Skroutz.ro

If you wish to return the product you received because it is faulty, wrong or if you simply changed your mind, you can quickly and easily submit a return request through your Skroutz account at no extra charge.

To return something you bought on Skroutz, you can fill in the return request form, which you will find in your account, in the order in which the product you want to return is listed. You may see step by step how to submit a return request in the article "How do I make a return request".

Once you have completed and submitted the return form, the Skroutz team will process your request and send you an email with all the necessary information to complete the process.

Withdrawal

Withdrawal You have the right to return the products that you purchased through the Shopping Cart provided by Skroutz within 14 days from the date of their receipt. If the order has been placed by a natural person (without requesting an invoice), then you are entitled to exercise the right of withdrawal within 14 calendar days following the delivery of the product and request a refund. The procedure is extremely simple and straightforward. Skroutz will cover all return and reshipment costs if a replacement is needed for the first 5 times per year and up to 2 times per order. For any additional returns, we will take care of the return but there will be a return and reshipment fee.

Please note that the right of withdrawal acc the provisions of European legislation does not apply to all categories of products. Please read all exceptions in detail in the section “Return restrictions”.

Delivery of a wrong or missing product

In case the product we sent you is different from what you ordered, or if any part or component is missing, you can return it by selecting "It is not what I ordered" on the return form.

Products that have been damaged during transport

In case the product that we sent you is different from the one you ordered, or if a part or component of the product is missing, you can return it by selecting "Not what I ordered" in the return form.

Products damaged in transit In case of receiving a product damaged in transit, you can refuse to accept it at the Transportation Company and contact us via the contact page so that we can immediately provide a refund or send a new product. If you noticed the damage upon opening the packaging, you can select "It's faulty" in the return form, attach the photos of the damage and add "Destroyed in transit" or similar in the comments, so we can refund your money or replace the product.

Products with a short expiry date

If you have received a product (cosmetics, food, pharmaceuticals) which has a short or past expiry date, you can return it to us by selecting "It's faulty" in the return form and fill in the comments with the indication "Short expiry date" or something similar, so that we can refund your money or replace the product.

In the event that a product you have purchased has a defect and does not conform to its characteristics, you have the right to return it in accordance with the provisions of the applicable European legislation.

In order for us to process the return request in the shortest possible time, we would ask you to take a photo of the product that you are returning. Make sure that the photos you upload on the return form clearly depict the defect, if it is visible. Describe the problem so that the Skroutz team and the store have a full picture of the defect. We will process your request and send you an email regarding its progress and all the necessary information for the completion of the process.

If a product you purchased falls into a category where returns are not permitted for health protection reasons and is defective, please contact us via the contact page so we can help you with the steps you need to take.

Legal Guarantee

The legal guarantee means the seller's responsibility if the product, at the time of delivery to the consumer, is defective or does not conform to the characteristics as described by the seller at the time of delivery to the consumer. The duration of the legal guarantee for new and second-hand products is two (2) years under the conditions set by law.

Since the legal guarantee derives directly from the law, it exists in any case, whether or not it is mentioned by each seller.

Commercial Warranty

Some products are accompanied by a Commercial Warranty which is offered optionally by the seller or manufacturer, and covers product repair, replacement or refund, according to the terms set by the manufacturer and at "Service Centres" approved by the manufacturer. The Commercial Warranty protects you in addition to the rights you have under the legal guarantee.

For information about the Commercial Warranty of the product you purchased through Skroutz, you may check the product packaging. You may also visit the manufacturer's website or contact us via the contact page for further guidance.

For returns due to withdrawal, the refund or replacement process starts immediately, with the delivery of the parcel to be returned to the Transportation Company. Returns concerning defective products undergo the technical inspection process before we proceed with a refund, in order to confirm the reason for the return and to verify that the fault is due to a manufacturing error and not due to mishandling. Please note that some products will need to be inspected by a special technician at an authorized service centre and may require a longer period of time before a refund or replacement can be approved.

