Refund policy

RIGHT OF RETURN / ORDER CANCELLATION

Welcome to the return/order cancellation information page!

HERE you have useful information about RETURN TERMS AND CONDITIONS

(essential section – please read very carefully)


1. Legal right of return – standard products, delivered from stock

According to current legislation (Government Emergency Ordinance 34/2014), only individual Customers have the right to withdraw from the contract within 14 calendar days, exclusively for standard products delivered from stock, which are NOT personalized and NOT made to order.

To be accepted for return, the product must cumulatively meet the following conditions:

  • to be unused, unassembled, unaltered;

  • to be returned in perfect condition, without signs of wear, scratches, chips, or other damage;

  • to be properly packaged, in the original packaging or an equivalent packaging suitable for shipping glass products;

  • to be returned complete, with all accessories and components originally delivered.

❗Fragile products that arrive damaged to the Supplier are not considered valid returns.


2. Mandatory return procedure

Returns are accepted exclusively if the following procedure is followed:

  1. The Customer must first submit a return request:

    • via the online return form on the website or

    • by email at: vanzari@modernglassart.ro

  2. Without a written approved return request, products will NOT be accepted, and the package will be returned to the Customer at their expense.

  3. After the return request is approved, the product will be shipped by the Customer to the address:
    MODERN GLASS ART
    Balastierei Street no. 13–15,
    Gilău, Cluj County, ZIP 407310
    Romania


3. Costs and responsibilities regarding returns

  • All costs and risks related to return shipping are borne exclusively by the Customer, unless the product is non-compliant or incorrectly delivered by the Supplier.

  • The Customer is fully responsible for properly packaging the product.

  • The risk of loss or damage during return shipping belongs to the Customer.

If the Client requests the return to be organized by the Supplier, the following costs will be withheld:

  • 35 lei + 2 lei/kg + VAT,
    to which additional costs for special or external transport may be added (if applicable).


4. Refund of amounts

Refunds are made within a maximum of 10 working days from receipt and verification of the returned product.

Refunds are made:

a) 100% of the product value, if:

  • the return request was submitted within the legal deadline;

  • the product is returned within 14 days;

  • the product arrives complete, intact, and compliant;

  • return transport was borne by the Client.

b) The product value minus transport costs, if the return is organized by the Supplier at the Client's request.

Amounts may be withheld from the refunded value if:

  • the product shows signs of use, scratches, damage, improper packaging;

  • components are missing;

  • the product requires bringing into compliance.

In these situations, the Supplier may retain up to 20% of the product value to cover costs of bringing it into compliance or loss of commercial value.


5. Customized / made-to-order products – NO right of return

❗ Customized or made-to-order products DO NOT benefit from the right of return, according to art. 16 letter c of OUG 34/2014.

Considered customized / made-to-order products, including but not limited to:

  • glass products made to custom dimensions;

  • decorated, sandblasted, engraved, painted, or hand-painted products – at the customer's request

  • products made according to RAL / PANTONE colors – at the customer's request

  • stained glass, artistic stained glass, display cases, glass inserts;

  • shower cabins, doors, screens, walls, balustrades, glass claddings made to special dimensions.

Order cancellation:

  • it is possible only within a maximum of 24 hours from placing the order;

  • after this deadline, in case of cancellation, the Supplier retains 50% of the product value, representing production, design, and material costs;

  • after the start of execution, the order can no longer be canceled.


6. Legal entities

⚠️ The right of return does not apply to orders placed by legal entities, regardless of the type of product, except in cases of proven non-compliance.