Consumer Rights

Consumer Rights for Online Purchases

On this page you can find useful information about consumer rights when shopping online, including the right of withdrawal, legal guarantee, pre-contractual information, prices, delivery, returns, complaints and personal data protection.

The purpose of this page is to provide clear, accessible and transparent information for private consumers purchasing products online.

The information below is general guidance based on European Union consumer protection rules and applicable national legislation. Specific rights may vary depending on the customer type, product category, delivery country and applicable local law.

 

1. Consumer Protection Authorities

Consumers may contact the relevant national consumer protection authority in their country of residence or in the country where the seller operates.

For Romania, the competent consumer protection authority is ANPC:

National Authority for Consumer Protection - ANPC

For alternative dispute resolution in Romania, consumers may also consult the SAL platform administered by ANPC:

Alternative Dispute Resolution - SAL ANPC

 

2. What Information Should an Online Store Provide?

Before placing an order, an online store should provide clear and understandable information about:

  • the identity of the seller;
  • contact details;
  • the main characteristics of the products;
  • the total price of the products;
  • taxes, delivery costs and any additional charges;
  • available payment methods;
  • delivery methods and estimated delivery conditions;
  • the right of withdrawal and return conditions;
  • the legal guarantee of conformity;
  • complaint handling procedures;
  • privacy and cookie policies.

These details help consumers make an informed decision before completing an online purchase.

 

3. The 14-Day Right of Withdrawal

Private consumers buying online in the European Union generally have the right to withdraw from a distance contract within 14 calendar days from receiving the products, without giving a reason.

To exercise this right, the consumer should inform the seller through a clear statement, such as an email or another accepted communication method.

The direct cost of returning the products is usually paid by the consumer, unless the product delivered was incorrect, non-conforming or the applicable law provides otherwise.

For practical return steps, fragile products, refund conditions and delivery-related details, please consult:

Delivery, Returns & Warranty

 

4. Products That May Be Excluded from Withdrawal

Some products may be excluded from the right of withdrawal under applicable law. Examples may include:

  • products made to the consumer’s specifications;
  • personalised products;
  • sealed products that cannot be returned for health protection or hygiene reasons once unsealed;
  • products liable to deteriorate or expire rapidly;
  • products which, by their nature, cannot be returned under normal conditions after opening or use.

For professional products, special orders, products sourced on request, B2B orders or large HoReCa purchases, return conditions may be assessed individually according to applicable law and commercial conditions communicated before final order confirmation.

 

5. Legal Guarantee of Conformity

Consumers benefit from the legal guarantee of conformity for products purchased from professional sellers, according to applicable consumer protection rules.

The legal guarantee means that the product should match its description, normal intended use, quality, functionality and characteristics that were promised or reasonably expected.

If a product is non-conforming, the consumer may have the right, depending on the situation and applicable law, to repair, replacement, price reduction or refund.

Any commercial warranty offered by a seller or manufacturer is additional and does not limit the consumer’s mandatory legal rights.

 

6. Transparent Prices, Taxes and Costs

Before confirming an order, consumers should be able to see the product price, applicable taxes, delivery costs and any known additional charges.

The total cost of the order should be clearly displayed before the final purchase confirmation.

For fragile, oversized, heavy or special-delivery products, additional packaging, insurance or transport costs may apply. If such costs cannot be calculated automatically during checkout, the customer should be informed before the order is shipped.

 

7. Delivery and Parcel Check

Products ordered online are delivered through the methods available in the relevant online store, usually by courier or other delivery methods communicated to the customer.

For fragile products such as glasses, glassware, crystal products or other items sensitive to impact, we recommend checking the parcel upon delivery.

If the packaging is damaged or there are signs that the products may have been affected during transport, we recommend requesting a damage report from the courier and taking clear photos of the parcel and products.

 

8. Complaints and Problem Resolution

If there is an issue related to an order, product, payment, delivery or warranty, we recommend contacting the seller in writing by email with all relevant details.

A clear complaint should include:

  • order number;
  • customer name;
  • description of the issue;
  • relevant photos or documents, where available;
  • the requested solution, where possible.

Our aim is to review issues fairly and resolve them amicably within a reasonable time.

If an amicable solution is not possible, consumers may contact the competent consumer protection authority or alternative dispute resolution body, where applicable.

 

9. Personal Data Protection

Customer personal data is processed in accordance with applicable data protection legislation, including Regulation (EU) 2016/679 - GDPR.

Personal data may be used for order processing, invoicing, delivery, customer communication, complaint handling, legal obligations and, where consent is given, commercial communications.

For full details about personal data processing, please consult:

Privacy Policy

 

10. Cookies and Browsing Preferences

The website may use cookies and similar technologies for essential online store functionality, saving preferences, traffic analysis and improving the browsing experience.

Users may manage cookie preferences through browser settings or through the tools available on the website.

For more information, please consult:

Cookie Policy

 

11. Private Consumer vs. B2B Customer

The consumer rights described on this page mainly apply to private individuals buying products for personal purposes, outside their commercial or professional activity.

For companies, professional buyers, HoReCa operators, bars, cafés, restaurants, hotels or catering businesses, different commercial rules may apply, especially for special orders, large quantities, products sourced on request or products intended for professional use.

 

12. Useful Documents and Pages

For complete information, we recommend consulting the following pages:

 

13. Frequently Asked Questions About Consumer Rights

Can I return a product bought online?

Yes. Private consumers generally have the right to return products bought online within 14 calendar days from receiving them, subject to applicable legal conditions and exceptions.

Who pays the return shipping cost?

In most cases, the direct cost of return shipping is paid by the consumer, unless the product is incorrect, non-conforming or applicable law provides otherwise.

What should I do if I receive a damaged product?

We recommend contacting the seller as quickly as possible, sending clear photos and, in case of transport damage, requesting a damage report from the courier when the damage is visible upon delivery.

What does legal guarantee mean?

The legal guarantee of conformity means that the product should match its description, quality and expected functionality. If the product is non-conforming, consumers may benefit from remedies provided by law.

Can I contact a consumer protection authority?

Yes. If the issue cannot be resolved amicably with the seller, consumers may contact the relevant consumer protection authority or alternative dispute resolution body.

 

Last updated: May 2026