1. Introduction
We want every OpenBioShop customer to be fully satisfied with the products ordered.
This Return Policy describes the conditions under which you can return products purchased from the website shop.openbiomaps.org, in accordance with Romanian and European consumer protection legislation, in particular Government Ordinance no. 34/2014 on consumer rights in distance contracts.
The return policy applies exclusively to natural persons (consumers) and only to products purchased online through the website.
2. Right of withdrawal (return without reason)
In accordance with art. 9-16 of OG 34/2014, you have the right to withdraw from the contract, without giving reasons, within 14 calendar days from the date on which you or a person designated by you has taken physical possession of the product.
In order to exercise your right of withdrawal, you must clearly inform us by an email sent to:
📧 contact@okoinformatika.ro, indicating:
- your full name and the e-mail address used when ordering;
- order number;
- the product(s) you wish to return;
- the reason for the return (optional).
The model return form can also be sent by post to:
ÖKOINFORMATIKA SRL, str. József Attila nr. 36, Odorheiu Secuiesc, jud. Harghita.
3. General return conditions
In order for a product to be returned, all the following conditions must be met:
- the product must be in new condition, unused and undamaged;
- it is returned in its original packaging, with all accessories, labels and accompanying documents;
- be properly packed for transport to avoid damage on return.
We reserve the right to refuse returned products that show:
- signs of wear, scratches, stains, foreign odours;
- damaged packaging or missing accessories;
- handling not in accordance with the instructions for use.
4. Customised products
According to art. 16 lit. c) of OG 34/2014, personalised products cannot be returned, as they are created exclusively according to customer specifications.
“Personalised products” means all items that include:
- images, photographs, text or graphics supplied by the customer;
- special modifications requested by the customer on a standard product (colour, shape, size, material, etc.).
Exception:
A personalised product can be returned only if:
- has manufacturing defects;
- it differs from the specifications confirmed in the order;
- the product has been damaged in transit.
In these cases, please contact us no later than 48 hours after receipt of the product, sending relevant photos and a description of the problem to contact@okoinformatika.ro.
We will analyse the situation and offer you one of the following solutions:
- replacement of the product at no extra cost;
- repair, if possible;
- a refund, if no other solution is viable.
5. Return costs
The direct costs of returning the product are borne by the customer, unless the return is due to an error on the part of OpenBioShop (defective product, wrong delivery, etc.).
If the parcel is refused or undelivered for reasons attributable to the customer (incorrect address, repeated absence, refusal of receipt), the return transport costs will be deducted from the amount refunded.
6. Method of reimbursement
After receipt and verification of the returned products, ÖKOINFORMATIKA SRL will refund the value of the returned products within 14 calendar days from the date of confirmation of the return.
The refund will be made exclusively by the same payment method used at the time of purchase (e.g. bank card).
The operator does not refund in cash or by other alternative methods.
If the returned products do not fulfil the conditions set out above, the Operator reserves the right to refuse the refund and to return the product to the customer at the customer’s expense.
7. Defective or non-conforming products
If you receive a defective or damaged product, please notify us in writing within 48 hours of receipt at contact@okoinformatika.ro, enclosing:
- order number;
- clear photographs of the product;
- description of the problem.
After assessment, we will inform you of the applicable solution (repair, replacement or full refund).
8. Exceptions to the right of withdrawal
According to the legislation in force, the right of withdrawal does not apply for the following categories:
- products made to customer specifications or clearly customised;
- products which, for hygienic reasons, cannot be returned if unsealed;
- services already fully performed with the prior consent of the customer.
9. Contact for returns
For all return requests, please contact us by e-mail: contact@okoinformatika.ro
Last update: 15 October 2025