Terms of service

TERMS & CONDITIONS

RAVE HOOD - is the commercial name of RAVE HOOD S.R.L., a legal person of Romanian nationality, having its registered office in Bd. I.C. Bratianu, no. 44, sc. A, apt. 2, sector 3, Bucharest, Tax Registration Code 49729763/2024.

Seller – RAVE HOOD S.R.L., legal person of Romanian nationality, having its registered office in Bd. I.C. Bratianu, no. 44, sc. A, apt. 2, sector 3, Bucharest, Tax Registration Code 49729763/2024.

Buyer – can be any natural person over 18 years of age or legal person or any legal entity that makes an Account on the Site and makes an Order.

Client – can be any natural person over 18 years of age or legal person who has or obtains access to the CONTENT, through any means of communication provided by Rave Hood S.R.L. (electronically, telephone, etc.) or based on an existing user agreement between Rave Hood S.R.L. and him and which requires the creation and use of an Account.

User – any natural person over 18 years of age or legal entity registered on the Site, who, by completing the Account creation process, has agreed to the site-specific clauses in the General Terms and Conditions section.

Nickname – pseudonym by which a certain User / Customer / Buyer can add Content to the Site. The nickname is associated with the information on the Site of the User / Customer / Buyer under the name of "User Name".

Account – the section of the Site consisting of an e-mail address and a password that allows the Buyer to send the Order and contains information about the Customer / Buyer and the Buyer's history on the Site (Orders, tax invoices, Goods warranties, etc.). The User is responsible and will ensure that all information entered / provided when creating the Account is correct, complete and updated, regardless of the way in which the User has chosen to register (respectively by providing an email address and password or through third-party accounts such as Facebook, Google, or eMAG account, etc.).

Favorite – section of the Account that allows the Buyer / User to create Lists of Goods that he wishes to track for a possible purchase using the service offered by the Seller to track the Goods and Services by receiving Commercial Communications from him.

Site – the online store hosted at the web address ravehood.com and its subdomains.

Order – an electronic document that intervenes as a form of communication between the Seller and the Buyer through which the Buyer transmits to the Seller, through the Site, his intention to purchase Goods and Services from the Site.

Goods and Services – any product or service, listed on the site, including the Goods mentioned in the Order, to be provided by the Seller, to the Buyer as a result of the concluded Contract.

Campaign – the action of exhibiting for commercial purposes, a finite number of Goods and / or Services with a limited and predefined stock, for a limited period of time established by the Seller.

Contract – represents the distance contract concluded between the Seller and the Buyer, without the simultaneous physical presence of the Seller and the Buyer.

Continued

• all information on the Site that can be visited, viewed or otherwise accessed by using electronic equipment;
• the content of any e-mail sent to Buyers by the Seller by electronic means and / or any other available means of communication;
• any information communicated by any means by an employee / collaborator of the Seller, the Buyer, according to the contact information, specified or not by him;
• information related to the Goods and / or tariffs practiced by the Seller in a certain period;
• information related to the Goods and / or Services and / or tariffs practiced by a third party with whom the Seller has concluded partnership contracts, in a certain period;
• data relating to the Seller, or other privileged data thereof.

My Cart – section of the Account that allows the Buyer / User to add Goods or Services that he wants to purchase at the time of adding or at a later time; if the Goods or Services are not purchased at the time of adding by placing the Order, the Buyer / User will benefit from the service offered by the Seller to track the Goods and Services by receiving Commercial Communications from him.

Commercial Communications – means of periodical information, exclusively electronic, any type of message sent (such as: e-mail / SMS / telephone / mobile push / webpush etc.) containing general and thematic information, information on products similar or complementary to those you have purchased, information on offers or promotions, information on Goods and Services added to the "My Account / Cart" section or the "Account / Favorites" section as well as other commercial communications such as market research and opinion polls.

Transaction – collection or reimbursement of an amount resulting from the sale of a Good and / or Service by RAVE HOOD, to the Buyer, by using the services of the card processor agreed by the Seller, regardless of the delivery method.

Specifications – all specifications and/or descriptions of the Goods and Services as specified in their description.

