WARRANTY AND RETURN

Brief information:

  • The products have a guarantee;
  • Products can be returned in 14 days;
  • The customer sends the returned goods at his own expense;
  • Refunds will only be made by bank transfer within 14 calendar days;
  • Goods offered as a set should be returned in full;
  • Special order and intimate products cannot be returned;
  • The returned product cannot be damaged or show signs of use, except for those resulting, for example, from the need to sample the goods or otherwise check them;
  • It is not possible to exchange the returned goods for another;
  • www.naturatex.eu has the right to choose its customers;

PRODUCT WARRANTY

The products sold on the website www.naturatex.eu come from our own production, sources authorized by the producers or directly from the producers and benefit from a national guarantee.

In the case of legal entities (they do not have consumer status) the warranty period is:

  • Consumer products – 30 days (clothes, jewelry, personal items);
  • Long-term products have a 12-month warranty;

CONSUMER PRODUCTS

The warranty terms and conditions are in accordance with the legal provisions: Government ordinance no. 21 / 1992 on consumer protection, law no. 449 / 2003 regarding the sale of products and their associated guarantees.

LONG-LASTING PRODUCTS (pieces of furniture, decoration, etc.) are complex products, built from parts and sub-assemblies, designed and built to be used during the average period of use and on which repairs or maintenance activities can be carried out (parts of furniture, decoration)

Warranty certificates are issued only for long-term products. The deadline for bringing products into compliance is a maximum of 30 days.

In the case of warranty certificates issued by the manufacturer or importer, the products benefit from the manufacturer’s warranty. Products with physical defects such as: material cuts, fraying, food, drink or cosmetic defects, chemical discoloration, knocks, cracks, chips, burnt components/parts, etc., damaged warranty labels or seals are not covered by the warranty. , removed or modified, products used in inappropriate conditions (improper maintenance, washing or ironing, centrifugation, subject to large variations in temperature and pressure, mechanical shocks, incorrect handling, use of products in conditions of humidity, dust, nox or under the action of chemical substances , etc.). The warranty for products accompanied by a warranty certificate issued by the manufacturer/importer is also settled under the conditions specified in this document. To grant the guarantee, it is necessary to keep the original guarantee certificate.

www.naturatex.eu is responsible for the legal guarantee of compliance, as a seller according to the legal provisions. If the average duration of use of a product is less than 2 years, the guarantee of conformity is reduced to that period.

The Terms and Conditions of the guarantee are in accordance with the legal provisions: Government ordinance no. 21 / 1992 on consumer protection, law no. 449 / 2003 on the sale of products and their associated guarantees. The warranty period is mentioned in the certificate issued by the manufacturer/importer and begins to decrease from the date entered in the purchase invoice. This period is also confirmed by the guarantee certificate related to the fiscal invoice issued by www.naturatex.eu.

The duration of the warranty period is extended by the time elapsed from the date on which the product was handed over to the customer.

The maximum resolution period is 15 calendar days from the date on which the buyer, as the case may be, informed the seller of the lack of conformity of the product or handed over the product to the seller or to the person designated by him on the basis of a handover-handover document. After bringing the product into compliance, it can be picked up directly at the address mentioned as the collection point for defective products, or you can ask for it to be sent by courier.

Post-warranty repairs can take between 10 – 90 days.

Bringing it into compliance can be done by: repairing the product; partial or complete replacement of the product; replacement with products with performance at least similar/equal to that of the product that cannot be repaired or replaced with the same model; returning the value of the product in the situation where repair or replacement is not possible;

Customer Responsibilities

The warranty conditions do not apply to problems or damages caused by the customer or in circumstances such as, but not limited to the following:

  • the product has been tampered with, repaired and/or modified by unauthorized personnel;
  • the product has physical defects: cuts, stains, burns, bumps, cracks, chips, rust or shows traces of use in inappropriate conditions;
  • the maintenance icons were not respected.

Procedure for sending products under warranty for products purchased from www.naturatex.eu

The products brought or sent to the attention of the return department must be complete, contain all the accessories (we recommend that they be brought/sent in the original packaging or a suitable packaging) and accompanied by a copy of the tax invoice of purchase or receipt, of the certificate original warranty of the manufacturer/importer, as well as a copy of the warranty certificate issued by www.naturatex.eu that accompanies the invoice or is sent online, via email, to the customer.

Products requiring warranty can be shipped to:

SC EMBIS ARTA SRL, MARAMUREȘULUI str. no. 46, postal code 400246, Cluj-Napoca, to the attention of the RETURN Department.

The shipping cost of sending the product under warranty is the responsibility of www.naturatex.eu

It is very important to mention on the waybill (AWB):- The number of the RETURN form and the mention “RETURN”.

Shipping can be done through the fast courier company.

If the warranty claim is unwarranted and the product conforms to the manufacturer’s specifications, the claimant will pay the shipping costs as well as the cost of diagnosing the product after verification.

Loss of the warranty certificate, as well as damage, erasure or loss of the label containing the product identification data, may result in the loss of the warranty.

