Refund policy
Thank you for choosing Silvia Sabou's art. We take immense pride in our handcrafted creations—from original paintings and fine art prints to delicate soutache jewelry.
Return and Refund Policy
This policy is drafted in accordance with EU Directive 2011/83/EU and Romanian legislation (GEO no. 34/2014 on consumer rights).
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14-Day Right of Withdrawal (Right to Return)
Under EU consumer protection laws, you have the right to cancel and return eligible products within 14 calendar days from the day you (or a third party designated by you) received the order, without giving any reason.
General Return Conditions:
Items must be in their original, unused, and pristine condition.
Items must be returned in their original packaging, complete with all included accessories (such as Certificates of Authenticity, jewelry boxes, tags, or protective packaging).
To initiate a return, please email us at contact@silviasabou.com with your order number and full name. Items sent back without prior notice and authorization will not be accepted. -
Important Exceptions & Non-Returnable Items
In accordance with Article 16 of Romanian GEO no. 34/2014 and EU regulations, the following items cannot be returned or refunded:
Custom & Commissioned Artworks: Custom-made paintings, made-to-order prints, or bespoke jewelry crafted to your personal specifications or personalized requests are strictly non-returnable.
Earrings (Hygiene & Health Protection): Due to strict hygiene and health protection reasons, soutache earrings that have been unsealed or removed from their tamper-evident packaging cannot be returned.
Worn, Scented, or Damaged Jewelry: Soutache jewelry is made with delicate textiles, crystals, and beads. We will not accept returns for jewelry showing visible signs of wear, makeup stains, perfume scents, body oils, alterations, or accidental damage.
Note on Value Diminution: 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. If an eligible returned item is returned damaged, marked, or missing parts, we reserve the right to reduce the refund amount accordingly or refuse the return. -
Fine Art Prints & Standard Originals
Original Paintings: Must be returned securely packaged in rigid, reinforced protective materials (as received) to prevent bending or damage to the canvas and frame.
Fine Art Prints: Must be returned flat or rolled in their original protective sleeve and rigid mailing tube, untouched and free of creases or fingerprints. -
Return Shipping Costs
Unless the return is due to an error on our part or the item arrived damaged in transit:
The customer is responsible for the direct shipping costs of returning the goods.
Because our creations are delicate and unique, we strongly advise using a tracked, insured courier service. We cannot issue a refund for items lost, crushed, or damaged during return transit. -
Damaged Upon Arrival
Every piece is inspected and securely packaged with multi-layered protection before dispatch. If your package arrives damaged in transit:
Please document the exterior packaging, box damage, and the product itself with clear photos or video.
Contact us within 48 hours of delivery at contact@silviasabou.com .
Keep all original shipping materials until the issue is resolved.
We will promptly assist you with an insured replacement (for prints) or a full refund/repair (for one-of-a-kind originals and jewelry). -
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed back to your original payment method within 14 calendar days from the date we receive the returned items. Please note that banks and card issuers may take an additional 3–5 business days to reflect the transaction.
Contact Us
For any questions regarding returns or cancellations, please reach out to us at:
Email: contact@silviasabou.com
Company: Kio Store SRL
Address: Edgar Quinet 2, Cluj-Napoca, Cluj, Romania