Return Policy

 

At SuplimenteOriginale.ro, your satisfaction is our priority. Therefore, we offer a satisfaction guarantee for every product we sell. If you are not completely satisfied with your order, you have the option to return products under the terms and conditions outlined below.

🕜 Legal Right of Withdrawal

According to Emergency Ordinance No. 34/2014, consumers have the legal right to withdraw from distance contracts without stating reasons, within 14 calendar days from receiving the product.

Returns are made without penalties, and the only costs borne by the customer are direct return costs (outbound/return).

⚠️ Refusing delivery without prior notification is not legally equivalent to formal exercise of the right of withdrawal and may incur non-recoverable logistics costs (detailed below).

❗ Exceptions to the Right of Return

According to Article 16 lit. e of Directive 2011/83/EU (transposed through Emergency Ordinance 34/2014), returns are not accepted for the following types of products:

• Products unsealed after delivery;

• Products that come into direct contact with skin or mucous membranes;

• Products that may be considered risky from a hygiene or health protection standpoint.

These products cannot be returned regardless of their condition.

📦 General Conditions for Returns

For returns to be accepted and refunds to be complete:

• Products must be in original condition, unused, undamaged and sealed;

• Returns must be initiated through explicit notification within 14 days of receiving the package;

• Cash on delivery packages are not accepted;

• Transportation costs (outbound and return) are not refundable, as these are services performed by partner courier companies and are charged even if the customer refuses the package.

🚫 Undelivered Products / Delivery Refusal / Not Collected

In cases where the package is returned by the courier due to reasons such as:

• Order was refused upon delivery;

• Was not picked up from the courier depot;

• Could not be delivered due to customer fault;

the following actual and documentable costs will be retained:

• Outbound shipping cost: 19.90 lei

• Return shipping cost: 19.90 lei

• Order packaging cost: 5.00 lei

• Unpacking and return verification cost: 5.00 lei

Total retained: 49.80 lei

📄 These costs are justified by logistics services performed and comply with Article 14, paragraph 2 of Emergency Ordinance 34/2014, which allows merchants to retain direct costs in case of return/refusal, if these have been communicated in advance – as is the case with this document.

Note: The shipping cost displayed to the customer on the website (14.90 lei) is subsidized. The difference from the actual cost is covered by us only for fulfilled orders. In case of refusal or return, the customer bears the full value of delivery and processing costs, including the subsidy difference.

🛠️ Incorrectly Delivered or Damaged Products

If you received:

• An incorrect product,

• An incomplete order,

• A product damaged during transport,

please contact us within maximum 48 hours of receipt by phone or email. We assume full responsibility and will replace/solve the problem at no cost to you.

📝 Return Procedure

1. Phone contact for return registration
   For official return registration, call 0376.448.690. Our operator will process the request and provide details about package pickup.

2. Product packaging
   Pack products in original packaging or protective packaging so they won't be damaged during transport.

3. Completing the online return form
   After handing over the package, complete the online form available at:
   👉 www.suplimenteoriginale.ro/formular-retur-produse

4. Package receipt and verification
   After receiving the package and verifying returned products, we will process the refund.

5. Refund timeframe
   The refundable amount is returned within maximum 14 working days, according to law.

💸 Refund Methods

• For online payments: the amount is automatically returned to the account used for payment;

• For cash on delivery payments: please send us a bank account (IBAN + SWIFT/BIC) for wire transfer.

✅ Customer Agreement to Terms and Conditions

By completing an order on SuplimenteOriginale.ro, the customer confirms that they have read, understood and accepted the Terms and Conditions, including the Return Policy visibly displayed on the site. Without explicitly checking this agreement, the order cannot be registered, according to the site's technical mechanism.

📞 Contact

For any additional questions regarding returns or delivery:

• 📧 Email: [email protected]

• 📞 Phone: 0376.448.690