Refund policy

In this section, you will find details about the methods and conditions for returning products purchased from www.massivevegan.ro (Massive Vegan SRL).

Attention: Please do not stick the shipping labels directly on the product or its packaging, either by yourself or by the courier (place the product in a bag or a parcel, and stick the label on the parcel).

There are two cases in which you can return products:

1. Return of products in accordance with Government Emergency Ordinance (G.E.O.) 34/2014 (for individual consumers only):

The consumer has the right to notify the seller in writing that they wish to withdraw from the purchase, without penalties and without giving any reason, within 14 calendar days from receiving the product.

Returning the products is at the customer's expense and must be done within 14 calendar days from contract withdrawal. Products must be delivered to our headquarters or sent via express courier. Do not use the Romanian Post, as they do not deliver parcels to our location and we are not responsible for any lost shipments.

The following products are not eligible for return:

  • Products showing physical modifications, damages, chips, scratches, or have been unsealed.

Parcels must be sent to the address:
Strada DN1, nr.16, Campina, Prahova, Romania.

Massive Vegan S.R.L. will refund the order value within 14 days from the date of contract withdrawal by the customer, but not before receiving the returned goods.

Contract Withdrawal Procedure:

Exercising the right of withdrawal:

The consumer informs Massive Vegan S.R.L. of their decision to withdraw from the contract through an unequivocal statement on a durable medium (email, message on the contact page). The consumer has 14 calendar days from receipt of the products to announce the withdrawal.

Obligations of Massive Vegan S.R.L.:

  • Full refund of received payments, including delivery charges (except where the customer explicitly chose a delivery method other than the standard one).

  • Refunds will be made using reasonable and applicable payment methods (for cash-on-delivery payments, the refund will be made via bank transfer to an account clearly provided by the customer).

  • Refunds will be made within 14 days of contract withdrawal, but not before receiving the returned goods.

Obligations of the consumer:

  • The products must be handed over to Massive Vegan S.R.L. in person or given to an authorized person (designated courier) without undue delay and within a maximum of 14 days from announcing the withdrawal.

  • The consumer bears the return shipping costs.

  • The consumer is only liable for any diminished value of the goods resulting from handling other than what is necessary to determine the nature, characteristics, and functioning of the products.

2. Product Returns (for issues with the order):

You can request a product return in the following cases:

  • The delivered product does not match the website specifications.
    You may request a replacement or a full refund (if the product is no longer available).

  • Product damaged in the parcel.
    If the parcel shows visible signs of damage upon courier delivery, we recommend refusing the package.
    For evidence, you can take a photo of the parcel and create a report with the courier representative noting the package’s condition upon delivery.
    The risk of loss or damage to the products transfers to you once you physically receive the product. Any later complaint will not be considered. If the consumer uses their own transporter, the risk is transferred upon handing the product to the transporter.

  • Incorrect products delivered.
    If you receive a different product than what you ordered.

The return costs in the cases mentioned above (point 2) are covered by our store, not in the case of withdrawal from purchase (point 1).

Return requests must be submitted through our website to the Customer Support Department or in person at our office within 48 business hours from receiving the product.

Note:
Damage to products or altering them in any way that makes resale impossible will result in the return being rejected.

All these terms and conditions are established under:
Government Emergency Ordinance no. 34 / 2014
http://www.anpc.gov.ro/anpcftp/legislatie/oug_34_140616.pdf

For any further information or clarifications regarding product returns, please contact us by email or via one of the phone numbers listed on our website.