Return Policy

I. GENERAL PRINCIPLES

This Return Policy is drawn up in accordance with applicable Romanian legislation, primarily Government Emergency Ordinance no. 34/2014 regarding consumer rights in distance contracts. The legal framework applies exclusively to individual customers (Consumers). Legal entities (B2B Buyers) do not benefit from the right of withdrawal (14-day return).

II. RIGHT OF WITHDRAWAL FOR CONSUMERS

The Consumer (individual) has the right to withdraw from the distance contract, without having to justify the decision and without incurring any costs other than those provided for in art. 13 para. (3) and art. 14 of Government Emergency Ordinance no. 34/2014, within 14 calendar days starting from the day on which the Consumer or a third party, other than the carrier, takes physical possession of the products.

To exercise the right of withdrawal, the Consumer must inform the Company (DAISY MEDICAL S.R.L. or DAISY PET S.R.L.) of their decision, by means of a declaration sent to the email address office@daisy-medical.ro or through the return form available on the Site. The burden of proof of exercising this right within the legal deadline lies with the Consumer.

III. CONDITIONS FOR RETURNING PRODUCTS AND REIMBURSEMENT

After notifying the withdrawal decision, the Consumer is obliged to return the products within a maximum of 14 calendar days from the date on which they communicated the withdrawal decision.

The direct costs related to the return of goods shall be borne by the Consumer, in accordance with the law. The Company will reimburse the value of the products within a maximum of 14 calendar days from the date on which it was informed of the withdrawal decision. The Company may delay reimbursement until the date of actual receipt of the returned products or until receipt of proof from the Consumer that the products have been dispatched. The Company will reimburse all amounts received from the Consumer. The Company is not obliged to reimburse additional costs in the event that the Consumer has explicitly chosen a type of delivery other than the cheapest standard delivery offered by the Company.

In the event that the Consumer returns only part of the products that formed the initial order, the Company will reimburse only the value of the returned products, without reimbursing the initial shipping cost, as this is considered a service fully rendered for the retained products.

It is recommended that products be returned in their original packaging to ensure their protection during transport. However, the absence or damage of the original packaging does not constitute a reason for refusing the right of withdrawal. In this situation, the Consumer is responsible for any diminution in the value of the product resulting from its handling, and the Company will retain a corresponding amount from the total price to be reimbursed. Returned products must be accompanied by all accessories and the purchase document.

The Consumer is responsible for any diminution in the value of the products resulting from handling them in a manner other than what is necessary to establish the nature, characteristics and functioning of the products. Amounts representing the diminution in value will be deducted from the returned price.

For Professional Buyers (B2B), purchased products may only be returned in cases of major non-conformity identified at delivery. Any commercial returns may be accepted only with the written agreement of the Company and may be subject to a fee of 10-20% of the product value.

IV. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Government Emergency Ordinance 34/2014, the Consumer cannot benefit from the right of withdrawal in the following cases, which are essential for the Company:

1. The supply of sealed products which cannot be returned for reasons of health protection or hygiene and which have been unsealed by the Consumer (for example, unsealed medical or veterinary consumables, accessories that come into direct contact with bodily fluids or animals).
2. The supply of products made to the Consumer's specifications or clearly personalized.
3. The supply of products which are liable to deteriorate or expire rapidly.

V. COMPLAINTS REGARDING NON-CONFORMITY AND DAMAGE AT DELIVERY

1. Damage at delivery (visibly affected parcels)

We recommend that the Buyer (B2C or B2B) refuse receipt of parcels that show visible damage (e.g.: torn, open, wet packaging) upon delivery by courier. The refusal must be noted on the delivery waybill (AWB). Complaints regarding the external condition of the parcel, made after acceptance and signing of receipt without objections, are considered unfounded.

2. Internal shortages and non-conformities (sealed products)

The Company is not liable for discrepancies, shortages or quality issues regarding products delivered in original sealed packaging, as these are the direct responsibility of the manufacturer/supplier. In order to facilitate the compensation procedure with the courier company, we recommend that Consumers report any shortage or visible damage to the products within 24 hours of receipt. This recommendation does not affect the Consumer's legal right to invoke the legal conformity warranty for defects that are not externally visible, throughout the entire legal warranty period. In its relationship with Consumers (B2C), the Company, as seller, is directly responsible for any non-conformity of the product with the contract. In the case of sealed products received from suppliers, the Company assumes the obligation to ensure their remedy or replacement within the legal warranty periods, without transferring this obligation to the manufacturer in relation to the Consumer. The provision regarding the exclusive responsibility of the manufacturer remains valid exclusively for B2B transactions.
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