Commercial Policies
We hereby inform you of the provisions of OUG 34/2014 regarding the return of products and the reimbursement of their value:
ARTICLE 14 Consumer obligations in case of withdrawal
(1) Except when the professional offers to collect the products themselves, the consumer must return the products or hand them over to the professional or to a person authorized by the professional to receive the products, without undue delay and within a maximum of 14 days from the date they communicated their decision to withdraw from the contract in accordance with Article 11. The deadline is met if the products are sent back by the consumer before the expiration of the 14-day period. Products can only be returned via courier to the merchant's address.
(2) The consumer bears only the direct costs related to the transportation of the products, unless the professional agrees to cover those costs. In the case of off-premises contracts, where products were delivered to the consumer’s home at the time of the contract’s conclusion, the professional must collect the products at their own expense if the products, by their nature, cannot be normally returned via courier.
(3) The consumer is only responsible for any decrease in the value of the products resulting from handling them in a way other than what is necessary to determine their nature, characteristics, and functioning. The decrease in the value of the products should not discourage the consumer from exercising their right of withdrawal. Regardless of the situation, the consumer is not responsible for any decrease in the value of the products if the professional failed to inform them about the right of withdrawal in accordance with Article 6(1)(h).
(4) The professional must be able to prove the decrease in the value of the products that results from handling them in a manner other than what is necessary to determine their nature, characteristics, and functioning.
(5) Except as provided in Article 13(3) and this article, exercising the right of withdrawal does not incur liability for the consumer.
ARTICLE 16 Exceptions to the right of withdrawal
e) The supply of sealed products which cannot be returned for health protection or hygiene reasons and which have been unsealed by the consumer.
You can read the full OUG 34/2014 HERE.
If you need more information that is not covered above, you can contact us using the contact form.
In accordance with OUG 34/2014, any customer has the right to return the purchased product without penalty and without providing a reason, within 14 calendar days from the receipt of the package.
According to OUG 34/2014, food and cosmetic products are those that are likely to deteriorate or expire quickly and are exempt from the right of withdrawal.
Products for which returns are not accepted:
- Unsealed products.
- Food products that easily deteriorate, have a short shelf life, and are sensitive to temperature, humidity, etc. (e.g., royal jelly) for which we cannot guarantee proper storage once the package is opened until the return period expires.
Return Procedure:
STEP 1
Return must be announced in advance by phone, email or via Return Form.
STEP 2
A Casa Vaida operator will take over the request and assess the reason for the return.
STEP 3
The customer sends the package at their own expense and hands it over to the courier along with all the documents initially received.
STEP 4
The transport fees related to the return will be deducted from the initial payment, and the remaining amount will be refunded within 14 days from the date the consumer's withdrawal decision is communicated.
For orders paid by card, the refund will be made to the same card used for the transaction within 14 days from the date the withdrawal decision is communicated.
Other Observations:
- Returns are accepted only within 14 days from the receipt of the package.
- The package must include all documents initially received, as well as a written, signed address from the person who placed and paid for the order, notifying the contract withdrawal and requesting the refund, indicating the bank account and bank details where the money will be returned.
Returned Package without Prior Notification:
If the return procedure is not followed, and the customer sends the package back without prior notification, we reserve the right to refuse the return.
If a package sent by Casa Vaida is not accepted by the recipient without any reason provided and without prior notification by any means of contact (phone, email, chat support, etc.), the following measures will be taken:
- The only payment method that will remain active for future orders will be online card payment.
- Casa Vaida will always try to resolve any complaints amicably, through mutual understanding between both parties. For this purpose, we ask you to contact us through the contact form. If an amicable resolution is not possible, Romanian legal provisions will apply.