Return and Refund Policy

1. Your Right to Return

In accordance with EU Directive 2011/83/EU and Romanian consumer protection law (OUG 34/2014), you have the right to withdraw from your purchase within 14 calendar days without giving any reason. This cooling-off period begins on the day you (or a third party indicated by you) receive the goods.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can:

• Send an email to hello@cityreliefs.com
• Call us at +40-123-456-789
• Send a letter to: Str. Exemplu Nr. 123, București, România

Please include your order number, name, and the reason for return (optional but helpful). You may use the model withdrawal form below, but it is not obligatory.

3. Model Withdrawal Form

4. Return Shipping

You must return the goods without undue delay and in any event not later than 14 calendar days from the day you communicate your withdrawal to us.

Return Shipping Costs: You will bear the direct cost of returning the goods unless we have agreed to bear them. The estimated maximum cost for return shipping within the EU is approximately €15-30, depending on your location.

Return Address:
3D City Reliefs SRL
Str. Exemplu Nr. 123, București, România

5. Condition of Returned Goods

To be eligible for a return, items must be:

• In their original condition and packaging
• Unused and undamaged
• Complete with all accessories and documentation

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

6. Refund Process

Once we receive and inspect your returned item, we will:

• Send you an email confirmation of receipt
• Inspect the item within 2-3 business days
• Process your refund within 14 days of receiving your withdrawal notice

We will reimburse all payments received from you, including the costs of standard delivery. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

Refund Method: Refunds will be made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Custom-made products: Items made to your specific requirements or clearly personalized cannot be returned unless they are defective
• Sealed goods: Items that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons

Note: Most of our 3D printed city relief frames are made to order and may be considered custom-made. However, if you receive a defective or incorrect item, you are still entitled to a refund or replacement.

8. Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us immediately at hello@cityreliefs.com
• Provide photos of the defect or damage
• Include your order number and description of the issue

We will arrange for a replacement or full refund, including return shipping costs, at no additional charge to you. This applies regardless of whether the item is custom-made.

9. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, material, or city, please return the original item for a refund and place a new order. This ensures you receive the correct item as quickly as possible.

10. Late or Missing Refunds

If you haven't received your refund within 14 days of us receiving your return:

• Check your bank account again
• Contact your credit card company (it may take some time for the refund to be officially posted)
• Contact your bank (there is often processing time before a refund is posted)
• If you've done all of this and still have not received your refund, contact us at hello@cityreliefs.com

11. Contact Us

For questions about returns and refunds, please contact us: