Document updated: June 2026.
VIP HORECA Trading SRL is committed to providing quality products and services and to resolving promptly any request, complaint or misunderstanding that may arise in its relationship with customers.
1. Amicable Resolution
If any issue arises regarding an order, delivery, product, return, warranty, payment or any other aspect related to the services provided through the websites operated by VIP HORECA Trading SRL, including pentrubar.ro, kohrconcept.hu, kohrconcept.es and kohrconcept.it, we encourage customers to contact us directly in order to identify a fast and amicable solution.
Most situations can be resolved efficiently through direct communication without the need for additional procedures.
2. Contact Information for Complaints
VIP HORECA Trading SRL
VAT Number: RO27832635
Trade Register No.: J05/1626/2010
Registered Office: Sat Tărian 417272, Str. Nouă No. 41, Romania
Email: office@pentrubar.ro
Phone: +40 744 295 179
To facilitate a faster resolution, we recommend that complaints or requests include, where possible:
- customer name;
- order number;
- the product or service concerned;
- a clear description of the issue;
- supporting documents, photographs or other relevant information, where applicable.
Requests and complaints will be reviewed and handled within a reasonable timeframe depending on the complexity of the matter and the applicable legal requirements.
3. Consumer Rights
Consumers benefit from all rights granted under applicable Romanian and European legislation governing e-commerce, consumer protection, returns, warranties and commercial practices.
Additional information regarding consumer rights and online order regulations can be found in our Terms and Conditions, Privacy Policy (GDPR), Cookie Policy, Return Policy and Delivery Information sections available on the websites.
4. Alternative Dispute Resolution (ADR)
Consumers within the European Union may, in certain situations, use Alternative Dispute Resolution (ADR) mechanisms to resolve disputes without initiating court proceedings.
For information regarding available ADR entities and consumer dispute resolution options within the European Union, users may consult the official European Commission portal:
Consumer Redress in the European Union
This portal replaces the former informational role of the previous European ODR platform and provides updated information regarding consumer dispute resolution mechanisms within the European Union.
5. Competent Authorities
If an amicable solution cannot be reached, consumers may contact the competent consumer protection authorities or the competent courts in accordance with applicable legislation.
National Authority for Consumer Protection (ANPC)
www.anpc.ro
Consumers may consult the official ANPC resources regarding consumer rights, complaint procedures and available remedies.
6. Competent Courts
If a dispute cannot be resolved amicably or through alternative dispute resolution mechanisms, it may be submitted to the competent courts in accordance with applicable Romanian and European legislation.
This section does not limit any legal rights of consumers and does not exclude any administrative or judicial remedies available under applicable law.
7. Updates to this Information
VIP HORECA Trading SRL reserves the right to update this page periodically in order to reflect legislative, operational or commercial changes.
The most recent version will always be published on this page and will become effective upon publication.
Document Version: DISPUTES-2026.1
This document was reviewed and updated in June 2026 to reflect current consumer protection requirements, complaint handling procedures and European consumer redress mechanisms.