SINCE 2019 WE OFFER DIVERSIFIED DELIVERY METHODS

I. INFORMATION DELIVERY IN ROMANIA

•   Return policy

1. COURIER DELIVERY, TO THE SPECIFIED ADDRESS (without additional charge for km. or kg.)

   • optionally you can opt for INSURING THE PARCEL → 1,99 RON

  2. DELIVERY IN LOCKER (no additional charge for km. or kg.)

  a. Easy Box SAMEDAY, delivery fee → 17,99 RON (in the towns in the area of the EasyBox locker network)

  • you are notified by email and by SamedayApp when you can pick up the parcel, it is available in the Easybox locker 36 hours after the notification

  b.  POSTA PANDURI parcel machine  (no extra charge for km. or kg.)

  • National, delivery tax → 12,99 RON (in the localities of the Pachetomate network) → currently unavailable

  • you are notified by SMS when you can pick up the parcel, it is available in the package machine 72 hours after the notification.

  3. Personal pickup (by appointment)  from the 12note.ro headquarters - Sector 4, BUCHAREST, entrance Binelui 1A - 0 RON

  • then contact us by phone, at least 15 minutes before, to schedule together the pick-up of the products, from Monday to Friday between 11:00 a.m. and 4:00 p.m.

4. OBSERVATIONS

• the "Same day delivery" method is valid for orders placed from Monday to Friday between 00:00 → 13:00 (they will be delivered on the same day until 21:00 ). Delivery is made only to addresses in Bucharest (not including Ilfov county) .  In isolated cases and extreme situations, if the delivery cannot be made on the same day,  due to various factors and situations that can influence deliveries (extreme weather phenomena, lack of stock, etc.), you will be notified  and you will be fully refunded the counter value of the amount related to the products and the delivery fee. → currently unavailable

• by insuring the parcel in case of its damage or loss, there is no need to wait for the situation to be resolved within the legal term offered by the courier company (which is up to 30 days). Simply report and document the package loss or damage, and we'll send you a new, identical package for a refund (in stock availability).

*if the initial parcel (the damaged or lost one) is already paid in advance (online), after resolving the situation within the legal term (maximum 30 days) we will reimburse you in full the consideration paid for the package mentioned above (the damaged or lost one).

• during this period, under normal conditions NO KM. CHARGE IS CHARGED ADDITIONAL. However, there may be isolated situations and cases for locations outside the courier company's coverage area, in which  the additional delivery fee may vary between 10 - 100 RON, depending on how many km. additional charges are calculated and charged by the courier company. In these situations, the exact value of the transport fee will be communicated to you when you are contacted to confirm the order. At that point you can opt to cancel the order, if applicable.
• during this period, under normal conditions, NO KG. CHARGE IS CHARGED ADDITIONAL. However, there may be situations and isolated cases of orders consisting of parcels heavier than 5 kg. An additional fee of 1 RON/kg. can be added to them. In these situations, the exact value of the transport fee will be communicated to you when you are contacted to confirm the order. At that point you can opt to cancel the order, if applicable. Parcels over 30 kg. a fee of 50-200 RON can be added to them (depending on the locality).
• the minimum order is 50,00 RON, this amount represents the value of the products (without delivery fees).
• 12note.ro wants to offer Customers a delivery as fast as possible, within 24 hours (1 day) under normal conditions. For this purpose, we have concluded contracts with several courier companies, but due to various factors and situations that can influence deliveries, their term can be extended up to an interval of 2-14 working days (depending on the availability of the courier companies, meteorological factors etc.). During all this time, the Customer has the right to withdraw from the contract (to cancel the order), being refunded the value of the order, including the amount equivalent to the transport. The exception situations are when a special order is made, requested by the Customer, which requires bringing the product specifically for him, customizing the products at the request of the customer, etc., exceptions in which the money cannot be returned, the Customer obliging himself to purchase the respective products.
• the buyer has the obligation to check the condition of the package at the time of delivery by the courier, if the package shows significant damage, traces of aggression or if the seal has been broken, please refuse to receive it. To request possible compensation from the courier company, check the integrity of the package and the products (if possible) in the presence of the courier agent and request the conclusion of a statement of findings. Subsequent complaints, unaccompanied by a report from the courier, are not taken into account. For additional details, please read the "Terms and conditions" section.
• in the event of any complaints after the package has been taken over by the customer or a third party, such as: missing / damaged / unsealed products or any other situations, the buyer is obliged to present a clear video proof of the time of unsealing and opening of the package, in maximum 24 hours after picking up the package from the courier. Without a video proof, there is a possibility that complaints cannot be resolved.  For additional details, please read the "Terms and conditions" section .
• we recommend filming the moment of opening the package in order to represent a video evidence in case (by mistake) a wrong, incomplete order happens to be sent to you or if the products have manufacturing defects. Any complaints without a video proof in which the unsealing of the package can be clearly seen are not taken into account! 
• delivery will be made to the address specified by the Customer at the time of placing the order. For possible changes / redirections of the delivery address, please contact us to try to find a solution. The redirection is an additional service, performed at the request of the Client and the consideration will be paid by the client, depending on the locality or other aspects specific to each individual case.
• the tax invoice will be sent to the e-mail address provided by the Customer at the time of placing the order or will be uploaded to the Customer Account (if the Customer has created an account on www.12note.ro ). In certain situations, the Fiscal Invoice related to the Customer's order is issued after the order has been successfully delivered and completed.

