Payment, shipping and returns

vitamin-shop.com offers you the following payment methods:

Cash on Delivery (COD)

Payment by COD is made in full upon delivery of the order. In the case of product delivery by couriers, payment will be made to the courier performing the delivery.

Online Card Payment – Visa, Mastercard

It is possible to make online payments with your personal or company card under complete security conditions. Card payment is a safe method as your card data will not be stored by the processor, being secured and encrypted. To make the payment, you will enter your card number, expiration date, and CVV2/CVC2 code (the last three digits on the reverse strip that contains your signature). The currency in which the payment will be made is RON; for other accepted currencies, please contact us.

Product Delivery

Delivery will be made via express courier services:

• XX lei fixed shipping fee anywhere in Romania;
• XX lei fixed shipping fee in Bucharest;
• Free shipping for orders over XXX lei;
• Delivery in approximately 24-48 hours (working days) from order confirmation.

IMPORTANT:

For those opting for delivery to locations outside the courier company’s delivery area, an additional charge of XXX lei/km for the distance from the nearest branch to the destination location in one direction will be applied. The additional fee will be paid by the recipient.

Products are delivered by express courier within 24 hours in major cities and a maximum of 48 working hours in other locations (except for orders placed on weekends). Orders placed from Monday to Friday until 13:00 are dispatched on the same day. Orders placed from Monday to Friday after 13:00 are dispatched on the next working day. Orders placed on Saturdays and Sundays are dispatched on Monday. If one or more of the products you ordered are out of stock, you will be contacted by email or phone.

Payment for products is made by COD to the courier upon receipt of the package or online by card. We are not responsible for any delays in the packages, being exonerated from any liability in this regard through commercial contracts concluded with courier service providers.

Return Policy

If you are not satisfied with the purchased products, you can return them within 14 calendar days of receiving the package. To register the return, please contact us at 0700.000.000 or by email at contact@vitamin-shop.com.

The customer can request a refund or exchange for another product. In both cases, the refunded amount or the replaced product strictly refers to the cost of the products, excluding shipping fees. The shipping costs will be borne according to Ordinance 34/2014 “The consumer bears only the direct costs related to the return of products.” The amount refunded to the customer does not include transport or COD costs, only the purchase value of the product.

According to Article 14 (2) of the Emergency Ordinance no. 34/2014 regarding consumer rights within contracts concluded with professionals, the costs of returning products will be borne by the Buyer. By exception, in cases of non-conformity between the delivered products and the Order, the return costs will be borne by the Website Name after an internal analysis is carried out by the Customer Relations Department.

Return Procedure

If you are not satisfied with the purchased products, you can return them within XX calendar days of receiving the package. To register the return, please fill out the RETURN FORM.

Products must be returned in their original packaging with all accessories, without damaged packaging, scratches, or signs of use. Returned products must be in the same condition as received: without damages, without defects (except for hidden defects and excluding defects already reported by the client in correspondence with vitamin-shop.com). If the product was accompanied by a gift, the respective gift must also be returned.

Unsealed products will not be accepted for return. These measures are specific to sealed products as their expiration period starts from the first opening of the package, and with their use/testing, the risk of virus transmission to another person arises. Only products that comply exactly with the form in which they were delivered are accepted for return. According to the provisions of OUG 34/2014, “the end-user is only responsible for diminishing the value of products resulting from handling them differently than necessary to determine the nature, characteristics, and functioning of the products. The value reduction of products should not be discouraging for the end-user from exercising the right of withdrawal.” Consequently, if the consumer returns the product in a condition that diminishes its value, the merchant is allowed to reduce part of the amount refunded to the customer.

In the case of replacement with another product, it will be shipped as soon as possible (provided it is available in stock). We reserve the right to refuse the acceptance of a return in the case of repeated returns made by the customer and if the returned products do not meet the return conditions mentioned above.

Refund of the product value

After receiving the package, the client will be contacted by a member of the Customer Relations Department and informed about the refund term. The refund will be made within a maximum of XX days from the confirmation of the return receipt.

The value of the product will be returned by bank transfer to your personal account. For any details or clarifications regarding the return of products, please contact us by email or at one of the phone numbers displayed on the contact page.