Withdrawal notices should be sent to admin@outletaz.com. Returned parcels must be sent only after receiving the practical return instructions and must be addressed to [RETURNS ADDRESS].
1. The 14-day right of withdrawal
A consumer may withdraw from an eligible distance contract within 14 calendar days without giving a reason. For goods, the period generally begins when the consumer or a nominated third party receives the goods. Special rules apply where an order contains several goods delivered separately or in multiple lots.
2. How to exercise the right
The consumer must send an unequivocal statement before the withdrawal period expires. The notice should identify the customer, order, goods and preferred contact details. A standard withdrawal form may be used but is not mandatory.
3. Returning the goods
After notifying withdrawal, the consumer must send back or hand over the goods without undue delay and no later than 14 calendar days from the notification. The consumer normally bears the direct cost of return unless the seller agreed to bear it or failed to provide the required information.
4. Condition and handling
The consumer may inspect and handle the goods only as necessary to establish their nature, characteristics and functioning, in the same manner as would reasonably be permitted in a physical shop. The consumer may be responsible for diminished value caused by handling beyond that level.
Where reasonably possible, goods should be returned with accessories, manuals, certificates and protective packaging. Missing packaging alone does not automatically remove the statutory right, but actual loss of value may be assessed lawfully.
5. Refund timing and method
The seller reimburses eligible payments, including the standard delivery charge, without undue delay and no later than 14 calendar days from being informed of the withdrawal. The seller may withhold reimbursement until the goods are received or until the consumer supplies evidence of return, whichever occurs first.
The refund is made using the original payment method unless another method is expressly agreed and does not generate fees for the consumer. Extra delivery costs resulting from a more expensive delivery method chosen by the customer are not refundable beyond the standard delivery cost.
6. Statutory exceptions
The right of withdrawal may not apply in the cases listed by Romanian law, including goods made to the consumer’s specifications or clearly personalised; sealed goods unsuitable for return for health or hygiene reasons once unsealed; goods that deteriorate or expire rapidly; sealed audio, video or software products once unsealed; and digital content supplied without a tangible medium after performance begins with the consumer’s prior consent and acknowledgement.
7. Defective or non-conforming goods
A return based on withdrawal is different from a conformity claim. Where goods are defective or do not conform to the contract, the consumer may request the statutory remedies described in the Warranty & Conformity page, without being limited to the 14-day withdrawal period.
8. Business customers
The statutory consumer withdrawal right applies to natural persons acting outside their trade, business or profession. Returns requested by companies or professional customers are governed by the sales contract and any separate commercial return policy agreed with the seller.