Delivery and return

Free delivery available on hundreds of products if the shopping cart value exceeds 200 lei.

Product Delivery

Ordered products are sent only through Sameday, to the address specified by you in the Delivery section. On the day of delivery, the courier will inform the recipient about the delivery time, and if the recipient is not available to receive the package at that time, another date/time must be arranged for the delivery.

Orders placed on the weekend will be processed on Monday and delivered the next day.

For more information about the status of your package, you can check the AWB number received in the shipping confirmation email.

Warranty and Return Policy

RIGHT TO MAKE A WARRANTY CLAIM

If the buyer purchases a defective product, they have the right to make a warranty claim. To properly assess the product, it must be returned clean, complete, and in accordance with hygiene rules or general hygiene requirements. In addition to the generally known rules, the Buyer is obliged to follow the conditions specified in the warranty certificate or the product instructions, and to use and handle the goods in accordance with their durability.

PLACE AND METHOD OF THE WARRANTY CLAIM PROCEDURE

The warranty claim can be made in writing, by email at contact@balkan.ro or by phone: +40 723 233 230. Claimed products can be sent via the Cargus courier company to the correspondence address in Romania. We recommend insuring the product. We do not accept products sent with cash on delivery. The warranty request must include a written description of the defects subject to the claim and proof of purchase, the warranty certificate, or delivery confirmation. Any one of these documents is sufficient to exercise your warranty rights for defects (warranty claim). The warranty period begins on the day the following conditions are met:

1. a) delivery of the Warranty Claim Notification to the Seller,
2. b) delivery of the product to the seller by the buyer;

EXCHANGE PROCEDURE

If the product you ordered is not the right one, we can collect it free of charge from your address. You will need to send a complaint to contact@balkan.ro, and after it is processed, we will instruct the courier company to send a courier to your address to collect the product within approximately 2 business days. After receiving the package and confirming that the returned product is in order, we will refund the amount according to the Return Form that you completed and included in the package. A new order must be placed for another product. This form of complaint is only valid for paid products and does not apply to gift items.

RETURN PROCEDURE

To return the product, you must send it to us undamaged within 30 calendar days.

Add the Return Form to your package. After receiving the package, we will process your refund request as soon as possible.

SELLER’S RESPONSIBILITIES

The seller is responsible for ensuring that the sold product has the quality and usability properties typically expected by the seller or described by the manufacturer and complies with legal requirements regarding the specified quantity and the intended purpose indicated by the seller or commonly used purpose. The seller is responsible for defects that appear after the purchase within the warranty period.

The seller is not responsible for defects if:

• the buyer caused the defect themselves,
• the buyer knew about the product defects before receiving it and received a discount for the product,
• the warranty claim contradicts the nature of the goods, such as product expiry for which a discount was given,
• the defects appeared during the warranty period due to wear and tear, incorrect or excessive use, or after the product’s validity expired,
• they were caused by the buyer or another person interfering with the product or its parts.

After receiving the warranty claim, a warranty certificate will be issued stating the date of claim receipt, the product claimed, when and where the product was purchased, the defect, and the product price. If the buyer claims a defect, the seller will properly assess the complaint and decide on the warranty claim immediately or within 3 days in complex cases. The seller will issue a refund/return within 30 days from the date of the warranty claim.

WARRANTY PERIOD

The seller is responsible for product defects for 24 months from the buyer’s receipt of the product unless the warranty period is stated on the product, packaging, or warranty certificate. If the product under warranty is repaired, the warranty period extends from the claim date to the date the consumer is required to collect the product after repair, even if they do not do so. If the product is replaced with a new one, a new warranty period begins from the date of receipt or shipment by the buyer. If the warranty claim for the defective product is not made within the warranty period, the liability for that defect ceases. The buyer will be informed about the resolution of the warranty claim personally, by phone, or email.

OWNER’S RIGHTS

For product defects claimed during the warranty period, the consumer has the right to have the product repaired free of charge, properly, and in a timely manner. If defects cannot be repaired and prevent proper use of the product, the consumer has the right to replace the product or withdraw from the purchase and request a refund. If the defect can be repaired, but subsequent defects prevent proper use, the consumer can request replacement or a refund. The buyer has the same rights in cases where defective products are not repaired within 30 days of the claim. For non-repairable defects that prevent proper use, the consumer has the right to an appropriate price reduction.

PERSONAL DATA PROTECTION POLICY

According to the personal data protection law, the owner of the online store balkan.ro undertakes not to disclose any entrusted personal data to third parties without the data owner’s consent and will not use entrusted data for commercial offers unrelated to the promotion of balkan.ro. At the same time, the owner undertakes to delete personal data from the database at the request of the client.