Returning products
These rules apply ONLY to the ONLINE store, physical stores do not offer a refund for the purchased product, only its exchange or sending it to the factory for repair during the warranty period.
If you are not completely satisfied with the products you purchased and wish to return them, you will have the option to return them by courier within a maximum of 15 calendar days from the date of receipt of the order. The return process is done by following the steps below:
– Please contact us before making the return, by calling this phone number: 0730 803 089 and let us know your intention to return the product/products. Also by phone, please let us know the option you want, a refund or replacing the product/products with another product/products.
The product(s) you wish to return must be properly packaged to prevent defects arising from the transportation of the product(s).
After following the steps mentioned above, the product(s) must be sent via Fan Courier to the address: STEMA VERDE SRL, Kapa Commercial Center, Divizia 9 Cavalerie Street, no. 4, Timisoara, Timis County. (You must contact the courier company) and the return shipping fee will be paid by you.
Please note that returned goods must always be accompanied by the INVOICE for the returned product(s). According to the legislation in force (Emergency Ordinance 34/2014), regarding products purchased remotely, you have a maximum of 15 calendar days from receipt of the package to notify us of your intention to return the products. In order to improve the quality of the products and services offered to our customers, we will be grateful if you tell us the reasons for the return. Thank you!
Also, when you notify us of your intention to return, you must also specify the method of compensation, choosing from:
1. replacing the product with a similar one or another product from stock.
2. receiving the money back.
If you choose the first option (namely replacing the product with another product in stock) and this results in a difference in money, the following procedure will be followed:
– if the product you chose is cheaper, then we will refund the difference to your bank account.
– if the product you chose is more expensive, then you will pay the difference like any other order, upon receipt of the package.
If you choose the refund option, you must make sure that you have sent the correct IBAN so as not to delay the refund process.
The refund is made exclusively through a bank account, parcels that are sent to us in the cash on delivery system are not accepted. The return payment is made within a maximum of 15 working days from the confirmation of receipt of the return and all the information necessary to make the payment. The cost of returning the product/products is borne by the customer if there is no promotion applied that indicates otherwise .