Return and Refund
Overview
Standard delivery
For the products sold through CAFETECA.RO, the delivery fee is calculated according to the size of the shopping basket but is not affected by the region or area and is applied to all products, with the exception of offers where the condition of free delivery is mentioned.
In the case of an order with several types of products, the delivery fee is applied only once.
The delivery fee will be visible in the basket after entering the delivery information and pressing the "Continue shipping" button.
If the order includes both products with Free Delivery offers and products that are not included in the offers, the delivery fee shown is related to the products for which delivery services are charged.
Delivery planning
Delivery planning is carried out in the order of the orders received and depending on the availability of the requested equipment or services.
The delivery service is available throughout the country, but the intervals differ depending on the area.
Modify or cancel the order
Cafeteca.ro offers the possibility of canceling an order or delivery within a maximum of 24 hours from placing the order. Because we want it to reach you as quickly as possible, any changes requested within 48 hours of being made cannot be honored.
If you have changed your mind and no longer want a product from the order, you want a different product than the one you ordered or you no longer want any of the ordered products, you can let us know as soon as possible at magazin@cafeteca.ro or in a note on your order. Our colleagues will do their best to modify or cancel your order in good time!
Delivery time
Any order will be delivered by fast courier within the limits of available stock, on working days. The delivery of Cafeteca products is ensured by a courier company with which a delivery contract was previously concluded.
All orders registered in our system before 14:00 are shipped in a maximum of 2 days and arrive at their destination on the next working day. Orders registered after 14:00 reach their destination within 3 working days. Delivery time may vary depending on the volume of registered orders.
The exception is the services at events that require advance preparation at least 21 calendar days in order to present a complete and qualitative service.
Orders are not processed or delivered on non-working days and legal holidays.
The right of return is valid for 14 calendar days, from the date of physical possession of the product and not from the date of completion of the online sale. If more than 14 days have passed since your purchase, we cannot offer you a full refund or exchange.
Merchandise must be in 100% condition, unused, undamaged, undamaged and with original packaging included.
In accordance with art. 9 of GEO no. 34/2014, with certain exceptions, the consumer benefits from a period of 14 days to withdraw from a distance sales contract or an off-premises contract, without having to justify the withdrawal decision and without to bear other costs than those limited by this law.
In other words, consumers have 14 days to return the products or cancel the services contracted online, under conditions of good will and mutual understanding on both sides.
In the case of legal entities (they do not have consumer status), we reserve the right to accept or not the return of the products.
What happens if I use the purchased goods to a greater extent than is necessary to establish the nature, characteristics and mode of operation?
The answer is provided in the same act where it is shown that you should not lose the right of withdrawal, i.e. the possibility of returning the products. However, you must handle and inspect the goods with due care, otherwise you will be obliged to bear the diminution in value of the goods.
Brand goods such as Flair Espresso Makers, Subminimal, HuskeeCups, 1Zpresso, La Marzocco, Hario, Wilfa, Barista Space, DripDrip, apply the return and replacement policy according to each manufacturer's return policy. Perishable goods, such as coffee, tea, aromatic plants produced in Cafeteca Prajitorie premises, can be returned under conditions of maximum sanitary hygiene, provided that they do not show major traces of use (coffee weight, tea pyramids, use in bad faith of these products).
Additional non-returnable items are gift cards or discount coupons.
The amount related to the return is reimbursed only in a bank account or cash can be picked up in person from our office (if the payment was made at our office).
If the products to be returned were accompanied by any bonuses, they must also be returned.
To complete the return, we need:
Keeping proof of product purchase (contract, invoice or tax receipt);
Keeping the original documents and sending some copies to the online stores or to the institutions of the Romanian state;
Telephone complaints should be recorded to be retained as evidence of their submission;
During discussions, whether written or face-to-face, appropriate, polite and non-aggressive language must be used;
An amicable resolution of the situation will always be attempted before filing a complaint. Only after the seller's refusal to accept the return will the Consumer Protection Association or, as a last resort, the National Consumer Protection Authority be contacted.
