Returns and warranty

This is an English translation provided for convenience. If there is any difference between the two versions, the Romanian version prevails.

How to return a product, where to send it, what cannot be returned and what to do if a product has a problem.

If you are an individual: 14 days, no reason needed

As an individual (a consumer within the meaning of OUG 34/2014), you can withdraw from the contract within 14 calendar days of receiving the products, without giving a reason. Tell us using the return form on the 14-day right of withdrawal page, by email or by post, then send the products back within 14 days of telling us. We refund your money, including the standard delivery paid with the order, within 14 days of your notice.

Where to send the products

PROFI PENTRU SĂNĂTATE S.R.L., warehouse at B-dul Eroilor nr. 126, 077190 Voluntari, jud. Ilfov. Write the request or order number, your name and a phone number on the parcel. Send the parcel by courier or bring it to the warehouse, Monday to Friday; we do not accept parcels sent carriage forward (payment on receipt).

You pay the direct cost of the return, unless the product is defective or we made a delivery error. Put the products in their original packaging, with the accessories and documents you received. You may inspect them as you would in a shop; you are only liable for any loss in value caused by handling beyond that inspection.

What cannot be returned

• Sealed products that cannot be returned for health protection or hygiene reasons, if you unsealed them after delivery. We mark them on the product page and in the cart, before you order.
• Products made to your specifications or personalised.
• Products that can deteriorate or expire quickly.

A product being medical does not, on its own, exclude it from the right of withdrawal.

If you buy as a legal entity

The 14-day right of withdrawal applies only to individuals. For legal entities, we accept returns of unsealed products within 14 days of delivery, with our prior agreement: you request the return by email or from your account, under “Quotes and returns”, and send the products after we confirm the return. You pay for the return shipping, unless the error was ours.

Defective, wrongly delivered or damaged product

Check the parcel on receipt and, if it is damaged, note it on the courier’s document. Tell us as soon as possible, with photos, at office@profipentrusanatate.ro or on 0769 050 850. We replace the product or refund your money, and we pay for shipping.

If you are an individual, you have the two-year legal guarantee of conformity from delivery, explained on the Legal guarantee of conformity page. Your rights do not depend on reporting the problem within a few hours or days. For equipment, the manufacturer’s warranty stated in the warranty certificate also applies.

Refund

We refund you using the same method you paid with, free of charge, unless we agree otherwise. If you paid online by card, the amount is normally refunded to the same card through the payment processor PlatiOnline and reaches your account within a few working days, depending on your bank; if that is no longer possible, we send the money by bank transfer. If you paid cash on delivery, we send the money by bank transfer to the account you give us. We may wait to refund until we receive the products or proof that you have sent them.

Complaints, ANPC and ADR

Send complaints to us first, at office@profipentrusanatate.ro or on 0769 050 850; we reply within 30 days at most. If we cannot reach an agreement, you can contact the National Authority for Consumer Protection (ANPC) at anpc.ro and request alternative dispute resolution (SAL) at reclamatiisal.anpc.ro.