RETURN POLICY 

1.1.1 General Provisions

  1. The Client/User has the right to withdraw from the Distance Contract, without specifying the reasons and without incurring any kind of expenses, other than those provided by law. In order to exercise the right of withdrawal within the term stipulated by the Incidental Legislation, the Client/User must inform the Seller about the right to withdraw using an unequivocal statement, which can be sent directly to the Account or by post using the Contact details and by e- mail to the address: displayed at the top of the site.
  2. The customer can also use the sample withdrawal form, but this is not mandatory. The form can be filled out and sent electronically directly on our website or you can send it via the Romanian Post or scan and send it to the e-mail address: displayed at the top of the website.
  3. The withdrawal period from the Distance Contract is 14 days and starts from the date on which the Product was picked up by the Customer/User or by a third party designated by him, other than the Courier, and in the case of a Distance Contract that includes several Products that are delivered separately, in lots or parts, since taking possession of the last Product lot or part.
  4. The Seller has the obligation to notify the Customer/User of the confirmation of receipt of the withdrawal, and within no more than 14 calendar days from the receipt from the Customer/User of the declaration of termination of the Distance Contract, will return to him, in principle, all payments carried out by him, (with the exception of the additional costs resulting from the delivery method chosen by the Customer/User, other than the standard one, available in the online store, respectively with the equivalent of the transport price, if the return is made for reasons not attributable to the seller). In the event that the Order contains several Products, but the Customer/User returns only one, the online store will not reimburse him for the delivery cost.
  5. The Customer/User is responsible for any diminution in the value of the Products, as a consequence of handling them in a way other than that necessary to become familiar with the nature, properties and functionality of the Product. For clarity, the Seller will withhold an amount of money representing the decrease in the value of the Product, which varies between 10% and 60% of the initial value of the Product.
  6. The Seller will return the Price using the same payment method that the Customer/User used, as follows:
  • for Orders paid by bank card, by refund to the account from which the payment was made;
  • for Orders paid by cash on delivery, by returning the amount to the bank account sent by the Customer/User, which must be expressed in RON. In the event that the Order is paid with the Revolut card, the refund of the amount in question is made to the respective card account.
  1. The Customer/User has the immediate obligation, but not later than 14 calendar days from the date on which he informed the Seller of the withdrawal from the Distance Contract, to return the Product to the Seller or make it available to the person entitled by the Seller to take it over. To comply with the deadline, it is sufficient to return the Product before its expiration, at the Seller’s Deposit located in Sighisoara, Mihai Viteazu str., no. 96, Mures county, otherwise the Company reserves the right to postpone the refund of the Product’s value until receipt of a evidence that it has been dispatched.
  2. For certain Promotional Campaigns, the Seller reserves the right to establish a different term for the Consumer to exercise the right of withdrawal, but in compliance with the legal minimum term of 14 days provided by the Incidental Legislation, the specific term for exercising the right of withdrawal to be mentioned in each Promotional Campaign regulation, if applicable.

11.1.2 Exceptions to the right of withdrawal from the Distance Contract

For clarity, according to the provisions of art. 16 of the Government’s Emergency Ordinance no. 34/2014 regarding the rights of consumers in contracts concluded with professionals, as well as for the modification and completion of some normative acts, the following are exempted from the right of withdrawal from the distance contract:

