Refund policy

Amphr wants customers to feel confident when ordering. This policy explains the 14-day change-of-mind return process, the separate procedure for defective, damaged or incorrect products, the condition in which products must be returned, and the circumstances in which a refund may be reduced, delayed or unavailable, subject always to mandatory consumer law.

1.1 Fourteen-Day Right of Withdrawal

A customer may notify Amphr that they wish to withdraw from an eligible online purchase within 14 calendar days after the day on which the customer, or a person designated by the customer other than the carrier, receives the goods. No reason is required.

The decision to withdraw must be communicated by a clear and unequivocal statement. Refusing delivery, failing to collect a parcel, or simply sending goods back without a clear withdrawal notice does not, by itself, constitute a valid return request.

After notifying Amphr, the customer must send the goods back without undue delay and no later than 14 calendar days after communicating the withdrawal.

1.2 How to Request and Complete a Return

1. Email amphr.official@gmail.com within the applicable 14-day period.
2. Include the order number, the product or products being returned, and a clear statement that you wish to withdraw from the purchase.
3. Wait for the return instructions and use only the authorised return address provided by Amphr. A return reference may be issued for identification, but a statutory withdrawal right does not depend on Amphr approving the return in advance.
4. Pack the products securely, including the original tags, labels, branded packaging, inserts and any promotional gifts where possible.
5. Send the parcel using a tracked and adequately insured service and keep the shipping receipt and tracking information until the refund is completed.

Parcels sent to a factory, international fulfilment centre, carrier depot or another unauthorised address may be delayed, lost or returned. Reasonable recovery or redirection costs may be deducted where permitted by law.

1.3 Required Return Condition

Customers may inspect and try on clothing to the same extent reasonably permitted in a physical shop. Products should be returned clean, unworn except for reasonable fitting, unwashed and free from stains, make-up, deodorant, perfume, body odour, pet hair or other signs of use.

Original product tags and labels should remain attached during fitting. Branded packaging, paper inserts and promotional accessories should also be returned where possible. Opening the parcel or removing the external delivery packaging does not by itself remove the right of withdrawal. Missing tags, packaging or inserts do not automatically cancel the right, but they may be evidence of handling beyond what was necessary and may reduce the product’s resale value.

Washed, altered, damaged, stained, fragranced or extensively worn products may be subject to a deduction reflecting their actual diminished value. If customer handling leaves the product with no remaining resale value, the lawful deduction may be substantial and may, where legally permitted, equal the full product price. This does not apply to deterioration caused by a defect for which Amphr is responsible.

1.4 What Is Considered a Defective, Damaged or Incorrect Product

A product may be treated as defective or non-conforming when it has a genuine manufacturing or material fault, is materially different from the product description, is damaged on arrival, or is different from the item ordered. Examples may include:

• A manufacturing fault affecting seams, fabric, fastening, construction, logo application or another essential product feature.
• A material defect that prevents normal use of the product or causes it not to meet the quality reasonably expected from the description.
• A product that materially differs from the ordered model, colour, size or quantity.
• Visible damage caused before or during delivery.
• A product that is not as described on the website in a material, rather than minor, respect.

Each claim is assessed individually based on the product, its age, frequency and manner of use, care instructions, evidence supplied and the applicable consumer law.

1.5 What Is Not Normally Considered a Manufacturing Defect

• Normal wear and tear, friction, pilling or loss of elasticity caused by prolonged or intensive use.
• Damage caused by incorrect washing, drying, ironing, bleaching, fabric softener or failure to follow the care label.
• Damage caused by sharp objects, jewellery, rough surfaces, excessive force or accidental contact.
• An incorrect or unsuitable size selected by the customer.
• Minor colour or texture differences caused by screen settings, lighting or normal production-batch variation.
• Damage caused after delivery by alteration, misuse, improper storage or use for an unsuitable purpose.
• Expected minor changes resulting from normal wear and washing when the product has been cared for correctly.

An issue that is not a manufacturing defect may still qualify for an ordinary 14-day change-of-mind return, provided the withdrawal deadline and return-condition requirements are satisfied.

1.6 Procedure for Defective, Damaged or Incorrect Items

Please contact amphr.official@gmail.com as soon as possible and preferably within 24 hours after delivery when there is visible damage, an incorrect item or an apparent manufacturing defect. This 24-hour request helps Amphr preserve packaging and carrier evidence and investigate quickly; it is not a deadline that removes statutory rights if a defect is discovered later.

The message should include the order number, a description of the issue and clear photographs or video of the product. Where relevant, include the packaging, shipping label and parcel condition. The customer should stop using the product after discovering a possible defect if continued use could worsen the issue or make assessment more difficult.

