Return policy / Withdrawal from contract

For Susurri products purchased online at www.susurri.ro
This procedure establishes the necessary contractual framework for the waiver of purchase of products purchased from the website www.susurri.ro, owned by Arcanum SUSURRI SRL, with registered office in Ghiroda, Strada Dunărea no.170, Timis County, registered at the National Trade Register Office under no. J35/5422/22.11.2022, TEL. 47219253.
Susurri customers may return products purchased from www.susurri.ro, subject to the terms and conditions of return set out in this procedure.

We inform you that, for contracts concluded at a distance, if you cancel your purchase by requesting the return of a product(s) purchased on the www.susurri.ro website, you expressly and unequivocally agree to accept in full the provisions of this product return procedure. This service does not limit in any way the rights of purchasers under the legal provisions in force, including the right of withdrawal provided for by O.U.G. no. 34/2014 on the rights of consumers in contracts concluded with professionals, as amended and supplemented, as well as for the amendment and completion of certain regulatory acts, which has materialized the transposition into national law of the provisions of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, as supplemented/amended by Article III of O.U.G. no. 58/2022, which has transposed into national law Directive (EU) 2019/2.161 of the European Parliament and of the Council of 27 November 2019.

1. Return policy for Susurri products purchased on www.susurri.ro

Products purchased on www.susurri.ro may be returned within 14 calendar days of receipt without stating reasons. The period of 14 calendar days is calculated:
● from the day on which the consumer or a third party other than the carrier and indicated by the consumer takes physical possession of the goods;
● where the consumer orders in a single order multiple goods to be delivered separately from the day on which the consumer or a third party other than the carrier and indicated by the consumer takes physical possession of the last good;
● in the case of contracts for the periodic delivery of goods for a fixed period of time, from the day on which the consumer or a third party other than the carrier and indicated by the consumer takes physical possession of the first good.
Returns of products sent after this deadline will not be accepted.

2. Conditions for the withdrawal/withdrawal procedure

In order to be able to exercise the right of withdrawal/withdrawal, as provided for in Article 11(1)(a) of the Directive, the Member State must (1) of GEO no. 34/2014, before the expiry of the withdrawal/return period, the consumer/consignee of the order must notify Susurri via the website www.susurri.ro of his/her decision to withdraw from the contract in one of the variants provided for in Article 11 of GEO no. 34/2014:
a) by using the model withdrawal form on the website www.susurri.ro, section “Delivery, return and cancellation”.
b) to make any other unequivocal statement expressing his decision to withdraw from the contract.
The consumer has exercised his right of withdrawal within the 14-day withdrawal period if the notice on the exercise of the right of withdrawal is sent by the consumer before the expiry of that period.
The exercise of the right of withdrawal terminates the obligations of the contractual parties to perform/terminate the contract at a distance or off-premises, subject to the following :
● the products that the buyer intends to return must be in their original packaging, sealed and in a condition that allows them to be put back on sale, without any physical/aesthetic changes, dents, scratches, mechanical shocks, etc. Returns cannot be accepted if the products are unsealed, defective, used, improperly packaged;
● the return of unsealed products by the customer is accepted only if the product(s) purchased are non-conforming (e.g.: it/they have a hidden, manufacturing defect, such as: non-conforming contents; the container of a product shows signs of deformation since manufacturing; the pumping mechanism of a perfume cannot spray the contents, etc.). According to the definition in Art. 2 pt. 21 of Government Ordinance No 21/1992, republished as amended, a hidden defect is the qualitative deficiency of a product which was not known and could not have been known to the consumer by the usual means of verification at the time of purchase;
● if the buyer/customer has benefited from a special offer and has received other promotional products/gifts together with the product(s) purchased, he/she will have to return all the products received, including promotional products/gifts. Unless all promotional products/gifts received are returned, returns will not be accepted;
● in the event that the buyer, by purchasing online on the www.susurri.ro website, has benefited from a special offer, which allowed him, under certain conditions, to purchase one or more products offered in exchange for his order or to benefit from various promotional samples at no additional cost, it will be considered that by return, the latter is no longer eligible to benefit from that offer or those samples. Specifically, if the value of the returned product(s) exceeds 50% of the amount paid for the original purchase, the purchaser will be required to return the product(s) he/she wishes to return only together with the samples/coupons/promotions or vouchers/products etc. received, i.e. the product(s) purchased on offer in exchange for the order of the returned product(s), so that Susurri can process his/her return request. Thus, products received as a gift/promotional or as a bonus/sample, etc., must be sealed, in original packaging, unused, unused, free of physical/aesthetic changes, dents, scratches, mechanical shocks, etc., fit to be sold again;
● in the case of the return of products, which were purchased in a promotional campaign or on the basis of a coupon/discount code, made after the end of the respective promotional campaign or after the use of the coupon/discount code, the customer/buyer will be refunded the amount he/she actually paid for the returned product;
● in the case of promotions where the discount is obtained by purchasing more than one product, the return is equivalent to the buyer giving up the promotion, regardless of the return period. In this case, the return is only possible on condition that the customer returns all the products whose purchase entitled them to participate in the promotion;
● products can only be returned if they are in the same condition in which they were delivered (they must contain all the accessories with which the product was delivered, as well as the instructions, and have no traces of use). Failure to comply with the above conditions means that Susurri is unable to process your withdrawal/return request;
The exchange of products bought on promotion, made after the end of the promotion or products bought on the basis of a coupon/discount code is only possible by replacing it with a product of the same type, with the same price (the price actually paid by the buyer/customer), which may differ only in size, colour or model.