Token – unique encrypted number associated with the Buyer's payment card after making an online payment, after activating the PaybyClick service and which can be used by the Buyer to authorize Transactions through the PaybyClick service.

"PRP" (or referred to as "RRP", as the case may be) is a recommended resale price of the Good transmitted directly by the producer and, where applicable, through the distributor, supplier, Seller, the Sale Price being independently determined by the Seller, according to its own commercial policy. The sole purpose of this information is to support the Buyer / Customer / User in the decision to purchase the Good. The Buyer / Customer / User understands that the less obvious marking of this information is not likely to cause confusion and that, in making the decision to purchase the Good, the Buyer / Customer / User must strictly consider the Sale Price communicated by the Seller and requested by the latter to the Buyer / Customer / User for the Sold Good.

Search algorithm - consists of two components: text relevance (score represented by matching the search term with the data of the Good) and popularity of the Good in the RAVE HOOD platform. Top Goods are reordered using a machine learning algorithm to improve search relevance. 

Legal documents

2.1. By registering an Order on the Site, the Buyer agrees with the form of communication (telephone or e-mail) through which the Seller carries out its commercial operations.

2.2. The notification received by the Buyer after placing the Order has an informative role and does not represent the acceptance of the Order. This notification is made electronically (e-mail) or by telephone.

2.3. For justified reasons, the Seller reserves the right to change the quantity of the Goods and / or Services in the Order. If he changes the quantity of Goods and / or Services in the Order, he will notify the Buyer at the e-mail address or telephone number made available to the Seller when placing the Order and will refund the amount paid.

2.4. The contract is considered concluded between the Seller and the Buyer at the moment of receipt by the Buyer from the Seller, by electronic mail and / or SMS of the notification of dispatch of the Order.

2.5. The document and information made available by the Seller on the Site will be the basis of the Contract, in addition to which is the warranty certificate issued by the Seller or a supplier thereof for the purchased Goods.

Online Sales Policy

3.1. Access to make an Order is allowed to any Customer / Buyer.

For justified reasons, Rave Hood S.R.L. reserves the right to restrict the access of the Customer / Buyer to place an Order and / or to some of the accepted payment methods, if it considers that - based on the conduct or activity of the Customer / Buyer on the Site - its actions could prejudice Rave Hood S.R.L. in any way. In any of these cases, the Customer/Buyer may contact RAVE HOOD's Customer Services Department to be informed of the reasons that led to the application of the above measures.

3.2. Communication with the Seller can be done through direct interaction with him or through the addresses mentioned in the "contact" section of the Site. The seller has the freedom to manage the information received without having to bring justifications for this.

3.3 In case of an unusually high volume of traffic coming from an Internet network, Rave Hood S.R.L. reserves the right to ask Customers / Buyers to manually enter captcha validation codes, in order to protect the information on the Site.

3.4. Rave Hood S.R.L. may publish on the Site information about Goods and / or promotions practiced by it or by any other third party with whom Rave Hood S.R.L. has concluded partnership contracts, within a certain period of time and within the available stock.

3.5. The tariffs related to the Goods and / or Services presented on the Site are generally expressed in the local currency of the country to which the Customer / Buyer belongs, but may also be expressed in another currency to which a conversion fee may be additionally added

3.6. In the case of online payments, the Seller is not / cannot be held responsible for any other additional costs incurred by the Buyer, including but not limited to currency conversion fees applied by the issuing bank of his card, if its issuing currency differs from the one in which the transaction is made. The responsibility for this action lies solely with the Buyer.

3.7 All information used to describe the Goods and / or Services available on the Site (static / dynamic images / multimedia presentations / etc.) does not represent a contractual obligation on the part of the Seller, these being used exclusively for presentation purposes.

3.8. After 14 (fourteen) days from the purchase of a Good or Service, the Buyer will be required to submit a Review related to the purchased Good or Service. The request will be sent to the email address registered by the Buyer in the Account. In this way, the Buyer contributes to informing other possible Users / Customers / Buyers on the Site and is actively involved in the development of new Services and in detailing as completely as possible the characteristics of the Goods.

