Terms & conditions

1. The parties

This document governs the relationship between Kinzello, with its registered office in Atelier · Suceava, Scueava, România, registered with the Trade Register Office under number pending registration, tax ID (CUI) pending registration (hereinafter “the Seller” or “Kinzello”), and any individual or legal entity using the online shop kinzello.com (hereinafter “the Customer”).

Using the site implies full acceptance of these terms. If you do not agree with any of the provisions, please do not use the site.

2. Orders

An order is placed by adding products to the bag and completing the checkout form. The order becomes binding once it is confirmed by email. The Seller reserves the right to refuse an order if the stock is unavailable, the contact details are clearly incorrect, fraud is suspected or delivery to the given address is impossible.

Personalised products are made by hand based on the options chosen by the Customer (design, size, thread colour, placement). These products are considered personalised goods under Art. 16(c) of Government Emergency Ordinance 34/2014 and cannot be returned except in the case of hidden defects or non-conformity with the order.

3. Prices and payment

Prices shown on the site are in RON and include the applicable VAT. The delivery cost is calculated separately at checkout and shown clearly before the order is placed.

At present, payment is made exclusively by cash on delivery (paid to the courier). Online card payment will be available soon; updates to this document will reflect the payment method when it is introduced.

4. Delivery

Delivery times and costs are described on the Shipping & returns page. The Seller makes every reasonable effort to meet the stated times, but is not liable for delays caused by the courier or by force majeure.

5. Right of withdrawal

In accordance with Government Emergency Ordinance 34/2014, a consumer Customer has the right to withdraw from the contract, without giving any reason, within 14 calendar days of receiving the product. Personalised products (made to the Customer's options or to special order) are an exception and cannot be returned under Art. 16(c).

To exercise the right of withdrawal, the Customer sends a notice to contact@kinzello.com and returns the product unused, in its original packaging. Return costs are borne by the Customer, except for non-conforming products or hidden defects, in which case the Seller also refunds the cost of the return.

The amount paid is refunded within 14 days of receiving the returned product, by the same means of payment used for the order or by bank transfer, as the Customer prefers.

6. Conformity and warranty

Products delivered must match their description on the site and their usual purpose. If a lack of conformity is found within two years of delivery, the consumer Customer has the rights provided by Romanian Law 449/2003 and Directive 1999/44/EC: repair, replacement, a price reduction or termination of the contract.

7. Liability and force majeure

Kinzello is not liable for indirect damage or loss of profit arising from the use of the site or of the products purchased, to the extent permitted by law. Neither party is liable for failing to perform obligations due to force majeure (disasters, epidemics, wars, government restrictions) for the duration of the event.

8. Intellectual property

All graphics, texts, logos, photos and embroidery designs on the site are the property of Kinzello or are used with the consent of the rights holders. Reproduction or commercial use without prior written consent is prohibited.

9. Personal data

The processing of your personal data is governed by its own page: Privacy policy. The cookies used are described in our Cookie policy.

10. Dispute resolution

Any complaints can be sent to contact@kinzello.com. If no amicable solution is reached, the consumer Customer may use the European online dispute resolution platform (ODR): ec.europa.eu/consumers/odr, or contact the Romanian National Authority for Consumer Protection (ANPC): anpc.ro.

Disputes not settled amicably fall under the jurisdiction of the Romanian courts, in accordance with the law.

11. Changes

Kinzello reserves the right to change these terms at any time. The version that applies to an order is the one published when the order was placed. Changes will be shown on this page, with an updated “effective from” date.

12. Contact

For any question about these terms, you can write to us at contact@kinzello.com or call us on +40 740 563 227.