Personalized products cannot be returned
Under art. 16 letter c of Government Emergency Ordinance (OUG) no. 34/2014, the 14-day right of withdrawal does not apply to products made to the consumer's specifications or clearly personalized.
Every product we sell is made to order, to your choices (your file or photo, your texts, your name or a date): an Award is printed from your certificate or photo and can carry your text on a plate on the back (the plate text is required and cannot be left empty when you start from a template photo in our gallery: you put your name and date or your own text); a quote piece carries your name, date or dedication; The Board is made in size S or M, with the slots, slot sizes and texts you chose. We cannot sell them to anyone else, so we cannot take them back or refund you if you change your mind. That is why we show you a detailed preview before you pay, and why you confirm it with a tick box at checkout.
This does not affect your rights if the product arrives damaged or does not match your order (see below).
Changed your mind right after ordering?
Write to us as soon as you can at support@finallywon.com. If production has not started, we cancel the order and refund you in full. This is a favor we offer, not a right given by law. Production starts right after your payment is confirmed, so this window is short. Production has started when the status of your order, on your order page, shows "In production". After that, the order can no longer be cancelled.
Your legal guarantee of conformity
If you are a consumer, you have the legal guarantee of conformity under Government Emergency Ordinance no. 140/2021:
- 2 years from delivery for any lack of conformity that existed at delivery;
- in the first year, a problem is presumed to have existed at delivery, unless we prove otherwise;
- if the problem appears within the first 30 days after delivery, you are entitled to a replacement;
- fixing the problem is free, including transport;
- the replacement is made on a date we agree with you in writing (by email), and no later than 15 calendar days after you told us about the problem;
- if a replacement is not possible, is not made in time, or the problem comes back, you are entitled to a price reduction or, unless the problem is minor, to end the contract and get your money back, to the payment method you used.
We do not offer a commercial guarantee in addition to this legal guarantee. This policy does not limit your legal rights in any way.
Broken, damaged or wrong? We replace it
If your Award arrives broken, cracked or scratched, with a print or plate defect, or different from what you confirmed in the preview (another file, size or text), we make a new one and send it to you at no cost. The same applies to The Board: if the slots, sizes or texts differ from what you confirmed, or a part is damaged, we put it right.
Because every product is made to order and cannot be repaired, the remedy is a replacement.
We do not replace what gets damaged after delivery by use or by a fall, and we do not take back personalized orders that were made correctly, as you confirmed in the preview.
How to tell us about a problem
- Write to support@finallywon.com and give us your order number.
- Attach clear photos of the Award and, for damage in transport, of the package and the wrapping. Please keep the box, the padding and the Award until we confirm what happens next.
- Write to us ideally within 14 days of delivery, so we can solve it quickly and recover the cost from the courier. This is a request, not a condition: if you write later, you do not lose your rights, and the 2-year legal guarantee stays.
We confirm that we received your message within 1 working day. We then agree by email the date by which you receive the new Award, which is no more than 15 calendar days after you told us. If we need the damaged Award back, we arrange the pickup and we pay for it. You pay nothing.
Damage in transport
Transport is at our risk: until you (or the person you named as recipient) physically receive the parcel, any damage is our problem, not yours. If the package looks damaged when the courier hands it to you, check it in front of the courier if you can and take photos. If it is delivered to your door and the box looks knocked about, please ask the courier to note it (a damage report, "proces-verbal") before you sign. If you collect the parcel from a FANbox, take photos right there, before you leave with it. These are requests, not conditions: you can accept the parcel, and accepting it does not take away your rights. We deal with the courier ourselves.
Gifts
If you received an Award as a gift and it is damaged or wrong, you or the person who bought it can write to us with the order number and photos. We help either way. Because the Award is personalized, a gift cannot be returned or exchanged if you simply do not want it. The legal guarantee belongs to the buyer, as the party to the contract, and we send the replacement to the delivery address, whoever writes to us. We do not put the price in the parcel.
What is not a lack of conformity
The guarantee covers any difference between what you ordered and what you received. It does not cover:
- mistakes that are already on the file or the text you uploaded or typed and confirmed (for example a misspelled name on the certificate issued by the firm), or a low-quality file when we warned you at upload and you confirmed the order anyway;
- small differences in color or brightness between your screen and the printed Award;
- damage caused after delivery by falls, improper use, mounting that does not follow the instructions, or cleaning with alcohol or harsh products.
If you are not sure whether your problem falls here, write to us anyway. We look at every case.
Refunds
When you are entitled to a refund, we pay it back to the same payment method you used for the order (the card), at no cost to you. We refund as soon as possible and in any case within 14 days of the day we receive your notice that you are ending the contract (or of the day we get the Award back, if we ask for it).
Complaints
If you are not happy, write to us first at support@finallywon.com. We reply as soon as we can and in any case within 3 working days, and we do our best to solve every problem amicably.
If we cannot solve it together, you can contact the National Authority for Consumer Protection (ANPC), anpc.ro, and use the alternative dispute resolution procedure (SAL): anpc.ro/sal, with complaints filed on reclamatiisal.anpc.ro. You can also go to the courts, as explained in our Terms and conditions.