Refund policy

Returns & Refunds — Toya Shop

Last updated: June 2026

Toya Shop (toyashop.ro) is operated by RELAXITY S.R.L., the authorised Romanian reseller of the Italian home fragrance brand Erbolinea.

We are committed to offering you premium-quality products and a stress-free shopping experience. If something goes wrong, we're here for you.

1. Your Legal Right of Withdrawal (EU — 14 Days)

Under Romanian Government Emergency Ordinance no. 34/2014 (implementing EU Directive 2011/83/EU on consumer rights), you have the right to withdraw from any distance sales contract within 14 calendar days, without giving any reason and without penalty.

The 14-day period begins from: - the date on which you, or a third party designated by you (other than the carrier), take physical possession of the product; - for orders involving multiple products delivered separately — from the date you receive the last item in the order.

How to exercise your right of withdrawal: Send us an unambiguous withdrawal statement (email or letter) before the 14-day period expires. You may use the model form below or any other clear written communication.

Model withdrawal form (optional): "I hereby withdraw from the sales contract for order no. _, received on _. Name: _. Date: _."

Send to: office@toyashop.ro

2. Return Eligibility Conditions

For a return to be accepted, the product must meet all of the following conditions:

  • it is unused, unopened, and sealed — in the same condition as received
  • it is in its original sealed packaging with labels and seals intact
  • it is accompanied by the invoice or purchase receipt
  • the return is initiated within the legal 14 calendar days from the date of receipt

Products showing signs of use, user-caused damage, or missing original packaging components may be refused or subject to a partial deduction from the refund amount.

3. Exceptions — Non-Returnable Items

The right of withdrawal does not apply to:

  • home fragrance products (diffusers, candles, sprays, etc.) that have been unsealed or used, due to their nature and for hygiene reasons — pursuant to art. 16(e) of GEO 34/2014 / art. 16(e) of Directive 2011/83/EU
  • personalised or made-to-order products
  • gift cards
  • products purchased at clearance or final-sale prices (explicitly marked as non-returnable at the time of purchase)

If you are unsure whether your product is eligible, contact us before opening it.

4. Return Process — Step by Step

Step 1 — Notify us Send an email to office@toyashop.ro with: - your full name - order number - reason for the return (optional but helpful) - clear photographs of the product and packaging

Step 2 — Receive confirmation We will confirm eligibility and send you packaging instructions and the return address within 2 business days.

Step 3 — Ship the product Pack the product securely to prevent damage in transit and send it to:

RELAXITY S.R.L. Strada Vlădeasa 14, Oradea 410222, Bihor, Romania

Returns without prior email notification will not be accepted.

Step 4 — Receipt confirmation We will confirm receipt of your parcel and initiate the refund.

5. Return Shipping Costs

Situation Who covers the cost
Voluntary return (right of withdrawal) Customer
Product defective upon delivery Toya Shop
Incorrect product or quantity delivered Toya Shop

Please keep proof of shipment (tracking number) until your refund is completed.

6. Refunds — Timing and Methods

Once the returned product is received and inspected by our team:

  • the refund is processed within 14 calendar days of confirmed receipt (typically within 7–14 business days)
  • the amount is returned via the original payment method (bank card, PayPal, bank transfer, etc.)
  • we do not charge any processing fees or deductions

Important: Initial delivery costs are refunded in full when the right of withdrawal is exercised within the legal period, except where you chose a delivery method more expensive than our standard option — in that case, the difference is not refunded.

If more than 14 business days have passed since receipt confirmation and you have not received your refund, contact us at office@toyashop.ro.

7. Defective or Incorrectly Delivered Products

Inspect your parcel immediately upon receipt. If the product shows: - manufacturing defects or transit damage - discrepancies from your order (wrong product, incorrect quantity)

contact us within 48 hours of receipt at office@toyashop.ro, with clear photographs of the product and outer packaging. We will cover all associated costs and arrange a replacement or full refund.

8. Legal Warranty

All products sold on toyashop.ro carry the statutory conformity warranty under Romanian Law no. 449/2003 (as amended by Law no. 287/2021, transposing EU Directive 2019/771): 2 years from the date of delivery.

9. Dispute Resolution

We aim to resolve every issue quickly and directly. If a matter remains unresolved, you may contact:

10. Contact

Email: office@toyashop.ro Phone: +40 744 334 507 Hours: Monday–Friday, 09:00–17:00 EET

RELAXITY S.R.L. CUI: 30533870 | Reg. Com.: J05/1309/2012 | EUID: ROONRC.J5/1309/2012 Registered address: Strada Vlădeasa 14, Oradea 410222, Bihor, Romania IBAN: [TODO: confirm from Gossip] | Bank: [TODO: confirm from Gossip] VAT registered: [TODO: confirm from Gossip — yes/no]

Toya Shop is the authorised Romanian reseller of Erbolinea (Italian luxury home fragrances), operated by RELAXITY S.R.L.