Returns
You have 14 calendar days from receiving your parcel to change your mind, without having to explain why. We cover the cost of return shipping. Below you will find exactly what to do, in what order and when you get your money back.
How to make a return, in three steps
- 1. Write to us. Send an e-mail to info@negostore.ro with your order number and the products you want to return. That is all it takes. You do not need a special form and you do not have to justify your decision.
- 2. We confirm and send the courier. We reply within one working day at most with confirmation of the return and the pick-up details. The cost of the return courier is covered by NegoStore, not by you.
- 3. You get your money back. Once the parcel reaches us and we have checked the products, we refund the amount using the same payment method you used for the order.
Conditions that must be met
- Your return request reaches us within 14 calendar days at most of the date you received the parcel.
- The products are sealed, undamaged and in their original packaging, with all labels intact.
- Unsealed or opened alcoholic drinks cannot be returned, in accordance with the exceptions provided by law.
- You send the products back without undue delay, within 14 days at most of the moment you told us about your decision.
If a product reaches us with a diminished value as a result of handling beyond what was necessary to inspect it, we may deduct the difference from the refunded amount, in accordance with the law.
What money you get back
| Amount | Refunded? |
|---|---|
| Price of the returned products | Yes, in full |
| SGR deposit of 0,50 lei for each returned container | Yes, in full |
| Original delivery cost, when the whole order is returned | Yes, at the standard delivery rate |
| Return courier cost | You do not pay it, we cover it |
We refund your money within 14 days at most of the date you told us about your decision to withdraw. We may withhold the refund until we receive the products back or until you send us proof that you have sent them, whichever comes first.
When the right of withdrawal does not apply
Under Art. 16 of Government Emergency Ordinance (OUG) no. 34/2014, the 14-day right of withdrawal does not apply, among other things, to:
- sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed after delivery, including unsealed alcoholic drinks;
- products liable to deteriorate or expire rapidly;
- products made or personalised to your specifications.
Wrong, missing or broken product: this is not a return
If you received a different product from the one you ordered, if something is missing from the parcel or if a bottle arrived broken, you do not need to go through the return procedure. Photograph the parcel and the product and send everything to us at info@negostore.ro. We will replace it or refund your money, at no cost to you.
If you notice visible signs of damage on the parcel right at delivery, take a few photos before you open it and point it out to the courier. It helps us resolve things faster.
Frequently asked questions
Do I have to pay for the return courier?
No. The cost of the return courier is covered by NegoStore.
Can I return a bottle I have opened?
No. Unsealed alcoholic drinks cannot be returned, in accordance with the exceptions provided by law. However, if the drink has a conformity problem, write to us and we will resolve it under the legal guarantee of conformity, which is something different from a return.
Can I return only part of my order?
Yes. Tell us which products you are returning and we will refund the corresponding amount. The original delivery cost is refunded only when you return the whole order.
What happens to the SGR deposit?
The SGR deposit of 0,50 lei for each container is a refundable amount, not a tax. When you make a return, we refund it together with the price of the product. Details on the What is the SGR deposit page.
I received the parcel more than 14 days ago. Can I still return it?
The legal right of withdrawal has expired, but write to us anyway at info@negostore.ro. If the product has a conformity problem, the legal guarantee still applies.
How long does it take to get my money back?
Within 14 days at most of the moment you told us about your decision, using the same payment method you used for the order.
The full legal framework is set out in Terms and Conditions, Article 6. If anything is unclear, write to us at info@negostore.ro or call 0732 567 465, Monday - Friday, between 9:00 and 18:00.