11. RETURN POLICY

Legal right of withdrawal. In accordance with the provisions of Emergency Government Ordinance No. 34/2014, the Customer has the right to withdraw from the contractual relationship concluded with EDAM GROUP SRL within 14 days from the date of receipt of the products, without being required to provide any reason for the decision. Customers who are not satisfied with a product may return it and/or choose another product up to the value of the returned product, or may request reimbursement of the value of the returned product(s), subject to compliance with the conditions set out below.

The deadline shall be deemed to have been met if the products are returned before the expiry of the 14-day period. Otherwise, if the products are not returned under the stated conditions, the Customer shall bear, in addition to the shipping costs, any additional costs resulting from the decrease in the value of the products caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the products.

The costs related to returning the products (shipping costs) shall be borne by the Customer.

In order to exercise the right of withdrawal, it is sufficient for the Customer to send notice of the intention to withdraw before the expiry of the deadline by email to the following addresses: office@pretta.net, edamgroup@yahoo.com, including the following information:

  • the product(s) the Customer wishes to return;
  • the choice between product replacement or reimbursement;
  • the bank account details and the name of the account holder to whom the value of the returned product(s) ordered from EDAM GROUP SRL is to be reimbursed;
  • furthermore, since the opinion of every Customer is important to us and the continuous improvement of service quality is a priority for EDAM GROUP SRL, we kindly ask the Customer to also state the reason for the return.

After notifying the withdrawal, the Customer is required to properly pack the product(s), arrange for a courier and send the parcel to the address indicated on the invoice.

After receipt and inspection of the product(s), the value of the returned product(s) belonging to EDAM GROUP SRL will be reimbursed to the bank account indicated by the Customer, excluding shipping costs, which relate to services provided by a third party – the courier company.

The amounts paid shall be reimbursed by EDAM GROUP SRL after receipt and inspection of the returned products, no later than 14 days from the date on which the Customer notified the decision to return the product(s).

Products cannot be returned / exchanged in the following cases:

  • they show signs of use, wear or washing;
  • accessories are missing;
  • documents proving the purchase from our website are not available;
  • the products were made according to the consumer’s individual requirements or were specially imported / ordered for the Customer.

With regard to the return of defective products: as soon as the Customer identifies a defect, the Customer is required to notify EDAM GROUP SRL without delay at the following email addresses: office@pretta.net, edamgroup@yahoo.com, or by telephone at +40745767060. The product must then be sent by courier to the address communicated by telephone or email.

After a careful inspection of the returned product, the Customer will be informed regarding repair / replacement / reimbursement of the product value – in the order indicated – within a reasonable period, but no later than 14 days from confirmation of the agreed solution.

In the event of the return of defective or damaged products, the Customer will be reimbursed the full amount paid, including delivery and return shipping costs. The amounts will be reimbursed exclusively to the bank account indicated by the Customer when notifying the intention to return.

Products purchased during special promotional campaigns (for example, Black Friday or other major discount campaigns), as well as products advertised with minor defects / imperfections and sold at a reduced price, are excluded – the return of such products may be made exclusively at the Customer’s expense.

In the case of a product exchange, only exchanges for products of the same price are accepted, or the new product may have a higher price than the product being exchanged. If the Customer chooses a new product with a lower price than the original product, the price of the new product shall be considered equal to the price of the product being exchanged.

The shipping costs arising from the exchange of products shall be borne by the Customer.

Edam Group SRL may refuse to continue doing business with Customers who have abused the right of withdrawal from a purchase, as well as with Customers who display inappropriate conduct during online communication (refusal to accept an order, abusive product returns, return of used products, use of aggressive language and/or publication of unjustified negative opinions – for example, without evidence, arguments or a factual basis).

Edam Group SRL shall decide, at its discretion and depending on the circumstances, whether a warning is necessary and, if Edam Group SRL so decides, the warning will be issued before any restrictions regarding the sale of products or services are imposed.

If the value of the order has been prepaid by the Customer before the parcel is handed over to the courier company, and the Customer subsequently refuses to accept delivery of the order, the return of the parcel shall be considered a product return.

When issuing the credit note / cancellation invoice for the product, the amount to be reimbursed shall be reduced by the cost of returning the parcel, in accordance with the courier company’s applicable tariff.