1. About Pluxena
Pluxena is operated by Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus (VAT: CY60017620T). We are the seller and the data controller for any personal data you share with us.
We currently deliver to Romania and Cyprus. The exact delivery options, fees and estimated times for your address are shown at checkout, before you confirm your order.
The fastest way to reach us is by e-mail at hello@pluxena.com. We aim to reply within a few business days. You can also write to us at: Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus.
2. Orders & Account
No — you can check out as a guest. Creating an account is optional and lets you save addresses, manage preferences and view your order history.
You must be at least 18 years old and have full legal capacity to enter into a binding contract. Please provide accurate, current and complete information when ordering.
After you click the order button, you will receive an automatic e-mail confirming that we have received your order. This is not yet a contract. The contract is concluded only when we send a separate message confirming acceptance and/or dispatch of your order. We may refuse or cancel an order if a product is unavailable, there is an obvious price or description error, payment was not received or reversed, fraud is suspected, or delivery is not possible to your location. If we cancel a paid order, we refund the full amount using the original payment method.
If your order has not been dispatched yet, contact us as soon as possible at hello@pluxena.com with your order number and we will do our best to help. Once the parcel has shipped, please use the right of withdrawal (see Section 5) instead.
3. Prices & Payment
Prices shown in the store are total prices for the customer. Depending on the destination and your status, prices may include or exclude VAT according to applicable rules. Delivery charges and any cash-on-delivery handling fee are shown separately at checkout, before you confirm the order. Any taxes, duties or customs fees that may apply outside the EU are the customer's responsibility.
We accept card and other electronic payment methods, processed by Shopify Payments. Payments are handled by third-party payment service providers. We do not store your full card details.
When you choose COD, please have the exact amount ready in the local currency at delivery and accept the parcel in full, unless it is visibly damaged in a way that justifies refusal under applicable law. Refusing a COD parcel without legitimate grounds is a breach of our Terms — we may charge you for the actual shipping and return-shipping costs and may suspend or refuse future COD orders from the same customer.
4. Delivery
Estimated delivery times, methods and shipping fees are shown at checkout and start running from the moment your order is dispatched. These are estimates only and not a binding deadline unless we have agreed otherwise in writing. Delays caused by carriers, customs, weather, strikes or other circumstances beyond our reasonable control do not entitle the customer to cancel or claim damages, except where mandatory consumer law provides otherwise.
If a parcel is returned to us because it was not collected, the address was incorrect, or delivery was refused without legal grounds, we may charge you for the actual return-shipping and re-shipping costs, or deduct them from any refund due.
Risk of loss or damage passes to the customer upon delivery. For consumers, risk passes when you (or a third party you indicated, other than the carrier) physically take possession of the products.
5. Returns & 14-Day Right of Withdrawal
Additionally, as a voluntary extension beyond the statutory minimum, Pluxena offers a 30-day return window for all customers worldwide.
Send us a clear statement before the 14-day deadline at hello@pluxena.com, indicating your order number and the products you wish to return. Then return the products to the address we provide in our reply, no later than 14 days after notifying us. The cost of return shipment is borne by the consumer, unless we expressly state otherwise.
We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the products back or you provide proof of having sent them, whichever is earlier. Refunds are made by the same payment method used for the original transaction.
The right of withdrawal does not apply to, among others: sealed cosmetics, personal-care, hygiene or health-related products that are not suitable for return for hygienic reasons after the seal has been opened; products made to your specifications or clearly personalised; products that may deteriorate or expire rapidly; products which after delivery are inseparably mixed with other items.
6. Damaged or Faulty Items
Please contact us at hello@pluxena.com as soon as reasonably possible, and in any event within the timeframes required by mandatory law. Include your order number, a description of the issue and photographs of the product and packaging where relevant. We will examine your complaint and respond in line with applicable mandatory consumer law. Where the complaint is justified, we will offer repair, replacement, price reduction or refund.
Beyond the rights granted to consumers under mandatory law, we do not offer any additional commercial guarantee. We are not the manufacturer of the products. For customers who are not consumers, the statutory warranty for defects is excluded to the maximum extent permitted by law.
Product descriptions, images, ingredient lists and instructions are provided for information purposes. Slight variations in colour, packaging, formulation, fragrance or batch may occur and do not constitute a defect. Please always read the label before use, check ingredients for any potential allergens, follow the manufacturer's instructions, and consult a qualified specialist where appropriate. Our products are not medical devices and are not intended to diagnose, treat, cure or prevent any disease.
7. Privacy, Data & Cookies
The data controller is Marotino CY LTD, Evripidou 9A, 3031 Limassol, Cyprus. For any data-protection matter, contact hello@pluxena.com. We do not sell your personal data.
We collect only what we need to provide the store and process your orders: identification and contact details, order and transaction data, limited payment confirmation data, account data (if you create an account), communication data, technical and usage data (including cookie data), and marketing preferences.
Under the GDPR, you have the right to: access your data and obtain a copy; rectify inaccurate or incomplete data; erase your data in certain cases; restrict processing; data portability; object to processing based on legitimate interest and to direct marketing at any time; withdraw consent at any time; and lodge a complaint with a supervisory authority. To exercise your rights, write to hello@pluxena.com.
We use strictly necessary cookies (required for the store to function), and — with your consent where required — functional, analytics and marketing cookies. When you first visit the store, you can accept all, reject all non-essential cookies, or choose by category in the preference centre. You can change your choices at any time via the cookie preference link.
8. Legal & Disputes
Our Terms and any contract concluded under them are governed by the laws of the Republic of Cyprus, without prejudice to the mandatory consumer-protection laws of the country where you habitually reside (e.g. Romania or Cyprus). Disputes are submitted to the exclusive jurisdiction of the competent courts in Limassol, Cyprus, except where mandatory law allows consumers to bring proceedings before the courts of their country of habitual residence.
Consumers in the EU can use the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. Use of the ODR platform is voluntary and we are not obliged to participate in any out-of-court dispute resolution procedure.
The complete Terms and Conditions and Privacy & Cookie Policy are always available on pluxena.com. The version of the Terms applicable to your order is the version published on the store at the moment you placed it.
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