RETURN POLICY

Do you want to return a product? No problem. We provide you with simple and fast return options, in accordance with GEO no. 34/2014 on distance contracts and our commercial policy.

1) Full refund via the online store (standard return)

You can request a full refund for products purchased online, subject to the conditions below. Please include the following documents and items in your package, so that your return can be processed in optimal conditions and without undue delay:

a) The product returned in its original condition, clean, without signs of wear, with all original labels intact and with the original packaging, where possible.
b) The completed return form, with all the requested information, including the bank account (IBAN) for the refund. The return form is sent in the original package and to the email address stated when placing the order; if you no longer have it, you can request it at any time at contact@ok-lux.com or at 0731 159 352.

Return pickup with partner courier (recommended)

Returns via our partner courier are free for orders in Romania, when you use the return label issued by OK-Lux based on the original order data. Request pickup at:

• Email: contact@ok-lux.com
  
  

• Phone: 0731 159 352
  
  

You will receive the return label and delivery instructions to the courier by email. After delivery, you will receive a return AWB to track the status in real time until it is received at our warehouse.

Note: If you prefer another courier of your choice, the shipping cost is borne by the customer and cannot be refunded later, as it is not part of the value of the products purchased in the online store.

Important: Do not ship via Romanian Post with office pickup, as packages cannot be picked up and will be returned to the sender, generating additional delays in processing the return.

2) Product exchange by courier

If you would like to exchange the size or color, or replace it with another product of equal or greater value, contact us before shipping to check stock:

• Email: contact@ok-lux.com
  
  

• Phone: 0731 159 352
  
  

The exchange is processed as a return + new order, for traceability and accounting accuracy, but we keep your original commercial terms and conditions, and the logistics flow is assisted by our team to avoid processing errors.

3) Return conditions and deadlines

• Withdrawal period: you can return the products within 14 calendar days from the date of receipt of the package, without giving a reason.
  
  

• Product condition: products must be in excellent condition, unwashed and unworn, with all original tags attached and original packaging where possible.
  
  

• Quality check: all returns go through a quality check upon receipt at the warehouse. If the product does not meet the conditions, we will contact you for alternative options, as a refund or exchange may not be possible in these cases.
  
  

• Refund: the product value is refunded within 5–14 business days of receipt and validation of the return, through the same payment method or to the IBAN account indicated in the form, according to internal rules and applicable legal obligations.
  
  

4) Products exempt from return, for hygiene reasons

In accordance with art. 16 of GEO no. 34/2014, returns are not accepted for the following categories: underwear, swimwear, bodysuits, socks, tights, earrings or other products explicitly marked as ineligible for return for health protection and hygiene reasons, if they have been unsealed after delivery.

5) Return address

Returns are sent, after obtaining the return label or after notifying the OK-Lux team, to our warehouse address:

SC I 4 BEST SALES SRL – OK-Lux (RETURN)
12 Exempluului Street, Sector 3, Bucharest, 031022
Mention on AWB: "RETURN OK-Lux"
Warehouse phone: 0731 159 352
Support email: contact@ok-lux.com

If we have issued you a specific return label, please use the exact address indicated on the document, as sometimes logistics flows use distinct operational points for quick pickups and quality checks.

6) How to prepare the return package

• Place the product and all accessories received in the original packaging, along with the correctly and legibly completed return form.
  
  

• Pack securely to prevent damage in transit, using a secondary box or courier envelope, with additional protection if necessary.
  
  

• Do not stick adhesive tape directly on the original product box, as this is part of the commercial presentation and may result in the return being rejected.
  
  

7) Costs and reimbursement

• Free return via our partner courier, when you use the label issued by OK-Lux based on the initial order.
  
  

• Return at your own expense via another courier is allowed, but the shipping is borne by the customer and cannot be refunded later, regardless of the result of the quality check.
  
  

• The refund is made after receipt and validation of the return, within 5–14 business days, to the indicated account or through the original payment method, in accordance with internal procedures and legal obligations in force.
  
  

8) Frequently asked questions

I no longer have the return form. How do I proceed correctly and safely?
Write to us at contact@ok-lux.com or call 0731 159 352 and we will immediately send you the form in electronic format, along with shipping instructions and the return label, if you choose our partner courier.

Can I ship the return from a locker?
If the courier partner's infrastructure allows it and you receive the code or label for the locker, you can leave your return in an available locker in your city. Follow the instructions in the confirmation email, as the availability of lockers depends on the courier network and the type of package.

Can I receive cash in the store?
We do not offer cash refunds. All refunds are made exclusively via bank account or the same payment method originally used, in accordance with standardized procedures and applicable legal obligations.

9) Return contact

For any details, clarifications or issuing a return label:

Email: contact@ok-lux.com
Phone: 0731 159 352

The OK-Lux team is at your disposal for complete assistance so that the return process is simple, predictable and correct at every stage of the logistics flow.