Shipping policy
| Merchant | STARPAY TECH SRL |
| Delivery area | Romania |
| Contact | contact@rivelo.ro | +40 720 123 551 |
| Last updated | July 21, 2026 |
In short: we deliver throughout Romania, generally within 2-5 business days of order confirmation. The exact cost and available options are shown before checkout is completed.
1. Purpose and scope
This policy supplements the RIVELO Terms and Conditions. In case of discrepancy, mandatory legal provisions and the conditions communicated individually in the order confirmation prevail.
2. Delivery area
RIVELO delivers exclusively within Romania, to the address indicated by the Customer during checkout. We currently do not offer international deliveries through the standard online store flow.
Delivery to certain localities, hard-to-reach areas, or localities outside the courier's standard coverage may require an additional timeframe or cost. Any such cost is shown at checkout or communicated to the Customer before the order is accepted.
3. Courier partners and delivery methods
Orders are shipped, depending on availability, destination and parcel characteristics, through courier partners such as Sameday and Cargus. RIVELO may also use other carriers, without reducing the Customer's rights.
- Delivery to the address indicated in the order;
- Delivery to a locker/pickup point, if this option is available for the selected product and locality;
- Separate delivery for bulky or fragile products, or products shipped from different warehouses, with prior notice to the Customer.
The choice of carrier belongs to RIVELO, except where the Customer is explicitly given the option to select a specific shipping service.
4. Order confirmation, processing and shipment
After placing an order, the Customer receives an automatic confirmation of registration. The contract is considered concluded upon RIVELO's express confirmation of the order, in accordance with the Terms and Conditions.
Orders are processed on business days. Orders placed on weekends, legal holidays, or outside operating hours are processed on the next business day. To prevent fraud or clarify delivery details, RIVELO may request additional information before shipment.
When the parcel is handed to the courier, the Customer generally receives an email and/or SMS notification, which may include the tracking number. The availability and updating of tracking information depend on the carrier's systems.
5. Delivery times
The standard estimated timeframe is 2-5 business days from order confirmation. This is an estimate, not a guarantee of delivery on a fixed date, unless RIVELO has accepted a binding delivery date in writing.
This timeframe may be affected by product availability, promotional periods, high order volume, weather conditions, transport restrictions, incomplete addresses, logistics incidents, or other circumstances beyond RIVELO's reasonable control.
If delivery cannot take place within the communicated timeframe, we will inform the Customer and, as applicable, propose a new timeframe. For consumers, unless the parties have agreed otherwise, goods must be delivered without undue delay and, in any event, no later than 30 days from conclusion of the contract. Consumer rights in the event of delay remain those provided by law.
6. Delivery costs
The delivery cost is shown separately in the cart and at checkout, before the Customer places an order with a payment obligation. The cost may vary depending on weight, volume, destination, delivery option and any additional services.
Any free-delivery or reduced-rate promotion applies under the conditions communicated on the site. If, after the order is placed, a cost arises that could not reasonably have been calculated in advance, it will not be charged without the Customer's express consent.
For an order containing multiple products, RIVELO may make partial deliveries at no additional cost beyond the total cost accepted when the order was placed, unless otherwise agreed with the Customer.
7. Delivery address and contact details
The Customer is responsible for providing a complete and accurate address, the recipient's name, and a working phone number. Before shipment, errors can be corrected by contacting RIVELO as soon as possible.
If delivery fails due to incorrect details, inability to reach the recipient, or unjustified refusal to accept the parcel, it may be returned to RIVELO. A new shipment may be conditional on payment of the actual shipping costs, to the extent permitted by law and after informing the Customer.
To prevent fraud, changing the address after a paid order has been confirmed may require identity verification or cancellation and re-placement of the order.
8. Handover of the parcel and transfer of risk
For a consumer, the risk of loss or damage to the products passes to the consumer only when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the products.
As an exception, if the consumer chooses, on their own initiative, a carrier that was not offered by RIVELO, the risk transfers upon handover of the products to that carrier, without affecting the consumer's rights against the carrier.
For business customers, the transfer of risk and liability for transport may be set out in the offer, invoice, contract or commercial terms accepted individually.