3. Products not accepted for return (exempted from the right of withdrawal)

The following conforming products cannot be accepted for return:
● those which have been unsealed after delivery, which cannot be remarketed, which cannot be returned for reasons of hygiene or health protection
● those with physical/aesthetic changes or other defects attributable to the consumer;
● those that have been made/produced to consumer specifications or obviously customised.
The Buyer therefore acknowledges that he will not be able to avail himself of his contractual right of withdrawal and return in respect of conforming products unsealed by him.
The Buyer also acknowledges that he will not be able to exercise his contractual right of withdrawal and return of the personalised products at his request.

4. Withdrawal/return procedure when purchasing products from www.susurri.ro

The buyer or, where applicable, the recipient of the order, in order to exercise his right of withdrawal, must notify Susurri of his decision to withdraw from this contract, using an unequivocal statement to this effect available on www.susurri.ro.
The buyer will be able to fill in and submit the standard withdrawal form provided by Susurri. In order to comply with the withdrawal deadline in accordance with the legal provisions, the buyer shall return/hand over the products to the trader or to a person authorised by the trader to take delivery of the products, without undue delay, within the deadline indicated above. Any failure to comply with the provisions contained in this return procedure shall result in the buyer forfeiting the right to return the products, Susurri being fully entitled to refuse such a return.
Pursuant to Article 13 para. (2) of the O.U.G. no. 34/2014 on consumer rights in contracts concluded with professionals, the consumer understands and expressly consents that the reimbursement of the sums shall be made exclusively by bank transfer, in which sense he undertakes to provide Susurri with the details of a bank account for the transfer of the sums of money. In any case, the Consumer will not be charged any fees as a result of such a refund. The money back process is 14 days after receipt and validation of the product(s) conformity.
On the basis of the provisions of Article 13 para. (3) of GEO 34/2014, the consumer understands and expressly consents that no additional delivery costs will be reimbursed if he has chosen a delivery method other than standard delivery.
If the consumer does not request a refund, but instead requests a replacement/exchange of the product, after Susurri has determined that the return request is eligible (by analyzing the condition of the product), the consumer has the option to choose one of the following options:
● Replacement with an identical product from the www.susurri.ro website (same type of product, same quantity, etc.) that has the same economic value as the returned product at the time of purchase, provided it is in stock;
● Replacement with a different product from www.susurri.ro that has the same economic value as the returned product at the time of purchase, provided it is in stock.
The products that the consumer intends to return will be sent by the buyer to Arcanum SUSURRI SRL, at the address: Ghiroda, Strada Dunarea nr.170, Timis County, CP 307200.
Direct costs related to the return of goods will be borne by the consumer and will be charged against the return postage.
Parcels (returns) that are sent with payment on delivery will be shipped back to the consumer and the return will not be made.
You can send the parcel via a courier company to the above address. If you have any questions or queries, please contact us at www.susurri.ro in the “Contact” section.

