Product Return Rules
Article 19 (14). Exchange of proper quality products
(1) The consumer has the right to request from the seller, within 14 days, the exchange of a non-food product of proper quality with a similar product, if the specified product does not fit due to shape, dimensions, model, size, color, or for other reasons and cannot be used for the purpose for which it was intended, with the corresponding price adjustment in case of a price difference.
[Article 19 (1) amended by Law 187 of 22.07.16, MO306-313/16.09.16 art.657; in force from 16.03.17]
(2) If the product necessary for exchange is not available, the consumer has the right to terminate the contract, and the seller is obliged to refund the cost of the product.
(3) The consumer’s request for product exchange or refund of its cost is fulfilled if the product has not been used, has not lost its consumer properties, and there is evidence of purchasing this product from the respective seller.
(4) The list of non-food products of proper quality that cannot be exchanged for a similar product is presented in the annex to this law.
[Article 19 (4) introduced by Law 187 of 22.07.16, MO306-313/16.09.16 art.657; in force from 16.03.17]
Annex
List of non-food products of proper quality that cannot be exchanged for a similar product:
Jewelry (precious metal jewelry with precious stones, precious metal items with semi-precious and synthetic stone inserts, cut precious stones).
Clothing and knitwear (underwear, bed linen, socks, and stockings).
Personal hygiene items (toothbrushes, combs, hair clips, curlers, tweezers, razors, electric razors, and other similar personal hygiene products).
Perfumery and cosmetic products.
Textile products (cotton, linen, wool, silk, and synthetic fabrics, ribbons, tapes, etc.).
Cable products (wires, cables, cords).
Building and finishing materials and other products sold by meter (linoleum, film, carpets, etc.).
Products and materials in contact with food, made of polymer materials, including disposable ones (dishes and kitchen and table accessories, packaging materials, containers for storing and transporting food (cans, barrels, etc.)).
Household chemicals, pesticides, and agrochemicals.
Household furniture (furniture sets).
Cars and motorcycles, trailers and accessories for them, mobile means of small agricultural mechanization, pleasure boats, and other household floating means.
Complex technical household goods with warranty periods (household appliances, radio electronic equipment, household computing and multiplying equipment, photo and video equipment, telephones (fixed and mobile), fax equipment, electric musical instruments, household gas equipment and devices).
Products for the prevention and treatment of some diseases at home (sanitary and hygiene items made of metal, rubber, textiles, and other materials, medical instruments, devices and equipment, oral hygiene products, eyeglass lenses, products for child care, medicines).
Toys.
[Annex introduced by Law 187 of 22.07.16, MO306-313/16.09.16 art.657; in force from 16.03.17]
Rules for Money Refund
Money can be refunded to the User by the same payment method used for the initial order.
In case of refunding money by bank card, the refund is made to the card with which the payment was made.
The refund of money to the User is made in full or in part if the POISON BRAND SRL partner cannot fully or partially supply the products ordered by the User.
The money for the order and its delivery is not refunded if the order was not delivered, not due to the fault of POISON BRAND SRL (User did not open the door, did not answer the courier’s call when delivering the order, or User provided an incorrect or non-existent address, etc.). Money is not refunded if the User did not check the completeness and integrity of the order at the time of receipt, etc.
In case of User’s refusal of the order or violation of the conditions for providing products and/or services by POISON BRAND SRL partners, including, but not limited to: in case of unilateral refusal to perform products and/or services, violation of delivery conditions, or non-compliance of product and/or service quality, including those causing harm to health, etc., the User is obliged to notify POISON BRAND SRL within 24 hours from the delivery of the order by e-mail at feedback@bypoison.com about his refusal of the order in written form.
The letter must specify: the reason for the refund, order number, documents confirming the payment of the order, banking materials, and Passport data: name and surname in the state language and IDNP, postal address The party requesting the money refund is obliged to provide evidence (references, photos, etc.).
The refund is made by POISON BRAND SRL within 7-14 working days from receiving the request from the User. The refund will be made only after confirming the violation and returning the product back to POISON BRAND SRL.
The User returns the product at his own expense, POISON BRAND SRL is not responsible for bank money retention.
The User should consider the fact that banks may charge commissions for money transfer services. POISON BRAND SRL refunds only the presence of paid goods and services and delivery costs.