This policy explains your right to return an order placed with EROSSA, in line with EU consumer protection law (Directive 2011/83/EU on consumer rights).
Model Withdrawal Form
English
MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
— To: Arbore Real Estate SRL, Drum Pădurea Neagră 1-17, Sector 1, 014044 București, Romania. Phone: +40 757 741 768. Email: [email protected].
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
— Ordered on (*)/received on (*),
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date
(*) Delete as appropriate.
Română
FORMULAR DE RETRAGERE
(prezentul formular se trimite înapoi completat doar dacă doriți să vă retrageți din contract)
— Către: Arbore Real Estate SRL, Drum Pădurea Neagră 1-17, Sector 1, 014044 București, România. Telefon: +40 757 741 768. Email: [email protected].
— Vă informez/Vă informăm (*) prin prezenta cu privire la retragerea mea/noastră (*) din contractul referitor la vânzarea următoarelor produse (*)/prestarea următoarelor servicii (*)
— Comandate la data (*)/primite la data (*)
— Numele consumatorului (consumatorilor)
— Adresa consumatorului (consumatorilor)
— Semnătura consumatorului (consumatorilor) (doar în cazul în care acest formular este notificat pe hârtie)
— Data
(*) A se elimina mențiunea inutilă, după caz.
Model oficial: Anexa, Ordonanța de urgență a Guvernului nr. 34/2014 (transpunere a Anexei I(B), Directiva 2011/83/UE).
Your 14-day right of withdrawal
As an EU consumer, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. This period starts on the day you (or someone you nominate) receives the goods.
To exercise this right, contact us before the 14-day period ends via our Contact page, stating your order number and that you wish to withdraw from your purchase. You do not need to give a reason.
Important exception for hygiene-sealed products
Because of the intimate nature of many of our products, most items are sold in hygiene-sealed packaging. In line with Article 16(e) of Directive 2011/83/EU:
- If the hygiene seal on your product is still intact (unopened, unbroken), your 14-day right of withdrawal applies in full and you may return the item for a refund.
- If the hygiene seal has been broken or removed, the right of withdrawal no longer applies to that item, for health and hygiene protection reasons. This is a legal exception, not a store policy choice — it exists to protect customers, since a product’s seal cannot be reliably verified as unused once broken.
We recommend inspecting your order carefully without breaking any hygiene seal until you’re sure you want to keep it. Packaging that is opened but does not carry a hygiene seal (e.g. an outer box, with the product itself still sealed inside) does not affect your right to return the sealed item.
Condition for return
Eligible items must be returned unused, with the hygiene seal intact, in their original packaging, and accompanied by proof of purchase (order number or confirmation email).
Refunds
Once you notify us of your decision to withdraw, we will reimburse all payments received from you — including the original standard delivery cost, where applicable — without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw (Article 13, Directive 2011/83/EU; Art. 13, OUG 34/2014). We may withhold reimbursement until we have received the returned goods back, or until you have supplied evidence of having sent the goods back, whichever is the earliest. Once we receive and inspect your returned item, we will notify you of the outcome. Return shipping costs are the customer’s responsibility unless the item is faulty or was sent in error.
Faulty or damaged items
If you receive a faulty, damaged, or incorrect item, this is covered separately by your statutory 2-year EU legal guarantee of conformity, regardless of whether any hygiene seal has been broken. Contact us as soon as possible with your order number and a description (and photos, if relevant) of the issue, and we’ll arrange a replacement, repair, or refund.
Non-returnable items
In addition to hygiene-sealed products that have been unsealed, the following cannot be returned: gift cards, and any item explicitly marked as final sale at the time of purchase.
Questions
If you have any questions about a return or refund, please get in touch through our Contact page before sending anything back.
Who processes your return
Returns and refunds for erossa.com are handled by ARBORE REAL ESTATE SRL, CUI 43079742, trade register no. J2020012061402, registered address Drum Pădurea Neagră 1-17, Sector 1, 014044 București, Romania. Contact us at [email protected] or +40 757 741 768.