Returns

This is an English translation provided for convenience. The Romanian version of this page is the legally binding one.

Every candle and every wreath is made by hand, with care. I want you to be happy with what you receive, so here is a simple explanation of your rights and how a return works, if you ever need one.

Catalogue products: 14-day returns

For products ordered exactly as they appear on the website, without personalisation, you have the right to withdraw from your purchase within 14 days of receiving the parcel, without giving a reason (Romanian Government Emergency Ordinance no. 34/2014, implementing EU Directive 2011/83/EU).

  1. Let me know within the 14 days at anna@anna-candles.ro or on WhatsApp, quoting your order number. You may also use the model withdrawal form (Annex 1 to the Ordinance), but it is not mandatory.
  2. Send the product back within 14 days of letting me know, to the address I give you. The cost of returning the product is paid by you.
  3. The product must be unused (the candle unlit), in the condition you received it, ideally in its original packaging.
  4. I'll refund you, including the original standard shipping cost, within 14 days of your notice. I may wait to refund until I receive the product back. For cash on delivery orders, refunds are made by bank transfer to the account you give me.

Personalised products cannot be returned

Products made to your specifications or clearly personalised (with a name, message, date, logo, or colours and designs chosen especially for you) are made only for you and cannot be sold to anyone else. For these products the 14-day right of withdrawal does not apply (art. 16 letter c of Government Emergency Ordinance no. 34/2014). Please check your personalised text carefully before placing your order; for more complex personalisations I'll contact you for confirmation before I start.

If your product has a problem

This never changes: if you receive a damaged or faulty product, or one that is different from what you ordered, you are entitled to a repair, a replacement or a refund under the legal guarantee of conformity (Government Emergency Ordinance no. 140/2021).

  1. Write to me within 48 hours of delivery at anna@anna-candles.ro or on WhatsApp, with your order number and a few photos.
  2. I'll reply within one working day and we'll agree on a solution: I'll remake the product, replace it or refund you.
  3. For faulty or wrongly delivered products, I cover the return shipping cost.
  4. Refunds are made within 14 days, using the same payment method (or by bank transfer for cash on delivery orders).

What is not a defect

Natural beeswax sheet candles are one of a kind. Small differences in shade compared to the photos, an uneven wax texture or wax drips while burning are part of the nature of the product and are not defects.

Cancelling an order

You can cancel your order free of charge as long as I haven't started working on it, usually within the first 12 hours. Write to me as soon as possible and I'll tell you if it's still possible.

Dispute resolution

If we can't reach an agreement, you can contact the Romanian National Authority for Consumer Protection (ANPC) or the alternative dispute resolution procedure (SAL). Customers from other EU countries can also get free help from the European Consumer Centre in their country.

ANNA CREATIVE SENZOKEY S.R.L., tax ID (CUI) 52586132, trade register no. J2025073629000, Str. Amurgului nr. 53 O, ap. 3, Popești-Leordeni, Ilfov County, Romania. Email: anna@anna-candles.ro.