Returns and the right of withdrawal
How to withdraw from an order within 14 days without giving a reason, which products cannot be returned and when you get your money back.
1. The 14-day period
You have 14 calendar days to withdraw from the contract without giving any reason (OUG 34/2014, art. 9). The period starts on the day you, or someone you name other than the courier, receive the products; if an order comes in several parcels, from the day you receive the last one.
Your withdrawal is in time if you send us your statement before the 14 days are over.
2. How to withdraw
Use any one of the three ways; they all have the same effect.
- The online button Withdraw from contract here: two steps, and the confirmation arrives by e-mail at once.
- The standard withdrawal form below, filled in and sent to contact@exemplu.ro or by post to Str. Exemplu 1, București.
- Any clear statement sent to contact@exemplu.ro: your name, the order number and that you withdraw from the contract.
3. The online withdrawal button
The button is below and stays available for the whole 14 days. It has two steps.
Step 1: enter your name, the order number and the e-mail address used for the order. Step 2: press “Confirm withdrawal”.
You immediately receive a confirmation by e-mail with the content of your statement and the date and time we received it. Keep the e-mail: it shows you withdrew in time.
4. The standard withdrawal form
If you prefer the form, copy the text below, fill it in and send it to contact@exemplu.ro or by post (Annex to OUG 34/2014, part B). You do not have to use it.
To SC Exemplu Cânepă SRL, Str. Exemplu 1, București, contact@exemplu.ro
I hereby give notice that I withdraw from my contract of sale of the following products: …
Ordered on: … / received on: …
Name of consumer: …
Address of consumer: …
Signature (only if the form is on paper): …
Date: …
5. Sending the products back
Send the products back within 14 days of the day you told us you are withdrawing, to Str. Exemplu 1, București, unless we have given you another address. The deadline is met if you hand them to the courier before the 14 days are over (OUG 34/2014, art. 14).
You pay the cost of the return shipping. Pack the products well, ideally in their box, with bottles upright and padded so they cannot break or leak; put the order number in the parcel.
You are only liable for loss of value caused by handling the products more than needed to check them.
6. When you get your money back
We refund everything you paid, including delivery up to the cost of the cheapest standard delivery we offer, within 14 days of the day you told us you are withdrawing (OUG 34/2014, art. 13). If you chose a more expensive delivery than the standard one, the difference is not refunded.
We may hold the refund until we receive the products back or you send us proof that you have shipped them, whichever comes first.
The money comes back by the same payment method you used, unless we agree otherwise, at no cost to you. If you paid cash on delivery, we send it by bank transfer to the account you give us.
7. What cannot be returned
Unopened products with the seal intact can be returned like any others. The only exceptions are these (OUG 34/2014, art. 16):
- Sealed products unsealed after delivery that cannot be returned for health protection or hygiene reasons: oils, capsules, cosmetics and liquids in the factory seal (letter e).
- Goods that deteriorate quickly — only those that are truly perishable, such as some edibles (letter d).
- Goods that, after delivery, have been inseparably mixed with other items (letter f).
8. Damaged or wrong product
If the product arrived damaged, with a broken seal or is not the one you ordered, you do not need to withdraw: it is a claim under the legal guarantee of conformity, and the shop pays the shipping.
Write to us at contact@exemplu.ro with your order number and a photo, and we will tell you what happens next.