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Return policy

For any questions or misunderstandings, we invite you first of all to contact us at 0755877877 or by e-mail: [email protected]

Legal basis

According to the Emergency Ordinance no. 34/2014 on consumer rights, you have the right to return the purchased products through a distance contract concluded with a professional, without specifying the reasons, within 14 calendar days from receipt of the package.

How to return the products?

According to O.U.G. 34/2014 "The consumer has the right to notify the trader in writing that he renounces the purchase, without penalties and without invoking a reason, within 14 calendar days from receiving the product".

In order to exercise your right to return the products, it is sufficient to inform us of your intention through an unequivocal statement, on a durable medium: an email or through the contact form.

Return conditions

The products must be returned in the condition in which they were received by the customer, with the packaging and all the original accessories intact, so that they can be resold like new.

If the products whose return is requested, have the following characteristics: damaged or dirty packaging, incomplete content, traces of wear, scratches, bumps, missing accessories, missing warranty certificates, Art Flame reserves the right to decide, as appropriate , acceptance or refusal of return.

Products that represent a "special order", defined as the product ordered by the customer with other colors, other sizes, other sizes and other configurations compared to standard products, cannot be returned.

Products modified according to certain parameters according to customer requirements cannot be returned (heat-resistant glass, fireplace doors, bios fireplaces, silicate plates, etc.)

Art Flame does not recommend the return of products already used or damaged to avoid the refusal of return and payment of return courier fees by the customer. If the products are returned in a condition in which they can no longer be sold as new, Art Flame reserves the right to charge a fee for bringing them back to their original stage (if possible) or, as the case may be, to cover any losses caused. of their deterioration.

Return address

Recipient: Art Flame S.R.L. Aurel Vlaicu nr 88, Iasi, jud. Iasi, Romania.

Who pays for return shipping?

Shipping costs for returning products are borne by ART FLAME.

Return the value of the products

If the return conditions are made, Art Flame returns exclusively the value of the products, not their transport to the customer.

The return of the value of the products accepted by Art Flame as a return will be made within a maximum of 14 calendar days from the date of termination of the contract by the buyer, without the latter being required to pay other expenses related to the reimbursement of the amounts.

Art Flame will return the money paid by the buyer by bank transfer: from the Art Flame account to the client's account (24-48 hours from payment processing);