Returns policy
Massif returns policy
At Massif, every product is made exclusively to order, according to the specifications chosen by the customer: sizes, upholstery, colour, design and other personalised options. As a result, we do not produce standardised stock, and every piece is unique, made specifically for each customer.
Personalised products – no right of return
Under Romanian Government Emergency Ordinance no. 34/2014 on consumer protection in distance contracts (which transposes EU Directive 2011/83/EU), personalised products are exempt from the right of withdrawal (the 14-day return):
Art. 16(c):
“The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.”
Therefore, because all our products are made to personalised order, they cannot be returned within the 14-day period that the law provides for standard products.
When we do accept returns
We accept returns only in cases of non-conformity or manufacturing defects, such as:
the product received does not match the order placed (wrong size, design, colour, etc.)
visible defects or damage that occurred during transport
In these cases, please contact us within 48 hours of receiving the product, at contact@massifbeds.com, and send us photos and the relevant details.
After assessing the situation, we will agree with you on one of the following solutions:
free repair or replacement of the product or of the faulty parts