You may cancel an order within 14 days of receiving it, without giving a reason; opened cosmetics are the main exception, for hygiene reasons. These rules follow the Civil Code, articles 1057 and 1060–1065.
Your 14 days
The period starts on the day you, or someone you name, receive the parcel (art. 1060). Tell us within those 14 days by email or on any of our chats, with your order number. Any clear statement works; you may also use the model form below (art. 1062).
What we cannot take back
These are the exceptions in art. 1065:
- Opened cosmetics. A product whose seal or wrapper you opened after delivery cannot be returned for health and hygiene reasons. Unopened means the paper wrapper of a bar, or the lid of a jar or tin, has not been opened.
- Personalised items. Products made to your individual choices, such as a gift box with your own selection, names or text.
Our made-to-order products are standard recipes made in small batches, not personalised items. Unopened, they can be returned like any other product.
Sending it back and your refund
Sending it back. Send the products back within 14 days after you told us (art. 1064). The direct cost of the return is yours; we will tell you our return address. Please pack them well: we may reduce the refund if a product was handled more than needed to look at it.
Your refund. Within 14 days of your notice we refund everything you paid, including the standard delivery cost (art. 1057). If you chose a more expensive delivery, the extra part is not refunded (art. 1063). We pay you back by bank transfer to the account you paid from, at no cost to you. We may wait until the products reach us or you show proof that you sent them, whichever comes first (art. 1063).
Damaged, faulty or wrong items
This is not a cancellation but our mistake to fix. Write to us with your order number and a photo as soon as you notice. We replace the product or refund it, delivery included, at our cost.
Gifts in your order are yours to keep, whatever you return.
Model cancellation form
To: RA Planet, Ciofu village, Telenești District, Moldova, [email protected]
I hereby cancel my contract for the following products:
- Order number: ______
- Products: ______
- Ordered on: ______ / received on: ______
- Name: ______
- Address: ______
- Date: ______
- Signature (only on paper): ______
The form is optional: a message with the same details is enough.