Return Policy

1.1 General conditions:

According to the legislation in force (GEO 34/2014, supplemented by Law 51/2003 regarding the legal regime of distance contracts – art. 12, letter 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, para. (2), first paragraph), contracts for the supply of food products, beverages or other everyday consumer goods delivered to the consumer’s home, residence or workplace by established distributors cannot be unilaterally terminated. Once the products have been received, they can NO longer be returned.

Also, in accordance with GEO 34/2014, as subsequently amended and supplemented, for non-food products the consumer benefits from a return request period of 14 calendar days valid from the date on which the consumer took possession of the product ordered online and delivered through a courier agreed by the supplier.

The consumer is obliged to personally receive the parcel containing the ordered products, and if the parcel is damaged, to request that the courier draw up a damage report (“damaged parcel report”) on the spot. The damaged parcel must NOT be opened to check the products. In this case, without opening the parcel, the consumer may refuse reception. No subsequent complaints will be accepted, and products will not be accepted for return if, upon receiving a parcel with visible external damage, no “damaged parcel report” was drawn up, an option offered by the courier.

The provisions of GEO 34/2014 apply only to the consumer defined as any natural person or group of natural persons constituted in associations, as defined in art. 2 point 2 of OG 21/1992 on consumer protection, republished, as subsequently amended and supplemented.
In accordance with GEO 34/2014, the Consumer who wishes to exercise the right of withdrawal and return must consider the following:

• The returned product must be in the same condition as it was delivered (in the original packaging with all accessories, with intact labels and the documents that accompanied it).
• The return shipping costs will be fully borne by the consumer, and the refund of the product value will be made within a maximum of 14 calendar days from receipt of the product that was the subject of the sale.

Products shipped via courier must be returned MANDATORILY with the “Open parcel upon delivery” option, in order to allow the supplier to verify the contents and the physical condition of the returned product. If the returned products do not include this option, DeliciuDeCiocolata reserves the right to refuse their reception.
Shipping a product that is improperly packaged, which leads to its damage during transport, is entirely the sender’s responsibility, in this case the consumer.
The supplier checks the physical and functional condition of the returned products within 14 days from the date of purchase and will inform the Consumer about their condition.
As an exception to the provisions of GEO 34/2014, our company may accept, under certain conditions, that a Consumer who is a legal entity may also exercise the right of withdrawal and return, but this must be exercised within a maximum of 3 calendar days from the date of receipt of the products. Our company does not assume the obligation to accept returns from a legal entity, except in cases expressly provided by law. If the return is accepted, the Consumer who is a legal entity will have the same obligations and must meet the same conditions as the Consumer who is a natural person.

1.2. Return request:

The notification of the return decision will be made by completing the return form available at: https://www.deliciudeciocolata.ro/formular-retur-produse

Select the order from which you wish to return products (ATTENTION! Returns are NOT accepted for food products, according to the applicable legal regulations, or for products for which a “damaged parcel report” was not drawn up at delivery together with the courier, in cases where the parcel was received with visible external damage).
Tick the products you are returning.
Select from the “Reason for return request” list.
In the “Notes” field, please send us the details for the refund: IBAN, beneficiary, beneficiary’s bank. You may also choose to use the amount for future orders; in this case, please specify this!
Press “Submit Request”.
You will receive the message “The return request has been successfully added!”.
The Consumer will send the returned products, with transport costs fully borne by the Consumer, to the following address:
“Bd. Pierre de Coubertin, no. 3-5, ELJ Office Building, DeliciuDeCiocolata, Bucharest, Postal Code 021901”.
After completing the return form, the products concerned must reach the Supplier within 14 calendar days.

1.3. Conditions regarding the product condition for which a return is requested:

•    to have the specific identification labels and intact packaging.
•    to be accompanied by all accessories with which it was delivered, including the user manual and warranty certificate, if applicable.
•    to show no physical or functional damage.
•    to have no missing parts or subassemblies.
•    to show no signs of use or installation (food residue, dust, stains, scratches, cut pipes, modifications, etc.).
If the returned product was accompanied by promotional materials or gifts, these must also be returned in the physical, functional and packaging condition in which they were received.
If the returned product does not meet the return conditions mentioned, the supplier reserves the right (in accordance with GEO 134/2014) to withhold from the product value the amounts required to recondition it in order to bring it back to the initial condition in which it was received by the Consumer.

1.4. Situations in which online purchased products cannot be returned:

Products cannot be returned if they fall into one or more of the following situations:
•    Food products and similar products, due to the risk of deterioration.
•    Products ordered online but collected directly from the warehouse.
•    Products purchased by legal entities.
•    Products brought on “special order” (“SPECIAL ORDER” is defined as a list of products ordered by the Consumer that are not in the Supplier’s usual stock, but can be delivered based on a firm order and payment of an advance, under the terms agreed 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 refunds to the Consumer:

Refunds are made only if the product has been paid for by the Consumer and returned to the Supplier within the terms specified by law (GEO 34/2014 with all subsequent amendments).
For products returned within the first 14 calendar days from purchase, the refund period is 14 calendar days from the date the Supplier received the returned product.
Refunds may be made as follows:

1.5.1. for Orders paid by bank card -> by refund to the account from which the payment was made or by bank transfer to the bank account provided by the customer;

1.5.2. for Orders paid by bank transfer (OP) -> by bank transfer;

1.5.3. for Orders paid cash on delivery -> by refunding the product value to the bank account provided by the customer.

The Seller may postpone the refund until receipt of the goods sold or until receipt of proof that they have been sent, if the Seller has not offered to collect the goods itself (the most recent date shall be used).

1.6. Shipping Cost

Full Return – If the Consumer returns the entire order and none of the related products fall under the list specified in point 1.4., the Supplier will refund both the value of the ordered products and the shipping cost related to the parcel shipment from the Supplier to the Consumer.
ATTENTION: the shipping cost for the return will be fully borne by the Consumer.
Partial Return – If the Consumer partially returns the order, in compliance with the specifications in point 1.4., the Supplier will refund only the value of those products, without refunding the shipping cost related to the parcel shipment from the Supplier to the Consumer.
ATTENTION: in this case as well, the shipping cost for the return will be fully borne by the Consumer.

Updated on 15.04.2025