Return and Refund Policy

Last updated: 17 September 2026

The magicgift.ro shop is operated by TOP GUIDE S.R.L., Tax ID (CIF) 54815518, Trade Register No. J2026036188000, Str. Calea Roșiori, Nr. 104, 147132 Sat Văcărești, Comuna Drăgănești de Vede, județul Teleorman, România. Email: comenzi@magicgift.ro · Phone: 0779 243 541 (Monday–Friday, 09:00–18:00).

1. 14-day returns, for any product

You can return any product bought on magicgift.ro, including personalised artworks, within 14 calendar days of delivery, without giving us a reason.

The law (Romanian Government Emergency Ordinance – OUG no. 34/2014, Art. 16(c); Directive 2011/83/EU, Art. 16(c)) would allow us to exclude goods made to your specifications from returns. We have chosen not to apply this exception: the 14-day right of return is valid for all orders.

2. Conditions

  • The product must be returned in new condition: unused, undamaged, with all its components (frame, glass, stretcher bars, accessories), in the condition in which you received it. You may open the packaging to inspect the product.
  • You are only liable for damage to the product caused by handling beyond what is necessary to inspect it.
  • Please pack the artwork carefully, preferably in its original packaging, so that it is not damaged in transit.

3. How to return

  1. Let us know within 14 days of delivery, at comenzi@magicgift.ro or on 0779 243 541, quoting your order number. You can also use the withdrawal form in section 8, but this is not mandatory.
  2. We email you the return label (AWB), which you print and stick on the parcel.
  3. Hand the parcel to the courier within 14 days at the latest of notifying us.

Returns are made by courier, to the address: TOP GUIDE S.R.L., Str. Calea Roșiori, Nr. 104, 147132 Sat Văcărești, Comuna Drăgănești de Vede, județul Teleorman, România. Please do not send parcels cash on delivery (payable by the recipient); they cannot be accepted.

4. Who pays for return shipping

  • Return because you changed your mind: you pay the cost of return shipping, at the courier's actual rate for your parcel. We deduct it from the amount refunded and you will see it listed separately in the refund confirmation email.
  • Damaged, defective or incorrect product: the return is free of charge (section 5).

5. Damaged, defective or incorrect product

If the artwork arrives damaged in transit, has printing, frame or material defects, or does not match your order (a different product, size or type, or text different from what you entered), we cover all costs:

  1. Write to us at comenzi@magicgift.ro or on WhatsApp at 0779 243 541, with your order number and a few photos of the product and the packaging. For transit damage, ideally within the first 48 hours.
  2. We will reply within 2 working days at the latest.
  3. We will remake the artwork and send it to you free of charge or, if you prefer, refund the full price paid, including shipping.
  4. If the product needs to be sent back to us, we will send you the return label at no cost.

In addition to the right of return, all products benefit from the 2-year legal guarantee of conformity from delivery (Romanian Government Emergency Ordinance – OUG no. 140/2021): repair or replacement and, if these are not possible, a price reduction or termination of the contract with a refund.

6. Refunds

We refund your money within 14 days at the latest of the date you notified us of the return, including the cost of the standard delivery paid with the order. We may withhold the refund until we have received the product back or until you have sent us proof of dispatch, whichever is earlier.

  • card payment: to the same card, via Netopia Payments (orders from Romania) or Stripe (international orders);
  • cash on delivery: by bank transfer, to the IBAN account you give us, together with the account holder's name.

We do not charge return fees or refund fees. The only amount withheld is the cost of return shipping, for returns because you changed your mind.

7. Changes or cancellation before production; refused parcels

If you write to us on the same working day you placed the order and it has not yet gone to print, we will change or cancel it free of charge. If you refuse the parcel on delivery or do not collect it, the order is treated as a return: if you paid in advance, we refund the amount minus the actual cost of return shipping.

8. Withdrawal form (model)

In accordance with Annex 1(B) to OUG no. 34/2014. Using it is optional; you can also notify us of the return by a simple email.

To: TOP GUIDE S.R.L., Str. Calea Roșiori, Nr. 104, 147132 Sat Văcărești, Comuna Drăgănești de Vede, județul Teleorman, România, comenzi@magicgift.ro

I hereby give notice that I withdraw from my contract for the sale of the following goods: ……………………

Ordered on: ………… / received on: …………

Name of consumer: ……………………

Address of consumer: ……………………

Signature of consumer (only if this form is notified on paper): ……………

Date: …………

9. Complaints and dispute resolution

If you are unhappy about anything, please write to us first; we reply within 2 working days at the latest. If we cannot reach a solution, you can contact the Romanian National Authority for Consumer Protection – ANPC (anpc.ro), the alternative dispute resolution procedure (anpc.ro/ce-este-sal) or the European information on consumer dispute resolution (consumer-redress.ec.europa.eu).