Please do not send your purchase back to the manufacturer for the brand name products mentioned above. You will bear far too high costs, and we are here to help you in this case, within the limits of the possibilities offered directly by the manufacturer.
There are certain situations in which only partial refunds are granted, within 30 days of purchase, according to the law specified on this page:
Products with obvious signs of use.
Any item that is not in its original condition, damaged or missing parts due to reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds within 14 days of receiving the offending item
If the returned products show damage or are incomplete, show signs of wear, scratches, shocks, electric shocks, missing accessories, missing documents, we reserve the right to withhold an amount from the value of the product, the amount that will be communicated after the damage assessment brought
For example:
Make-up work: 3 lei/min
Fine scratches (they are small, superficial and do not cover more than 25% of the product surface): depreciation 8%
Pronounced scratches (they are easy to notice, deep or cover more than 20% of the surface): depreciation 18%
Missing accessories: counter value of the replaced part, if it can be purchased separately
Quantity missing from coffee, tea and other perishable products: 10% depreciation
We also reserve the right to refuse to accept the return in case of abuse (repeated returns).
After your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also inform you of the approval or rejection of your refund.
If approved, then the refund will be processed and a credit automatically applied to your credit card or original payment method within a specified number of days, usually 15 business days.
Late or missing repayments
If you haven't received a refund yet, please check your bank account again first.
Then contact your credit card company, it may take some time for your refund to officially post.
Then contact your bank. There is often a processing time before a refund is posted.
If you have done all this and still have not received your refund, please contact us at magazin@cafeteca.ro.
Items for sale
Only regular priced items can be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged within 30 days of receipt. Our warranty as distributors provides the security of checking the products before shipping to ensure that there is no defect from the manufacturer. If you need to exchange it for the same item within 14 days, send us an e-mail at magazin@cafeteca.ro and send the item to: Cafeteca Prajitorie, strada Eremia Grigorescu no. 632, 507085, Harman commune, the contact person and phone number will be requested by e-mail.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of the return. Once the returned item is received, you will be mailed a gift certificate.
If the item was not marked as a gift when purchased, or if the gifter sent the order to themselves to give it to you later, we will issue a refund to the gifter and the gifter will learn about your return.
Complaint procedure
The seller is responsible for the defects that the goods have when they are taken over by the buyer. For used items, it is not responsible for defects caused by use or wear. For items sold at a lower price, it is not responsible for a defect for which a lower price was negotiated. Unless it is a perishable item or a used item, the seller is responsible for any defects that occur after receiving the item within the warranty period.
The warranty period for new goods is 24 months starting with the buyer taking over the goods. The warranty period for used goods is 12 months. If the term of use is written on the sold good, on its packaging or on the instructions attached to it, the warranty period does not expire before this period ends.
The warranty certificate is issued at the buyer's request. To file a claim, proof of purchase is sufficient.
If the goods have a defect that can be removed, the buyer has the right to have them removed free of charge, in a timely and appropriate manner. The seller is obliged to eliminate the defect without undue delay.
However, the buyer should not continue to use the good in which a defect has been found. In case of defects that appear after the purchase, it must be notified without undue delay from the discovery of the error, at the latest until the expiry of the warranty period. After the warranty expires, the right of complaint will expire.
Wear and tear characteristic of material or use is not considered a defect. It is not a defect if it is clear from the nature of the good that its lifespan is shorter than the warranty period and under normal conditions of use it shows signs of general wear and tear before the warranty period expires.
Instead of removing the defect, the buyer can ask for the exchange of the items or, if the defect concerns only part of the goods, he can ask for the replacement of the part if the seller does not bear disproportionate costs in relation to the price of the goods or the severity of the defect. Instead of eliminating the defect, the seller can always replace the defective product with a good one, if the buyer does not cause serious difficulties. If there is a defect that cannot be removed and prevents the correct use of the product as a good without defect, the buyer has the right to exchange the goods or has the right to withdraw from the contract. The same rights apply to the buyer if there are defects that can be removed, but if the buyer cannot properly use the product after repair or for a greater number of defects, the good can be used. In case of other defects that cannot be removed, the buyer is entitled to a corresponding reduction in the price of the item.
