Refund policy
In short
Consumers may withdraw from the contract within 14 calendar days, without giving a reason.
The request can be submitted through the site's digital withdrawal feature, by email, or using the model form included in this policy.
Products may be inspected and tested only to the extent necessary to establish their nature, characteristics and functioning.
Cartridges, membranes and other sealed products may be exempt from withdrawal only if they have been unsealed and the legal health-protection or hygiene conditions apply.
1. Scope
This policy describes the cancellation, withdrawal, return and refund conditions applicable to orders placed on rivelo.ro. It supplements the RIVELO Terms and Conditions and applies mainly to distance contracts concluded with individual consumers.
The statutory right of withdrawal described below does not automatically apply to business customers or other professionals. For B2B orders, a return may be accepted only under the conditions agreed in writing with RIVELO or set out in a separate offer or contract.
2. Cancelling an order before shipment
An order can be cancelled at no cost before the parcel is handed over to the courier. Send the request as soon as possible through the feature available in your customer account, through the contact form, at contact@rivelo.ro, or at +40 720 123 551.
If payment has already been collected, the refund is initiated without undue delay. The actual time the amount is credited back to your account also depends on the issuing bank or payment processor.
3. Statutory 14-day right of withdrawal
The consumer has the right to withdraw from the contract, without giving a reason and without penalties, within 14 calendar days.
3.1. Calculating the period
- For a single delivery: the period runs from the day the consumer, or a third party other than the carrier indicated by the consumer, takes physical possession of the product.
- For multiple products delivered separately within the same order: the period runs from the day the last product is received.
- For a product delivered in multiple lots or pieces: the period runs from the day the last lot or piece is received.
- For periodic deliveries of products over a set period: the period runs from the day the first product is received.
It is sufficient for the withdrawal notice to be sent before the 14-day period expires.
3.2. How to exercise this right
Withdrawal may be exercised through any of the following methods:
- the digital withdrawal feature available on rivelo.ro, accessible from the returns area and/or the customer account;
- an unambiguous statement sent to contact@rivelo.ro;
- the model withdrawal form included at the end of this policy;
- any other clear communication showing the decision to withdraw.
For requests submitted through the digital feature, RIVELO will communicate, without delay, on a durable medium, confirmation of receipt of the withdrawal and its details. Using the model form is not mandatory.
Withdrawal by phone is accepted as an initial support request, but for traceability the consumer may be asked to confirm it through a written channel or the digital feature.
4. Returning products
After communicating the withdrawal, the consumer must send back the products without undue delay and no later than 14 calendar days from the date of the notice. The deadline is met if the products are shipped before the 14 days expire.
Products should be sent to the address indicated in the return confirmation. In the absence of a different address communicated by RIVELO, the correspondence address is: STARPAY TECH SRL, Str. Belizarie 22-24, Bl. 5/1, Sc. D, Et. 2, Ap. 52, Sector 1, Bucharest, postal code 013968. Do not send cash-on-delivery parcels; these may be refused.
This is an English translation provided for convenience. In case of any discrepancy, the Romanian-language version of this policy shall prevail.