Cancellation Policy
Cancellation Policy
This Cancellation Policy applies to orders placed online through www.empoli.ro, operated by EKO JEWELRY S.R.L., with its registered office at 87 Nicolae Caramfil Street, 4th Floor, Sector 1, Bucharest, registered with the Trade Register under no. J2017001071238, Tax Identification Number RO35467000.
By placing an order on our website, the customer confirms that they have read, understood and accepted this Cancellation Policy, together with the Terms and Conditions, Returns Policy, Warranty Policy and Privacy Policy.
1. Cancelling an Order Before Dispatch
The customer may request the cancellation of an order before it has been fully processed and handed over to the courier.
To cancel an order, please contact us as soon as possible using the following details:
Email: contact@empoli.ro
Telephone: +40 758 990 999
Customer support hours: Monday to Friday, 09:00–18:00
The cancellation request must include the order number, the customer’s full name and the contact details used when placing the order.
Cancellation is only possible if the product has not already been handed over to the courier or has not reached an advanced stage of logistical processing.
2. Orders That Have Already Been Dispatched
Once an order has been dispatched or handed over to the courier, it can no longer be cancelled.
In this situation, the customer may refuse delivery of the parcel or request the return of the product after delivery, in accordance with the Returns Policy available on the website.
Where a product is returned, it must comply with the applicable return conditions. It must be in its original condition, without signs of use, wear or damage, in its original packaging and accompanied by all accessories, labels, the warranty certificate and the tax invoice.
3. Cancelling Orders Paid Online
For orders paid online by bank card or another electronic payment method, where cancellation is approved before dispatch, the amount paid will be refunded using the same payment method used for the original purchase.
The refund will be processed within a maximum of 14 calendar days from confirmation of the cancellation.
The actual time required for the refunded amount to appear in the customer’s account may vary depending on the card-issuing bank or payment processor.
4. Cancelling Cash-on-Delivery Orders
For cash-on-delivery orders, cancellation before dispatch does not involve a refund, as no payment has yet been made.
Customers are asked to notify us as soon as possible if they wish to cancel an order, in order to prevent unnecessary processing and dispatch of the parcel.
5. Personalised or Made-to-Order Products
Orders for personalised products, products modified at the customer’s request or products manufactured according to the customer’s specifications may only be cancelled if the personalisation, modification or production process has not yet begun.
Once the personalisation or made-to-order process has started, cancellation is no longer possible, and the product may only be returned in the circumstances provided by law, for example where the product has a lack of conformity.
This provision applies, without limitation, to engraved products, products specially adjusted, products manufactured to specific measurements or products configured in a particular manner at the customer’s request.
6. EMPOLI’s Right to Cancel an Order
EMPOLI reserves the right to cancel an order in any of the following circumstances:
the ordered product is no longer available in stock;
the information provided by the customer is incomplete or incorrect;
payment has not been confirmed;
the order raises reasonable suspicions of fraud;
an incorrect price or clearly inaccurate technical information has been displayed;
the product cannot be delivered due to logistical reasons beyond EMPOLI’s control.
Where an order paid online is cancelled, the customer will be informed and the amount paid will be refunded using the same payment method used for the original purchase, within a maximum of 14 calendar days.
7. Amending an Order
To amend an order that has already been placed, please contact us as soon as possible.
Depending on the status of the order, we may be able to amend certain details, including:
the delivery address;
contact details;
the delivery method, where possible;
the ordered product, provided that it has not already been processed or dispatched.
Amendments are not guaranteed and depend on the processing stage reached by the order at the time the request is received.
8. Difference Between Cancellation and Return
Order cancellation applies before the product has been dispatched to the customer.
Once the product has been delivered, the customer may exercise the right of return within 14 calendar days from receipt of the product, in accordance with the Returns Policy and the applicable legislation.
For details regarding product returns and refunds, please refer to the Returns Policy available on the website.
9. Contact Details for Cancellations
For any request concerning the cancellation of an order, you may contact us using the following details:
EKO JEWELRY S.R.L.
Website: www.empoli.ro
Email: contact@empoli.ro
Telephone: +40 758 990 999
Store address: Bucur Obor Shopping Centre, 2 Șoseaua Colentina, Sector 2, Bucharest, Romania
Registered office: 87 Nicolae Caramfil Street, 4th Floor, Sector 1, Bucharest
Customer support hours: Monday to Friday, 09:00–18:00