Divestment and subcontracting

The Seller may assign and / or subcontract a third party for Services related to the fulfillment of the Order, with the information of the Buyer, without the consent of the Buyer. The Seller shall always be liable to the Buyer for all contractual obligations.

Right to intellectual and industrial property

5.1. The content, as defined in the preamble, including but not limited to logos, stylized representations, commercial symbols, static images, dynamic images, text and / or multimedia content presented on the Site, are the exclusive property of Rave Hood S.R.L., being reserved all rights obtained in this regard directly or indirectly (through licenses for use and / or publication).

5.2. The Customer / Buyer is not allowed to copy, distribute, publish, transfer to third parties, modify and / or otherwise alter, use, link to, expose, include any Content in any context other than the original intended by Rave Hood S.R.L., include any Content outside the Site, remove the signs that signify the copyright of Rave Hood S.R.L. on the Content as well as participate in the transfer,  selling, distributing materials made by reproducing, modifying or displaying the Content, except with the express written consent of RAVE HOOD.

5.3. Any Content to which the Customer / Buyer has and / or obtains access by any means, is subject to the Document, if the Content is not accompanied by a specific and valid user agreement concluded between Rave Hood S.R.L. and it, and without any implicit or express warranty formulated by Rave Hood S.R.L. with reference to that Content.

5.4. The Customer / Buyer may copy, transfer and / or use the Content only for personal or non-commercial purposes, only if they do not conflict with the provisions of the Document.

5.5. If Rave Hood S.R.L. grants the Customer / Buyer the right to use in the form described in a separate user agreement, certain content, to which the Customer / Buyer has or obtains access as a result of this agreement, this right extends only to that or those contents defined in the agreement, only for the period of its existence or these contents on the site or the period defined in the agreement,  according to the defined conditions, if they exist and do not represent a contractual commitment from Rave Hood S.R.L. for that Customer / Buyer or any other third party who has / obtains access to this transferred content, by any means and who could be or is harmed in any way from this content, during or after the expiration of the user agreement.

5.6. No Content transmitted to the Customer or Buyer by any means of communication (electronic, telephone, etc.) or acquired by him by accessing, visiting and / or viewing does not constitute a contractual obligation on the part of Rave Hood S.R.L. and / or the employee / agent of Rave Hood S.R.L. who mediated the transfer of Content, if any,  to that content.

5.7. Any use of the Content for purposes other than those expressly permitted by this Document or by the accompanying user agreement, if any, is prohibited.

Order

6.1. The Customer / Buyer can place Orders on the Site, by adding the desired Goods and / or Services to the shopping cart, and will complete the Order by making the payment in one of the ways expressly indicated. Once added to the shopping cart, a Good and/or Service is available for purchase to the extent that there is stock available for it. Adding a Good / Service to the shopping cart, in the absence of completing the Order, does not entail the registration of an order, implicitly nor the automatic reservation of the Good / Service.

6.2. By completing the Order, the Buyer agrees that all the data provided by him, necessary for the purchase process, are correct, complete and true at the time of placing the Order.

6.3. By completing the Order, the Buyer agrees that the Seller may contact him, by any means available / agreed by the Seller, in any situation where it is necessary to contact the Buyer.

6.4. The Seller may cancel the Order made by the Buyer, following a prior notification addressed to the Buyer, without any subsequent obligation of any party to the other or without any party being able to claim damages from the other in the following cases:

6.5. The Buyer has the right to withdraw from the Contract, respectively to return a Good or to give up a Service, within 14 calendar days, without invoking any reason and without incurring costs other than delivery.

Thus, according to GEO nr. 34/2014, the period of return of a Good or renunciation of a Service expires within 14 days from:

– the day on which the Buyer takes physical possession of the last Good – if the Buyer orders through a single order multiple products that will be delivered separately;

– the day on which the Buyer takes physical possession of the last Good or piece – in case of delivery of a product consisting of several lots or pieces,

6.6. If the Buyer decides to withdraw from the Contract, he will be able to fill in the return form online.

6.7. If the Customer / Buyer requests withdrawal from the Contract within the legal term of withdrawal from the contract, he must also return any gifts that accompanied the product. If the Order is paid, the Seller will refund the amount within a maximum of 14 (fourteen) days from the date of informing the Seller by the Buyer of his decision to withdraw from the Contract.