Liability rights for defects apply to the seller, at Eremia Grigorescu 632, Harman. However, if the warranty book provides for a warranty service located in the city where the seller is located or in a city closer to the buyer, then he has the right to repair the product there. Warranty service can last up to 30 working days.
If it is a product replacement, the warranty period will start again from the receipt of the new bunt. The same applies if you are replacing a component that was under warranty.
Resolving a complaint means ending a complaint by sending a repaired product, exchanging the product, returning the purchase price of the product, paying a reasonable price reduction of the product, requesting a written return or a reasoned refusal.
In case of a complaint, the seller will determine how to handle the complaint immediately or in complex cases, within 3 working days at most from the date of the complaint, in justified cases, especially if a complex technical evaluation of the condition of the product or service is required, within 30 days from the date of the complaint. After determining how the complaint is handled, it will be resolved immediately and in justified cases, the complaint may be resolved later; however, its resolution cannot take more than 30 days from the date of the complaint. After the expiry of the deadline for resolving the claim, the buyer has the right to withdraw from the contract or has the right to exchange the product for a new product.
If a buyer has filed a complaint within the first 12 months of purchase, the seller may reject the complaint by refusing only on the basis of a professional assessment; regardless of the outcome of the experts' judgment, it will not require the buyer to cover the costs of professional judgment or other costs related thereto. The seller is obliged to provide the buyer with a copy of the professional judgment that justifies the rejection of the claim no later than 14 days from the date of submission of the claim. If the buyer has filed a complaint after 12 months from the purchase of the product and the seller has rejected it, he indicates to the buyer where he can send the product for an expert analysis. If the product is sent for examination to the person concerned, the costs of professional judgment, as well as all other related expenses, are borne by the seller, regardless of the result of the professional judgment. If the buyer, through a professional judgement, proves that the seller is responsible for the defect, he can apply the claim again; during professional judgment, and the warranty period does not expire. The seller is obliged to pay the buyer, within 14 days from the date of the complaint, the cost of the expert assessment, as well as all related expenses. The resubmitted complaint cannot be dismissed.
The seller is obliged to issue a receipt to the buyer once the complaint is resolved. If a complaint is submitted by e-mail, the seller must immediately send the confirmation to the buyer, if it is not possible to deliver the request immediately, it must be delivered without undue delay, but at the latest together with a proof of the resolution of the complaint request, the confirmation request need not be delivered if the buyer has the opportunity to prove the resolution of the complaint in another way.
Shipping returns
To return the product, you must send it by courier to the address: Cafeteca Prăjitorie, strada Eremia Grigorescu no. 632, 507085, Harman commune, the contact person and phone number can be found in the Terms and Conditions.
You will be responsible for paying your own shipping costs for returning the product if the return term exceeds 14 days according to the law mentioned on this page. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
pRICE
With the exception of cases where it is provided otherwise, the prices of the products displayed on cafeteca.ro represent the final purchase prices and include VAT (9% value added tax for food products, and 19% tax for services and equipment valid in Romania). The final purchase prices can be prices suggested by manufacturers or suppliers, or they can be estimated according to the standard prices practicable at the industry level of the marketed product. The final purchase prices may not represent the most competitive prices on a certain product segment or for a certain period.
The prices are updated daily and include the related VAT.
The products sold through our website are fresh, in the original packaging of the manufacturer and are accompanied by the tax invoice at the time of delivery. The availability of the products presented on our website is updated in real time, but there is the possibility of software errors or changes regarding the availability of the products at the supplier, therefore we reserve the right not to honor problematic orders/affected by errors. We will always seek to resolve these situations in an amicable and beneficial way for our customers.
Despite our efforts, some products may have incorrect prices, erroneously displayed by our IT application. Under these conditions, the final price is always considered the price accepted by the customer during the discussions with the sales consultants.
Thank you for your understanding!