Once the process is complete, we will proceed with whatever you chose in the return form.

If you chose the refund option and your order was paid for by credit or debit card, we will refund the amount you paid for that particular purchase to the credit or debit card you used for that order. Your money will be immediately released by us, but there might be further delays of up to 10 working days for the banks to clear the amount. The return of the money to your account may appear either as a reversal entry, or as a cancellation of the payment order of your order, or as a payment deposit by Skroutz S.A.

In the event that your order is paid for using a Skroutz Gift Card, we will issue a new Skroutz Gift Card of equal value to the monetary value of the returned product and we will send it to the e-mail address you indicated when you placed your order. In case that for the payment of your order you used multiple payment methods, i.e. a credit or debit card and a Skroutz Gift Card, we will refund the amount you have paid for the particular purchase for the part of the transaction that was paid using a credit or debit card and if there is a balance, we will issue a new Skroutz Gift Card of equal value to the remaining amount and send it to the email address you provided to us when you placed your order.

If your order has been paid in installments, the amount will be credited to your card in installments corresponding to the installments of the purchase. Please note here that, in accordance with the applicable legislation, the full amount paid may not be refunded if you have used the product to a greater extent than is necessary to ascertain its nature, characteristics and function. In the event of payment of your order by "cash on delivery" or through the " Installments for all " Program, you must provide us with your bank account details, namely: Account IBAN, banking institution, full name of the beneficiary (which must be identical to the person who received and paid for the order) and some proof (e.g. a photo from the home page of the savings account book or a photo from web banking showing your name) that this account belongs to you. If you do not have a bank account in which you appear as the primary beneficiary, you will need to upload a certified declaration form that you wish to have your money deposited in a third party account. Please note here that the "cash on delivery" cost, which is 0,10 Lei per shipment, as well as the one-off bank fees, in the case of the "Installments for All" Program, are non-refundable

If a replacement has been chosen, we will proceed with shipping a new product to your location at our expense.

As long as the Commercial Warranty offers it, for some categories of products it is also possible to choose the repair option. If you chose it in the return form, we will inform you by email about the procedure.

For returns due to receiving the wrong product, we will choose to either replace the wrong product with the correct one or refund your purchase price.

Time limit for returning products

In case of withdrawal or receipt of a wrong product, the return request must be submitted within 14 days of the receipt of the product. After this time period the return cannot be accepted.

Products that have shown some damage, can be returned within the period of time set out by the legal guarantee and/or their commercial warranty. You will find more details about warranties in the section Defective product.

Proof of purchase

To be able to return a faulty product you should have kept your proof of purchase.

In case you have received an invoice with your purchase, you should issue a shipping invoice and include it in the packaging of the parcel to be returned. The store will send you the credit note after receiving the products.

Exceptions from the right of withdrawal

The right of withdrawal under the provisions of the applicable European legislation is not provided for:

1. • Supply of goods that can be spoiled (e.g. baby food).
   • Supply of goods which are not suitable for return for reasons of hygiene (e.g. underwear)
   • Supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (e.g. headphones, razors, personal care products)
   • Supply of sealed goods which are liable to deterioration and which have been unsealed after delivery (e.g. beverages, coffee)
   • Supply of sealed audio or video recordings or sealed computer software, unsealed after delivery (e.g. computer games)
   • Products that have been used or personalised after receipt (e.g. RAMs, hard disks)
   • Products that have been custom manufactured, according to the specifications set by the consumer (e.g. mug with a photo I have chosen, key ring with a dedication I have chosen)

   You will be able to identify which products fall into these categories by the "Returns restrictions apply" indication that will appear once you add the product to your cart and upon the submission of a return request.

   *Examples and categories are indicative.

2. 2. Products purchased with a request for an invoice (In this case purchaser is not acting as a consumer, as defined in the applicable European legislation, i.e. for purposes which are outside his trade, business, craft or profession);