Returns and right of withdrawal

Last updated: 6 August 2026

1. Your legal right of withdrawal

If you are a consumer, you have the right to withdraw from the contract within 14 calendar days without giving any reason and without penalty, in accordance with Romanian Government Emergency Ordinance no. 34/2014 on consumer rights in distance contracts.

The period begins on the day you take physical possession of the goods, or of the last item if you ordered several delivered separately.

2. How to exercise it

Inform us by an unambiguous statement before the 14 days expire. You may use:

• email to comenzi@smart-retrofit.ro;
• written notice to our registered office: Velei St. 9A, Pantelimon, Ilfov County, Romania;
• the model withdrawal form below (optional).

We will acknowledge receipt of your request on a durable medium without undue delay.

3. Returning the product

• Send the product back within 14 days of communicating your decision to withdraw.
• The direct cost of returning the goods is borne by you, except where the product is non-conforming or we shipped the wrong item.
• The product must be returned complete, with all accessories and cables supplied.
• You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

About fitted products: testing the product to check that it works is permitted and does not remove your right of withdrawal. Complete installation followed by removal may, however, leave signs of wear. In such cases we may deduct an amount proportionate to the diminished value, which we will explain and justify to you before issuing the refund.

4. Refunds

We will refund all payments received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may withhold the refund until we have received the goods back, or until you supply evidence of having sent them, whichever is earlier.

Refunds are made using the same means of payment as the original transaction, unless you have expressly agreed otherwise. We charge no fee for refunds.

5. Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, nor to digital content supplied on an intangible medium where performance has begun with your prior express consent and acknowledgement that you thereby lose the right of withdrawal.

6. Model withdrawal form

Annex, Part B, GEO no. 34/2014. Complete and return this form only if you wish to withdraw from the contract.