Return and Refund Policy

Last updated: 20 July 2026

Return address

All returned products should be shipped to:

TOP GUIDE S.R.L.
Str. Calea Roșiori, Nr. 104, 147130 Sat Văcărești, Comuna Drăgănești de Vede, judetul Teleorman, Romania
Phone: 0779 243 541
Email: comenzi@magicgift.ro

CIF: 54815518 | Trade Register No.: J2026036188000

Please notify us in advance (by email or phone) before shipping a return, so that we can register the request and track the parcel. We do not accept parcels shipped cash on delivery.

1. Return policy for personalized products

Important: This section applies only to products personalized by you — those on which you upload your own photo, add text or choose a combination made specially for you. They are made to order, according to your specifications.

Products with a ready-made design (models already created, which you select from the catalogue without uploading anything) and any standard non-personalized products fully benefit from the 14-day right of withdrawal described in section 2.

In accordance with OUG nr. 34/2014, art. 16 lit. (c), on consumer rights in contracts concluded with professionals, products made to the consumer's specifications or clearly personalized CANNOT be returned. All the products you configure — star map prints, moon phase prints, prints with your own photo and pictures built from bricks — are made specially for you, to the specifications you choose.

Please check carefully before placing your order:

  • The configured details: the date, time and place (for the star map and the moon phase) or the uploaded photo (clarity, resolution and framing)
  • The product type (framed, canvas, poster or digital file), the size and the chosen format
  • The personalized text (including diacritics) and the chosen colour
  • The delivery details (name, phone, address)

2. Non-personalized products (14-day right of withdrawal)

If you purchase a standard, non-personalized product (without a photo, text or other personalization at your request), you benefit from the legal right of withdrawal within 14 calendar days of receiving the parcel, in accordance with OUG nr. 34/2014, without having to justify your decision.

  • The product must be returned in its original condition, unused and with the packaging intact
  • The cost of return shipping is borne by the buyer
  • We refund the full value of the product within a maximum of 14 days from the date on which you communicated your decision to withdraw. In accordance with the law, we may withhold payment until we receive the returned product or until you provide proof that it has been shipped (whichever occurs first).

How to return, step by step

  1. Notify us within the 14 days, by email at comenzi@magicgift.ro or by phone at 0779 243 541. You may use the form below, but any unequivocal statement is valid.
  2. Pack the product in its original condition, together with the invoice or a copy of it.
  3. Ship the parcel via your preferred courier to the return address above, within a maximum of 14 days from communicating your decision. The shipping cost is yours.
  4. Receive your money back within the timeframe above.

Refund method

  • If you paid by card online, the refund is made automatically to the same card, through the payment processor used (Netopia Payments for Romania, Stripe for international orders).
  • If you paid cash on delivery to the courier, the refund is made by bank transfer to your account. Please provide us with the IBAN and the account holder together with the return request.
  • We do not charge any fee for the refund.

Withdrawal form (template)

You can copy and send this text by email:

To TOP GUIDE S.R.L., Str. Calea Roșiori, Nr. 104, 147130 Sat Văcărești, Comuna Drăgănești de Vede, judetul Teleorman, Romania, email comenzi@magicgift.ro.
I hereby inform you of my withdrawal from the sales contract concerning the following products: ______________________.
Ordered on: ____________. Received on: ____________.
Consumer's name: ____________________.
Consumer's address: ____________________.
IBAN and account holder for the refund: ____________________.
Date: ____________.

3. Defective or wrongly delivered products

If you receive a defective or non-compliant product (damaged print, wrong product delivered through our fault, transport damage), you are entitled to the 2-year legal guarantee of conformity from delivery, in accordance with Legea 449/2003 and OUG 140/2021. This right applies including to personalized products.

For visible damage caused during transport, please notify us as soon as possible (ideally within 48 hours of receipt), so that we can file a claim with the courier. This timeframe does not in any way limit the 2-year legal guarantee.

Contact us with clear photos of the product:

In the case of a non-compliant product you are entitled, free of charge, to:

  • Repair or replacement of the product (free remaking of the product)
  • An appropriate reduction of the price or termination of the contract with a full refund, if repair or replacement is not possible
  • We bear the cost of return shipping in these situations

4. Dispute resolution

For any complaint please contact us directly. If we do not reach an agreement, you may turn to:

5. Contact

For questions about returns, refunds or products:

See also the delivery policy.