Returns and Refund Policy

Last updated: [DAY MONTH YEAR]

This Returns and Refund Policy applies to purchases made from Storvalis, operated by [FULL LEGAL BUSINESS NAME], through [WEBSITE URL].

Nothing in this policy limits any mandatory rights you have under applicable consumer-protection law.

1. Right of Withdrawal

If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase without giving a reason.

The withdrawal period expires 14 days after:

• The day on which you, or a person designated by you other than the courier, receives the goods;
• In the case of multiple goods ordered together but delivered separately, the day on which the last item is received; or
• In the case of goods delivered in multiple lots or pieces, the day on which the last lot or piece is received.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.

You may contact us at:

Email: [CORRECT CONTACT EMAIL]
Business name: [FULL LEGAL BUSINESS NAME]
Address: [FULL BUSINESS/CORRESPONDENCE ADDRESS]

You may use the model withdrawal form at the end of this policy, but using that form is not mandatory. Any clear statement identifying your decision to withdraw is sufficient.

Please include your name, order number and enough information for us to identify the purchase.

We will acknowledge receipt of your withdrawal request without undue delay.

2. Returning Products After Withdrawal

After notifying us of your withdrawal, you must return or hand over the goods without undue delay and no later than 14 days from the date on which you informed us of your decision.

Before sending a return, contact us at [CORRECT CONTACT EMAIL] to receive the correct return instructions and return address.

Return address:
[INSERT ACTUAL RETURN ADDRESS]

Do not return products to a supplier, manufacturer or address shown on the original parcel unless we expressly instruct you to do so.

You are responsible for the direct cost of returning goods under the 14-day withdrawal right, unless:

• We agree to cover that cost;
• The product is defective, damaged, incorrect or otherwise non-conforming; or
• We failed to inform you before purchase that you would be responsible for the return cost.

We recommend using a tracked shipping service and retaining proof of dispatch. You are responsible for ensuring that the returned package is appropriately protected during transport.

3. Condition of Returned Products

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would be permitted to inspect it in a physical store.

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Where possible, products should be returned with their original packaging, accessories, labels, manuals and included items. However, the absence of original packaging does not automatically remove your statutory right of withdrawal.

4. Refunds Following Withdrawal

If you validly exercise your right of withdrawal, we will refund:

• The price paid for the returned products; and
• The cost of the least expensive standard delivery option offered by us for the original order.

If you selected a more expensive delivery method than our least expensive standard option, we are not required to refund the additional delivery cost.

We will issue the refund without undue delay and no later than 14 days after the date on which you informed us of your decision to withdraw.

We may withhold the refund until:

• We receive the returned goods; or
• You provide evidence that the goods were sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method. You will not be charged a fee by us for receiving the refund.

5. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products, including:

• Goods made to your specifications or clearly personalised;
• Goods that are liable to deteriorate or expire rapidly;
• Sealed goods that are not suitable for return for health-protection or hygiene reasons if the seal was removed after delivery;
• Goods which, after delivery, are inseparably mixed with other items;
• Sealed audio, video or software products that have been unsealed;
• Digital content supplied without a physical medium after performance has begun with your prior express consent and acknowledgment that the right of withdrawal will be lost; and
• Other products or services excluded by applicable law.

An exclusion applies only where its legal requirements are satisfied. The relevant exclusion will be clearly disclosed before purchase where applicable.

6. Damaged, Defective, Incorrect or Non-Conforming Products

The 14-day withdrawal right is separate from your legal rights when a product is damaged, defective, incorrect or otherwise not in conformity with the contract.

If you receive such a product, contact us as soon as reasonably possible at [CORRECT CONTACT EMAIL] and provide:

• Your order number;
• A description of the problem; and
• Photographs or video where reasonably useful to demonstrate the issue.

Failure to contact us within 14 days does not automatically eliminate your mandatory legal conformity rights.

Where a product is non-conforming, you may be entitled to remedies provided by applicable law, including repair, replacement, an appropriate price reduction or termination of the contract and a refund, depending on the circumstances and legal conditions.

We will bear the necessary costs of returning a product that is confirmed to be damaged, defective, incorrect or otherwise non-conforming, including appropriate shipping costs.

Consumer goods are covered by the mandatory legal conformity guarantee applicable in the customer’s country. For consumers in Romania, the seller is generally responsible for a lack of conformity identified within two years after delivery, subject to the conditions and exceptions established by law.

7. Exchanges

We do not guarantee direct exchanges.

If you want another size, colour or product, contact us at [CORRECT CONTACT EMAIL]. Depending on availability and the circumstances, we may arrange an exchange or ask you to return the original product and place a new order.

Your statutory withdrawal and conformity rights remain unaffected.

8. Orders Returned Because of Incorrect Address or Failed Delivery

You are responsible for providing complete and accurate delivery information.

If an order is returned because the address supplied was materially incomplete or incorrect, or because delivery was repeatedly refused or not collected, contact us at [CORRECT CONTACT EMAIL].

Any deductions or additional delivery charges will be applied only where permitted by law and will reflect reasonable costs actually incurred.

9. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, contact us immediately at [CORRECT CONTACT EMAIL].

We will attempt to stop the order, but we cannot guarantee cancellation once processing or dispatch has begun. If the order has already been dispatched, you may use your applicable withdrawal rights after receiving it.

10. Contact Information

Legal business name: [FULL LEGAL BUSINESS NAME]
Trading name: Storvalis
Email: [CORRECT CONTACT EMAIL]
Return/correspondence address: [FULL RETURN ADDRESS]
Website: [WEBSITE URL]
Telephone: [BUSINESS TELEPHONE – OPTIONAL]

11. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also send any other clear withdrawal statement.

To:
[FULL LEGAL BUSINESS NAME]
[FULL BUSINESS/CORRESPONDENCE ADDRESS]
[CORRECT CONTACT EMAIL]

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s):
[INSERT PRODUCT DETAILS]

Order number:
[INSERT ORDER NUMBER]

Ordered on:
[INSERT DATE]

Received on:
[INSERT DATE]

Customer’s name:
[INSERT NAME]

Customer’s address:
[INSERT ADDRESS]

Customer’s signature:
[REQUIRED ONLY IF SUBMITTED ON PAPER]

Date:
[INSERT DATE]