Returns & Right of Withdrawal

Last updated: 3 October 2026

If you are a consumer, you can change your mind about most purchases made in the Stayve Europe shop. This page explains how the right of withdrawal works under Romanian law (OUG 34/2014 on consumer rights), which products are excluded and how to send a product back. It forms part of our Terms and Conditions of Sale.

1. Your 14-day right of withdrawal

You have the right to withdraw from the contract within 14 days without giving any reason and without any penalty, except for the costs mentioned below.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the courier, take physical possession of the products. If you ordered several products that are delivered separately, the period runs from the day you receive the last one.

2. How to withdraw

To exercise the right of withdrawal, you must inform us of your decision by a clear statement before the 14-day period expires, sent to:

• in writing, by post, to ZIEGERT SRL, Str. Sfântul Petru Tei nr. 59, Sector 2, Bucharest, Romania · CUI RO35793880 · Trade Register J40/3733/2016;
• or through the contact form on our Contact page.

You may use the model withdrawal form at the bottom of this page, but it is not mandatory — any clear written statement is enough. Please include your order number and the products you want to return. We will confirm receipt of your withdrawal without delay.

To meet the deadline, it is sufficient to send your notice before the 14-day period has expired.

3. Sending the products back

You must send the products back, or hand them over to us, without undue delay and no later than 14 days from the day you informed us of your withdrawal. The deadline is met if you send the products before the 14 days expire.

• Return method and address: agreed with you when you notify us of your withdrawal.
• Return shipping costs: in line with OUG 34/2014, you bear the direct cost of returning the products, unless we have agreed to cover it.

Please pack the products carefully, ideally in their original packaging, and keep proof of shipment.

4. Refunds

We will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we were informed of your decision to withdraw.

• The refund is made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; you will not incur any fees for the refund.
• If you chose a delivery method more expensive than the cheapest standard delivery we offer, we are not required to refund the additional cost.
• We may withhold the refund until we have received the products back or until you have supplied proof of having sent them, whichever is earlier.

5. Condition of the returned products

You may handle the products only as far as necessary to establish their nature, characteristics and functioning — as you would in a shop. You are responsible for any diminished value resulting from handling beyond that. For example, a microneedling pen that has been used on a client, or a product whose seal has been broken, is no longer in a condition to be resold.

Where the value of a returned product has been diminished in this way, we may deduct the corresponding amount from the refund.

6. Exceptions — products that cannot be returned

In accordance with art. 16 of OUG 34/2014, the right of withdrawal does not apply to:

• Sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery (art. 16 lit. e). In our shop this includes:
  • mesotherapy ampoules and serums;
  • BB Glow pigments and lip pigments;
  • needles, microneedling cartridges and any other part that comes into contact with the skin;
  • aftercare and other cosmetic products whose seal or protective packaging has been opened.
  These products can be returned only if their seal and protective packaging are intact.
• Goods made to the customer’s specifications or clearly personalised (art. 16 lit. c), for example custom kits or custom-labelled products, where offered.
• Goods which, by their nature, become inseparably mixed with other items after delivery (art. 16 lit. f).

We will always tell you in the product description or at checkout when a product falls under one of these exceptions. The exceptions do not affect your rights if a product is faulty or not as described — see below.

7. Faulty or incorrect products

The right of withdrawal is separate from your rights when a product is defective, damaged in transit or not what you ordered. In those cases please contact us as soon as possible with your order number and photos. You are covered by the legal guarantee of conformity (OUG 140/2021), described in section 11 of our Terms and Conditions, regardless of whether the product was unsealed. Return costs for faulty or incorrect products are paid by us.

8. Purchases by businesses and professionals

The statutory right of withdrawal applies only to consumers — natural persons buying for purposes outside their trade, business or profession. Orders placed by companies, salons, clinics or self-employed professionals for their professional activity are not covered by the 14-day right of withdrawal.

Returns for professional customers are possible only by prior written agreement with us. The rules on faulty or incorrect products in section 7 still apply.

9. Questions and disputes

If you have a question about a return, write to us through the contact form on our Contact page or in writing at our registered office (section 2). If we cannot resolve an issue together, consumers can use the ANPC Alternative Dispute Resolution procedure at reclamatiisal.anpc.ro (information: anpc.ro/sal).

Annex — Model withdrawal form

(Model form set out in OUG 34/2014. Complete and return this form only if you wish to withdraw from the contract.)