Return Policy

1. Who the right of withdrawal applies to

The statutory 14-day right of withdrawal applies to consumers in distance contracts, that is, individuals acting for purposes outside their commercial, industrial, craft or professional activity.

For companies and public institutions, the contractual conditions, the procurement documentation, the accepted offer, the order and the applicable SEAP rules may establish a different regime. The statutory 14-day right of withdrawal does not grant legal entities or institutions an equivalent right of return.

2. Withdrawal period

You have the right to withdraw from a distance contract within 14 days, without giving a reason, in compliance with the conditions of GEO no. 34/2014. The period runs, as a rule, from the date on which you or a third party indicated by you, other than the carrier, take physical possession of the goods; for multiple deliveries or goods in batches/pieces, the special statutory rules apply.

3. How to communicate your withdrawal

Withdrawal may be communicated by e-mail, the contact form available on the website, the online withdrawal function if available, or any unequivocal statement sent before the period expires.

4. Returning the product

• After communicating the withdrawal, send the goods back without undue delay and, in any case, no later than 14 days after the communication, unless Dibalcris has offered to collect the goods.
• Pack and handle the product so that transport takes place safely.
• Keep proof of dispatch.
• Use the address indicated by Dibalcris for returns. If no other address has been indicated, you may use the postal address of the registered office: Sat Haieu, Sînmartin commune, Str. Trandafirilor no. 61, Bihor County, Romania.

5. Refund

Dibalcris refunds the payments received, including the standard delivery costs, without undue delay and no later than the legal deadline. Dibalcris may postpone the refund until it receives the goods or until it receives proof of dispatch, as the case may be.

6. Condition of the returned product

You are liable only for the diminished value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product. The original packaging and all accessories are not absolute conditions that eliminate the legal right; Dibalcris will document and be able to prove any diminution claimed.

7. Exceptions to the right of withdrawal

The exceptions apply only in the cases provided by law and only if they genuinely apply, for example for sealed products that cannot be returned for health protection or hygiene reasons and have been unsealed, or for other situations expressly provided by GEO no. 34/2014. Dibalcris does not extend the list of statutory exceptions.

8. Non-conforming or defective products

Withdrawal without reason is distinct from non-conformity. If the product does not conform to the contract, the description, the legal requirements or the promised characteristics, you may benefit from the remedies provided by GEO no. 140/2021 and the applicable legislation, depending on the situation. These may include, as applicable, bringing the product into conformity through repair or replacement, a price reduction or termination of the contract.

The terms and conditions of the commercial warranty are those communicated by the manufacturer, through the product’s warranty certificate.

The complaint is submitted through the contact form available on the website or by e-mail, with the order/invoice number, the product, the serial number, the description of the problem, the date it was noticed and, if necessary, relevant photographs or documents. You do not need to send flight data, images or other personal data that are not necessary for resolution.

9. Post-return check and no service

Dibalcris does not carry out service or repairs for the products sold. The post-return check of software erasure/reinstallation and basic functional test, where applicable to a return without defect or risk, is solely an internal check and is not service, warranty diagnosis or a remedy for non-conformity. Any specialised technical intervention is carried out exclusively by the manufacturer or by a partner authorised by the manufacturer.

10. Risk products, withdrawal from the market and recall

If a product is subject to a withdrawal from the market or a recall, or there is a suspected risk, Dibalcris will give you the specific instructions, the measure offered and the related costs, depending on the case and the law. The minimum instructions are:

• stop using the product;
• do not pass the product on to anyone else;
• do not ship a product suspected of risk without safety instructions communicated by Dibalcris or by the competent entity;
• follow the instructions communicated for return or recall.

11. Personal data in the return process

The data is processed to receive and verify return or withdrawal requests, match the order with the product and serial number, issue refunds, communicate with you and keep evidence, in accordance with the Privacy Policy.