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Returns
1. Right of withdrawal
Under Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with traders, a consumer may withdraw from a distance contract within 14 calendar days of receiving the products, without giving any reason and without penalty. The only costs borne by the consumer are the direct costs of returning the products.
The right of withdrawal applies to consumers: natural persons acting outside their trade, business or profession. Professional customers (companies, sole traders, authorised natural persons etc.) do not have a statutory right of withdrawal; any returns by professional customers are accepted only with the prior written consent of eee-store.
2. How to return a product
- Within 14 days of receiving the parcel, notify us of your decision to withdraw by an unequivocal statement: by e-mail to contact@eee-store.ro, by telephone on +40 748 202 999 (Monday to Friday, 9:00–18:00 Romanian time) or using the withdrawal form. Use of the form is not mandatory.
- We confirm the registration of your request and send you the address to which the products are to be shipped, together with packaging instructions. Please do not ship the products before receiving the address.
- Ship the products within 14 days of notifying us of your decision to withdraw, at your own expense, using the courier service of your choice, with no cash on delivery and no declared value. Keep proof of dispatch.
3. Condition of returned products
The products must be complete, with all accessories, consumables, documentation and labels, undamaged and, as far as possible, in their original packaging. You may handle the product only as much as necessary to establish its nature, characteristics and functioning, as you would in a physical shop. You are liable only for any diminished value of the product resulting from handling it in any other way, for example fitting it into an installation, connecting it to a power supply or actually using it.
The right of withdrawal does not apply to products made or configured to the customer's express specifications, or to sealed products which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery.
4. Refund
We refund the price of the returned products, including the cost of the initial delivery (except for any additional costs resulting from your choice of a delivery method other than the standard one), within 14 days of the date on which we were informed of your decision to withdraw. We may withhold the refund until we have received the products back or until you have provided proof of their dispatch, whichever is earlier.
The refund is made using the same means of payment used for the order: to the card used for payment, or to the bank account from which the transfer was made; for cash on delivery, to the bank account you indicate to us. We do not charge any fees for the refund. A different method is used only if you have expressly agreed to it.
If the returned product shows a diminished value resulting from handling beyond what was necessary (traces of fitting or use, damage, missing accessories or components), we may deduct from the refund an amount corresponding to that diminished value, which we communicate and justify to you. The product remains returned, and the balance is refunded.
5. Return or warranty?
The right of withdrawal concerns conforming products that you simply no longer need. If the product you received is defective, damaged or does not match your order, this is not a return but a warranty claim or a delivery complaint. Write to us at contact@eee-store.ro with the invoice number, a description of the problem and, if possible, photographs; if the defect is confirmed, shipping is borne by eee-store (see Terms and Conditions, chapter 6). Claims regarding the contents of the parcel (missing products, quantities, wrong products) must be sent within 5 days of delivery.
6. Questions
If you have any questions about returns, write to us at contact@eee-store.ro or call +40 748 202 999, Monday to Friday between 9:00 and 18:00 (Romanian time). We will reply as soon as possible.
