Refund policy

Return, Refund, and Cancellation Policy

Effective date: 23.06.2026

This Return, Refund, and Cancellation Policy explains how SleemPlate S.R.L. handles voluntary returns, statutory withdrawal requests, refunds, and product issues for orders placed through its online store.

SleemPlate S.R.L.
Strada Emil Monția 28, 310242 Arad, Romania
Trade Registry No. J2024038696004
VAT / CUI RO50844537
Email: contact@sleemplate.com
Phone: +40 737 573 174

1. Two different return frameworks apply

This policy contains:

a voluntary 90-day return policy offered by SleemPlate in addition to any legal rights that may apply, and
the statutory 14-day right of withdrawal that generally applies to eligible distance contracts for consumers in the European Union (EU). Romanian law implementing the EU Consumer Rights Directive provides a 14-day withdrawal period for eligible distance sales, sets the refund timing, and states that the consumer bears the direct return cost only if informed of that cost in advance.

Nothing in this policy limits any mandatory consumer rights that apply to you under applicable law.

2. Voluntary 90-day return policy

In addition to any mandatory legal rights, we offer a voluntary return window of 90 days from the date you receive the item.

To request a voluntary return, contact us at contact@sleemplate.com with your order number and the item or items you want to return.

For voluntary returns:

the customer bears the direct return shipping cost;
if we provide a return label as a convenience, its cost may be deducted from the refund or charged separately unless we state otherwise;
opened and test-fitted items can still be returned, provided they are returned complete and without avoidable damage beyond ordinary inspection and test-fitting;
we ask that all accessories, screws, inserts, and any other included parts are returned together with the item;
original packaging is helpful and recommended, but for the voluntary policy we will assess the return based on the overall condition and completeness of the returned goods.

For voluntary returns, we may refuse the return or reduce the refund where lawful if the returned item is incomplete, materially damaged, permanently modified, abused, or returned in a condition substantially worse than what would result from normal inspection or test-fitting.

If a product includes any single-use consumable, protective seal, film, adhesive-backed component, or similar element that cannot reasonably be restored to resale condition after use or removal, the voluntary return may be refused for that item or component.

We do not offer direct exchanges. If you want a different variant or product, please place a new order after your return has been requested or processed.

3. Discounted items and bundle returns

Discounted items can be returned under this policy.

Partial bundle returns are also allowed, but if a bundle discount was applied to the original order and only part of the bundle is returned, we may recalculate the order based on the individual item prices applicable to the items you keep at the time of purchase, then refund the remaining difference.

This rule is intended to prevent bundle-discount abuse while still allowing partial returns.

4. EU statutory 14-day withdrawal right and electronic withdrawal function

If you are a consumer in the European Union and your order qualifies as an eligible distance contract, you generally have the right to withdraw from the purchase within 14 days without giving any reason.

For sales contracts, the withdrawal period generally starts on the day you, or a third party indicated by you other than the carrier, physically receive the goods. If one order contains multiple goods delivered separately, the period starts when you receive the last item. If goods are delivered in multiple lots or pieces, the period starts when you receive the last lot or piece.

To exercise the withdrawal right, you must inform us before the withdrawal period expires by a clear statement. You can do this by using the electronic withdrawal function available through your order, by email to contact@sleemplate.com, or by using the model withdrawal form included at the end of this policy. Use of the model form is optional.

Customers with access to customer accounts can start a withdrawal, return, or cancellation request by logging in at:

https://account.sleemplate.com

Then go to Customer accounts > Orders and select the relevant order.

If you checked out using only a phone number and do not have email-based customer account access, use the link in your SMS order confirmation or SMS order updates to access your order and start the request. If you cannot access your order through either route, contact us at contact@sleemplate.com.

The electronic withdrawal function is an additional way to exercise your legal withdrawal right. It does not remove your right to notify us by email or by another clear statement before the withdrawal period expires.

After you notify us of withdrawal, you must send the goods back without undue delay and no later than 14 days from the date on which you communicated your decision to withdraw. The deadline is met if you send the goods back before that 14-day return period expires.

Unless we expressly agree otherwise, the customer bears the direct cost of return shipping for statutory withdrawal. The customer bears that direct return cost only if informed of that obligation before the contract was concluded.

If you validly withdraw, we will reimburse the payments received from you, including the standard delivery cost of the original order where applicable, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we receive the returned goods or you provide evidence that you sent them back, whichever happens first. If you chose a delivery method more expensive than our least expensive standard delivery option, we are not required to reimburse the extra cost of that upgraded delivery method.

Refunds for statutory withdrawal are made using the same payment method used for the original transaction, unless you expressly agree otherwise and no fee is imposed because of that alternative method.

For statutory withdrawal, you may inspect the goods as you would in a physical shop. You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Where a product includes adhesive-backed parts, protective films, single-use consumables, or similar components, use, removal, contamination, damage, or loss of those components may reduce the refund where this causes diminished value beyond ordinary inspection and where permitted by law.

5. Return conditions and handling

Please contact us before sending goods back so we can provide the current return instructions and return address. This helps avoid delays, routing issues, and handling errors.

However, for a valid statutory withdrawal, notifying us within the legal deadline is what matters. Sending goods without first requesting instructions may delay processing, but it does not by itself cancel a valid legal withdrawal notice if the legal conditions were otherwise met.

Please pack returned items carefully. If possible, include:

the order number,
the returned item or items,
all included hardware and accessories,
and any relevant note or explanation.

6. Defective, damaged, or wrong items

If you receive:

the wrong item,
an item damaged in transit,
or an item that appears defective,

please contact us as soon as reasonably possible at contact@sleemplate.com with your order number and clear photos or videos where possible.

These cases are not treated as ordinary change-of-mind returns. They are handled separately under our Warranty and Defective Goods Policy.

Our usual first practical solution for a validated defective, damaged, or wrong-item case is to send a replacement free of charge, but this does not limit any mandatory legal remedies the consumer may have under applicable law. Under Romanian consumer-goods rules, the seller is liable for lack of conformity existing at delivery and discovered within 2 years, defects found within 1 year are presumed to have existed at delivery unless proven otherwise, and the consumer is entitled to conformity remedies such as repair or replacement without charge, with price reduction or termination in certain cases.

We may request photos, videos, additional information, or return inspection before final resolution. Romanian law also treats incorrect installation caused by defective seller instructions as a conformity issue in certain cases.

7. Refund timing for voluntary returns

For voluntary returns outside the statutory EU withdrawal framework, once the returned goods are received and inspected, approved refunds are normally processed within 10 business days.

In practice, refunds may be faster, but final settlement time can depend on your bank, card issuer, payment provider, or transfer route.

Where we agree to refund by bank transfer to an International Bank Account Number (IBAN), you are responsible for providing accurate bank details.

8. Refused, unclaimed, or undeliverable parcels

If an order is refused, unclaimed, undeliverable, or returned to sender because of incorrect address information, failure to collect, or failure to pay customs or import charges for a non-EU shipment, any refund will be handled in accordance with our Shipping and Delivery Policy.

Where the law allows, direct unrecoverable shipping, return, customs, handling, or similar costs may be deducted from the refund.