted separately following Pedicool’s review of the request.

17. PROCESSING OF DATA IN CONNECTION WITH RETURNS

Data provided in connection with a return or refund may include:

• name;
• contact details;
• order number;
• information about the products being returned;
• address;
• photographs;
• banking information, including IBAN.

This data may be processed for the purpose of:

• identifying the order;
• processing the return;
• resolving a complaint;
• processing a refund;
• managing product conformity issues;
• fulfilling legal, tax and accounting obligations;
• protecting the rights and legitimate interests of the parties, where applicable.

Personal data is processed in accordance with the store’s Privacy Policy and applicable data protection law.

18. APPLICABLE LAW PROVISIONS

Pedicool sells products to consumers in several Member States of the European Union.

Nothing in this policy is intended to deprive, and nothing in this policy shall have the effect of depriving, the consumer of the protection granted by mandatory provisions of the law applicable to them.

In particular, where Pedicool directs its commercial activities to the country in which the consumer has their habitual residence, the mandatory consumer protection provisions applicable to that contractual relationship will be respected.

Where any provision of this policy conflicts with a mandatory legal provision applicable to the consumer, the mandatory legal provision shall prevail.

19. FINAL PROVISIONS

This policy sets out Pedicool’s general procedure for returns, withdrawals, exchanges and refunds.

Nothing in this policy limits or excludes any right that the consumer has on a mandatory basis under applicable law.

Pedicool reserves the right to update this policy to reflect:

• changes in legislation;
• changes in logistics services;
• operational changes;
• changes to payment or refund methods;
• changes to the return procedure.

The version relevant to an order is, in principle, the version made available to the customer in connection with that contract, without prejudice to mandatory legislative changes that apply directly.

For questions regarding a return, refund or non-conforming product, the customer may use the Return Form or the Pedicool contact details available on the website.