Delivery Policy for Products
This is our delivery policy for products purchased from www.casutacalatorului.ro. Please read the following information carefully to understand the delivery process and terms.
Delivery Process
Order Placement: After you have placed an order on our website and completed the payment process, your order will be processed as soon as possible.
Order Confirmation: You will receive an automated order confirmation to the email address provided during the purchase process. Please review the order details and contact us immediately if you notice any discrepancies.
Processing and Packaging: Your products will be carefully selected, prepared, and packaged for delivery. We strive to ensure that each product is in perfect condition before it is shipped.
Shipment and Delivery: Orders are shipped using reliable courier services or other specified delivery methods. You will receive a tracking number and delivery information via email so you can track the status of your order.
Delivery Timelines
Processing Time: The order processing time varies depending on the product and its availability. Generally, your order will be prepared for shipment within 1-3 business days from the date of order placement.
Delivery Time: The delivery time may vary depending on your location, the chosen delivery method, and product availability. Please refer to the estimated delivery time when completing your order.
Delays: In some cases, unforeseen delays may occur due to weather conditions, logistical issues, or other factors. We will actively inform you of any significant delays.
Delivery Cost
The delivery cost will be calculated during the order process and may vary based on the weight, dimensions, and destination of the products. The exact cost will be displayed before completing the order.
Delivery Destination
We deliver our products to all over Romania. Please check the availability of delivery service in your area before placing an order.
Delivery Confirmation
After your order has been successfully delivered, you will receive a delivery confirmation notification via email. If you have any questions or issues regarding your delivery, please contact us immediately for assistance.
Delivery Addresses
Please ensure that you provide the correct and complete delivery address during the order process. We are not responsible for deliveries to incorrect or incomplete addresses provided by you.
Delivery Issues
If you notice any issues, damages, or defects with the delivered product, please contact us as soon as possible. We will take the necessary steps to resolve the issue promptly.
This is our delivery policy, and we will make every effort to ensure a pleasant and hassle-free shopping experience for you. Thank you for your trust and for choosing our products.
Complaints and Returns Procedure for Products
This is our policy regarding complaints and returns for products purchased from www.casutacalatorului.ro. Please read the following information carefully to understand how you can file a complaint or return a product.
Complaints
To submit a complaint about a received product, please follow these steps:
- Complaints can only be registered via email at the following address: admin@casutacalatorului.ro within a maximum of 24 hours from receiving the package.
- Please attach high-quality and relevant photos that illustrate the reported issue. These photos should reflect the condition of the product as received, without any further modifications (such as replanting plants or altering containers).
- If you have picked up the products from our location, you can inspect them at the time of pickup. Due to the perishable nature of our products, we cannot accept subsequent complaints.
Returns for Products
Please note that only non-perishable products delivered by courier (distance purchases) can be returned, and only if they are in the same condition as you received them. Products picked up from our location or those delivered by our personnel cannot be returned.
Products that Cannot be Returned
We cannot accept returns for perishable products, used materials, containers/pots, fertilizers, sprays, substrates, or other opened products. Additionally, products purchased or custom-imported (plants or containers) or custom-made finished products (bouquets, arrangements, etc.) cannot be returned.
Return Policy
According to Emergency Ordinance 34/2014, the right to return applies only to consumers, defined as individuals or groups of individuals established in associations, as defined by the law.
Resolution Time
We strive to resolve any issues as quickly as possible. The average response time is 1-5 business days.
Returns for Perishable Products
Perishable products such as plants, flowers, or other plant arrangements (terrariums) do not have a legal right of return. However, in exceptional situations, we can accept a return only with our written agreement via email. The procedure for such returns is detailed below:
- The consumer must send an email request within 24 hours of receiving the package, accompanied by detailed arguments and relevant photos that highlight the reported issue.
- Our team will investigate the issue, including reviewing surveillance camera recordings.
- The consumer will receive a written decision from us, confirmed via email, regarding the approval or rejection of the return.
- If the return is approved, the consumer must send the products back within a maximum of 2 business days from receiving the response to the address specified, via courier. The cost of transportation will be borne by the customer.
- The consumer is responsible for properly packaging the returned product and ensuring its initial condition upon delivery to our location.
- The value of the returned product will be fully refunded via bank transfer within 14 calendar days from our acceptance of the return.
Returns for Non-Perishable Products
Non-perishable products can be returned according to the following procedure:
- According to Emergency Ordinance 34/2014, consumers have the right to withdraw from the purchase within 14 calendar days from the date of physical possession of the product if the product is non-perishable.
- To initiate such a return, the consumer must send an email request that notifies the termination of the contract and requests the refund of the amount paid, specifying the bank account and bank where the funds should be returned.
- Products must be sent back within a maximum of 14 calendar days from receiving the order, via courier, to the specified address. The cost of transportation will be borne by the customer.
- The consumer is responsible for proper packaging of the returned product and delivering it in its initial condition to our location.
- The value of the returned product will be fully refunded via bank transfer within 14 calendar days from our acceptance of the return.
Rejected/Unaccepted Products
Returns that are rejected or not picked up by customers from our location within 3 business days will be considered abandoned and will be managed accordingly.
Warranty of Conformity
For our perishable products, the legal warranty of conformity does not apply, given the perishable nature of our products and the custom-made products.
However, we are open to discussing and resolving any issues reported by customers regarding our products!