Refunds & returns

This page sets out how to exercise your statutory right of withdrawal under Article 9 of EU Consumer Rights Directive 2011/83/EU when buying from ISPITA, and how we handle returns, refunds and defective items more generally.

1. Your right of withdrawal (consumers only)

If you are a consumer in the EU, you have the right to withdraw from the contract within 5 days without giving any reason. The withdrawal period expires 5 days after the day on which you, or a third party (other than the carrier) indicated by you, acquired physical possession of the goods. Where you ordered several items together which are delivered separately, the period runs from the day on which you acquired physical possession of the last item.

2. How to exercise the right

To exercise the right of withdrawal, you must inform us — ISPITA, 435700 Viseu de Sus, Romania; email: [email protected]; phone: 0759555152 — of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the model withdrawal form set out below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the 5-day period has expired.

3. Effects of withdrawal

If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract. The deadline is met if you send back the goods before the 14-day period has expired. You will have to bear the direct cost of returning the goods, unless we have agreed in writing to cover this cost or the goods are non-conforming (see Section 5).

You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

4. Exceptions to the right of withdrawal

The right of withdrawal does not apply to (Article 16 of Directive 2011/83/EU):

Goods made to your specifications or clearly personalised.
Goods liable to deteriorate or expire rapidly (perishables).
Sealed goods which are not suitable for return for reasons of health protection or hygiene and were unsealed after delivery.
Goods which are, after delivery, according to their nature, inseparably mixed with other items.
Sealed audio, video or computer software unsealed after delivery.
Newspapers, periodicals or magazines (with the exception of subscription contracts).
Digital content not supplied on a tangible medium, where performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal.
Contracts concluded at a public auction.

5. Defective or non-conforming goods

If an item arrives damaged, defective, or is not what you ordered, you have rights under EU and national consumer-protection law that exist independently of the right of withdrawal above — typically a 2-year guarantee of conformity from delivery (longer in some member states). Contact us at [email protected] as soon as possible and we will arrange, at our cost, repair, replacement, a proportionate price reduction or — where appropriate — refund.

6. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: ISPITA, 435700 Viseu de Sus, Romania; email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*),
Ordered on (*) / received on (*) —
Name of consumer(s) —
Address of consumer(s) —
Signature of consumer(s) (only if this form is notified on paper) —
Date —
(*) Delete as appropriate.

7. Contact

Questions about a return or refund: [email protected], or phone 0759555152.

Last updated: 2026-10-11