Refund and return policy
If you bought a product, you have the right to cancel and return the order within 14 calendar days from the moment the package was picked up.
How do you proceed?
Email your return/exchange request to office@mallevo.ro with full name, order number and reason for return.
Contact Urgent Cargus, pay the transport (the transport is paid by us only if the product arrives defective or our colleagues made a mistake in the order) and send the package to the address you will receive later in the e-mail.
The transfer of money is carried out in a maximum of 14 calendar days, from the moment the product arrived at us.
Customers who are not satisfied with the product can return it and/or choose another product within the value of the returned product, in compliance with the terms and conditions below. Unsealed products, missing labels or original packaging will not be accepted for return. Before returning the products, customers must notify the merchant in writing to the e-mail address office@mallevo.ro , where they will specify the following:
- the product/products they want to return
- the reason for the return
- IBAN account and name (in case of reimbursement)
- the option of replacing or refunding the amount
– the costs of the replacement / exchange procedure will be paid by the buyer
To validate the return situation, please observe the following:
• The products you return must be in the same condition in which you received them.
• According to the law, the following products cannot be returned: intentionally damaged products, products with missing metals or crystals, worn products.
• Products that have undergone unauthorized interventions, those that show signs of wear or excessive use, scratches, chips, bumps, mechanical / electrical shocks, products that are missing accessories are not accepted.
• The return is made in the original packaging, with the original labels intact, the original warranty certificate (if issued by the manufacturer/distributor) and all the documents with which the product was delivered.
If you have not yet decided which product you want to choose in exchange for the returned one, you can opt for a digital voucher with the total value of the original order (returned product and shipping). This voucher can be used on www.mallevo.ro within 1 year of issue.
(2) Mallevo reimburses the amounts mentioned in para. (1) using the same payment methods as those used by the consumer for the initial transaction, unless the consumer has agreed to a different payment method and on the condition that the consumer does not have to pay commissions following the refund . (3) Without prejudice to para. (1), Mallevo is not obliged to reimburse the additional costs if the consumer has explicitly chosen a different type of delivery than the standard delivery offered by the professional. (4) Unless Mallevo has offered to recover the products itself, in the case of sales contracts, Mallevo can postpone the reimbursement until the date of receipt of the products that were the subject of the sale or until the moment of receipt of proof from the consumer according to which he sent the products to Mallevo, taking into account the closest date.
If the products to be returned were accompanied by any gifts, they must also be returned (a new product, gift voucher or free shipping).
If the product is, however, returned with signs of damage (which you did not announce), we reserve the right to refuse the return of the money or to make a partial return of the payment + other initial transport costs. (fee for returning the product to its original state)
The return of payments by bank transfer is also done by bank transfer, in the same account!
In cases where a different, incomplete or non-compliant product was delivered to you, we recommend that you contact us immediately by email at office@mallevo.ro attaching relevant pictures with the identified problem. The return shipping cost is borne by us only in the cases mentioned in this paragraph.
We reserve the right to select the clientele in the case of people who make an order and do not honor it for various reasons. Thank you!