Regulations regarding the free return service
Withdrawal from purchase is a free service offered to customers of Oti General Trading S.R.L., a limited liability company organized under Romanian law, with its registered office in Bucharest, District 3, Bd. Theodor Pallady no. 51, Computing Center Building, 1st Floor, registered at the Trade Registry under no. J40/3412/2010, tax registration number RO26728203.
Through this service, Oti Shop customers can return products purchased from the otishop.ro website free of charge within 14 calendar days, in accordance with the Return Terms and Conditions set out in these Regulations.
This service does not affect the right of withdrawal provided by Emergency Ordinance (O.U.G.) 34/2014 regarding consumer rights in contracts concluded with professionals, for distance contracts.
Customers who withdraw from the purchase by requesting a return of a product shall be subject to the rules of these Regulations, accepting them in their entirety.
Oti Shop customers are the direct beneficiaries of this free service.
They may be individuals or legal entities who have purchased products from otishop.ro.
How can you return products purchased from otishop.ro?
Products purchased from otishop.ro can be returned within 14 calendar days:
- by completing the Return Form displayed on the site in the Customer Support section, accessible from the user's account on the site https://otishop.ro/account or
- by an unequivocal declaration in which the buyer expresses their decision to withdraw from the contract, the receipt of which will be confirmed (via email).
The 14-calendar-day period is calculated from the date of delivery of the product purchased from otishop.ro; in the case of an order containing multiple products, the 14-calendar-day period is calculated from the date of delivery of the last product in the order.
The buyer has the right to withdraw from the sales contract without having to justify the decision and without incurring other costs.
In the event of exercising the right of return, the returned product will not be exchanged for another product.
The return implies a refund of the value of the returned product, according to legal terms, without the possibility of offsetting or using the amount to purchase another product.
In accordance with Directive 2011/83/EU, point (47) of the presentation: to establish the nature, characteristics, and functioning of the goods, the consumer should handle and inspect them in the same way as they would be allowed to do in a store.
You are liable for any diminution in the value of the products if, following the verification of the conformity, properties, and functionality of the products, it is proven that this devaluation was caused by improper handling by you.
Conditions regarding the returned product
It is recommended that the returned product be in the same condition in which it was purchased or delivered:
- It must have all components, accessories, as well as the product brochure;
- The product must be returned in safe conditions, as much as possible in the original packaging, to avoid damage during handling and/or transport.
- IT WILL NOT BE REPLACED WITH ANOTHER PRODUCT BASED ON THE VALUE OF THE RETURNED PRODUCT!
Products not accepted for return
- Products that show physical changes, bumps, chips, scratches, mechanical or electrical shocks. Products showing physical changes, bumps, chips, scratches, shocks, signs of excessive use, and/or unauthorized interventions, etc., are not accepted for return.
- If multiple products of the same model were purchased, a return is accepted only if only one has been unsealed or unpacked;
- In the case of returning a product from a promotional package, the difference between the base price and the promotional price of the returned product will be refunded.
Exercising the right of withdrawal
The consumer informs Oti General Trading S.R.L. regarding the decision to withdraw from the contract by completing the Return Form available on the otishop.ro website.
For products for which the return request was made through the Return Form on the site, within a maximum of 1 hour from sending the notification during business hours, the buyer will receive details regarding the request via email. Communication with the customer will be done in writing to the email address used for the initial order. The amount corresponding to the return will be refunded via bank transfer.
Oti General Trading S.R.L. will issue a cancellation invoice with the value resulting from the evaluation and will refund the respective amount of money to the customer, in accordance with the commercial pricing and promotional policy at the time the order was placed. The store does not refund any fees; for example, the delivery fee will only be refunded if you return the entire order.
The amount corresponding to the return, which appears in the fiscal cancellation invoice, will be refunded to the customer through the same payment method, with the mention that for orders paid via Cash on Delivery, it is necessary to provide us with the bank details in the return request email. In the event that the order was paid for with a bank card, the refund will be made through the same payment method within at most 3 business days from the date on which Oti General Trading S.R.L. takes possession of the returned product, but no more than 14 calendar days from the moment Oti General Trading S.R.L. is informed of the consumer's decision to withdraw from the contract.
How long will it take for us to refund the return amount?
The refund will be made within at most 3 business days from the date on which Oti General Trading S.R.L. takes possession of the returned product, but no more than 14 calendar days from the moment Oti General Trading S.R.L. is informed of the consumer's decision to withdraw from the contract.
The day on which the consumer exercises their right to withdraw from the contract will not be taken into account in the calculation of the term, and if the last day of the term is a non-working day, Oti General Trading S.R.L. will extend the term accordingly.
Processing of personal data for the purpose of carrying out the return
In the event that there are no non-conformities and the products meet all the return conditions mentioned above, Oti General Trading S.R.L. employees will proceed to prepare the applicable financial-accounting documents, in accordance with legal provisions (return invoice/advance, compensation order, payment order, receipt). The data necessary for preparing the aforementioned documents refers to: name, surname, address, ID series and number, bank account, as the case may be. We will use personal data for the purpose of preparing financial-accounting documents, in accordance with the legal provisions in force. If you do not wish to provide this data, the return of the products is not possible even if they meet the return conditions presented above, as we cannot comply with fiscal legislation.
Oti General Trading S.R.L. may refuse to cooperate with consumers who have abused the right to withdraw from the purchase. Notification of these will be made prior to the imposition of restrictions regarding the sale of products or services.
Legal guarantee of products (2 years for individuals)
The legal guarantee covers manufacturing defects and/or material defects, when the product is used under normal, domestic conditions and in accordance with the care and use instructions provided by the manufacturer.
The legal guarantee does not cover normal wear and tear, commercial use, or improper use and care of the product.
The following are covered: spontaneous cracking of the cast iron body, casting defects that affect use, and normal deformation attributable to manufacturing.
In the case of pure cast iron and Carbon Steel cookware, the legal guarantee does not cover: improper use (according to instructions), rust, loss or flaking of the seasoning layer, color changes, scratches, damage due to dropping/impact, thermal shock, overheating, commercial use.
In the case of cookware with non-stick coating (honeycomb cast iron, enameled), the following practices void the legal guarantee: failure to follow usage and maintenance instructions, heating the empty pot on the hob, using metal utensils, abrasive or citrus-based cleaning products, stacking without protection, metal brushes/sponges, commercial use.
To claim this guarantee, attach to the Oti cast iron cookware: your name, address, and the nature of the complaint, along with the name of the merchant from whom you purchased the product (physical store or online store). Return the product together with the receipt proving the purchase from the merchant and your contact details.
Otishop will evaluate the request, and if it shows that the product had a manufacturing defect, it will be replaced, or you will be offered a comparable model if the product is no longer in the offer.