Return Policy

1. Right of withdrawal

If you are a consumer (natural person), you have the right to withdraw from this distance contract, without giving any reason, within 14 calendar days, under Romanian Government Emergency Ordinance (OUG) 34/2014 on consumer rights, as amended, which transposes Directive 2011/83/EU.

The withdrawal period starts on the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the products. If the products in one order are delivered in several parcels, the period starts when you receive the last parcel.

To meet the withdrawal deadline, it is sufficient to send us your notice of withdrawal before the 14-day period has expired.

2. How to withdraw

• Online, using the withdrawal form: Withdraw from contract here. Your name, e-mail address and order number are enough. Right after sending it you receive an acknowledgement of receipt by e-mail, with the date and time it was registered.
• From your account: on the order page (My Account → Order History) use the “Withdraw from contract here” button. The order details are filled in automatically.
• By e-mail to [email protected], using the model withdrawal form at the end of this page or any other clear statement of your decision to withdraw.

3. Returning the products

Please send the products back within 14 days of the day you told us about your withdrawal, to:

S.C. ODESCO-SNACK S.R.L., Str. Bistriței nr. 61, Piatra-Neamț, Neamț County, 610071, Romania
Telephone: +40 757 089 442

• Send the parcel by courier, without cash on delivery. Parcels sent cash on delivery cannot be accepted.
• You bear the direct cost of returning the products.
• Please pack the products so that they are not damaged in transit and include the accessories, documents and any gifts received with them.

4. Refund

• We refund all payments received from you, including the standard delivery cost, within 14 days of the day we were informed of your decision to withdraw. If you chose a delivery method more expensive than the standard delivery we offer, the difference is not refunded.
• We refund you using the same means of payment you used for the order. For orders paid cash on delivery, we refund you by bank transfer to the IBAN you provide.
• You will not incur any fees as a result of the refund.
• We may withhold the refund until we have received the products back or you have supplied proof of having sent them, whichever is earlier.

5. Condition of returned products

You may handle the products as you would in a shop, to establish their nature, characteristics and functioning. You are only liable for any diminished value of the products resulting from handling beyond what is necessary for this, for example a replica used in play or consumables that have been used. In that case we may reduce the refund in proportion to the diminished value.

6. Exceptions to the right of withdrawal

Under Article 16 of OUG 34/2014, the right of withdrawal does not apply, among others, to:

• products made to your specifications or clearly personalised;
• sealed products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
• products which, after delivery, are inseparably mixed with other items;
• sealed audio or video recordings or sealed computer software which were unsealed after delivery.

The right of withdrawal applies to consumers only; it does not apply to products bought by legal entities.

7. Defective or non-conforming products

Withdrawal from the contract is different from complaints about defective products, products damaged in transit or wrong items. These are covered by the legal guarantee of conformity. See the Service & Warranty page or write to us through the contact page.

8. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

— To S.C. ODESCO-SNACK S.R.L., Str. Bistriței nr. 61, Piatra-Neamț, Neamț County, 610071, Romania, e-mail: [email protected]:
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): ...............................
— Ordered on (*)/received on (*): ...............................
— Order number: ...............................
— Name of consumer(s): ...............................
— Address of consumer(s): ...............................
— Signature of consumer(s) (only if this form is notified on paper): ...............................
— Date: ...............................

(*) Delete as appropriate.

Company details

S.C. ODESCO-SNACK S.R.L. · VAT RO 7518124 · Trade Register J1995000584274
Registered office: Bd. Decebal nr. 92, bl. G6, ap. 10, Piatra-Neamț, 610052, Romania
E-mail: [email protected] · Telephone: +40 757 089 442, +40 757 108 877, +40 747 296 603