Amphr may request additional photographs, video, measurements, details of the care method used, proof of purchase or return of the item for inspection. Where a defect or non-conformity is confirmed, Amphr will provide the remedy required by applicable law. Repair or replacement may be considered before a price reduction or refund where lawful and proportionate. Amphr bears reasonable return and redelivery costs for a verified defective, damaged or incorrect item.

If inspection shows that the item is not defective and the issue results from sizing, normal wear, accidental damage, misuse or incorrect care, the defect claim may be rejected. Where permitted by law, the item may be returned to the customer at the customer’s cost.

1.7 Return Shipping Costs and Risk

For a change-of-mind return, the customer bears the direct cost and risk of return shipping unless mandatory law requires otherwise. The customer remains responsible for the parcel until it is delivered to the authorised return address and must retain proof of shipment.

Returns must be sent with postage and any applicable return charges prepaid. Cash-on-delivery, freight-collect or duty-unpaid returns may be refused unless agreed by Amphr in writing. For cross-border returns, the customer must follow Amphr’s customs instructions and identify the parcel correctly as returned merchandise. Charges caused by incorrect or incomplete customs documentation may be deducted from the refund where permitted by law.

1.8 Refund Amount

The refund is based on the amount actually paid for the returned product after discounts. For EU consumers exercising the statutory right of withdrawal from an entire order, the refund includes the returned product price and the least expensive standard outbound delivery charge offered for that order where required by law. Additional costs resulting from a premium or more expensive delivery option are not refunded.

For a partial return, the original outbound delivery charge is not normally refunded unless mandatory law requires an adjustment. Customer-paid return shipping is not refunded for a change-of-mind return.

1.9 Refund Timing and Method

Refunds are issued without undue delay and within the period required by applicable law. Amphr may withhold reimbursement until the returned goods have been received or the customer supplies reliable evidence that they have been sent, whichever occurs first. The returned product may be inspected before any deduction for diminished value or a defect claim is determined.

Refunds are made to the original payment method where possible. Banks and payment providers may require additional processing time before the funds appear in the customer’s account.

1.10 When a Refund May Be Reduced, Delayed or Not Granted

Subject to mandatory consumer law, a refund may be reduced, delayed or unavailable in the following circumstances:

• The customer attempts a change-of-mind return after the applicable 14-day notification period and no separate statutory defect or non-conformity right applies.
• The customer did not provide a clear withdrawal notice and merely refused delivery, failed to collect the parcel or sent it back without identifying the return.
• The returned product has been washed, altered, stained, fragranced, damaged or used beyond what was reasonably necessary to inspect and try it on, resulting in diminished or no resale value.
• The product is alleged to be defective, but inspection shows that the issue was caused by incorrect sizing, normal wear, accidental damage, misuse, alteration, improper storage or failure to follow care instructions.
• The return is sent cash-on-delivery, freight-collect, duty-unpaid or to an unauthorised address without prior written agreement.
• The customer provides incorrect or incomplete customs documentation, causing recoverable customs, redirection or handling charges.
• A promotional gift or accessory that formed part of the qualifying order is not returned, or a partial return causes the retained order to fall below a disclosed promotion threshold. The promotion may then be recalculated and the lawful value deducted.
• A parcel is unclaimed, refused or undeliverable because of an incorrect address, an unavailable recipient or failure to pay a charge clearly disclosed as the customer’s responsibility. Non-recoverable outbound, return, customs and handling costs may be deducted after the parcel is received and inspected.

Nothing in this section permits Amphr to exclude or reduce mandatory rights relating to defective, damaged or non-conforming goods.

1.11 Gifts and Promotional Accessories

Any complimentary accessory supplied because an order met a promotional threshold must be returned when the entire qualifying order is returned. If only part of the order is returned and the retained order value no longer meets the promotion conditions, Amphr may request return of the gift or recalculate the promotion and deduct the gift’s disclosed retail value where lawful. A missing gift may delay the final refund calculation.

1.12 Exchanges

Unless an exchange option is expressly offered, customers should return the unwanted product and place a new order for the preferred size or colour. This helps secure the replacement item without waiting for the original return to be processed.

1.13 Authorised Return Address and Statutory Rights

Do not send returns to the manufacturer, international fulfilment centre or carrier depot. The intended return destination is Amphora Activewear SRL, MD-2075, CHIŞINĂU, str. NICOLAE MILESCU-SPĂTARUL, 23, Republic of Moldova. The exact authorised recipient name, telephone number and any required customs wording will be provided by customer service. The customer is responsible for using the exact information supplied.

This policy does not limit any mandatory rights relating to defective or non-conforming goods and does not create a separate voluntary commercial guarantee beyond the commitments expressly stated.