LOSS OF WARRANTY CERTIFICATE

If you did not receive the warranty certificate issued by www.naturatex.eu attached to the invoice or by email, you can request it at any time to the address: mail@naturatex.eu to resend your warranty certificate, you must contact us: name, invoice number, email address.

Products not picked up from the unit within 6 months from the completion of warranty operations will be declared abandoned (according to the provisions of the Civil Code). Products are returned only after you have completed the form in the customer account.

The product warranty is not transferable.

RETURN POLICY

Return term

If you are not completely satisfied with a product purchased from www.naturatex.eu, you can return it within the legal term of 14 calendar days from the time of delivery or collection without any particular reason. The products you wish to return must be in the same condition as you received them and must be accompanied by the accessories/gifts it was delivered with.

The term of 14 calendar days is calculated from the date of delivery of the product if the product was purchased from www.naturatex.eu.

In the case of an order containing several products, the term of 14 calendar days is calculated from the date of delivery of the last product in the order.

According to OUG no. 34/2014 the buyer has the possibility to withdraw from the distance contract within 14 days starting from the day he takes physical possession of the product.

You have the possibility to return the product within this period, it must be returned in its original packaging. For this you can complete the return form available in the section of your account Return Form or you can communicate your intention (unequivocal declaration) of return in any other way (in writing – by e-mail, to the address mail@naturatex.eu). After completing the Return Request, the product is handed over to the courier of your choice, packed as well as possible. In the return process, you can use any shipping service you want. Return costs, respectively delivery costs will be borne by the customer, and the refund of the product value will be made within 14 days at most from the date on which we are informed about upon your decision to withdraw from the contract, but not before the date of receipt of the goods.

How can you return products purchased from www.naturatex.eu?

  • completing the Return Form displayed on the website;
  • by unequivocal statement in which the buyer expresses his decision to withdraw from the contract (email);

After completing the Return Form or after you have informed us via email about the return, the product is handed over to the courier of your choice, packed as well as possible.

The sender is responsible for the correctness of the data entered on the transport document (AWB), as well as for the correct packaging and labeling of the parcels.

The parcels sent by the sender must be packed in a way that protects the product from the factors that can lead to its damage during the entire transport.

Return data

The return will be made according to the data below:

 

Recipient: SC EMBIS ARTA SRL

Address: Maramureșului street, no. 46, Cluj-Napoca, Cluj county.

Phone: 0726131562 (normal rate)

Email: mail@naturatex.eu

Working hours: Monday – Friday 10:00 – 16:00

 

Refund money

The amount related to the return will be made no later than 14 days from the date on which www.naturatex.eu takes possession of the returned product, but no more than 14 calendar days from the moment www.naturatex.eu is informed of the withdrawal decision from the consumer’s contract.

The day on which the consumer exercises his right to withdraw from the contract will not be taken into account when calculating the term, and if the last day of the return term is a non-working day, www.naturatex.eu will extend the term accordingly.

Returns will not be refunded. The amount of money paid will be returned later by bank transfer.

Products that are NOT accepted for return:

  • Products made to order to the buyer’s specifications cannot be returned;
  • Sealed products or products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer, regardless of whether or not they were used after unsealing (eg: products that are part of the care category personal, linen, custom-made products, glasses or crockery);
  • Products that are not in their original condition;
  • Products that cannot be returned for health protection or hygiene reasons and that have been used by the consumer (underwear, cosmetics with a broken seal, consumables, cookware, water filters, etc.);
  • Products that show physical changes through sewing, adjustments, discoloration, bumps, chips, scratches, mechanical or electrical shocks (not marked as aesthetic defects within the first 15 minutes of receiving the product).
  • Products brought on firm special orders, the provision of which required advance payment;
  • If several products of the same model were purchased, returns are accepted only if only one has been unsealed or unpacked;
  • If a product from a promotional package is returned, the difference between the basic price and the promotional price of the returned product will be returned.

Returned products cannot be replaced

Processing of personal data for the purpose of making the return

If there are no non-conformities, and the products meet all the return conditions mentioned above, www.naturatex.eu employees will proceed to draw up the applicable financial-accounting documents, in accordance with the legal provisions (return/advance invoice). The data required for the preparation of the above-mentioned documents refer to: name, surname, domicile, series and CI no., bank account, as appropriate. We will use personal data for the purpose of drawing up financial-accounting documents, according to the legal provisions in force. If you do not want to provide this data, the return of the products is not possible even if they fall within the return conditions presented above, as we cannot comply with the legislation in the tax field.

Shipping costs and special fees for canceling the purchase: all costs are borne by the customer.

DEFECTIVE PRODUCTS

  • DOA cases (DOA – Dead On Arrival):

The product that was reported by the customer as defective (DOA – Dead On Arrival) is made within 48 hours of receipt, (Attention! The communication / reporting of the case is made in writing to the email address mail@naturatex.eu) :

The return is made in person or at the Cluj Napoca address, str. Maramureșului no. 46

IMPORTANT!

www.naturatex.eu may refuse to cooperate with consumers who have abused returns. Their notification will be made prior to the imposition of restrictions on the sale of products or services.