The amount will be returned as follows:

     6.7.1. for Orders paid by bank card -> by refund to the account from which the payment was made or by issuing an electronic voucher, at the Buyer's choice;

     6.7.2. for Orders paid with cash on delivery / iTransfer -> by bank transfer, by issuing an electronic voucher or in cash, at the Buyer's choice;

     6.7.3. for Orders paid by cash in the showroom -> by cash refund in the showroom, by returning the value of the product to the bank account sent by the customer or by generating a voucher with the value of the returned product.

6.8. The Seller may postpone the reimbursement of the amount until receipt of the sold Goods or until receipt of proof that they have been shipped, if he has not offered to recover the Goods himself (the latest date will be taken).

6.9. If a Good and / or Service ordered by the Buyer cannot be delivered by the Seller, the latter will inform the Customer / Buyer of this fact and will return to the Buyer's account the value of the Good and / or Service, within maximum 7 (seven) days from the date on which the Seller became aware of this fact or from the date on which the Buyer expressly expressed his intention to termination of the Agreement.

6.9.1 Information on product characteristics is available on the product pages on our Website. From a legal point of view, the content of the Site is not a proposal for a purchase contract, but a presentation of our offers. Therefore, if you place your order through our Site, your order will be placed on your order. constitutes an offer to purchase a product listed on this Site. Your order is followed by our acceptance, as described below.

6.9.2 The order can only be placed through our Website. To do this, you will go through a simple process, at the end of which you will confirm your order by pressing the "complete order" button. The button will clearly indicate that placing the order implies your obligation. payment. Before confirming your order, you are always informed of the total price to be paid and you will always have the opportunity to check and possibly correct your order.

6.9.3 After placing an order, you will receive an email confirming receipt and registration of your order. ("Receive Order / Confirmation"). This does not mean that this order has been accepted. As set out above, your order constitutes an offer to purchase by you a product listed on our Site. All orders are subject to acceptance by us. The contract between you and us will only be formed after our acceptance of your order. The contract will refer only to those products for which we have accepted the order placed by you, and we will send you an order acceptance confirmation by an email informing you that the product has been shipped ("Shipping Confirmation"). If we are unable to honor a contract due to insufficient stock of products, technical error or non-conformities found during the shipping process, we will inform you of this situation and refund the amounts paid by you for these products, if applicable, in accordance with the refund provisions in the section on your statutory withdrawal rights set out in these Terms of Supply,  within 7 days from the date on which you communicated to us your decision to terminate the contract.

GOODS / SERVICES for which the right of withdrawal is not ensured

7.1. The following are exempted from the right of withdrawal from the Contract:

     7.1.1. supply of Goods made to the specifications presented by the Buyer or clearly customized;

     7.1.2. supply of Goods that are likely to deteriorate or expire rapidly;

     7.1.3. supply of sealed Goods that cannot be returned for health protection or hygiene reasons and which have been unsealed by the Buyer;

Product categories with special conditions:

• Fashion (clothing, shoes, underwear and swimwear) - must be in exactly the same condition in which they were delivered, unworn, without stains or tears.
• Personal care products (cosmetics, personal care appliances) - for reasons of protecting the health of customers, these products cannot be returned unless they have not been used, unsealed or tested.

Privacy

8.1. Rave Hood S.R.L. will keep confidential the information of any nature you provide. The disclosure of the information provided may be made only under the conditions mentioned in this Document.

8.2. No public statement, promotion, press release or any other way of disclosure to third parties will be made by the Buyer / Customer regarding the Order / Contract without the prior written consent of the Seller.

8.3. By transmitting information or materials through this site, you give the Seller unrestricted and irrevocable access to them, the right to use, reproduce, display, modify, transmit and distribute these materials or information. You also agree that the Seller may freely use, in its own interest, this information, ideas, concepts, know-how or techniques that you have sent us through the Site. Rave Hood S.R.L. will not be subject to obligations regarding the confidentiality of the information sent, unless the legislation in force provides other specifications in this regard.

