Return Policy

Legal Framework

According to Emergency Ordinance No. 34/2014 dated 04.06.2014 on consumer rights in contracts concluded with professionals, as well as for the amendment and completion of certain normative acts, the Consumer has the right to withdraw from the present contract, without having to justify the decision to withdraw and without incurring any costs other than those provided for in Art. 13 para. (3) and Art. 14, within 14 working days from the physical receipt of the purchased product.

General Framework

Products purchased by the Consumer may be returned, in their original packaging and in the same condition as received, within 14 working days from receipt, without penalties and without stating a reason.

According to applicable legislation, the Consumer is required to notify the Supplier of the intention to return the product using the form found on the "Product Return Form" page. The product must be returned along with all documents and manuals received.

Right of Withdrawal – Before Order Delivery

To place an order, the Consumer is required to read and unconditionally accept these cancellation terms, which are part of the legal framework provided by the ANPC as well as by the European Union regarding the right to withdraw from a distance contract for the purchase of goods and/or services.
From Monday to Friday, the Supplier hands over orders by 3:30 PM to the available courier company that day, so all orders placed before this time can be canceled by the Consumer at no additional cost.

The Consumer has the right to receive information about the products sold, beyond what is already stated on the product page, and this information will be offered prior to the handover of the order to the courier company.

For orders paid by card, the amount will be refunded to the same card used for the transaction, within 3–30 days from the order cancellation.

Right of Withdrawal – After Receiving the Order

The Consumer has the right, according to E.O. 34/2014, to request the return of a product within a maximum of 14 days from the invoice date and the product’s receipt, without any explanation. The Supplier reserves the right to request information from the Consumer regarding the reason for return, in order to improve the products offered on its platform, especially in the event of manufacturing defects not already specified on the product page.

The Consumer is required to complete an electronic form with all the data explicitly requested in that form.

The Consumer is obliged to return the purchased item in its original packaging, with user manuals where applicable, and along with all supporting documents of the purchase.

For orders paid by card, the amount will be refunded to the same card used for the transaction, within 3–30 days from the acceptance of the return.

All email communications will be kept to ensure the best services for customers whose products may have issues and also for resolving complaints or petitions submitted to ANPC.

Procedural Framework

Within a maximum of 48 working hours from the return notification, the Consumer will receive an email regarding the request, containing the details of the product return process.

The product must be returned in the condition in which it was received, in complete original packaging, with all tags intact, together with the invoice and/or the warranty certificate, in original or copy.
Failure to provide the documents may result in delays in the refund or even refusal of the return.

If the return is accepted, the Consumer can choose to replace the initial product with an identical item (if the first was defective) or to receive a full refund. In this case, the Consumer must provide an IBAN code and account holder name (for legal entities, only the IBAN of the company invoiced will be accepted).
For card payments, the refund will be made to the same card used for the transaction, within 3–30 days from return acceptance.

The product must be shipped to the Supplier’s headquarters via express courier service only (NOT via Romanian Post) to the address provided by the Supplier in the email containing the return process details.
Any additional cost for parcel delivery will be borne by the Consumer.
Cash-on-delivery returns will NOT be accepted, as the refund will be made ONLY via bank transfer to the account specified in the return form.

The value of returned products will be refunded to the bank account specified by the Consumer in the form, within a maximum of 14 calendar days from the date the parcel containing the returned product is received.
According to E.O. 34/2014, Art. 14, para. 2, OR, for card payments, the refund will be made to the same card used, within 3–30 days from the acceptance of the return.

The Consumer is responsible for the return shipping costs.

Also, please make sure that the products you wish to return meet the following conditions:

Products have the seal and labels intact
They are not damaged
They show no signs of use or wear

Legal information

Dualitae

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