  • service contracts, after the full performance of the services, if the execution has begun with the prior express consent of the customer and after he has confirmed that he has become aware of the fact that he will lose his right of withdrawal after the full execution of the contract by the seller;
  • the provision of products and/or services whose price depends on fluctuations in the financial market that the seller cannot control and that may occur during the withdrawal period;
  • providing products made to the specifications presented by the buyer or clearly customized;
  • providing products that are likely to deteriorate or expire quickly;
  • supply of sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the buyer;
  • supply of products which are, after delivery, according to their nature, inseparably mixed with other elements;
  • the supply of alcoholic beverages, the price of which was agreed at the time of the conclusion of the contract, the delivery of which cannot be carried out before 30 (thirty) days and the actual value of which depends on market fluctuations that the Seller cannot control;
  • contracts where the customer has specifically requested the seller to travel to his home to carry out urgent repair or maintenance work. If, on the occasion of such a visit, the seller provides services other than those expressly requested by the buyer or supplies products other than the spare parts indispensable for the execution of maintenance or repair work, the right of withdrawal applies to those additional services or products ;
  • providing sealed audio or video recordings or sealed computer programs that have been unsealed after delivery;
  • the supply of newspapers, periodicals and magazines, except for subscription contracts for the supply of such publications;
  • the provision of digital content that is not delivered on a physical medium, if the provision has begun with the prior express consent of the client and after he has confirmed that he has become aware of the fact that he will lose his right of withdrawal.

1.2 Return Policy

1.2.1 General aspects

The online store offers free returns for Customers/Users who notify their intention to withdraw from the Distance Contract, within the above-mentioned term of 14 calendar days, except for express provisions to the contrary mentioned in the Terms and Conditions (e.g. returning the product for reasons not attributable to the seller).

Orders with delivery on the territory of Romania are eligible for free return, except for the cases mentioned above). Following the request received from the customer, the Company will send the courier to the address indicated by the Customer/User to pick up the return package, without thereby the online store assuming the obligation to recover these products itself.

This Product return policy does not apply to customers/users of legal entities who purchased a Product from the online store, this category being exempt from the application of consumer protection legislation.

1.2.2 Methods and Terms for Returning Products

The Customer/User undertakes to notify the online store of his intention to return the purchased Products, either by e-mail to the address displayed at the top of the site, or through the online returns facility found in the account Customer, within a maximum of 14 calendar days after receiving the Products. Otherwise, the online store may refuse the package.

The necessary information that must be provided to the online store for sending the courier is as follows:

  • date of dispatch of the package;
  • Order number;
  • the amount to be returned;
  • the address from where the Courier is to pick up the return package;
  • bank account details.

Upon receiving the information regarding the return intention of the Customer/User, the online store makes a request to the Courier and sends it to the address indicated by the Customer/User, in order to pick up the package to be returned. The shipping costs of the returned parcel/parcels are not the responsibility of the Customer/User, they will be borne by the online store.

1.2.3 Conditions for returning products

General provisions:

  1. In any situation of returning the Products, they must be in the same condition in which they were sent to the Customer/User, together with all the accessories and documents that accompanied the respective Product (i.e. invoice, useful material, etc.).
  2. The products must be returned in the same condition in which they were received by the Customer/User, i.e. without defects (except for hidden defects and except for defects already previously reported by the Customer/User in the mail).
  3. In accordance with the applicable legal provisions, the online store reserves the right not to accept the return of the following products:
  • susceptible to damage;
  • sealed, which cannot be returned for reasons of health protection or for reasons of hygiene and which have been unsealed by the consumer;
  • which, after delivery, according to their nature, are inseparably mixed with other such elements;
  1. If an Order, in which one or more Gift Products were offered, is returned in full, the Customer/User is obliged to return the Gift Product in its original condition, respectively undamaged and with sealed packaging.

1.2.4 Reimbursement of costs incurred by the Customer/User in connection with the purchase of returned Products

  1. For returns fully accepted by the online store, the Customer/User will be reimbursed, within 14 calendar days from the date on which the online store takes possession of the returned goods, the price of the returned products, as well as the cost of the initially paid/return shipping . The exception is orders made based on a voucher, for which the user will receive another discount code with the same value. If the value of the customer’s order exceeds the value of the voucher, the difference will be returned to the customer.
  2. The amounts in question will be returned as follows:
  • for Orders paid by online card, by refund to the account from which the payment was made;
  • for Orders paid /by cash on delivery/ Bank card, by bank transfer.