5. Procedure when the consumer returns a product for which he suspects that it is not in conformity

In the event of non-conformity of the purchased goods, Susurri understands to comply with the legal provisions in force, including GEO 140/2021, which transposed into national law the provisions of Directive (EU) 2019/771 of the European Parliament and of the Council of 20 May 2019 on certain aspects of contracts for the sale of goods and established the legal framework for sales contracts concluded between seller and consumer, in particular rules on the conformity of goods, corrective measures in case of non-conformity, the modalities for the implementation of those corrective measures, as well as commercial guarantees in order to ensure a high level of consumer protection and the proper functioning of the internal market.
The Seller shall be liable to the Buyer for any non-conformity which exists at the time of delivery of the products and which is discovered within one year from that date.
The products shall be deemed to be in conformity with the contract if they: comply with the description, type, quantity and quality and have the functionality and other characteristics laid down in the sales contract; correspond to the particular purpose for which the consumer requires them, which the consumer made known to the seller at the latest at the time of the conclusion of the sales contract and which the seller has accepted; correspond to the purposes for which goods of the same type would normally be used, taking into account, where appropriate, the legal provisions in force, technical standards or, in the absence of such technical standards, codes of conduct applicable in the sector and specific to the sector; where appropriate, possess the quality and correspond to the description of a sample or model which the seller has made available to the consumer prior to the conclusion of the contract; where applicable, are supplied with accessories, including packaging, installation instructions or other instructions which the consumer can reasonably expect to receive; and they conform to the quantity and possess the qualities and other characteristics, including durability, functionality, compatibility and safety, which are normal for goods of the same type and which the consumer can reasonably expect, having regard to the nature of the goods and taking into account any public statements made by or on behalf of the seller or by other persons up the chain of transactions, including by the manufacturer particularly in advertisements or on the label.
It shall not be deemed to be a lack of conformity if at the time of purchase the Buyer knew or could reasonably have known of the lack of conformity of the products.
If the non-conformity of the goods is discovered shortly after delivery, not exceeding 30 calendar days, the buyer/customer may opt for:
● bringing the product into conformity by repairing or replacing the product with another identical product or with other products having the same economic value as the returned product at the time of purchase, provided the product(s) is/are in stock, unless the chosen remedy would be impossible or, in comparison with the other available remedy, would impose costs on the seller that would be disproportionate;
● a price reduction proportionate to the decrease in the value of the goods purchased compared to the value the goods would have if they were compliant;

The customer/consumer who suspects the non-conformity of a purchased product or has doubts about its originality and/or quality, can contact Susurri on www.susurri.ro “Return” section. The customer shall state in writing what the non-conformity of the product consists of and may request the return of the product by means of an unequivocal declaration to this effect.
Following receipt of the return from the consumer, Arcanum Susurri SRL will forward the complaint together with the product, packaging, proof of purchase document and the customer’s declaration to the product manufacturer, or where applicable, the authorized distributor, for investigation.

6. Expenditure relating to the return procedure

In accordance with Article 14 para. (2) of the O.U.G. no. 34/2014 on consumer rights in contracts with professionals, the direct costs related to the return of products will be borne by the buyer and will be charged to the value of the return. By exception, in cases of non-conformity or discrepancy between the delivered products and the order placed, the return costs will be borne by Susurri.

7. Provisions on the processing of personal data

In order to comply with the provisions of Regulation No 679/2016 (on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC – GDPR), Arcanum SUSURRI SRL is the controller, and in order to comply with the legal formalities relating to the return of the product, we inform you that the controller will process personal data under the conditions set out in Article 6 para. (1) lit. b) of the GDPR, namely the following data: name and surname, domicile or residence, e-mail address, telephone number, bank account.
We will use personal data for the purpose of drawing up financial-accounting documents, in accordance with the legal provisions in force, including in compliance with the provisions of Article 13 para. (5) – (9) of O.U.G. no. 34/2014, as supplemented on 28.05.2022 by Point 19, Article III of O.U.G. no. 58/2022.
Please note that if you do not wish to provide us with these data, the return procedure is not possible, as we cannot comply with the mandatory requirements of the legislation in force.
…….
MODEL WITHDRAWAL FORM (according to Annex B of GEO no. 34/2014)
To,
Arcanum Susurri SRL, with registered office in Ghiroda, 170 Dunarea Street, Timis County, registered at the National Trade Register Office under no. J35/5422/22.11.2022, CUI 47219253.

I hereby inform you of my withdrawal from contract no. …………… concerning the sale of the following goods: ……………………………………………………………………………………………………………………………..
Ordered on …………………………. and received on …………………………..
Consumer name(s): ……………………………………………………………………………………………………………………………..
Consumer address(es): …………………………………………………………………………………………..
Signature: …………………(only if this form is notified on paper)
Date: …………………………………………………………………………………………………

Return policy in brief
You can exchange or return a product by following the instructions provided in the return procedure. The product can only be returned if it is in perfect condition, the packaging must show no signs of wear and must be sealed.

Frequently asked questions
I received a defective product via online order, can I return it?
Yes, returns can be made by courier, following the instructions provided in the return procedure.

The product I received is different from the one I ordered, can I return it?
Yes, returns can be made by courier, following the instructions provided in the return procedure.

How long does it take to get my money back if I return it?
Transport costs following the exercise of the right of return will be borne by the buyer and will be charged against the value of the return, and reimbursement of the value of the product will be made no later than 14 calendar days after the return by bank transfer.