Return policy

ALISIA ENCO Client/User could return the purchased products by means of a Contract, in the following cases:

  • The packages are seriously damaged
  • The products have been incorrectly delivered/invoiced
  • The products have manufacturing defects
  • The products have wrong sizes ordered by the Client/User

"The consumer has the right to notify in writing that he/she renounces the shopping, with no penalties or invoking a reason, within 14 calendar days from the moment the product has been received ". Also, in accordance with art. 9, paragraph 1 from Government Emergency Ordinance 34/2014, the Client has the right to unilaterally denounce the contract remotely, within 14 calendar days from the moment the product/products have been received, with no penalties or invoking a reason. In this case, the direct return costs of the products will be in the duties of the Client, in accordance with art. 14, paragraph 2 from Government Emergency Ordinance 34/2014.

The Client undertakes to notify ALISIA ENCO about his or her intention to give back the purchased products, by any means of written communication (e-mail/fax/etc) within maximum 14 calendar days from the moment the products/services have been received.

The Client/User that has notified ALISIA ENCO with respect to his desire to give back the purchased products, is responsible for making sure that the products which he/she referred to will be returned within maximum 14 calendar days; otherwise, ALISIA ENCO may consider this request as being unfounded/invalid and may refuse the return.

Before the withdrawal period, the consumer informs ALISIA ENCO about his decision to withdraw from the contract. For this purpose, the consumer may choose from the following options:

a) Use the model withdrawal form available on this page;

b) To make any other unequivocal statement expressing its decision to withdraw from the contract.

ALISIA ENCO Client/User will not be able to return the purchased products and/or will not claim any other penalty clause/indemnity, in the following situations:

  • In case the purchased product has been changed with another product that has other specifications or is of a different type, with the exception of the products that have wrong sizes ordered by the Client/User.
  • In case the return request for any of the situations mentioned above (the packages have serious damages; the products have been incorrectly delivered/invoiced; the products have manufacturing defects; the products have wrong sizes ordered by the Client/User) has the delivery date of the notification regarding the intention of return that overdues the estimated term of 14 calendar days, calculated from the next workday correspondent to the date of the respective contract.

According to the Government Emergency Ordinance 34/2014 (art. 16, letter d), ALISIA ENCO reserves the right not to accept the return of the products, which by their nature, cannot be returned or which may be rapidly damaged or deteriorated.

The Client/User will find information on the page of every product if the respective product is returnable or not. The products that constitute a kit should be returned as such.

  • In case of refunding the equivalent value of the product, this action will be undertaken in at most 14 calendar days from the moment the return has been confirmed.
  • In case a product is replaced with a new one that has the newly ordered size, the replacement will be made within the limits and conditions of a normal order.
  • In case the Client/User has asked for a return of a product, and ALISIA ENCO does not dispose of an appropriate product for replacement, this will offer to the client/User the equivalent value of the product.
  • The equivalent value of the extra services, that has been payed by the client, include but does not limit to the transport of the products and is not refundable.

In any case, the return/re-dispatch costs will be borne by the client, with the exception of the above-mentioned situations - the packages are seriously damaged; the products have been incorrectly delivered/invoiced; the products have manufacturing defects – ALISIA ENCO will support the equivalent value of the transport. Also, in case of delivery of one/several products that have not been ordered, the return costs are borne by ALISIA ENCO.

Download the return form