Refund policy

Return and Refund Policy

Start a return: sign in and request a return from your account.


This Return and Refund Policy forms an integral part of the Terms of Service of MONTAGE THE LABEL S.R.L. ("MONTAGE THE LABEL", "we", "us") and applies to all orders placed on www.montagethelabel.com by consumers. This Policy is drafted in accordance with Romanian Government Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with traders (transposing Directive 2011/83/EU) and Government Emergency Ordinance No. 140/2021 on certain aspects concerning contracts for the sale of goods.

1. Right of Withdrawal

As a consumer, you have the right to withdraw from a distance sales contract, without giving any reason and without incurring any costs other than those set out in Section 6, within 14 calendar days from the date on which you, or a third party other than the carrier and indicated by you, take physical possession of the products.

If a single order includes several products delivered separately, the 14-day period runs from the date you take possession of the last product.

2. How to Exercise Your Right of Withdrawal — Self-Serve Returns

The simplest way to exercise your right of withdrawal is through the self-serve returns feature available in your customer account or via the "Order status" page linked in your order confirmation e-mail. In practice:

  • log in to your MONTAGE THE LABEL account, or open the "Order status" link from your order confirmation e-mail;

  • select the order and the item(s) you wish to return;

  • select a return reason and confirm your request.

Your request is sent to us automatically, and you will immediately receive confirmation on a durable medium (e-mail), including your return number (RMA) and shipping instructions. This digital return function complies with Romanian Government Emergency Ordinance No. 18/2026 (in force since 19 June 2026), which prohibits conditioning a return exclusively on downloading, printing and manually completing a PDF form.

If you have any difficulty using the self-serve returns feature, you may also communicate your withdrawal decision by sending a written request by e-mail to contact@montagethelabel.com, stating the order number, the products concerned and your contact details; we will confirm receipt on a durable medium without delay.

The withdrawal period is deemed to have been observed if you submit your return request (via the self-serve portal or by e-mail) before the 14-calendar-day period referred to in Section 1 has expired.

3. Time Limit for Returning the Products

Once you have informed us of your decision to withdraw, you must send back the products without undue delay and, in any event, no later than 14 calendar days from the date on which you communicated your withdrawal decision to us. The deadline is met if you send back the products before the 14-day period has expired.

4. Conditions for an Accepted Return

For a return to be accepted, the products must meet the following conditions:

  • be in the same condition in which they were delivered: unworn, unused, and free of any signs of wear, damage or odour;

  • have all original labels attached: composition label, brand label, and the MONTAGE THE LABEL security tag (if the product was delivered with one), which must remain intact and in its original position;

  • be accompanied by all accessories, original packaging, boxes and dust bags (where included at delivery);

  • be properly packed for transport, in the original MONTAGE THE LABEL box or an equivalent one.

In accordance with Recital (47) of Directive 2011/83/EU, you are entitled to handle and inspect the products to the same extent as would be allowed in a physical store. However, you remain liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

We will not accept returns that do not meet these conditions; in such cases, the products will be sent back to you at your own expense.

5. Products Excluded from the Right of Withdrawal

In accordance with Article 16 of Government Emergency Ordinance No. 34/2014, the following products cannot be returned:

  • sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the consumer after delivery (for example: underwear, swimwear);

  • products made to the consumer's specifications or clearly personalised (made-to-order/custom products).

6. Cost of Returning the Products

The cost of the transport related to returning the products is borne entirely by the customer, except where the law expressly provides otherwise, or where a free return label is offered to you through the self-serve returns portal.

  • For orders delivered within Romania: once your return request is confirmed via the self-serve portal, you will receive a FAN Courier return label (AWB), either generated automatically or sent to you by e-mail with instructions; the return transport cost is payable by you, unless stated otherwise in your return request.

  • For orders delivered outside Romania, via DHL: you will receive a DHL return label (AWB) through the self-serve portal or by e-mail; the return transport cost is not paid to the courier upon collection but will instead be deducted from the refunded amount, unless stated otherwise in your return request.

Parcels sent cash-on-delivery / freight collect will not be accepted, and the price of the products will not be refunded in such cases.

7. Refunds

MONTAGE THE LABEL will reimburse all payments received from you for the returned products, including the original delivery costs incurred when placing the order (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and, in any event, no later than 14 calendar days from the date on which the returned products are received and inspected by MONTAGE THE LABEL.

The refund will be made using the same means of payment used for the original transaction, unless you expressly agree otherwise; no fees will be charged to you as a result of the refund. Any bank charges applied by your own payment service provider are not the responsibility of MONTAGE THE LABEL.

For returns of internationally delivered products shipped via DHL, the return transport cost will be deducted from the refunded amount, as set out in Section 6.

8. Exchanges (Size/Colour)

We do not offer direct product exchanges. If you would like a different size or variant, please return the product in accordance with this Policy and place a new order for the desired item.


9. Legal Guarantee of Conformity

Independently of the right of withdrawal described above, as a consumer you benefit from the legal guarantee of conformity for the goods purchased, valid for 2 years from the date of delivery, pursuant to Government Emergency Ordinance No. 140/2021 on certain aspects concerning contracts for the sale of goods.

If the delivered product does not conform to the contract (for example, it shows a manufacturing defect), you are entitled to request, free of charge and within a reasonable time, that the product be brought into conformity through repair or replacement or, where this is not possible or would involve disproportionate cost, to request a corresponding price reduction or termination of the contract.

To claim under the legal guarantee of conformity, please contact us at office@montagethelabel.com or by phone at +40 727 690 161, stating your order number, a description of the defect and, where possible, supporting photographs.

10. Limitation on the Number of Returns

To prevent abuse of the right of withdrawal, MONTAGE THE LABEL reserves the right to decline future orders from customers who have made more than 6 (six) returns within the preceding 12 calendar months. This provision does not affect the customer's legal rights in respect of orders already placed.

11. Trader Identification and Contact Details

MONTAGE THE LABEL S.R.L., a Romanian legal entity, with registered office at Str. Alecu Russo nr. 10, Sector 2, Bucharest, 020522, Romania, registered with the Trade Registry under No. J2023017240409, tax identification number RO48790842.

E-mail: contact@montagethelabel.com / office@montagethelabel.com

Phone: +40 727 690 161

Showroom/correspondence address: Str. Icoanei nr. 28, Bucharest