All the rules and conditions of operation and use of the Hekates.com (S.C. Smart Axis s.r.l.) online store are in accordance with the laws in force in Romania.
1. Give up buying
Products purchased at a distance can be returned according to the law of distance trade (O.U.G. 34/2014 with subsequent amendments). The Consumer* has the right to notify the trader in writing that he renounces the purchase, without penalties and without invoking a reason, within 14 calendar days of receipt.
The provisions of O.U.G. 34/2014 apply only to the Consumer* defined as any natural person. Distance contracts concluded according to art. 16 of O.U.G 34 are exempted from the right of withdrawal.
The Consumer* informs Hekates.com (S.C. Smart Axis s.r.l.) of the decision to withdraw from the contract, before the expiry of the withdrawal period, by means of a withdrawal request / declaration (return request) which must contain:
- buyer data: name and surname, telephone, e-mail address used to order;
- invoice number and date of issue of the invoice for the purchased product;
- the name and number of pieces for the products to be returned
- IBAN account data where the value of the products will be refunded (the bank account holder must be identical to the invoice holder).
The return request will be sent by e-mail to: firstname.lastname@example.org
Hekates.com (S.C. Smart Axis s.r.l.) will send the consumer by e-mail, the confirmation of receipt of the return request, within a maximum of 2 working days. Because this e-mail is transmitted automatically, sometimes the e-mail may be misinterpreted by antivirus programs or the e-mail client used, thus being stored in SPAM or JUNK. Please check if the email has been entered in SPAM or JUNK.
The conclusion of the contract takes place at the time of issuing the tax invoice and not at the launch of the order or the issuance of the automatic confirmation of its receipt.
The return of the products will be made without undue delay, at the customer's expense, within a maximum of 14 calendar days from the termination of the contract. The return will be made only through a courier company (it is recommended to use the same transport service used to receive the products) at the address indicated in the message confirming receipt of the return request. It is recommended to return the products with the package check option.
The returned product must be in the same condition in which it was delivered (in the original packaging with all accessories, with the labels intact and the documents that accompanied it). Products that show physical changes, blows, shards, scratches, shocks, traces of excessive use and / or unauthorized interventions, defects, malfunctions, etc. are not accepted for return. If several products of the same type have been purchased and you want to return them all, make sure that only one has been unsealed. Returns of other products are only accepted if they are sealed.
Hekates.com (S.C. Smart Axis s.r.l.) will reimburse the amounts it has received as payment from the customer strictly to the bank account from which the customer made the payment. If that bank account is no longer valid, the customer will provide a new bank account and proof that he is the holder of that bank account. No cash is refunded. Payment will be made within a maximum of 15 working days from the date of information by the customer on his decision to cancel the purchase and only after receipt and verification of the returned product. The amount reimbursed does not include transport costs. Bank transfer fees are borne by Hekates.com (S.C. Smart Axis s.r.l.).
The customer is only responsible for the diminution of the value of the products resulting from their handling, different from what is necessary to determine the nature, characteristics and operation of the products. In order to determine the nature, characteristics and operation of the goods, the customer should handle and inspect them in the same way as he would be allowed to do in a store.
2. Return of products (other than waiver of purchase)
In addition to the provisions of O.U.G. 34/2014, the customer has the right to return the ordered product in the situations presented below.
You can request the return of products in the following cases:
2.1 The delivered product does not meet the specifications on the site
You can request a return of the product for replacement or a full refund (if the product is no longer available).
2.2 Non-functional product in the first 48 hours (2 working days) from the reception
If the purchased product has been delivered malfunctioning or has manufacturing defects, it will be replaced with a functional product, following written notification (email: email@example.com) within 48 hours of receiving the product.
2.3 Product in damaged package
For products whose packages show visible damage upon receipt by courier, we recommend that you refuse to receive them. For proof, the package can be photographed and a report can be drawn up together with the representative of the courier company stating the condition of the package at the time of delivery.
2.4 Wrongly delivered products
If a product other than the one ordered was delivered.
3. Return procedure
The return costs for the situations presented above (not in the case of giving up the purchase) are borne by Hekates.com (S.C. Smart Axis s.r.l.) with the mandatory condition of using the same courier company that delivered the product.
Return requests are notified by email to firstname.lastname@example.org within a maximum of 48 hours of receiving the product.
The return of the products will be made by courier, at the address that will be communicated to you in the confirmation of receipt of the return request.
4. Return conditions
If a consumer exercises his right of withdrawal after using the goods to an extent that exceeds the limit necessary to establish the nature, characteristics and mode of operation of the goods, the consumer shall be liable for any reduction in the value of the goods.
Unaccepted actions that lead to a decrease in the value of the returned product or loss of the right of withdrawal:
- using the products in any other way than testing by turning the device on / off;
- breaking seals and labels;
- breaking or damaging the original packaging (original packaging is an integral part of the product);
- scratching, soiling, staining, impregnation of products with external substances;
- unsealing consumable accessories (eg ink cartridges, toner, etc.);
- unsealing or installing software licenses.