Commercial Communications

9.1. The Buyer / User may change at any time his option regarding the agreement given to the Seller for Commercial Communications containing general and thematic information, including information on offers or promotions, at any time, as follows:

9.2.1. by changing the settings in the Account in the "My subscriptions" section.

9.2.2. by accessing the unsubscribe link displayed in the Commercial Communications received from the Seller or.

9.2.3. by contacting the Seller.

9.2.4. Waiving the receipt of Commercial Communications does not imply waiving the acceptance given for this Document

9.3. By adding Goods to the Account section:

"My Cart", the Seller will send to the Buyer / User Commercial Communications regarding:

• when changing the price of the Goods or Services added to the "My Cart" section,
• to recommendations of Goods similar to those added in the "My Cart" section
• upon the existence of the Goods in the "My Cart" section and
• stock availability Goods

"Favorites", the Seller will send to the Buyer / User Commercial Communications regarding:

• when changing the price of Goods or Services added to the "Favorites" section,
• to recommendations of Goods or Services similar to those added in the "Favorites" section
• stock availability Goods

9.4. Following the purchase of a Good, the Seller will send to the Buyer / User Commercial Communications regarding:

• suggestions of Goods or Services recommended to be used in conjunction with the purchased Good or Service

The Customer / User may unsubscribe, at any time, from the Commercial Communications mentioned in point 9.3. above by accessing the unsubscribe link displayed in the commercial messages received from the Seller or by contacting the Seller in this regard.

Also, in order to improve the offer of Goods and Services and the purchasing experience, we will use your data to conduct market research and opinion polls. The information obtained from these market research and opinion polls will not be used by us for advertising purposes, but only for those mentioned above. Your responses to market research and opinion polls will not be associated with your identity, transmitted to third parties, nor will they be published. You may object to the use of data for market research and opinion polls purposes at any time by clicking on the unsubscribe link displayed in the message or by contacting the Seller.

Billing - Payment

10.1. The prices of the Goods and Services are displayed on the site ravehood.com according to the legislation in force.

10.2. The price, payment method and payment term are specified in each Order. The Seller will issue to the Buyer an invoice for the delivered Goods and Services, the Buyer's obligation being to provide all the information necessary to issue the invoice in accordance with the legislation in force.

10.3. The Seller will send to the Buyer the invoice related to the Order containing Goods and / or Services sold by Rave Hood S.R.L., as well as for any other payments related to the Order, exclusively in electronic format, by adding the invoice to the Buyer's Account or by electronic mail, to the e-mail address mentioned by the Buyer in his Account.

10.4. For a correct communication of the invoice related to the Order, the Buyer has the obligations to update whenever necessary the data in his Account and to access the information and documents related to each Order, existing in the Account.

10.5. Through this method of communication, the Buyer, accessing his Account, will have a record of the invoices issued by Rave Hood S.R.L., being able to save and archive them in turn at any time and in any way he wants.

10.6. By sending the Order, the Buyer agrees to receive invoices in electronic format by adding them by Rave Hood S.R.L. to his Account or by electronic mail, to the e-mail address mentioned in his Account.

10.7. If this information is unavailable for more than forty-eight (48) hours in your Account, please notify us in a message on the contact page.

 

10.8. The payment card data of the Customer / User / Buyer will not be accessible to Rave Hood S.R.L. nor will they be stored by Rave Hood S.R.L. or by the payment processor integrated into the Site, but only by the institution authorizing the Transaction or another entity authorized to provide card identification data storage services,  about whose identity the Customer / User / Buyer will be informed, prior to entering the data.

10.9. In certain cases, in order to maintain the security of the Transactions, when registering the Order, the Buyer will be asked to authorize the payment by re-entering the password related to the Account or using the fingerprint in the case of mobile terminals that have this facility.

