Consumer protection and dispute resolution

Last updated: 6 August 2026

1. Talk to us first

Most problems are settled quickly and directly. Write to comenzi@smart-retrofit.ro or call +40 741 677 110. We reply to complaints within 30 days at the latest.

2. National Authority for Consumer Protection (ANPC)

If we cannot reach agreement, you may complain to the Romanian ANPC:

• Website: anpc.ro
• Online complaints: reclamatii.anpc.ro
• Address: B-dul Aviatorilor 72, Sector 1, Bucharest
• Telephone: 021 9551

3. Alternative Dispute Resolution (ADR)

You may also use alternative dispute resolution, free of charge and out of court, through the ADR structures within the ANPC, established under Government Ordinance no. 38/2015 on alternative dispute resolution:

• SAL: anpc.ro/ce-este-sal

Please note: the European Commission's ODR platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228. Complaints are now handled through the national ADR structures listed above.

4. Legal framework

• GEO no. 34/2014 — consumer rights in distance contracts
• GEO no. 140/2021 — sale of goods and associated guarantees
• Government Ordinance no. 21/1992 — consumer protection
• Law no. 365/2002 — electronic commerce
• Regulation (EU) 2016/679 — GDPR