9. Checking the parcel upon receipt
We recommend checking the outer condition of the parcel in the courier's presence. If the packaging is torn, crushed, wet, punctured, or shows other obvious signs of damage, ask the courier to record the situation in a report or use the carrier's damaged-parcel procedure.
The absence of such a report does not cancel the consumer's legal rights, but photos and documentation made at delivery help resolve the complaint faster.
10. Damaged, missing or wrongly delivered products
If the product is damaged in transit, missing from the parcel, or does not match the order, the Customer should contact RIVELO as soon as possible at contact@rivelo.ro or +40 720 123 551 and provide, if possible:
- the order number;
- a description of the problem;
- photos of the parcel, shipping label and product;
- the courier's report, if one was made.
RIVELO will review the complaint and propose, as applicable, product replacement, completion of delivery, repair, price reduction or refund, depending on the nature of the problem and applicable legal rights. Costs required to remedy an error attributable to RIVELO, or a transport risk borne by RIVELO, will not be passed on to the consumer.
11. Lost parcels and courier delays
If tracking is not updating or the parcel appears lost, the Customer may contact us to open an investigation with the carrier. RIVELO remains the consumer's contractual counterpart and will not make the exercise of legal rights conditional on the internal resolution of the complaint with the carrier.
If loss is confirmed before the transfer of risk, RIVELO will reship the products, if available, or refund the amounts owed, in accordance with the legal options and the agreement with the Customer.
12. Refusing the parcel and uncollected parcels
The Customer may refuse the parcel if obvious damage is observed or if the delivery is incorrect. For consumers, refusing the parcel does not automatically replace the withdrawal notice when the reason is simply a change of mind; we recommend using the digital withdrawal form or sending an unambiguous statement.
For parcels not collected or refused for reasons not attributable to RIVELO, the merchant may charge only the actual, reasonable shipping costs incurred, to the extent permitted by law. No such clause limits the consumer's right of withdrawal or rights relating to non-conformity.
13. Installation and installation appointments
Delivery of the product and the installation service are separate operations, unless the offer or order confirmation expressly states that installation is included. The courier does not carry out installation, connection or technical inspection of the system.
If RIVELO arranges installation through its own staff or partners under its responsibility, the date and conditions of the intervention are set separately. Non-conformity caused by incorrect installation is treated in accordance with applicable law when installation is part of the contract and was carried out by RIVELO or under its responsibility, or when the error results from deficient installation instructions.
The Customer must provide access to the location, compatible fittings and the technical conditions communicated. Additional work on plumbing, electrical wiring or furniture is not included unless expressly confirmed.
14. Deliveries to legal entities and professionals
For B2B orders, timeframes, costs, receipt conditions and transfer of risk may be set out in the commercial offer or individual contract. If no special conditions exist, this policy applies to the extent compatible with the nature of the professional relationship, without automatically extending the rights reserved by law for consumers.
Legal entities must inspect the products upon receipt and promptly report quantity discrepancies or visible damage, in accordance with their commercial obligations and the transport documents.
15. Force majeure and independent events
RIVELO is not liable for delays caused by events beyond its reasonable control, such as severe weather, transport disruptions, strikes, restrictions imposed by authorities, major IT incidents, or supplier disruptions. We will make reasonable efforts to limit the effects and inform the Customer.
This clause does not exclude the consumer's mandatory rights to request delivery, termination of the contract, or a refund under the law.
16. Contact and delivery complaints
For questions, changes before shipment, or delivery complaints, you can contact us as follows:
| Merchant | STARPAY TECH SRL |
| Address | Str. Belizarie 22-24, Bl. 5/1, Sc. D, Et. 2, Ap. 52, Sector 1, Bucharest, 013968, Romania |
| contact@rivelo.ro | |
| Phone | +40 720 123 551 |
17. Updates to this policy
We may update this policy to reflect legislative, logistics or operational changes. The version applicable to an order is the one available and communicated on the date the contract is concluded, without affecting rights already acquired.
Legal note: This policy must be read together with the Terms and Conditions, the Refund and Return Policy and the Privacy Policy published on rivelo.ro.
This is an English translation provided for convenience. In case of any discrepancy, the Romanian-language version of this policy shall prevail.