10.10. For reasons of transaction security, the Customer / User / Buyer is advised not to remain logged in to the Site and not to set the automatic login option on mobile devices. Sharing your account password is not permitted and it is recommended to use a strong security password (e.g. contain at least eight characters, including uppercase letters, lowercase letters, numbers, and special characters).

Delivery of goods

11.1. The Seller undertakes to deliver the Goods in door-to-door courier system to the Buyer or through the carriers' boxes, according to the Customer's option.

11.2. The Seller will ensure the proper packaging of the Goods and will ensure the transmission of the accompanying documents.

11.3. The Customer is solely responsible for the payment of any customs duties, import taxes, brokerage fees, VAT, or any other charges imposed by the destination country. Payment of such charges is an essential contractual obligation required to complete the delivery of the order.

Failure or refusal to pay such charges, or refusal to accept delivery for any reason related to such charges, shall constitute a breach of the customer's contractual obligations and shall render the order ineligible for cancellation, return, or exchange initiated by the customer.

If the shipment is returned to the Seller as a result of the customer's failure or refusal to fulfil these obligations, the Seller reserves the right to reject any refund request, or to issue a partial refund after deducting all costs incurred, including but not limited to outbound shipping costs, return shipping costs, customs duties, brokerage fees, storage charges, handling costs, payment processing fees, and any other expenses resulting from the customer's failure to complete the delivery.

 Guaranteed

12.1. All Goods sold by Rave Hood S.R.L., except for those resealed, benefit from warranty conditions in accordance with the legislation in force and the commercial policies of the producers. The goods are new, in original packaging and come from sources authorized by each manufacturer.

12.2. In the case of Goods sold and delivered by Rave Hood S.R.L., warranty certificates are issued directly by the manufacturer.

12.3. For a correct communication of the warranty certificate related to the Good in the Order, the Buyer has the obligations to update whenever necessary the data in his Account and to access the information and documents related to each Order, existing in the Account.

Through this method of communication, the Buyer, accessing his Account on ravehood.com will have a record of the warranty certificates issued by Rave Hood S.R.L., being able to save and archive them in turn at any time and in any way he wants.

If this information is unavailable for 48 (forty-eight) hours in the customer account, please notify us by sending a message on the contact page.

The lack of the warranty certificate of the Good must be reported within 48 (forty-eight) hours from the receipt of the goods by a message on the contact page. Any subsequent referral will not be considered.

12.4. In the case of resealed Goods, the warranty certificate is issued by Rave Hood S.R.L., and the warranty may cover a different period than the warranty period of the same new, sealed Good. The warranty period is specified in the warranty certificate for each resealed Good. The conditions of use, handling and transportation of a resealed Good are the same as those of sealed products and benefit from the same services unless otherwise stipulated on the product page.

Transfer of ownership of property

The ownership of the Goods will be transferred upon delivery, after payment from the Buyer at the location indicated in the Order (meaning delivery – signing the receipt of the transport document provided by the courier or signing the receipt on the fiscal invoice in the case of deliveries made by the Seller's staff).

Liability

14.1. The Seller cannot be held responsible for damages of any kind that the Buyer or any third party may suffer as a result of the Seller's fulfillment of any of its obligations under the Order and for damages resulting from the use of the Goods and Services after delivery and in particular for their loss.

14.2. By creating and using the Account, the Customer / User / Buyer assumes responsibility for maintaining the confidentiality of Account data (user and password) and for managing access to the Account, and, to the extent permitted by applicable law, is responsible for the activity carried out through his Account.

14.3. By creating the Account and / or using the Content and / or placing Orders, the Customer / User / Buyer expressly and unequivocally accepts the Terms and Conditions of the Site in the latest updated version that is communicated within the Site, existing on the date of creating the Account and / or using the content and / or on the date of placing the Order.

14.4. After creating the Account, the use of the Content is equivalent to accepting the changes made to the Terms and Conditions of the Site and / or updated versions of the Terms and Conditions of the Site.

14.5. The Terms and Conditions of the Site may be modified at any time by Rave Hood S.R.L., which are opposable to Customers / Users / Buyers from the date of posting on the Site. Acceptance of the Terms and Conditions of the Site is confirmed by checking the appropriate checkbox on the Site and / or by sending the Order and / or by making an online payment.

