Returns and Refunds Policy

Last updated: 19 September 2026

Return address

TOP GUIDE S.R.L., Str. Calea Roșiori, Nr. 104, 147130 Sat Văcărești, Comuna Drăgănești de Vede, județul Teleorman, România
Phone: +40 779 243 541 (Monday–Friday, 09:00–18:00) · Email: comanda@pozacruce.ro
CIF: 54815518  |  Trade Reg. No.: J2026036188000

Before sending a parcel, please notify us by email or phone so that we can register the request. We do not accept parcels sent with carriage payable by the recipient, except in the situations described in section 3, where we bear the transport costs.

1. Personalised products — no right of withdrawal

Ceramic photos, plaques, pictures, canvases and slates made according to the photograph, text, shape and size chosen by you are goods made to the consumer's specifications. Under Article 16(c) of OUG no. 34/2014 (transposing Directive 2011/83/EU), the 14-day right of withdrawal does not apply to these products. This information is displayed before the order is placed, on the product page and next to the order button.

The exception concerns only returns without reason. The legal guarantee of conformity (section 3) remains fully applicable to personalised products as well.

Before production, we send you the final preview of the photograph. Please check the photograph and its framing, the shape and size, the text (including diacritics) and the delivery details. The product goes into production only after your confirmation.

2. Non-personalised products — 14-day right of withdrawal

For standard products without personalisation (for example, the kit for mounting the plaques), you have the right to withdraw from the contract within 14 calendar days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the product, without giving any reason.

How to proceed

  1. Inform us of your decision within the 14 days, by email at comanda@pozacruce.ro, by phone or by post. You may use the form below, but any unequivocal statement is valid.
  2. Send the product to the return address no later than 14 days from communicating your decision. The direct cost of returning the product is borne by you.
  3. We will refund all payments received from you, including the cost of the initial standard delivery, no later than 14 days from the day on which we were informed of your decision to withdraw. We may withhold the refund until we have received the product back or until you have supplied evidence of having sent it, whichever is the earliest.
  4. You are liable only for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Refund method

The refund is made using the same means of payment: to the card used (Stripe) or, for cash on delivery, by bank transfer to the account you indicate. We do not charge any fees for the refund.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To TOP GUIDE S.R.L., Str. Calea Roșiori, Nr. 104, 147130 Sat Văcărești, Comuna Drăgănești de Vede, județul Teleorman, România, comanda@pozacruce.ro
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________________
Ordered on: __________ / Received on: __________
Order number: __________
Name of consumer: ____________________
Address of consumer: ____________________
IBAN and account holder (only for cash on delivery): ____________________
Signature of consumer (only if this form is notified on paper): __________
Date: __________

3. Non-conforming, damaged or incorrect products

All products, including personalised ones, benefit from the 2-year legal guarantee of conformity from delivery, under OUG no. 140/2021 (transposing Directive (EU) 2019/771).

If the product was damaged in transit, differs from the confirmed preview or has a manufacturing defect, write to us at comanda@pozacruce.ro with the order number and photographs of the product and the packaging. For transport damage, please let us know as soon as possible (ideally within 48 hours) so that we can open a claim with the courier; this time limit does not restrict the legal guarantee.

You are entitled, free of charge, to:

  • remaking of the product (replacement), within a reasonable time;
  • if remaking is not possible or is not carried out within a reasonable time: a proportionate price reduction or termination of the contract with a full refund.

In these situations we bear all transport costs, including for deliveries outside Romania.

Differences due to the quality of the original photograph, where the preview was confirmed, and damage caused during mounting or by impact after delivery do not constitute a lack of conformity.

4. Complaint handling

We respond to complaints within 15 days at most. If we do not reach an agreement, you may contact:

5. Contact

TOP GUIDE S.R.L.
CIF: 54815518  |  Trade Reg. No.: J2026036188000
Address: Str. Calea Roșiori, Nr. 104, 147130 Sat Văcărești, Comuna Drăgănești de Vede, Teleorman County, Romania

Email: comanda@pozacruce.ro
Phone: +40 779 243 541

Customer support hours:
Monday – Friday
09:00 – 18:00

See also the Delivery policy and the Payment policy.