The accessories (user manuals, CDs, cables, etc.) in the product box as well as its original packaging are an integral part of the product. As a result, when you return a product you have the obligation to return it with the original packaging undamaged, protected by wrapping with foil for stretch plastic packaging or packed in a cardboard box (without labels glued on it, without cuts, tears, etc.) and together with all its accessories.
The value of the used products, with traces of wear (stains, scratches, bends, cracks, blows, etc.) is accepted return only after bringing them into conformity, involving the costs of sanitation, cosmetology, repair, replacement of any damaged parts and repair for sale as a Refurbished product. The final value is determined according to the value of the parts to be replaced and the reconditioning work or as the difference between the initial value of the new product and the resale value of the used product.
The value of products with damaged original packaging (wrinkled and/or torn and/or cut and/or perforated and/or wet and/or with traces of labels, adhesive tape, pen, marker, etc.) decreases with the value of compliance.
The value of products with the original packaging missing or incomplete (for example: safety brackets, protective elements made of cardboard or polystyrene, etc.) is reduced according to the value of compliance.
Any change in the condition of the products or damage to their original packaging that makes it impossible to sell the product as new, automatically leads to the application of return procedures subject to taxes to return the products to the condition in which they were delivered.
The reduction is applied between 10% -90% of the initial value of the product. The reduction fee will be communicated to the customer upon receipt of the modified products.
The returned product must be accompanied by the original Warranty Certificate, if issued by the manufacturer / distributor, except for the warranty certificates issued in electronic format.
If the returned products were accompanied by any bonuses/gifts, they must also be returned. Otherwise, their value decreases from the value of the return.
If several products of the same type have been purchased and you want a return for all of them, please make sure that only one has been unsealed. Returns of other products are only accepted if they are sealed.
The following product categories can ONLY be returned sealed:
- Software, audio or video products on material support
- Consumables (filters and filter cartridges, refill cartridges, batteries, printer cartridges, office accessories and stationery, etc.);
- Warranty extensions;
- Office and stationery;
- If you have bought several products of the same kind and you want to return them all, only one of the products can be unsealed, the rest of the products can only be accepted if they are sealed.
These limitations apply according to O.U.G. 34/2014 art. 16.
Excluded products, no right of return:
- Products made to the specifications presented by the consumer or clearly customized;
- Products brought into stock following a special firm order and advance payment cannot be returned;
- Products likely to deteriorate or expire quickly;
- Unsealed consumables related to any category of products in the offer;
- Products that are, after delivery, according to their nature, inseparably mixed with other elements;
- Sealed audio, video, or computer recordings that have been unsealed;
- Digital content that is not delivered on a material medium (eg software, audio material, video material, digital books and documents, etc.);
- Electronic licenses, PrePay cards, subscriptions.
These exceptions apply according to Art. 16 of the O.U.G. 34/2014.
Return conditions in case of company (economic operators**)/customers who do not meet the conditions regarding the quality of consumer* (According to Law 449/2003, Art. 2 Letter a):
- The delivered product does not meet the specifications on the site;
- Non-functional product in the first 48 hours (2 working days) from the receipt of the product;
- Product in damaged package;
- Wrong delivered product;
- The returned product must be sealed;
- The product must fall into the category of products accepted for return and meet the conditions for return.
The return procedure in case of legal persons (economic operators**) / customers who do not meet the conditions regarding the quality of consumer* is subject to the return rules presented above.
5. Final terms
We reserve the right to apply a penalty or refusal in the case of products that do not meet the above conditions or with a return period exceeded.
The consignor is fully responsible for the correctness of the data entered on the transport document (AWB), as well as for the correct packaging and labeling of the packages.
The packages sent by the sender must be packed in a way that protects the product from the factors that can lead to its deterioration during transport (it is recommended to use safety elements (eg polyester, cardboard, air bubble foil, etc.). It is also recommended that the package be packed in such a way that it corresponds to the weight, shape and nature of the contents and to the mode and duration of transport.The packaging must protect the contents so that it cannot be damaged by pressure or successive handling. , made of cardboard boxes, plywood, wood, plastic filled with polystyrene.
In order to avoid the rejection of damaged packages and to check the integrity of products and accessories, we recommend that the return be made with the possibility of checking the package at the reception.
If the package is suspected of damage or fraud and cannot be checked in the presence of the courier (in the absence of the package check option) it will be returned to the sender, then the report will be concluded in the presence of the delivery agent.
The term of analysis of a request for withdrawal from the contract may vary between 5 - 10 working days from receipt of the product but will not exceed the legal deadline for reimbursement of value in accordance with applicable law.
Returns by express courier or mail will not be refunded. The return of the amounts paid will be made later, strictly by bank transfer.
In order to request possible compensations from the courier company, you can check the integrity of the returned product in the presence of the courier agent and we recommend that you request the conclusion of a finding report.
According to Law 449/2003, art. 2 Lit a:
*Consumer - any natural person or group of natural persons constituted in associations, who, within the contracts covered by this law, act for purposes outside its commercial, industrial or production activity, artisanal or liberal.
**Any economic operator registered with ANAF on the basis of a CUI / CIF except for non-profit organizations or associations made up of non-profit individuals (eg tenants' associations).