II. RETURN POLICY (WITHDRAWAL DECISION)

• the exercise of the right of withdrawal applies within the legal term of 14 calendar days only for products ordered online and delivered remotely, by courier, not for those with personal pickup from the 12note.ro headquarters.
• the term of 14 calendar days is calculated starting from the day on which the Customer or a third party, other than the carrier and indicated by the Customer, takes physical possession of the product or the last product if the Customer orders products through a single order multiples that will be delivered separately.
• in order to exercise the right of return, the Customer is obliged to notify 12note.ro of his decision, before the expiry of the period of 14 calendar days, by completing the " Exchange / return " form or by email: comenzi@12note.ro . Return requests exercised after the legal period of 14 calendar days are not valid.
• the customer will be contacted and informed by email or phone regarding the receipt and resolution of the " Exchange/return " request. The trader will respond to the notification, in a maximum of 5 working days.
• in the case of campaigns where a free product is offered, such as "Gift", "Promo Packages", etc., in the case of returning the purchased products, the products must be returned together with all the accessories, samples/gifts, exactly as they were received by the Client.
• returns by fast courier will not be refunded. The return of the money paid will be made after the verification of the integrity of the products, by bank transfer.
  In order to avoid the refusal of damaged parcels and to check the integrity and condition of the products and accessories, it is mandatory that the return be made with the possibility of checking the parcel at its reception. In the event that the package and/or the products show bumps, damages or non-conformities and cannot be checked in the presence of the courier agent (in the absence of the option to check the package), its reception will be refused, returning to the sender (customer). 

ADVICE: In order to request possible compensation from the courier company, we recommend that you check the integrity of the returned product in the presence of the courier agent and request the completion of a statement of findings.

• we mention that the unsealing of parcels and the verification of returned products is carried out in a video-supervised area, and if all return conditions are met, 12note will return to the bank account sent by the Customer, the amounts received as payment for products from the Customer, within a maximum period of 14 calendar days from the date on which he took physical possession of all the products returned by him, less the amount equivalent to the product delivery fee, which entered the account of the courier company, this is borne by the Customer.
• in the case of orders paid online by bank card, the return of the related amounts will be made to the same account, within 3-30 days from the acceptance of the return.
• in the case of orders paid online by bank card or by bank order, processed and handed over to the courier in order to be sent to the recipient, in case of refusal of the package by the recipient, regardless of the reason, the return policy is applied, and the amount equivalent to the transport fee will not be returned to the customer, according to terms and conditions.
• the costs of transporting the products, respectively the direct costs related to the return, are borne by the customer. The return will be made by the same method by which the delivery was made (fast courier), return shipments by Romanian Post not being accepted.
•  for the manufacturing defect detection procedure, the customer must send the product by courier or personally bring the product to the 12note headquarters. The products found after the checks, with a manufacturing defect, will be brought back to working condition or, if this is not possible, they will be replaced with an identical product within a maximum of 14 days. In this case, the standard return procedure for sealed and untested products does not apply.
• we reserve the right to refuse to accept the return in case of abuse (repeated, unjustified returns). Please check the physical integrity of the parcels when you receive them from the courier company, in the presence of the courier, and ask for a damage report if the products show signs of damage. Any subsequent complaint will not be considered.

Considering the nature of the products and the legislation on the marketing of cosmetic products (according to GEO 34/2014 - art. 16) , the Customer undertakes to return them in perfect condition, unused, untested, with the original seal intact and the packaging undamaged. 

   EXCHANGE/RETURN FORM   

Phone  +40768622287

↓ Or download the form in electronic form ↓

Word →        PDF → 

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 *Prices shown include VAT