Guarantee

Warranty and Complaints

CONSUMER RIGHTS

This certificate is issued in strict accordance with the provisions of Government Emergency Ordinance No. 140/2021 on certain aspects concerning contracts for the sale of goods and Government Ordinance No. 21/1992 on consumer protection.

WARRANTY PERIODS AND PROCEDURES

·        The commercial warranty period for footwear and leather goods is [e.g. 30 days] from the date of purchase.

·        The legal guarantee of conformity is 2 years (24 months) from the date the product is delivered, in accordance with the legislation in force.

·        Any lack of conformity will be remedied at no cost to the consumer within a reasonable period, which may not exceed 15 calendar days from the date the seller is notified in writing or receives the defective product in-store.

·        Remedies include, in order: repair of the product; replacement with an identical or similar one if repair is not possible; a proportional price reduction; or a refund (termination of the contract), in accordance with the conditions set out in Article 11 of GEO No. 140/2021.

·        The warranty period is automatically extended by the period during which the goods are unusable (from the date they are handed in for servicing until the consumer is notified to collect them). If the product is replaced in its entirety, a new warranty period begins on the date of replacement.

MANDATORY INSTRUCTIONS FOR USE AND CARE

To benefit from the warranty, consumers must follow the care instructions specific to the material from which the product is made:

A. Footwear:

·        Washing footwear in a washing machine or prolonged contact with water is strictly prohibited. Footwear not expressly marked as “waterproof” may let water in under excessively damp conditions.

·        Clean according to the material: smooth leather should be cleaned with a soft, damp cloth and treated with shoe polish; suede (velour, nubuck) should only be brushed when dry, using a special brush; textile materials should be cleaned dry or with a special foam cleaner.

·        Wet footwear must be dried naturally at room temperature only. Drying on or near heat sources (radiators, stoves, air conditioners) or through direct and prolonged exposure to sunlight is strictly prohibited, as this may cause the leather to crack and the sole to come unstuck.

·        Allow footwear to dry and air out for at least 24–48 hours between wears to remove moisture accumulated from perspiration.

·        Use a shoehorn to avoid damaging the heel, and fully loosen the laces/straps before taking footwear off.

B. Leather Goods (Bags, Backpacks):

·        Do not overload bags or backpacks. The recommended maximum weight for day bags is 2–3 kg, and for standard backpacks 5 kg. Exceeding these limits may cause straps or stitching to tear, or the material to become deformed.

·        Avoid contact with sharp objects, abrasive surfaces or chemicals (perfumes, solvents, creams, acids), which may irreparably scratch or stain the surfaces.

·        Clean only with a soft, slightly damp cloth, without using bleach or harsh detergents.

5. WARRANTY EXCLUSIONS

·        Normal wear and tear of the product (for example: worn heel tips or soles, natural fading of materials over time due to exposure to sunlight).

·        Accidental mechanical damage caused by the end user or third parties: scratches, cuts, snags, impacts, crushing or deformation.

·        Defects resulting from failure to strictly follow the care instructions (for example: cracked leather uppers or detached soles caused by forced drying on a radiator, or mould stains caused by storage in damp conditions).

·        Damage resulting from washing the product in a washing machine.

·        Unauthorized alterations or repairs carried out by persons or workshops not authorized by the seller.

Cases in which the warranty becomes inapplicable or void
• normal moral and physical wear and tear of the product
• fading of the product or any of its components following prolonged exposure to severe environmental factors (sunlight or another strong heat source, humidity, rain, snow, etc.)
• damage to the product as a result of disasters (fire, earthquake, flood, lightning, etc.), accidents, arson or theft
• defects caused by transport, handling or storage in unsuitable conditions (excessive temperature and humidity, thermal shock – hot/cold variations, immersion, etc.)
• defects caused by inappropriate, abusive, incorrect or modified use of the product and/or use in unsuitable conditions other than those for which it was tested and designed – overfilling bags causes them to deteriorate
• alterations, repairs or modifications made by unauthorized persons, including painting the product
• damage to the product caused, intentionally or unintentionally, by mechanical impacts (tearing, snagging, hitting, scratching, etc.), pets, rodents and other pests
• improper care (cleaning using unsuitable methods or products)

• The leather is treated with vegetable tannin, which may migrate and slightly stain garments it comes into contact with. This may happen during the first few wears, until the product develops a unique patina, and is not considered a defect; stains on clothing can be removed by simply washing it
• Minor irregularities and imperfections in handmade products or parts thereof.
• Leather that has been waxed and polished by hand: in this case, the leather continues to “wear” naturally – surface color abrasions are an intentional effect that occurs only after wearing and are precisely what give the products their individual character

• WARNING: Printed products may have asymmetries depending on the print used. This is not considered a defect.General recommendations for footwear care:
  - Washing shoes in a washing machine is strictly prohibited!
  - Diane Marie is not responsible for defects resulting from incorrect use or care of the product, or for discomfort caused by wearing footwear in the wrong size.
  - After each wear, clean the footwear and place it on shoe trees of a suitable size and shape. To ensure hygienic wearing conditions and extend the footwear’s service life, we recommend alternating between 2–3 pairs over a period of time. Washing footwear with water is prohibited. Do not use bleach, detergents, solvent-based products, stretching products, cleaning products or waterproofing products other than those approved by Diane Marie.
  - Wet footwear should be dried slowly at room temperature, away from direct contact with heat sources. Do not dry using a fan, radiator, fire, hair dryer or other heat source. Use in excessively damp conditions will cause irreversible deformation of the leather from which the footwear is made.
  - Protect the uppers from direct impact.
  - Avoid excessive heat, which can reactivate adhesives and cause the soles to come unstuck.
  - Protect the uppers and soles of shoes from contact with solvents, tar, soft bitumen or other corrosive or anti-slip materials or de-icing substances. Also avoid snagging or stepping on sharp metal objects, broken glass, insecticides, oils and petrol, thinners, etc., as these can destroy natural leather soles.
  - For shoes with leather soles and stitching applied to the sole, Diane Marie cannot be held responsible for defects resulting from imperfections in the roads, pavements or terrain on which the shoes were worn.
  - Please use a shoehorn to avoid damaging the shoes around the heel.
  - Since the leather lining of the footwear has not been excessively chemically treated to fix the pigment (in order to protect your skin), there is a risk of color transfer. We recommend wearing matching or dark-colored socks.
  - To care for the interior, clean with a soft, damp cloth and avoid products containing acetone, acids, alcohol or any other substances that have not been tested and recommended by Diane Marie for this type of leather.
  - Leather-covered heels are more delicate during wear and may be damaged when driving, stepping on drain grates, broken glass or soft bitumen on pavements in warm weather.

Warning! In the specific case of footwear, discomfort, injuries or foot deformities, and damage to footwear resulting from wearing footwear of an unsuitable size or shape, as well as incorrect use or care, are the sole responsibility of the consumer and void the warranty. Excessive or abnormal use, improper care or lack of care, negligence, and improper use result in loss of warranty.