Returns & withdrawal
Last updated: 6 October 2026
Two different things apply here, and which one applies to you depends on whether you buy as a consumer or as a business. The seller is ZIEGERT SRL (RO35793880, J40/3733/2016), Str. Sfântul Petru Tei nr. 59, Sector 2, București, Romania.
If you buy as a consumer
Under Romanian law — OUG 34/2014, which implements Directive 2011/83/EU — a consumer buying at a distance may withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason and without penalty.
- The period runs from the day you, or a third party you indicated, take physical possession of the goods.
- To withdraw, send us an unambiguous statement before the 14 days are over — online, from this page, or in writing. You may use the model form below, but you are not obliged to.
- Return the goods without undue delay and no later than 14 days after telling us.
- We refund all payments received, including the standard delivery cost, no later than 14 days after we are informed — but we may withhold the refund until we have the goods back, or proof that you sent them.
- You bear the direct cost of returning the goods.
- You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.
What cannot be withdrawn
The same law excludes the right of withdrawal for sealed goods which are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery. Ampoules, vials and sealed peeling sets fall in this category: once opened, they cannot be returned.
Withdraw online
Throughout the withdrawal period you can withdraw directly from this page: open the statement, fill in the three fields and send it with “Confirm withdrawal”.
Withdraw from the contract here
Once the statement is sent, you receive without delay, by email, an acknowledgement of your withdrawal with its content and the date and time it was sent. The withdrawal is valid if the statement was sent before the 14 days expired.
Model withdrawal form
The model in the annex to OUG 34/2014. Complete and return it only if you wish to withdraw.
- To: ZIEGERT SRL, Str. Sfântul Petru Tei nr. 59, Sector 2, București, Romania
- I hereby give notice that I withdraw from my contract of sale of the following goods: …
- Ordered on / received on: …
- Name of consumer: …
- Address of consumer: …
- Signature of consumer (only if this form is notified on paper): …
- Date: …
If you buy as a business
The 14-day statutory withdrawal right is a consumer right. It does not apply to purchases made in the course of a trade, business or profession. Business returns are agreed case by case, in writing, before anything is sent back.
Damaged, defective or wrong goods
This is separate from withdrawal and applies to everyone. If a product arrives damaged, if the packaging is deformed, or if the delivery does not match the order, tell us as soon as you notice, with photographs of the parcel and the contents. Do not use the product. We replace it or refund it.
Refunds
Refunds are made to the card used for the payment, in euro, unless we agree otherwise with you in writing. A refund costs you no fee.
Alternative dispute resolution
If you are a consumer and we cannot settle a complaint between us, you may use the alternative dispute resolution procedure run by the Romanian consumer protection authority (ANPC), at reclamatiisal.anpc.ro. The European ODR platform was discontinued on 20 July 2025.
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