Your legal guarantee rights

Every piece you buy from us is protected by the legal guarantee of conformity, which EU law gives every consumer who buys from a business. It comes from the law, it costs you nothing, and we do not use any contract term to shorten or limit it. The seller, TRUE TO SOLE S.R.L., owes it for every piece we sell, including pieces sourced to order from our partners, under Romanian law (OUG nr. 140/2021, which implements Directive (EU) 2019/771).

The QR code in the EU notice above opens the European Commission's guide to your guarantee rights, which you can also read at europa.eu/youreurope/guarantees.

Two years from delivery

• We are responsible for any lack of conformity that exists when a piece is delivered and becomes apparent within two years of delivery.
• If it becomes apparent within one year of delivery, it is presumed to have existed at delivery, unless we prove otherwise.
• The EU notice above mentions that a shorter period, of at least one year, may apply to second-hand goods. Under Romanian law that shorter period applies only if the seller and the buyer agree to it. We do not ask for that agreement, so the full two years apply to every piece, pre-owned pieces included.
• If the law of the EU country where you live gives you more, such as a longer period, you keep that protection.
• After the two years, Romanian law still lets you ask for a hidden defect to be remedied if it appears within the piece's average period of use and makes the piece unusable for its purpose.

What counts as a lack of conformity

A pre-owned piece conforms when it matches what its product page told you: the description, the condition grade and its meaning, the wear notes, the photos of the piece itself and the accessories listed. It must also be fit for the use you would normally expect of a pre-owned piece of its kind and age. The condition grades are explained on our Authentication page.

• Covered: a problem that was already there at delivery. For example, a flaw or damage that the product page did not describe, a clasp, zip or strap that fails because of a defect it already had, a listed accessory that is missing, or a piece that is not what its description says, such as a piece that is not authentic.
• Not covered: the normal signs of previous use for a piece of its age, kind and grade, the flaws that its product page described and showed you before you ordered (in the condition grade, the wear notes and the photos), and wear or damage that arises after delivery.

What we will do

• First, we bring the piece into conformity free of charge, shipping included, within a period we agree with you in writing and never more than 15 calendar days from when you told us about the problem. As every piece is one of one, this usually means a repair, because an identical replacement almost never exists.
• If the lack of conformity is found within 30 calendar days of delivery, Romanian law entitles you to a replacement. As an identical replacement of a one-of-one piece almost never exists, the other remedies on this page then apply.
• You can also choose a proportionate price reduction, or end the contract and get a refund, if a repair is impossible or we decline it, if it is not completed in time or does not solve the problem, if the problem is serious enough to justify this straight away, or if it is clear that we will not fix it within a reasonable time or without significant inconvenience to you.
• You cannot end the contract for a minor lack of conformity, and it is for us to show that it is minor.
• If we repair the piece, the two years are extended by the time it was out of use, from when you told us until you have it back.
• If you end the contract, the piece comes back to us at our cost. We refund the price you paid as soon as we receive the piece or your proof that you have sent it, using the same payment method, with no fees.

How to use it

Contact us as soon as you notice a problem, as the EU notice above recommends. Please give your order number, the piece concerned and what you have noticed, with photos if you can.

• Email: hello@truetosoleedit.com. Email gives you a dated record, so it is the best channel for anything you may need to show later.
• By phone or WhatsApp on +36 30 442 6547, through the contact form, or the WhatsApp chat on our website.
• By post: TRUE TO SOLE S.R.L., Str. Iosif Vulcan nr. 7, ap. 9, Oradea, jud. Bihor, România.

We reply to agree the remedy and its timing with you in writing. If the piece needs to come back to us, we send you the address and cover the shipping, so please wait for our reply before you send it.

Good to know

• The legal guarantee is separate from your right to withdraw within 14 days of receiving a piece, without giving a reason; for a withdrawal, you pay the direct cost of sending the piece back. To withdraw, use Withdraw from contract here or see our Withdrawal and refund policy.
• We do not offer any commercial guarantee in addition to the legal guarantee.
• Nothing on this page limits any other right you have under the law, including the mandatory consumer rules of the EU country where you live.
• If we cannot agree, you can turn to the alternative dispute resolution service of the Romanian consumer protection authority (ANPC) at reclamatiisal.anpc.ro, to the European Consumer Centre in your country, or to the courts. Our Terms of service explain the details.