1.1 General conditions:
According to the legislation in force (GEO 34/2014 supplemented by Law 51/2003 on the legal regime of distance contracts – art. 12, point a) and Directive 97/7/EC of the European Parliament and of the Council of 20.05.1997 on the protection of consumers in respect of distance contracts – art. 3, point (2), first paragraph) contracts for the supply of food, beverages or other consumer goods supplied to the consumer's home, residence or place of work by established distributors cannot be terminated unilaterally. From the moment the order is placed and it contains custom-made products (especially edible pictures or decorations), these products can no longer be returned and the refusal to receive these products will not lead to the return of the amount of money to the account.
Also, in accordance with OUG34/2014 with subsequent amendments and completions, for non-food products the consumer benefits from a return request period of 14 calendar days valid from the date he took possession of the product ordered online and delivered via a courier approved by the supplier.
The consumer is obliged to personally receive the parcel with the ordered products, and in case the parcel is damaged, to ask the courier to draw up a report of the damaged parcel on the spot. The damaged parcel will NOT be opened to check the products. The consumer may in this case, without opening the parcel, refuse to receive it. Subsequent complaints or returns of products for which, upon receipt of the parcel with visible signs of external damage, a report of "damaged parcel" was not drawn up, an option offered by the courier, are not accepted.
The provisions of GEO 34/2014 apply only to the consumer defined as any natural person or group of natural persons established in associations as defined in art. 2 point 2 of GEO 21/1992 on consumer protection, republished, with subsequent amendments and completions.
In accordance with OUG34/2014, the Consumer who wishes to exercise his right of withdrawal and return must consider the following aspects:
• The returned product must be in the same condition in which it was delivered (in the original packaging with all accessories, with intact labels and accompanying documents).
• Return costs will be fully borne by the consumer, and the refund of the product value will be made within 14 calendar days of receipt of the product that was the subject of the sale.
Products shipped via courier must be MANDATORY returned with the "Open package upon delivery" option to allow the supplier to verify the content and physical appearance of the returned product. If the returned products do not benefit from this option, Naty Shop reserves the right to refuse their reception .
Sending an improperly packaged product, which leads to its damage during transport, incurs the full liability of the sender, in this case the consumer.
The Supplier checks the physical and functional appearance of the returned products within 14 days from the date of purchase and will inform the Consumer about their condition.
1.2. Return request:
We recommend that you send us a message to contact@natyshop.com containing identifying data such as the order number and/or date of placement, express courier tracking number, your first and last name and/or delivery or billing address. Any of these data can help us identify the order as quickly as possible and the return procedure can thus be carried out much faster.
You must specify to us the products you wish to return and the reason why you wish to return these products.
CAREFUL!
Personalized products cannot be returned: wafers, icing sheets, chocolate transfer sheets. All these products are made to order, even those that are presented with an image on the store. We can only exchange the products for new ones if there is a proven fault in the delivery process (package arrived damaged, products damaged or completely destroyed).
Please send us the details for the refund: IBAN, beneficiary, beneficiary's bank. You can also opt to use the money for subsequent orders, in which case please specify this!
The consumer will be notified by the courier who will come to pick up the products and return them to our warehouse. The return costs will be borne by us.
The main condition, in order to be eligible for a return, is that it must be done within 14 calendar days from the date you received the package. So: maximum 2 weeks after you received the package, not from when we shipped it or when your relative or neighbor brought it to you (there are cases in which packages are picked up by third parties because the recipient is not at home).
If you would like more details, you can contact us by email at contact@natyshop.com or via WhatsApp at +40 756 037 237
1.3. Conditions regarding the condition of the product for which a return is requested:
• be with the specific identification labels and intact packaging.
• be accompanied by all the accessories it was delivered with, including the user manual and warranty certificate, if applicable.
• not to present any physical or functional damage.
• not to present missing elements or subassemblies.
• have no traces of use or installation (food scraps, dust, stains, scratches, cut pipes, modifications, etc.).
If the returned product was accompanied by promotional materials or gifts, these will also be returned in the same physical, functional and packaging conditions as they were received.
If the returned product does not meet the mentioned return conditions, the supplier reserves the right (in accordance with OUG134/2014) to withhold from the value of the product the amounts necessary to recondition it to bring it to the initial condition when it was received by the Consumer.
1.4. Situations in which products purchased online cannot be returned:
Products in one or more of the following situations cannot be returned:
• Food and similar products, due to the risk of spoilage.
• Products ordered online but picked up directly from the warehouse.
• Products purchased by legal entities.
• Products brought on "special order" ( SPECIAL ORDER is defined as the list of products ordered by the Consumer and which are not in the Supplier's usual stock but which can be delivered based on a firm order and payment of an advance, on terms agreed upon by the parties).
• Products with damaged or missing product or packaging identification labels.
• Products that show signs of use or installation (food residue, dust, stains, scratches, cut pipes, modifications, etc.).
1.5. General conditions regarding the return of money to the Consumer:
The refund is made only if the product has been paid for by the Consumer and returned to the Supplier within the terms specified by law (OUG34/2014 with all subsequent amendments).
The refund can be made by bank transfer to the account or directly to the card with which the payment was made.
For canceled orders or products returned within the first 14 calendar days of purchase (to the extent that the products fall within the category of those accepted for return), the refund period is 14 calendar days from the date the Supplier received the returned product. In exceptional cases, this may be extended up to 30 calendar days, depending on the bank, the process being automatic.