Legal guarantee of conformity
Your rights for 2 years if a product arrived damaged, wrong or not as described on the label.
1. What the legal guarantee is
For every product bought from us, we are liable for any lack of conformity that existed at delivery and becomes apparent within 2 years of delivery (OUG 140/2021). The legal guarantee is free and applies by law, with no extra document.
In the first year after delivery, a lack of conformity is presumed to have existed at delivery: you do not have to prove it.
2. What it covers
Our products are consumables with a shelf life: the date on the pack tells you until when to use them, and the guarantee covers their condition at delivery.
The guarantee does not cover normal expiry after delivery, use other than as the label says, or storage contrary to the label. It covers any problem that existed at delivery, for example:
- You received a different product or variant from the one you ordered.
- The product arrived damaged.
- The seal was broken on arrival.
- The content does not match the label or the batch's lab report.
- The product had expired on delivery.
3. How to make a claim
Write to us at contact@exemplu.ro as soon as you notice the problem. We answer quickly and tell you what happens next; if the product has to come back, the shop pays the shipping.
In the e-mail, send:
- Your order number.
- A photo of the product and its packaging.
- The batch number from the label.
4. What you can ask for
You can ask for the product to be replaced or, where possible, repaired, free of charge, within a reasonable time of no more than 15 calendar days from when you told us about the problem (OUG 140/2021). The shop bears all costs, including shipping.
If replacement or repair is not possible, is not done in time or the problem remains, you can ask for a proportionate price reduction or for the contract to be terminated, which means your money back.
5. Commercial guarantee
The shop gives no commercial guarantee on top of the legal one unless the product page says otherwise; its terms are then written there. A commercial guarantee never replaces or reduces the legal guarantee.
6. If we cannot agree
We try to settle every claim directly with you. If we cannot, you can turn to ANPC, the Romanian consumer protection authority, or use alternative dispute resolution (SAL) at reclamatiisal.anpc.ro (OG 38/2015). You can also go to court.
Romanian law applies; your consumer rights are not limited.