Refund policy

Platera România Return Policy

We are committed to communicating efficiently and professionally.
If you’ve reached this page, whether you have a question, a concern, or simply want to learn more about our return policy, we’re here to help. We strive to provide a quality experience and to resolve any issues as quickly and effectively as possible. We guarantee that each case is treated with professionalism and seriousness, so don’t hesitate to contact us with any questions or concerns.

Check the package upon delivery
Please carefully inspect your package as soon as you receive it. If you notice that products are damaged, incorrect, or missing, please inform us as soon as possible. You can reach us at plateraromania@gmail.com or via the contact form on our website. Be sure to include your order number and full name so we can resolve the issue quickly. We are committed to responding to all inquiries within 24 business hours.

Keep the original product packaging intact
Some Platera România products come in branded boxes that serve as their original packaging. In case of a return, to receive a full refund, it is important to return the product in its original, undamaged box. Do not destroy these boxes or apply labels/tape directly on them. For products packaged in paper or plastic, it is not necessary to keep the original packaging.

Color variations in wooden products
Please note that wooden products, including those made from bamboo, are natural and may have variations in color and texture. These differences are due to the natural grain and unique features of each piece of wood. Additionally, engraved colors may vary slightly in intensity depending on the wood shade. These are normal and reflect the authenticity and uniqueness of natural wood products. Thank you for your understanding.

How long do I have to request a return?
You can request a return for any product (with or without reason) within 14 calendar days from the date of receipt. Please inspect the products during this period to decide whether to keep them or if they show any defects. If you’ve purchased the items in advance without immediate use, make sure to check them before storing.

Note: Personalized or engraved products are not eligible for return due to personal preferences.

Government Ordinance No. 34/2014 on consumer rights in distance contracts or those concluded outside business premises
Right of withdrawal
According to this ordinance, consumers have the right to withdraw from a distance contract or one concluded outside the commercial premises within 14 calendar days, without giving a reason. However, this does not apply to personalized or engraved products.

Condition of returned products
Returned products must be unused, undamaged, and unmodified. Products that do not meet these conditions may be refunded at a reduced value or may not be eligible for return at all, in accordance with regulations.

How to request a return
To request a return, please send an email to plateraromania@gmail.com with the subject “Return” and include the following information:

  • The products you wish to return

  • Order number or invoice details (number and series)

  • Bank account details (IBAN) and the name of the account holder (for refunds if payment was made cash on delivery)

  • (If the products are damaged/defective) – Images clearly showing the damage or defects

  • The reason for your return request

You will receive a reply with all the necessary instructions within a maximum of 3 business days.

Important Note:
Do not send products back on your own, without a confirmed return request (as described above). Without a confirmed request, the colleague handling parcels will not know what the package is about, and it may be rejected upon arrival.

After confirmation, send the products to the following address:
Bucharest, Splaiul Unirii, 313, 2nd Floor, 030138, attn: P&M, using any courier of your choice. The shipping cost will be your responsibility.

Return Product Evaluation

  • Damaged or defective products:
    Items returned due to manufacturing defects or damage will be refunded at 100% of the purchase value. The images you provide must clearly demonstrate the damage or defect.

  • Products returned for personal reasons:

    • In perfect condition: Products returned without damage, signs of use, and with their original packaging (if applicable) will be refunded at 100%.

    • With damage or without original box: Products showing signs of wear or missing original packaging will be considered “products of diminished value” and evaluated at 50%-95% of the purchase value, depending on the extent of the wear. The 5%-50% difference represents the “depreciation measure” as per legislation.

    • Unusable products: Products returned in an unacceptable state (broken, cracked, torn) will be evaluated at 0% of the purchase value. These may be sent back to you (shipping costs borne by you), if you choose.

Return evaluation communication:
You will receive an email detailing the evaluation of the returned products, including images showing the depreciation. In case of “unusable” products, your return will be rejected with photos confirming the product’s condition.

Refunds
The value of the returned products (as determined by the evaluation) will be transferred to the bank account you provided in the return request email. The transfer will be made within 14 days of completing the evaluation, though we always aim to refund as quickly as possible.

How to exchange a product
If you wish to exchange a product, you must first return the item you no longer want and then place a new order for the desired product. We will promptly process and ship the new order, while the return process for the old product will proceed in parallel. As this is a new order, it must be paid for (by card, cash on delivery, or bank transfer). Meanwhile, we will refund the value of the returned item.