Returns and complaints
1. Your right to withdraw — consumers
If you bought as a consumer, you may withdraw from the contract within 14 days without giving any reason. The period runs from the day you, or a person you designate, take physical possession of the goods; where an order is delivered in several parcels, from the day the last one arrives.
To withdraw, tell us clearly before the 14 days expire. The simplest way is from your account, under Returns and complaints, where the request is registered and tracked. You can also write to sales@deltamed.ro. Using the standard withdrawal form set out in Romanian consumer legislation is possible but not required.
2. Sending the goods back
Send the goods back within 14 days of telling us that you withdraw, to Deltamed S.R.L., Str. Muncii 33–37, Gilău, RO-407310, Cluj County, Romania. Return them complete, with the packaging and any accessories. You may examine a model as you would in a shop; you are liable for any diminished value resulting from handling beyond that.
You bear the direct cost of returning the goods.
3. Refunds
We refund everything you paid, including the standard delivery cost of the original order, within 14 days of being informed of your withdrawal. If you chose a more expensive delivery method than our standard one, we refund the standard cost. We may withhold the refund until we receive the goods back or you provide proof that you sent them.
We refund using the same means of payment you used, unless you expressly agree otherwise: a card payment is refunded to the card it was made with. Where a refund to the original means of payment is not possible, or where you expressly ask us to, we transfer the amount to the bank account you indicate — which is why the return form asks for the account holder’s name and IBAN. Refunds cost you nothing.
Points earned on a refunded order are withdrawn, and points redeemed on it are returned to your balance, in proportion to the amount refunded.
4. When the right of withdrawal does not apply
The right of withdrawal does not apply to goods made to your specifications or clearly personalised. It applies in full to the standard models sold in this shop.
5. Faulty, damaged or incorrect goods
Separately from the right of withdrawal, and for two years from delivery, you are entitled to goods that conform to the contract. If a product is faulty, damaged in transit, incomplete or different from what you ordered, tell us and we will put it right: you can ask for repair or replacement and, where that is impossible, disproportionate or not carried out within a reasonable time, for a price reduction or for the contract to be terminated with a full refund.
Open the parcel as soon as it arrives. If the packaging is visibly damaged, note it with the courier and photograph it before unpacking — it makes the claim considerably simpler. Register the claim from your account, attaching the photographs and the invoice.
6. How a request is handled
Every request receives a reference number and a status you can follow in your account. We acknowledge it immediately by e-mail and answer it within five working days. You are notified by e-mail at each change of status, and the full history stays in your account.
7. Business customers
The right of withdrawal described above is a consumer right and does not apply to purchases made by a company. Claims about faulty or incorrect goods are handled on the same terms as for consumers.
8. If we cannot agree
Consumers resident in Romania may address the National Authority for Consumer Protection, including its alternative dispute resolution scheme: anpc.ro/ce-este-sal. Consumers resident elsewhere in the European Union can find the competent body in their own country through the European Consumer Centre network.