Sigla Coldex 1 300x55 1

Electrical, Thermal, and Sanitary

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Contact Us

Phone no.:
0744704616

Str. PETRILA nr 17, Craiova

Email address:
[email protected]

Return Policy

Politica de retur - Coldex

Politica de retur - Coldex

According to the provisions of Article 9 of Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with professionals, the consumer has a period of 14 days to withdraw from a distance contract without having to justify the withdrawal decision and without incurring any costs other than those provided for in Article 13 (3) and Article 14.

Consequently, if you are not fully satisfied with the performance or features of the product purchased online from our website, you can return it to any COLDEX SRL branch (if applicable) or follow the procedure below within 14 calendar days, in accordance with the return policy outlined below.

  1. The consumer has the right to return a product within 14 calendar days without having to justify this decision.
  2. The 14-day period is calculated from the date the customer physically takes possession of the product.
  3. Before the withdrawal period expires, the customer must inform us of their decision to withdraw from the contract. To do so, the customer may choose one of the following options:
    1. To complete the withdrawal form in their customer account, in the RETURNS section section (or, if the customer placed an order without an account, to send the form to the email address [email protected] or [email protected]; the form and any return instructions may be made available on our website).
    2. To submit any other unambiguous statement expressing their decision to withdraw from the contract, followed by the receipt of a confirmation of the declaration.
    3. To complete and submit the withdrawal form directly online, in their customer account, under the RETURNS section (for any type of product and its condition), or to visit our headquarters in person, as determined.
  4. Customer obligations in case of withdrawal: After submitting the return form in accordance with the provisions of point c), the customer must visit the COLDEX SRL headquarters within a maximum of 14 days from the date of communicating the withdrawal decision, to return the product along with the invoice and the fiscal document issued at the time of purchase, the completed withdrawal form, and the product in question.

The customer is responsible for any depreciation in the value of the product resulting from its handling. Upon receiving the return, we will assess the condition of the product. If the returned product shows any non-conformities (unauthorized interventions, excessive wear, scratches, chips, dents, mechanical or electrical shocks, missing components or accessories, etc.), we may decide, following the evaluation, to reduce the product’s initial value. In such cases, we will only refund the amount determined after the assessment to compensate for the product's depreciation. Returned products that are in non-conforming condition and benefited from package opening at delivery (e.g., had an AWB with the note "Open/Check Package" or were delivered by our courier service, if applicable) will not be replaced; instead, a refund will be issued based on the product evaluation. If the customer still wishes to receive the same or similar products, they will need to place a new order.

The customer bears the direct costs associated with returning the products. COLDEX SRL does not provide transportation for collecting returned products. For returns, the customer may use a courier service at their own expense, ensuring that the products are sent to the following return address:

Str. PETRILA, No. 17, Craiova, Dolj

Or, if possible, the customer may return the products directly to our headquarters, provided they are in proper condition.

Regardless of the chosen transportation method (courier or personal delivery), the customer is responsible for ensuring that the returned products arrive in proper condition.

For technical products (e.g., heating equipment, solar panels, UPS units, batteries, etc.), whether they have defects or not, the refund or replacement will be processed only after our technical team or an authorized service center assesses their operational condition.

In the event that the returned product has already been used by the customer, and the reported defect or malfunction requires technical evaluation, the product will be analyzed by our authorized team. If it is determined that the defect was not caused by improper use, the product will be replaced under warranty, after the evaluation.

For household or technical products that present defects, the customer is required to take the product to an authorized service center, following the specific instructions for each product, for evaluation and repair or replacement, as appropriate.

  1. For products returned for a refund, the refund will be processed after the product evaluation, within 14 working days from the moment COLDEX SRL confirms the receipt and proper condition of the returned product. The refund will be made in full for products without defects or with reduced value, depending on the condition found.

Additionally, depending on the customer's preference, they can choose to replace the returned product with another product. If the new product has a higher value, the customer will pay the difference; if the value of the returned product is lower, a partial refund will be issued corresponding to the value difference.

We are not obligated to reimburse additional costs if the customer has expressly chosen a different delivery type than the standard one offered by COLDEX SRL.

  1. Special mentions:
    1. The right of withdrawal does not apply to legal entity customers.
    2. These return conditions apply only for purchases made through the website www.coldex.ro (or any other online platform owned by COLDEX SRL) and do not apply to products purchased from the company's physical stores (if applicable).
    3. The reimbursement of amounts received by COLDEX SRL (via bank transfer, credit card, or other methods) will be made after receiving the products from the customer and after confirming the actual price of the products, meaning once the refundable amount is available in our account.
    4. We remind you that, upon delivery, you are required to inspect the products in the presence of the courier and request the preparation of a report for any damages. Any subsequent complaints will be analyzed only based on the report prepared at the time of receiving the package.

For additional information regarding product returns, please contact us at the email address: [email protected] or [email protected], or by phone at 0744704616. 0744704616.

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