Refund policy
Last updated: 27 September 2026
This policy applies to consumer purchases from Quintéa, operated by THE AXN SRL. It explains our voluntary extended returns policy and preserves your statutory rights.
30 days to tell us, then 30 days to send the goods back
You may change your mind without giving a reason. Tell us that you wish to withdraw from your purchase within 30 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. If one order arrives in separate deliveries, the period runs from receipt of the last item, lot or piece.
After telling us, send the goods back without unnecessary delay and within 30 calendar days after your withdrawal notice. These are voluntary extensions of the usual statutory 14-day notice and 14-day return periods. They do not shorten any longer period or stronger protection that applies by law. If the last day falls on a weekend or public holiday, the deadline extends to the next working day.
How to withdraw or cancel
- Withdraw from a contract: open your customer account and select the relevant order.
- Email a clear withdrawal statement to hello@quintea.eu.
- Post a clear withdrawal statement to THE AXN SRL, Calea Moșilor, Nr 88, Sc F, Ap 82, Bucharest, Romania.
You may use the optional form below or any other unequivocal statement. Include enough information to identify your order and a contact address. Sending your notice before the deadline is sufficient; a valid withdrawal does not require our approval. We will acknowledge an online withdrawal electronically.
You can cancel an order before it is fulfilled. If it has already been dispatched, your applicable withdrawal and return rights continue to apply.
Sending your parcel back
Email hello@quintea.eu for the return-parcel delivery instructions. The registered office above is a postal contact address and must not automatically be used as the parcel-return destination. Asking for delivery instructions does not replace your withdrawal notice or make it subject to approval.
Pack the goods securely and keep evidence of dispatch. The original outer shipping packaging is not compulsory. Please return the items and any accessories supplied with them.
For a change-of-mind return, you pay the direct return-postage costs. We do not charge a restocking fee. If the goods are defective, damaged on arrival, incorrect or otherwise do not conform to the contract, we cover the necessary return costs.
Condition of goods and hygiene seals
You may inspect goods as necessary to establish their nature, characteristics and functioning. Where the law permits, you may be responsible for a loss in value caused by handling beyond what is necessary for that inspection. This is not an automatic fee or a requirement for perfect outer packaging.
The change-of-mind right does not apply to goods that were supplied sealed, are unsuitable for return for health-protection or hygiene reasons, and were unsealed after delivery. All of those conditions must apply. We do not exclude every cosmetic, supplement or personal-care item simply because of its product category. Opening the outer shipping parcel alone does not trigger this exception.
This exception does not remove your rights when goods are defective, incorrect or otherwise do not conform to the contract.
Refund amount, timing and method
We refund the amount you paid for the returned goods. If you withdraw from the whole order, we also refund the cost of the least expensive standard delivery option we offered for that order. If you chose a more expensive delivery option, the additional cost above standard delivery is not refundable under the change-of-mind policy.
We issue your refund without undue delay and within 14 calendar days after receiving your withdrawal notice. Unless we have offered to collect the goods, we may withhold it until we receive either the goods or evidence that you sent them back, whichever occurs first.
We use the original payment method unless you expressly agree to another method. For cash-on-delivery payments, we can arrange a bank transfer with your agreement. You will not be charged a refund fee or required to accept store credit instead of a refund.
Defective, damaged or incorrect goods
Contact hello@quintea.eu with your order details and a description of the problem. Your legal rights for goods that do not conform to the contract are separate from this change-of-mind policy and are not limited to its 30-day periods.
The statutory legal guarantee of conformity applies. Depending on the circumstances and applicable law, remedies may include repair or replacement without charge, a price reduction or a refund. This concerns whether goods conform to the contract; it does not extend a product's labelled expiry date or period of use after opening.
Optional model withdrawal form
Use this form only if you wish to withdraw. You can copy it into an email or send it on paper. The form is optional; another clear withdrawal statement is also valid.
To: THE AXN SRL, Calea Moșilor, Nr 88, Sc F, Ap 82, Bucharest, Romania
Email: hello@quintea.eu
I/We notify you that I/we withdraw from my/our contract of sale for the following goods:
Items: ____________________
Order number, if available: ____________________
Order date: ____________________
Date goods received: ____________________
Consumer name(s): ____________________
Consumer address: ____________________
Email address for confirmation: ____________________
Date of this notice: ____________________
Signature (optional; paper submissions only): ____________________
Seller and contact details
Quintéa is operated by THE AXN SRL, Romania.
Fiscal identification code (CUI): 51514286
Trade Register number: J2025021460006
Email: hello@quintea.eu
Phone: +40 793 173 700
See our Contact Information and Legal Notice for company and consumer-protection contacts.