Refund policy

Return and Refund Policy

At Citadel Atelier we take immense pride in crafting high-quality products, and we want you to be completely satisfied with your purchase.

Because we operate within the European Union, our policies are aligned with EU Consumer Rights Directives while keeping the unique nature of handcrafted items in mind.

1. Right of Withdrawal (14-Day Return Policy)

If you are a customer residing in the European Union (EU) or European Economic Area (EEA), you have the right to withdraw from your purchase and return standard items within 14 calendar days from the date you received the physical package.

  • Eligibility: To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging.

  • Return Window: You must notify us of your intent to return within 14 days of delivery and dispatch the returned package within 14 days of notifying us.

2. Exceptions / Non-Returnable Items

In accordance with EU consumer rules, certain types of items cannot be returned or refunded:

  • Custom Made or Personalized Items: Products made to your specific measurements or custom specifications (e.g., custom ring sizes, custom wood combinations, or custom engravings) cannot be returned unless they arrive damaged or defective.

  • Items on Clearance / Sale: Items explicitly marked as final sale (if applicable).

3. How to Initiate a Return

  1. Contact Us: Email us at costintop@gmail.com with your order number, the item(s) you wish to return, and the reason for the return.

  2. Approval: Once approved, we will provide you with the exact return shipping instructions and address.

  3. Packaging: Pack the item securely in its original packaging to prevent damage during transit.

Please note: Items sent back to us without first requesting a return will not be accepted.

4. Return Shipping Costs

  • Standard Returns: The buyer is responsible for paying the shipping costs for returning the item, unless the return is due to an error on our part (e.g., wrong or defective item).

  • International Tracked Shipping: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost in transit during return shipping.

  • Customs/Import Duties: For returns sent from outside the European Union, any customs fees or import taxes incurred upon re-entry will be deducted from your final refund.

5. Refunds

  • Inspection: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether the refund has been approved.

  • Processing Time: If approved, your refund will be processed promptly. A credit will automatically be applied to your original method of payment (credit card, PayPal, etc.) within 7 to 10 business days.

  • Original Shipping Fees: If you return an entire standard order, basic original shipping costs will be refunded. 

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt and contact us immediately (within 48 hours of delivery) if the item is defective, damaged, or if you received the wrong item.

  • Resolution: In cases of damage or defect, please provide clear photos of both the product and the outer packaging. We will gladly offer a replacement or a full refund (including all shipping costs) at no additional charge to you.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.

Contact Us

If you have any questions regarding our Return and Refund Policy, please reach out to us at:

  • Legal Entity: Topliceanu Costin PFA

  • Email: costintop@gmail.com

  • Address: Str. Lămâiței, Nr. 62, Bloc 91, Scara A, Ap. 2, Brașov, Romania