Return Policy — Platera Romania

We are committed to communicating efficiently and responsibly. If you have reached this page, whether you have a question, an issue, or simply want to learn more about our return policy, we are here to help.

We want to offer you a high-quality experience and resolve any situation as quickly and efficiently as possible. We handle every case with professionalism and care, so please do not hesitate to contact us for any question or clarification.

Check Your Package Upon Delivery

Please carefully check your package as soon as you receive it.

If you notice that any products are damaged, incorrect, or missing, please inform us as soon as possible.

To contact us, please use the e-mail address plateraromania@gmail.com or the contact form available on our website.

Please include:

• your order number;
• your full name;
• relevant photos, if the product is damaged, defective, or incorrect.

We aim to respond to all reports within 24 working hours.

Please Keep the Original Product Boxes Intact

Some Platera Romania products use boxes as their original packaging.

In the case of a return, please return the product, as much as possible, in its original packaging, to protect it during transport.

Please do not damage the original boxes and do not apply labels or tape directly onto them.

The absence of the original packaging may lead to a reduction of the refunded amount only if it affects the condition, protection, or resale value of the returned product.

For products that have simple paper or plastic packaging, it is not necessary to keep the original packaging.

Color Variations in Wooden Products

Please note that wooden products, including bamboo products, are natural and may have variations in color, texture, and grain.

These differences may appear due to the natural grain and unique characteristics of each piece of wood.

Also, the color of the engraving may be slightly uneven in intensity, depending on the natural shades of the wood.

These variations are normal and reflect the authenticity and uniqueness of wooden products.

Thank you for your understanding.

How Long Do I Have to Request a Return or Withdrawal from the Contract?

You may request the return of an eligible product, with or without giving a reason, within 14 calendar days from the date you receive it.

This is the legal right of withdrawal applicable to distance contracts, according to consumer rights legislation.

Please check the products during this period to decide whether you wish to keep them or whether they have any defect.

If you purchased the products in advance and do not need them immediately, we recommend checking them before storing them.

Important note: Personalized, engraved, or made-to-order products according to the customer’s specifications are not eligible for return for personal reasons.

This exception does not affect the consumer’s legal rights in the case of products that are defective, damaged upon delivery, incorrect, or not compliant with the order.

Right of Withdrawal

According to Government Emergency Ordinance no. 34/2014 regarding consumer rights in contracts concluded with professionals, consumers have the right to withdraw from a distance contract or off-premises contract, without giving any reason, within 14 calendar days.

For personalized, made-to-order, or engraved products created according to the customer’s specifications, the right of withdrawal does not apply in the case of returns for personal reasons.

However, if a personalized product is defective, damaged upon delivery, incorrect, or not compliant with the order, please contact us so we can resolve the situation.

Condition of Returned Products

The returned product must be in a condition that allows us to properly assess it.

The consumer is responsible for any decrease in the value of the product if such decrease results from handling other than what is necessary to verify the nature, characteristics, and functioning of the product.

Products that show signs of use, damage, modifications, or missing parts may be partially refunded, depending on the decrease in their value.

How to Request a Return or Withdrawal from the Contract

For eligible orders, you may request a return directly from your customer account, using the link below:

Request a return here: Return Form

After accessing the link, log in to your customer account using the e-mail address used to place the order. Select the order for which you want to request a return and follow the steps displayed by the platform.

The return request will be registered electronically, and after submission you will receive an automatic confirmation or a response with the necessary instructions for shipping the product back.

If you cannot access your account or cannot find your order, you may contact us at plateraromania@gmail.com, mentioning the order number and the full name used when placing the order.

Alternatively, if you experience difficulties or cannot access your customer account, you may send us an e-mail at plateraromania@gmail.com with the subject line “Return”.

Please include the following information:

• the products you wish to return;
• the order number or invoice details, if available;
• the full name used when placing the order;
• bank account details, namely IBAN and account holder name, if you paid cash on delivery and a bank transfer refund is required;
• relevant images, if the products are damaged, defective, incorrect, or not compliant;
• the reason for return, only if you wish to provide it.

The reason for return is optional for withdrawal requests made within 14 days.

In the case of defective, damaged, or incorrect products, please send us details and photos so we can resolve the situation quickly.

You will receive confirmation of receipt of your request and return instructions within a maximum of 3 working days.

Shipping Returned Products

After submitting the return/withdrawal request, you will receive confirmation of receipt of your request and the return instructions.

To avoid the loss or rejection of the package, please use the instructions received before shipping the product.

After confirmation, please send the products to the following address:

Platera Romania
Str. Oslo nr. 11
Tomis Plus
Constanța, Romania

Products may be sent using any courier service you prefer.

For returns made for personal reasons, the return shipping cost will be borne by you.

In the case of defective products, products damaged upon delivery, incorrect products, or non-compliant products, the costs will be assessed depending on the situation and the applicable legal provisions.

Assessment of Returned Products

Damaged, Defective, or Non-Compliant Products

Products returned due to damage, manufacturing defects, or non-compliance with the order will be assessed at 100% of the purchase value, if the situation is confirmed after inspection.

The explanatory images sent together with the return request must clearly show the damage, defects, or non-compliance of the product in order to allow us to process the request quickly.

Products Returned for Personal Reasons

If the products are returned for personal reasons, do not show damage or signs of use, and are accompanied by the original packaging where such packaging is necessary for protection or resale value, they will be assessed at 100% of the purchase value.

Products with Reduced Value

Products that show signs of use, damage, modifications, or missing parts may be considered products with reduced value.

In this case, the refunded amount may be reduced proportionally, depending on the condition of the product and the decrease in its value.

The reduction may range from 5% to 50% of the product value, depending on the degree of wear or damage.

Unusable Products

Products returned in an unacceptable condition, such as broken, cracked, torn, or significantly modified products, may be considered unusable.

In these cases, the refunded amount may be reduced up to 0% of the purchase value, if the product can no longer be resold or used.

These products may be returned to you upon request, with the shipping cost borne by you.

Communication of the Assessment

You will receive information by e-mail regarding the assessment of the returned products.

If a reduction in value applies, we will send you the details and, where applicable, images showing the condition of the returned product.

In the case of products considered unusable, you will be informed about the full or partial rejection of the return, together with the relevant evidence.

Refunds

The value of the returned products will be refunded according to the payment method used when placing the order or to the bank account provided by you, if the payment was made cash on delivery.

The refund will be made within a maximum of 14 days from the date on which you informed us of your withdrawal from the contract.

We reserve the right to postpone the refund until we have received the returned products or until we have received proof that they have been shipped back to us.

In the case of products with reduced value, the refunded amount will be established after the assessment of the returned product, according to its condition.

We make every effort to process refunds as quickly as possible.

How Can I Exchange a Product?

If you purchased a product from the website and wish to exchange it for another one, you will need to return the product you want to replace and place a new order for the desired product.

We will process the new order and ship it quickly, while the return process for the returned product will be completed as soon as possible.

Since this is a new order, it must be paid using the payment method selected: cash on delivery, online card payment, or bank transfer, where available.

At the same time, we will process the return and refund the eligible amount according to the return policy.

Order Cancellation

Orders may be cancelled within 24 hours of being placed, provided they have not already been processed, personalized, engraved, or shipped.

For personalized or engraved products, cancellation may no longer be possible after the personalization process has started.

Please contact us as soon as possible at plateraromania@gmail.com if you wish to cancel an order.

Contact

For any questions related to returns, cancellations, defective products, or the right of withdrawal, you may contact us at:

E-mail: plateraromania@gmail.com

We will get back to you as soon as possible, usually within a maximum of 24 working hours.