Return Policy

The right of withdrawal — 14 calendar days

In accordance with Romanian Government Emergency Ordinance (GEO) 34/2014 on consumer rights in contracts concluded with traders, you have the right to withdraw from a distance contract, without giving any reason, within 14 calendar days from the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the product. For orders with several products delivered separately, the period runs from the receipt of the last product.

The right of withdrawal belongs exclusively to consumers (natural persons acting outside their trade or profession). For legal entities, returns are settled by mutual agreement.

How to return a product — step by step

1. Notification — within the 14-day period, let us know about your decision to withdraw: through the online form on the Return request page or by e-mail at [email protected], mentioning your order number (format ALT-YYYYMMDD-XXXX) and the product being returned. You may also use the model withdrawal form below — using it is not mandatory.
2. Request confirmation — we confirm receipt of your return request by e-mail, together with the return instructions.
3. Shipping the product — return the product within at most 14 calendar days from the date you notified us of the withdrawal: by courier, to Strada Caracal nr. 162, Depozit 8, Craiova, Dolj, 200745, Romania, or directly at the store at Aleea Arhitect Duiliu Marcu nr. 14, Craiova (Mon–Fri 09:00–18:00, Sat 10:00–14:00). The direct cost of returning the product is borne by the customer; we do not accept parcels sent cash-on-delivery.
4. The refund — we refund all sums received in full, including the initial delivery cost (except for the supplementary costs arising from choosing a delivery method other than the standard one we offer), within at most 14 calendar days from the date we were informed of the withdrawal. We may withhold the refund until we have received the product back or you have supplied proof of shipping it, whichever is the earliest. The refund is made using the same payment method used for the order (or by bank transfer, with your consent, for cash-on-delivery payments), with no extra fees for you.

Return conditions

• The product must be returned in the condition in which you received it, complete: with all accessories, manuals, components and, as far as possible, in the original packaging.
• You may open the packaging and check the product just as you would in a physical store. You are, however, liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning (for example: signs of prolonged use, scratches, missing accessories, activated software seals). Any diminished value is deducted from the refunded amount, and you are informed about it.
• Products that came with gift accessories or were part of promotional bundles must be returned together with all components of the bundle.

Products exempt from the right of withdrawal

Under art. 16 of GEO 34/2014, the following cannot be returned:

• products made to your specifications or clearly personalised;
• sealed software, audio or video recordings that were unsealed after delivery (including software licences with an activated key);
• sealed products which cannot be returned for health-protection or hygiene reasons, if unsealed (for example, unsealed in-ear headphones);
• products liable to deteriorate or expire rapidly;
• products which, after delivery, are by their nature inseparably mixed with other items;
• digital content not supplied on a tangible medium, if performance began with your prior express consent and your acknowledgement that you thereby lose the right of withdrawal.

Resealed and refurbished products

Resealed and refurbished products bought on altamag.ro benefit from the same 14-day right of withdrawal as new products, under the same conditions.

Model withdrawal form (optional)

To: ALTANET S.R.L., Strada Caracal nr. 162, Craiova, Dolj, Romania — [email protected]

I hereby give notice that I withdraw from my contract of sale of the following products: …………………
Order no.: ALT-…………… , received on: ……………
Name of consumer: ……………
Address of consumer: ……………
Signature of consumer (only if this form is notified on paper): ……………
Date: ……………

Questions?

Write to us at [email protected] or call +40 351 444 444 (Mon–Fri, 09:00–17:00). For the status of a return request already submitted, use the request number received by e-mail.

ALTANET S.R.L. · Strada Caracal nr. 162, Craiova, Dolj · CUI RO15748710 · J16/1373/2003