Return and exchange of products

Return Terms and Conditions
Natalia Shop SRL
Str. Sgt. Constantine Moses 5D
ID: 48539035
EUID: ROONRC.J40/13760/2023
Email: contact@naticake.com
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1.1 General conditions
According to the legislation in force (OG 34/2014 supplemented by Law 51/2003 on the legal regime of distance contracts - art. 12, point a) and Directive 97/7/EC of the European Parliament and the Council of 20.05.1997 on consumer protection with regard to distance contracts - art. 3, point (2), first paragraph) contracts for the supply of food, beverages or other consumer goods provided at to the consumer's domicile, at his residence or at his place of work through stable distributors cannot be unilaterally denounced. From the moment the order is placed and it contains products made to order (images or edible decorations in particular), these products can no longer be returned and the refusal to receive these products will not lead to the return of the amount of money in the account.
Also, in accordance with GEO34/2014 with subsequent amendments and additions, for non-food products the consumer benefits from a return request period of 14 calendar days valid from the date when he came into possession of the product ordered online and delivered via a courier approved by the supplier.
The consumer has the obligation to personally receive the package with the ordered products, and if the package is damaged, to ask the courier on the spot to draw up a damaged package report. The damaged package will NOT be opened for product inspection. In this case, the consumer can, without opening the package, refuse to receive it. We do not accept subsequent complaints or the return of products for which, upon receipt of the parcel with visible traces of external damage, a "damaged parcel" report was not drawn up, an option offered by the courier.
The provisions of GEO 34/2014 apply only to the consumer defined as any natural person or group of natural persons constituted in associations as defined in art. 2 point 2 OG 21/1992 on consumer protection, republished, with subsequent amendments and additions.
In accordance with GEO34/2014, the Consumer who wishes to exercise his right of withdrawal and return must consider the following aspects:
The returned product must be in the same condition in which it was delivered (in the original packaging with all accessories, with intact labels and accompanying documents).
The return costs will be fully borne by the consumer, and the reimbursement of the product value will be made within 14 calendar days at the latest from the receipt of the product that was the subject of the sale.
Products shipped via courier MUST be returned with the "Open package on delivery" option to allow the supplier to check the content and physical appearance of the returned product. If the returned products do not benefit from this option, Natalia Shop SRL reserves the right to refuse their reception.
The shipment of the improperly packaged product, which leads to its damage during transport, incurs the full responsibility of the sender, in this case the consumer.
The Supplier checks the physical and functional appearance of the returned products within 14 days from the date of purchase and will inform the Consumer about their condition.
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1.2. Return request
We recommend that you send us a message to contact@naticake.com containing identifying information such as your order number and/or date of order placement, express courier tracking number, your first and last name, and/or shipping or billing address. Any of these data can help us to identify the order as quickly as possible and the return procedure can be carried out much faster.
You must tell us the products you want to return and the reason you want to return those products.
CAREFUL!
Personalized products cannot be returned: waffles, icing sheets, chocolate transfer sheets. All these products are made to order, even those that are presented with a picture on the store. We can only exchange products for new ones if a fault in the delivery process is proven (parcel arrived damaged, products damaged or completely destroyed).
Please send us the data for the refund: IBAN, beneficiary, beneficiary's bank. You can also opt to use the money for subsequent orders, in which case please specify this!
The consumer must ship the product he wishes to return, at his own expense, to the address that will be communicated to him following the conversation held exclusively by e-mail. We reiterate the request to use email communication to contact@naticake.com.
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1.3. Conditions regarding the condition of the product for which the return is requested
be with the specific identification labels and packaging intact.
be accompanied by all the accessories it was delivered with, including the user manual and warranty certificate, if applicable.
not to show physical or functional damage.
not to present missing elements or subassemblies.
not have traces of use or installation (food scraps, dust, stains, scratches, cut pipes, modifications, etc.).
If the returned product was accompanied by promotional materials or gifts, these will also be returned in the physical, functional and packaging conditions as received.
If the returned product does not meet the mentioned return conditions, the supplier reserves the right (in accordance with GEO134/2014) to withhold from the value of the product the sums necessary to recondition it to bring it to the original state when it was received by the Consumer.
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1.4. Situations in which products purchased online cannot be returned
Products in one or more of the following situations cannot be returned:
Food and similar products, due to the risk of spoilage.
Products ordered online but which were picked up directly from the warehouse.
Products purchased by legal entities.
Products brought on "special order" (SPECIAL ORDER is defined as the list of products ordered by the Consumer and which are not in the usual stock of the Supplier but which can be delivered on the basis of a firm order and the payment of an advance, in the terms agreed by the parties).
Products with damaged or missing product or packaging identification labels.
Products that show signs of use or installation (food debris, dust, stains, scratches, cut pipes, modifications, etc.).
Personal hygiene products (pillows, mattresses, bed linen, towels and other textile items intended for direct contact with the body) that have been unsealed and used, according to GEO 34/2014 on sanitary and hygiene protection.
Products that show traces of use or installation (food residues, dust, stains, scratches, cut pipes, modifications, etc.) or that have been used for direct contact with the body for reasons of hygiene and sanitary protection.
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1.5. General conditions regarding the return of money to the Consumer
The refund is made only if the product has been paid for by the Consumer and returned to the Supplier in the terms specified by law (OG34/2014 with all subsequent additions).
The money can be returned by bank transfer to the account or directly to the card with which the payment was made.
For canceled orders or products returned within the first 14 calendar days of purchase (to the extent that the products fall into the category of those accepted for return), the refund period is 14 calendar days from the date the Supplier received the returned product. If the product has not been shipped to the customer, the refund period is 14 calendar days from the date on which the Customer requested the cancellation of the order (if the products fall into this category) and the return of the money.
Non-perishable products, which are not made to order or do not have a degree of uniqueness or high rarity (ordinary, consumer products - toys, cosmetics, home and garden accessories, etc.) that the customer wishes to refuse even though an order has been placed for them can have the value returned only after the 21 working day period has expired, which had to be respected anyway. We don't ask questions, you don't have to give us an explanation about canceling your order, it's your right to cancel but there is this provision that we ask you to keep in mind before placing your order.
Refunding the money on the card has no fixed term, being a 100% automatic process and strictly related to the connection between our online payment processor and the Customer's bank.