We want you to be happy with what you receive. If you nevertheless wish to give up an order, or if something is not right with the product you received, below you will find the steps to follow.
If you are a consumer, you have the right to give up your order within 14 calendar days, without having to explain your reasons and without paying any penalty.
The 14-day period runs from the day on which you, or a person indicated by you, take physical possession of the product. If you ordered several products delivered separately, the period runs from receipt of the last product.
This right applies to the printed publications ordered from the shop, subject to the exceptions set out below.
The law provides that the right of withdrawal does not apply in certain situations. In the case of our shop, these are:
Before you complete an order that falls into one of these categories, we will point this out to you, so that you know in advance that the product cannot be returned.
To exercise your right of withdrawal, there are three simple steps:
You may use the model withdrawal form provided by law, but this is not mandatory. Any message from which your decision is clear is valid.
The direct cost of returning the product is borne by you, except where the product you received was wrong, damaged or non-compliant — in which case we cover the shipping.
Please pack the product so that it arrives in good condition, and keep proof of dispatch.
Return address: PFA Toth Arina Niculina, Str. Șurianu nr. 12, ap. 4, Târgu Mureș, Mureș County, Romania. You may send the product by any courier or by post; please write your order number on the parcel.
You may leaf through and inspect the magazine as you would in a physical shop, in order to establish its nature and characteristics.
You are, however, responsible for any diminished value of the product resulting from handling that goes beyond what is necessary for that inspection — for example pages that have been filled in, torn, creased or stained. In such cases, we may deduct an amount corresponding to the loss in value from the refund.
We will return all amounts received from you, including the cost of standard initial delivery, within no more than 14 days of the date on which we were informed of your decision to withdraw.
If you chose a delivery method more expensive than the standard delivery we offer, the difference in cost is not refunded.
The refund is made using the same payment method you used for the order, unless you have agreed otherwise with us. For cash-on-delivery payments, the refund is made by bank transfer, to the account you indicate. The refund involves no additional cost for you.
We may withhold the refund until we receive the product back, or until you provide proof that you have sent it, whichever comes first.
If the product you receive is damaged, incomplete or different from what you ordered, please contact us. This is not a withdrawal but a conformity issue, and resolving it does not depend on the 14-day period.
You benefit from the legal guarantee of conformity provided by applicable law, for a period of two years from delivery of the product. Depending on the situation, you have the right to have the product brought into conformity by repair or replacement, to an appropriate price reduction, or to termination of the contract and the return of the amounts paid.
The costs of bringing the product into conformity are borne by us.
If you notice on receipt that the packaging is visibly damaged, you may refuse the parcel or ask the courier to draw up a damage report.
Please let us know as soon as possible, preferably with photographs of the parcel and the products, so that we can quickly find a solution: replacing the product or refunding the amount paid.
You can send us any complaint by email or by telephone. To help us look into it quickly, it is useful to tell us:
We confirm receipt of the complaint and reply as soon as possible, with the proposed solution or with the next steps.
We would like any dissatisfaction to be resolved directly with us, amicably.
If we do not reach a solution, you may contact the National Authority for Consumer Protection (ANPC) or turn to an alternative dispute resolution entity, under the legislation on the alternative resolution of disputes between consumers and traders.
You can cancel your order free of charge as long as it has not yet been handed over to the courier — usually within the first 2–3 working days after confirmation. Let us know by email at office@smartpuzzles.ro or by phone at +40 742 295 165, quoting your order number.
If you have already paid, we will refund the full amount within 14 days, using the same payment method you used (for cash on delivery nothing has been collected, so no refund is needed).
If the order has already been shipped, you can refuse it on delivery or use the right of withdrawal described above, within 14 days of receipt.
(complete and return this form only if you wish to withdraw from the contract)
— To: PFA Toth Arina Niculina, Str. Șurianu nr. 12, ap. 4, Târgu Mureș, Mureș County, Romania, email: office@smartpuzzles.ro
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): …
— Ordered on (*)/received on (*): …
— Order number: …
— Name of consumer(s): …
— Address of consumer(s): …
— Signature of consumer(s) (only if this form is notified on paper): …
— Date: …
(*) Delete as appropriate.
The form can be sent by email or by post to the address above. Using it is not mandatory.
For returns and complaints, you can write to us at office@smartpuzzles.ro or call us at +40 742 295 165.
Information about delivery and payment can be found on the Delivery and Payment page.
