Returns

This is a translation. The Romanian version of this policy is the one that applies.

Last updated: 16 October 2026

In short: you can return non-personalised products within 14 days. Frames personalised with your details can't be returned because you changed your mind. Anything that arrives damaged or wrong through our fault, we make again or refund.

Non-personalised products: 14 days to withdraw

For keychains, for frames and mini frames without personalised details and for unused gift cards, you have the right to withdraw from the contract within 14 calendar days, without giving a reason. The 14 days start on the day you (or someone you name, other than the courier) receive the product.

  1. Tell us within the 14 days through the returns form or by email to salut@relief3d.ro, with the order number. You can also use the model withdrawal form at the end, but you don't have to.
  2. Send the product to Strada Moinești nr. 61A, bloc B5, interfon 70, etaj 6, ap. 604, Sector 6, București, cod poștal 061232 within 14 days of your message. You pay for the return shipping: if you used the returns form, you can book the courier straight from it, or send the parcel with any courier.
  3. We refund everything you paid, standard delivery included, within 14 days of your message, by the same payment method (or by bank transfer, if you paid directly). We may hold the refund until we get the product back.

You're only liable for any loss in the product's value that comes from handling it beyond what's needed to check what it is and how it works. Please send it well packed, ideally in the original box.

Personalised products: no return if you change your mind

Frames and mini frames with the name, time, bib number or other texts you wrote, and exclusive routes made from your GPX file, are made to your specifications. Under art. 16 (c) of Romanian Government Emergency Ordinance no. 34/2014, the 14-day right of withdrawal doesn't apply to them, so we turn down return requests made because you changed your mind.

If you've changed your mind or got something wrong in the details, write to us as soon as you can: until the order goes into production we can change or cancel it for free.

Damaged, faulty or wrong products

That's a different matter and always ours to put right, personalised products included. If the product arrives broken or damaged, has a defect or a mistake of ours (for example a name spelled differently from the order), we make it again and send it to you, or refund you, whichever you prefer. You pay nothing for this.

  • Write to us at salut@relief3d.ro with the order number and a photo. For parcels damaged in transit it helps a lot if you tell us within 48 hours of delivery, but the 2-year legal guarantee of conformity applies either way.
  • You don't need to send the damaged product back unless we ask you to; if we do, we pay for the shipping.

Model withdrawal form

(Fill in and send this form only if you want to withdraw from the contract.)

To: GREY CAT LABS S.R.L., Calea Victoriei nr. 101, Corp A, Mansardă, M4, Sector 1, București, email: salut@relief3d.ro

I hereby give notice that I withdraw from my contract for the sale of the following goods: ......................................

Ordered on: ................ / Received on: ................

Order number: ................

Name of consumer: ......................................

Address of consumer: ......................................

Signature of consumer (only if this form is sent on paper): ................

Date: ................