Processing of personal data

Please read the Privacy Policy that forms part of this Document.

Use of cookies

Please read the Cookies Policy, which is part of this Document.

Major force

17.1. Neither party shall be liable for non-performance of its contractual obligations, if such failure to perform on time and / or properly, in whole or in part, is due to a force majeure event. Force majeure is the unpredictable event, beyond the control of the parties and which cannot be avoided.

17.2. If within 15 (fifteen) days from the date of its occurrence, the respective event does not cease, each party will have the right to notify the other party of the full termination of the Contract without any of them being able to claim damages from the other.

Applicable Law – Jurisdiction

18.1. This document is subject to Romanian law. In case of possible disputes between the Seller and Users / Buyers, they will first try to solve them amicably. This chapter and the procedure below represent a proof of the Seller's availability to solve quickly, efficiently, amicably, alternatively, extra-judicially, the notifications / complaints / disputes in which it is a party, using all the mechanisms and legal measures applicable in Romania.

18.2. Thus, for notifications or complaints related to the purchased Good and / or Service, Buyers have at their disposal at any time the possibility of submitting that complaint through the support form available on the Site. The maximum term for solving complaints or notifications by the Seller is 30 calendar days from the date of their receipt.

If Buyers:

• do not receive an answer at the expiration of 30 days from the Seller; or
• receive a reply beyond this deadline from the Seller; or
• are dissatisfied with the manner in which the notification / complaint was handled by the Seller;

may resort to alternative resolution procedures (ADR / ODR) presented below and subsequently to the competent courts of law according to art. 18.7 of this document.

18.3. ADR is an alternative mechanism to the judicial system, through which consumers are offered the possibility to solve potential disputes when faced with a problem related to the purchase of a Good and / or a Service. Thus, complaints or complaints against traders will be submitted voluntarily by consumers and will be resolved in an independent, impartial, transparent, fast and fair manner. Access to this alternative solution method can be done both online according to point 19.5 below, as well as by classical methods, on paper or on another durable medium according to art. 19.4. below.

18.4. In order to solve disputes alternatively, the Buyer's notification or complaint may be submitted in writing directly to the Alternative Dispute Resolution Directorate of the National Authority for Consumer Protection to the following contact details: address: Bucharest, Bulevardul Aviatorilor nr. 72, sector 1, postal code 011865, tel: 021.307.67.69; fax: 021.314.34.62, e-mail: dsal@anpc.ro. The Alternative Dispute Resolution Directorate of the National Authority for Consumer Protection is competent to alternatively resolve national and cross-border disputes arising from sales contracts or service contracts concluded with a trader operating in Romania and is included in the list of ADR entities at European level, available at the following link: https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2". For even more details, Buyers can access the link displayed on the site in the ANPC - HALL section.

18.5. Having regard to the provisions of Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, the User/Buyer has the possibility to opt for out-of-court settlement of potential disputes, also by using the European online dispute resolution platform (ODR platform),  digital tool created by the European Commission to facilitate the independent, impartial, transparent, effective, fast and fair out-of-court resolution of disputes concerning contractual obligations arising from online sales or service contracts between a consumer residing in the European Union and a trader established in the European Union. In this regard, the existing link can be accessed in the section: Online Dispute Resolution.

18.6. ADR and ODR are not two different mechanisms for solving possible referrals / complaints. The buyer understands that alternative dispute resolution and online dispute resolution subsist as a single mechanism, representing one and the same instrument existing between them an identity of purpose, object and purpose. The buyer understands that the distinction between ADR and ODR respectively is represented by the method of access / initial format of the respective notification / complaint, so that in the case of ADR the form of address of the consumer is a classic type, in writing (by email, by post) on which in the case of ODR, the consumer chooses to use the filling in of an existing form on a digital platform,  exclusively online.

18.7. If amicable or alternative settlement of notifications / complaints / disputes will not be possible, or a mutual consensus will not be reached, they will be settled by the competent Romanian courts in Bucharest.