At SLmartRomania, we want you to be fully satisfied with your purchases. However, if you have changed your mind or the product does not meet your expectations, we have simplified our cancellation and return processes to provide you with the most pleasant experience possible.
1. Order Cancellation
Before receiving the products
Unshipped Orders: You may request to cancel your order without any justification as long as it has not yet been handed over to the courier. Please contact us urgently at +40773801413 or by email at [email protected]. If the payment was made online, the full amount will be refunded within 3-7 business days.
Orders in Transit: If the products have already been shipped, cancellation is no longer possible. In this case, you may refuse the package upon delivery (bearing the round-trip shipping costs) or receive it and subsequently follow the return procedure described below.
2. Right of Return (Withdrawal from Contract)
According to GEO 34/2014, individual consumers have the right to withdraw from the contract within 14 calendar days of receiving the product, without having to justify the decision.
Mandatory Conditions for Returns:
To be accepted for return, products must meet the following criteria:
They must be in the same condition as delivered (no signs of wear, dents, or user-caused defects).
They must be returned in the intact original packaging, with all accessories, labels, and accompanying documents (invoice, warranty certificate).
Warning! Products that have been unsealed and cannot be resold for health protection or hygiene reasons (e.g., unsealed food products, supplements, used personal care products) cannot be returned.
Return Procedure:
Notification: Send a return request to [email protected] containing your name, order number, and the products you wish to return.
Shipping: Upon our confirmation, pack the products carefully.
Shipping Cost: The return shipping cost is borne entirely by the customer, except in cases where the delivered product was defective or incorrect (in which case we will cover the shipping cost).
3. Defective or Incorrect Products
If you received a defective product, one damaged during transport, or a product other than the one ordered:
Please notify us within 24 hours of receipt.
We will arrange for the product to be picked up by a courier and send you a compliant product or refund your money at no additional cost to you.
4. Refund Policy (Money Back)
Once the returned products reach our warehouse and are inspected:
Timeframe: We will refund the value of the products within a maximum of 14 calendar days from the date we were informed of the return decision (but not before physically receiving the products or proof of their shipment).
Payment Method:
For online payments: The money is returned to the card used for the initial transaction.
For Cash on Delivery (COD) payments: The refund will be made via bank transfer. For this purpose, you must provide a valid IBAN code and the account holder’s name.
Refunded Amount: Includes the price of the products. Initial shipping costs are only refunded in the case of standard delivery (additional costs for express deliveries are non-refundable).
5. Return Exceptions
Returns are not accepted for:
Products that can deteriorate or expire rapidly (fresh food, fruits, vegetables).
Sealed products that were unsealed by the consumer (hygiene aspects).
Personalized products or those made to special order.
Support Contact Details:
Phone: +40773801413
Email: [email protected]
Return Address: Sibiu, str. Semaforului, nr. 26, scara A, parter.
