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. Product delivery
After completing the order through the online store, products in stock (excluding electronically licensed products, they are delivered exclusively through the courier service offered by companies or by national mail. Please check twice if the address Delivery provided by you is correct.
The products in stock are delivered to the courier within a maximum of 1 working day, from the order confirmation. For the rest of the products that are not in stock, the delivery takes place at the deadline agreed with the customer.
All products are new and delivered in the original packaging of the manufacturer. Upon delivery, the products will be accompanied by the original accessories (if applicable) of the Warranty Certificate and the Fiscal Invoice. Sometimes, as the case may be, the Warranty Certificate, Fiscal Invoice, as well as additional information about the installation and configuration of the product (if applicable), will be sent by e-mail. 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.
Sometimes, depending on the case, the Warranty Certificate is provided directly by the manufacturer and is inside the original packaging with which the product was delivered.
If you have not received the Guarantee Certificate and / or the Fiscal Invoice upon delivery of the order or by e-mail, please contact us urgently.
In case of online payment by card or payment order, the delivery of the products to the courier is made within a maximum of 1 working day from the confirmation of collection. In case of cash on delivery, the delivery of the products to the courier is made within a maximum of 1 working day.
Shipping charges are not included in the price of the products, they depend on the weight of the package and the destination.
In the case of courier deliveries, it is recommended that after receiving the order, the product (s) or packaging be checked for physical defects caused by transport. It is recommended that the verification be made as soon as possible after receiving the order (maximum 24 hours), and the notification made within 24 hours from receipt to the e-mail address: firstname.lastname@example.org The notification must contain information about the order , about the condition of the product and 3-5 pictures of the product / packaging showing any problems (damage, non-compliance). Notifications made later than 24 hours from the receipt of the order will not be taken into account.
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.
NOTE: Delivery delays may occur due to: out of stock in the store, internal technical problems or external factors. The delivery time may be extended in such situations up to a maximum of 30 calendar days.
2. Delivery of electronically licensed products
After completing the order through the online store, in the case of products with electronic license (cd-key, activation code, etc.), they are delivered exclusively by e-mail and are not stored on our server. Please double-check that the email address you provided is correct.
The electronic license (cd-key, activation code, etc.), the address where the purchased product can be downloaded online, as well as additional information about the installation and configuration of the product (if applicable) and the tax invoice will be sent by e-mail.
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.
If you have not received the electronic license by e-mail, please contact us immediately.
Regardless of the payment method used, the delivery of electronic licenses is made within a maximum of 24 hours from the confirmation of receipt. Usually, but not always, electronically licensed products can be used without the introduction of the license for a period ranging from 1-10 days, so in such cases, the product can be used immediately by the customer, it is not affected by the time interval until the time of receipt of the electronic license.
3. Delivery methods
3.1 Delivery by express courier
Using the service offered by express courier companies, the products reach you within an average of 2 working days for deliveries in Romania and within an average of 3 working days for deliveries outside Romania. If payment has been opted for by payment order, this period shall be calculated after confirmation of payment of the order.
The delivery of the orders on the Romanian territory is done through the express courier company, Fan Courier. In the coverage area of the courier company, the tariff is:
- 5 euro (includes VAT) for the first kg / destination
- 1.2 euro (includes VAT) for each additional kg
For orders over 250 euro, you benefit from FREE TRANSPORT on the Romanian territory (strictly in the coverage area of the Fan Courier courier company).
If the delivery is made outside the coverage of the courier company Fan Courier, an additional cost of 0.3 euro (VAT included) is applied for each km made in one direction.
The complete list of localities for which no additional kilometers are charged can be consulted here: Fan Courier
If the delivery is made with cash on delivery, an additional cash refund fee of 5 lei (VAT included) / order is added. This rate does not apply if payment is made in advance on the basis of a proforma invoice.
3.2 Delivery by national post office
Using the service offered by the national post office, the products reach you within an average term of 5 working days for deliveries on the Romanian territory and within an average term of 45 working days for deliveries outside the Romanian territory. If payment has been opted for by payment order, this period shall be calculated after confirmation of payment of the order.
NOTE: The courier service provided by the national post office does not offer direct delivery to the customer, but requires the customer to pick up the order from a local national post office.
The delivery of orders both on the Romanian territory and outside the Romanian territory, which is done through the national post office, has a variable tariff that depends on the recipient's location and the size/weight of the package. This rate will be calculated and displayed in the ORDER FINISH process if the delivery option is chosen by national mail.
4. OPEN PACKAGE ON DELIVERY option
At Hekates.com you can open the package and check if the ordered products are in perfect condition before paying. This option is valid for both individuals and legal entities. This service is chargeable and in order to benefit from it, the customer must select the option: "PACKAGE CHECK" (in the shopping cart) when placing the order.
Through this service, we offer customers the opportunity to check the condition of the delivered product. This service does not give you the option to test / test the product.
The option "OPEN PACKAGE ON DELIVERY" is strictly valid for deliveries in Romania.
If the "PACKAGE OPENING ON DELIVERY" option is active on the AWB (transport note) of the package and the courier does not want to perform this service (citing various reasons), please refuse the order and we will take the situation and we are investigating why this service was not performed.
If after opening the package you find that the ordered product is not in perfect condition and shows signs of impact or other aesthetic problems, please decline the order. In case of refusal of the order, you must complete a Minutes of Finding, in the presence of the courier. The Finding Minutes can no longer be completed after the courier leaves.
If you paid online or with a payment order and after opening the package you decided to return the product, the amount paid will be refunded to the account from which the payment was made and strictly after the package arrives in Hekates.com (S.C. Smart Axis s.r.l.).