After receiving the package, the customer checks its content. If they find irregularities or inaccuracies, the customer will contact the seller, NATURA PAPER, to resolve the issues. Notification can be sent by e-mail to office@naturapaper.ro, within a maximum of 24 hours from receiving the order.
As a general rule, enshrined in art. 16 para (1) lit. c of O.U.G. no. 34/2014 on consumer rights in contracts concluded with professionals, with subsequent amendments and completions, products made to the consumer's specifications or clearly personalized, sold through the website are exempt from the right of withdrawal.
For non-personalized products, customers benefit from the right of withdrawal within 14 days of receiving the order, according to legislation. Thus, within 14 days of receiving the ordered product either by you or by a third party named by you, other than the carrier, you have the legal right to renounce the purchase of the product, without penalties and without invoking a reason.
In advance, the customer must inform NATURA PAPER of their intention to return at tel. no.+40742175422 or by e-mail to office@naturapaper.ro, following the notification, they will be assigned a return number.
For personalized products, if modification or even cancellation of the order is desired, this is possible depending on the stage of the production process.
If cancellation of the order is desired when the products have not entered the production process, a minimum of 30% of the total order will be retained. Modification of the order is possible only with the agreement of NATURA PAPER.
For personalized products that have entered the production process, it is not possible to modify or cancel the order, the Customer being obliged to pay its full value.
Also, personalized products are exempt from the right of withdrawal, so they cannot be returned except in case of non-conformity.
The refund of the product value will be made at the price listed on the invoice/fiscal receipt accompanying the product and will be carried out immediately in the case of payments by bank transfer or in cash at the Seller's headquarters, or by bank transfer to the bank account indicated by the customer by the payment processor within a maximum of 14 days from receiving the refund request.
To meet the withdrawal deadline, it is sufficient to send the communication regarding the exercise of the right of withdrawal before the withdrawal period expires. If you withdraw, we will refund any amount we have received from you, including the costs
of delivery, without undue delay and, in any case, no later than 14 days from the date on which we are informed of your decision to withdraw from this contract. In any case, you will not be charged fees as a result of such a refund. We may delay the refund until the date we receive the products back or until you have provided proof that you have sent back the products, whichever is the earliest. You will have to bear the direct cost of returning the products.
Send the products or hand them over directly to us, without undue delay and, in any case, within a maximum of 14 days from the date on which you came into physical possession of the ordered product, either you or a third party mentioned by you, other than the carrier. The deadline is met if the products are sent back before the 14-day period expires.
The returned product must be in the same condition as it was delivered. Products that show physical modifications, blows, chips, scratches, shocks, signs of use, and/or unauthorized interventions, etc., are not accepted for return.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at office@naturapaper.ro or at the phone number: +40742175422.
The return of products can be requested in the following situations:
The information presented on the site is for informational purposes and may be modified by NATURA PAPER without prior notice. Also, due to space and information structure coherence considerations, product descriptions may be incomplete, but NATURA PAPER makes efforts to present and transmit the most relevant information about the products sold. If the ordered product proves not to comply with the specifications on the site or in the offer, its return can be requested, the customer being able to opt for its replacement or full refund. If the parties opt for replacing the product, and the value of the replacement product is lower, the customer will be refunded the amount paid in excess. The return costs as well as transport costs, if applicable, will be borne by NATURA PAPER.
The customer understands that the products sold by Natura Paper are handmade products through non-standardized manual procedures, and each copy is different, so there may be imperfections or slight differences between copies of the same product, aspects which do not constitute non-conformities and do not give the right to return.
You can report this and request the return of the product for replacement with a new product. In this situation, the Buyer has the right to refuse acceptance. In any situation, the Seller must be informed immediately about the damage to the parcel.
Please check the package in the presence of the courier, and if it is damaged, refuse it, then send a notification to the e-mail address office@naturapaper.ro. Otherwise, any subsequent complaint is void.
If a different product than the one ordered was delivered to you, please report this as soon as possible to return the product and have it replaced with the correct one. All return and transport costs of the correct product will be borne by NATURA PAPER.
In all the above cases, the products must be returned in the state they were received, in the original packaging, and accompanied by all accessories, original documents, and packaging in which they were received. Damage to the products or packaging may result in the refusal of the return.
If you wish to return the purchased products, you must:
a) either send the package by express courier to:
NATURA PAPER SRL, with registered office in Romania, Cluj-Napoca, Piața Unirii, no. 10, ap. 1, CLUJ county
b) or present yourself directly at the NATURA PAPER SRL address, with the products accompanied by the invoice or fiscal receipt with which the product was purchased.
NATURA PAPER SRL reserves the right to investigate any return request and not to process fraudulent or abusive return requests that occur after: consumption/provision/purchase of the good or service.
In the case of any return made in compliance with all the conditions detailed above, the value of the returned products will be refunded.
This order cancellation policy is subject to periodic changes, and customers are encouraged to consult it regularly to be aware of any updates. By placing an order, the customer confirms that they have read, understood, and accepted this return/refund policy.
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