Delivery, Returns & Warranty
On this page you can find useful information about order processing, delivery, shipping, returns, fragile products, warranty and product care recommendations for products ordered online.
We aim to keep the ordering process clear, transparent and professional for both private customers and business clients, including bars, cafés, restaurants, hotels and other HoReCa locations.
Order Processing
Orders are processed as quickly as possible after they are placed, depending on stock availability and order volume.
After placing an order, the customer may receive an automatic confirmation email. This message confirms that the order has been registered in the system, but it does not represent the final acceptance of the order.
The order is considered confirmed after checking product availability, delivery details and, where necessary, after additional confirmation by phone or email.
If a product becomes unavailable, if stock differences appear or if transport conditions need to be adjusted, the customer will be contacted before shipment.
Delivery & Shipping
Products are delivered by courier services to the address provided during checkout.
Estimated delivery times may vary depending on product availability, delivery location, courier schedules, public holidays or other situations outside the seller’s control.
Shipping costs are paid by the customer and may vary depending on parcel weight, parcel volume, number of packages, cash-on-delivery value, delivery location and any additional courier services.
Whenever possible, we recommend combining products into a single order in order to optimize shipping costs and processing efficiency.
Local Pickup in Oradea
For certain orders, especially business orders or orders placed in the Oradea area, local pickup from our location may be available.
Pickup is possible only after prior confirmation that the order is prepared and ready.
Additional Shipping Costs
Additional shipping costs may apply for oversized parcels, heavy products, fragile products or deliveries outside the standard courier coverage area.
In such cases, the customer will be informed by phone or email before the order is shipped.
Fragile Products
Some products sold on the website may be fragile, including glassware, crystal glasses, bottles and other products sensitive to mechanical shocks.
Fragile products are packed carefully and, where necessary, with additional protective materials suitable for transport. However, courier delivery always involves external handling, which is why we strongly recommend checking the parcel upon delivery.
Depending on the product type and courier conditions, additional packaging, insurance or transport costs may apply for fragile items.
Checking the Parcel Upon Delivery
We recommend checking the parcel at the time of delivery, especially in the case of fragile products.
If the parcel shows visible damage, impact marks, tears, humidity or if broken glass noises can be heard inside the package, we recommend requesting a damage report from the courier company.
In case of transport damage, please send the following information by email as soon as possible:
- order number;
- clear photos of the outer packaging;
- photos of the damaged products;
- photos of the protective materials inside the parcel;
- the courier damage report, if available.
Without photos or courier documentation, transport damage claims may be limited or impossible to process, as courier companies may refuse compensation requests.
Products Damaged During Transport
If a product arrives damaged during transport and the complaint is submitted correctly, the situation will be reviewed individually.
Depending on stock availability, product value and courier response, possible solutions may include:
- replacement of the damaged product;
- discount for a future order;
- refund of the damaged product value;
- another mutually agreed solution.
Claims regarding damaged or broken products should be submitted as quickly as possible, ideally on the same day or within 24 hours after delivery.
Return Policy for Consumers
Private consumers have the right to withdraw from a distance contract within 14 calendar days from the date of receiving the products, without providing a reason, according to applicable legislation.
To request a return, the customer must send a written notification by email, including the order number and the products they wish to return.
The direct cost of returning the products is borne by the customer, except in cases where the delivered product is incorrect or confirmed as non-compliant.
Conditions for Accepted Returns
Returned products must be in the same condition in which they were delivered, without excessive signs of use, scratches, cracks, chips, impacts, unauthorized interventions or physical modifications.
Whenever possible, products should be returned in their original packaging together with accessories, documentation and protective materials received at delivery.
We reserve the right to reduce the refunded value if the returned product shows signs of use or handling exceeding what is necessary to verify the product’s characteristics and functionality.
Products Excluded from Return
Certain products may be excluded from return according to applicable legislation, especially customized products, specially ordered items, products sealed for hygiene reasons and unsealed after delivery or products that cannot be returned under normal conditions.
For special orders, B2B orders, products ordered on request or large HoReCa orders, return conditions may be analyzed individually before approving the return.
Refunds
After receiving and checking the returned products, approved refunds will be processed within the applicable legal timeframe.
Refunds are generally made using the same payment method used for the order or by bank transfer if necessary.
Initial shipping costs and return shipping costs are not refundable unless otherwise required by law or if the return is caused by a confirmed seller error.
Warranty
Products benefit from the legal warranty of conformity according to applicable legislation. For electrical products or equipment covered by commercial warranty, warranty periods and conditions may be specified on the invoice, warranty certificate or product documentation.
The warranty does not cover damage caused by improper use, incorrect maintenance, mechanical shocks, thermal shocks, aggressive chemicals, unauthorized modifications, normal wear or failure to follow product instructions.
Consumable parts and products subject to daily wear may have different warranty conditions depending on their intended use.
Recommendations for Metal & Plastic Products
Metal and plastic products should be cleaned using lukewarm water and mild liquid detergent. Abrasive or powder detergents may scratch the product surface.
After washing, metal products should be dried with a soft cloth to reduce the risk of oxidation, stains or water marks.
Mechanical, thermal or chemical shocks may damage the products and may void the warranty.
Recommendations for Glass & Crystal Products
Glass and crystal products should be handled carefully. We recommend cleaning them using lukewarm water, mild liquid detergent and non-abrasive cleaning materials.
After washing, products may be dried using a soft cloth or left upside down to drain safely.
We do not recommend exposing glass or crystal products to thermal shocks, impacts or sudden temperature changes.
Flair Bottles & Flair Shakers
Products designed for flair bartending practice are intended for training and handling exercises, which may involve impacts with the floor or other surfaces.
We recommend using these products only in suitable spaces and on protected surfaces such as rubber bar mats or dedicated flair training mats in order to reduce the risk of damage.
Damage caused by impacts, falls, throwing or improper use is not considered a manufacturing defect.
Product Safety
Products sold on the website should not be left within reach of children, especially glassware, fragile products, sharp objects, metal accessories, electrical equipment or small detachable components.
Products must be used only according to their intended purpose and following safety recommendations.
Packaging & Recycling
We recommend selective recycling of packaging materials according to local recycling regulations.
- Blue: paper and cardboard;
- Yellow: plastic and metal;
- Green: glass;
- Grey / Black: residual waste;
- Brown: biodegradable waste.
Frequently Asked Questions
How long does delivery take?
Delivery time depends on stock availability, delivery location and courier schedules. In-stock products are processed as quickly as possible.
Can I return an online order?
Yes. Private consumers may request a return within 14 calendar days after receiving the products, according to applicable legislation.
Who pays the return shipping cost?
In most situations, the direct return shipping cost is paid by the customer unless the return is caused by a confirmed seller error.
What should I do if a fragile product arrives damaged?
Please check the parcel immediately, take clear photos of the packaging and damaged products and request a damage report from the courier if visible damage is present upon delivery.
Can used products be returned?
Returned products should be in appropriate condition, without excessive signs of use, impacts, scratches, cracks or damage. Improperly used products may be refused or partially refunded.
Do the same rules apply to B2B orders?
Business orders, special orders, made-to-order products or large HoReCa orders may have different return conditions depending on the nature of the order.
Contact for Delivery, Returns & Warranty
For questions related to delivery, returns, fragile products or warranty, please contact us before sending back any products.
Email: office@pentrubar.ro
Last updated: May 2026
Thank you for choosing our products.