Return policy

1. Who sells and where the products go

The products are sold by:

Send or bring the returned products to [registered office].

2. Who can return, and until when

If you bought for yourself, not for your business or profession, you can return any product within 14 days, without saying why, except those in section 7. You get your money back and pay nothing beyond what is written below. The law calls this “the right to withdraw from the contract” (Romanian GEO 34/2014, Article 9).

• The 14 days are calendar days, weekends included, counted from the day after you, or someone you choose (not the courier), receive the parcel. If an order comes in several parcels, they are counted from the last one.
• Telling us within these 14 days is enough. You send the products afterwards, within 14 more days (section 4).
• If the last day is a Saturday, a Sunday or a public holiday, the deadline moves to the next working day.
• You can return just part of the order. You choose which products and how many pieces of each.
• You can ask for the return before the parcel arrives, too.

If you bought for your business, the law does not give you this right. Write to us and we will see together what we can do.

3. How to ask for a return

Online, from your account. It is the easiest:

1. Go to My orders and open the order.
2. Press “Return the products”. Under it, it says “withdraw from contract here”, as the law requires.
3. Choose the products and how many pieces you return. If you like, enter the account you want the money in; you can also add it later, on the return's page.
4. Press “Confirm withdrawal” (“Confirmați retragerea” on the Romanian page). With this button, also named as the law requires, you send the return request.

We e-mail you a copy of the request at once, with the date and time you sent it.

By e-mail or by post. Write to us at hello@marketimpex.ro or to [registered office] that you are returning the products, from which order (its number is in the confirmation e-mail) and which account you want the money in. You may use the form in section 11, but you don't have to: any message that makes clear you are returning the products is enough.

You don't have to tell us why you return. If you want to, it helps us do better.

4. How to send the products

• Send the products within 14 days of your request, to [registered office], or bring them to the same address. The deadline is met if you hand them to the courier before the 14 days are over.
• You pay for sending them back (Romanian GEO 34/2014, Article 14(2)). You choose the courier company.
• Put in the parcel everything that came with the product: its accessories, its documents (the manual, the guarantee certificate) and any gifts that came with it.
• Pack the products well, so they are not damaged on the way. The original packaging is not required; if you have it, use it.
• Keep the proof of sending, such as the tracking number. With it we can pay you back before the parcel reaches us.

5. The condition of the products

You may open the parcel and try the products as you would in a shop, to see what they look like, their qualities and how they work. For example, you may try on a coat but not wear it outside; you may switch on an appliance to see how it works, but not actually use it.

If you used a product more than that (for example, it is worn, dirty or scratched), we still give you your money back, but we may take off it the value the product lost (Romanian GEO 34/2014, Article 14(3)). We take off only a loss we can prove, and never so much that it would discourage you from returning. We e-mail you how much we took off and why.

We do not refuse a return because a product was opened, unsealed or tried, except for the products in section 7.

6. How and when you get your money

• We pay back the money for the returned products within 14 days of the day we received your request (Romanian GEO 34/2014, Article 13).
• We may wait to pay until we have the products or you show us proof that you sent them, whichever comes first.
• If you return the whole order, we also pay back the standard delivery. If you chose a dearer delivery than the cheapest standard delivery we offer, we do not pay back the difference.
• Because you paid cash on delivery, we send you the money by bank transfer, into the account you give us. By giving it to us, you agree to this way. You pay no fee.
• If you have not given us an account yet, we ask you for it before we send the money. You can add it at any time on the return's page.

7. Products that cannot be returned

For a few kinds of products, the law gives no right of return (Romanian GEO 34/2014, Article 16):

• products made to your instructions or personalised for you, for example a phone case with your name or furniture made to measure;
• products that spoil or expire quickly, for example flowers or fresh food;
• products sealed for hygiene or health reasons, if you unsealed them after delivery, for example cosmetics or contact lenses;
• products that, after delivery, were mixed with other things and can no longer be separated, for example oil already poured into an engine;
• sealed audio or video recordings and computer software, if you unsealed them after delivery, for example a CD, a DVD or a game;
• newspapers, magazines and other periodicals, except subscriptions.

When a product is one of these, we say so on its page, before you buy it.

8. When we may refuse a return

We refuse a return only if:

• the product is one of those in section 7 and its page said so;
• the products we get back are not the ones ordered;
• you bought for your business, not for yourself (section 2).

We e-mail you why. If you disagree, reply to us; you also have the ways in section 10.

9. If the product is faulty

If a product does not work or is not as we described it, you can choose:

• The legal guarantee, of at least 2 years from delivery (Romanian GEO 140/2021). Tell us, and we repair or replace the product free of charge within 15 days, paying for the transport. If that is not possible, we give you your money back or a price reduction. The details are in the terms and conditions.
• A return, within the 14 days, as for any product, under the rules on this page.

10. If we cannot agree

Write to us at hello@marketimpex.ro or call us at [phone]. You can also turn to Romania's National Authority for Consumer Protection (ANPC), at www.anpc.ro, including its free alternative dispute resolution procedure at reclamatiisal.anpc.ro, or to the courts.

11. The text the law requires and the return form

The law requires us to give you the text below as well, from the annex to Romanian GEO 34/2014 (part A, as in Directive 2011/83/EU, Annex I), completed for this shop, and the model form (part B). It says the same as the rest of this page, in the law's words: “withdrawal from the contract” is the return.

12. Changes

When we change this policy, we update the date at the top. An order follows the policy in force on the day it was placed.