Returns & withdrawal

Two different things apply here, and which one applies to you depends on whether you buy as a consumer or as a business.

The seller is ZIEGERT SRL (RO35793880, J40/3733/2016), Str. Sfântul Petru Tei nr. 59, Sector 2, București, Romania.

If you buy as a consumer

Under Romanian law — OUG 34/2014, which implements Directive 2011/83/EU — a consumer buying at a distance may withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason and without penalty.

• The period runs from the day you, or a third party you indicated, take physical possession of the goods.
• To withdraw, send us an unambiguous statement before the 14 days are over. You may use the model withdrawal form, but you are not obliged to.
• Return the goods without undue delay and no later than 14 days after telling us.
• We refund all payments received, including the standard delivery cost, no later than 14 days after we are informed — but we may withhold the refund until we have the goods back, or proof that you sent them.
• You bear the direct cost of returning the goods. The outbound delivery was included in the price; the return journey is yours.
• You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.

What cannot be withdrawn

The same law excludes the right of withdrawal for sealed goods which are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery. Injectable medical devices fall squarely in this category: once a syringe, a vial or a sealed kit has been opened, it cannot be returned.

If you buy as a business

The 14-day statutory withdrawal right is a consumer right. It does not apply to purchases made in the course of a trade, business or profession — which covers most orders on this site. Business returns are handled case by case, in writing, before anything is sent back.

Damaged, defective or wrong goods

This is separate from withdrawal and applies to everyone. If a product arrives damaged, if the packaging is deformed, if the batch is close to expiry, or if the delivery does not match the order, tell us as soon as you notice, with photographs of the parcel and the contents. Do not use the product. We replace it or refund it.

How to start a return

Write to the seller, ZIEGERT SRL, at its registered office — Str. Sfântul Petru Tei nr. 59, Sector 2, București, Romania — or reply to the order email you received, with the order number, what you are returning and why. We confirm the return address before you ship anything — goods sent back without that confirmation may not reach us.

Refunds

Refunds are made to the card used for the payment, in euro, unless we agree otherwise with you in writing.

Alternative dispute resolution

If you are a consumer and we cannot settle a complaint between us, you may use the alternative dispute resolution procedure run by the Romanian consumer protection authority (ANPC), at reclamatiisal.anpc.ro. The European ODR platform was discontinued on 20 July 2025 and is no longer available.