Cancelling an order before delivery
An order that has not yet been dispatched can be cancelled at any time, at no cost and without giving a reason. Write to us at contact@plastmach.ro or by phone on +40 729 421 940, quoting the order number.
If you have already paid, we refund the full amount within 14 days of the cancellation, using the same payment method you paid with.
Goods configured or made to your specification, where production has already begun, are the exception — see the exclusions below.
The 14-day right of withdrawal
If you are a consumer — an individual buying outside your trade, business or profession — you have the right to withdraw from the contract within 14 calendar days, without giving a reason and without penalty, under Romanian GEO 34/2014.
The period runs from the day you, or a third party you nominate, take physical possession of the goods. Where one order is delivered in several consignments, it runs from the last item received.
This right belongs to consumers. Purchases made by a company, invoiced to a legal entity, do not carry the statutory right of withdrawal — what we agreed in writing applies to those.
Goods cut to your own measurements fall outside those 14 days: being made to measure, they cannot be resold to anyone else. We flag this when the product is configured, before you place the order.
How to return something
- Send us an unambiguous statement of withdrawal at contact@plastmach.ro, within the 14 days. An email is enough; there is no compulsory form.
- We acknowledge it and give you the return address.
- Send the goods back within 14 days of telling us.
Return the goods in the condition you received them and, where possible, in their original packaging, with the accessories and documents that came with them. You may handle the goods as you would in a shop; you are liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Who pays what
- Returning conforming goods
- The direct cost of returning the goods is yours. For bulky goods that cannot normally be returned by post, the cost depends on size and we will estimate it on request before you decide.
- Returning faulty or wrongly supplied goods
- We pay, in full. You do not need to invoke the right of withdrawal — this is a conformity matter, covered by the guarantee section of the terms and conditions.
When you get your money
We refund everything we received from you, including the cost of standard outbound delivery, within 14 days of being told of your withdrawal. We may withhold the refund until we have the goods back or you show us they have been sent, whichever comes first.
Refunds go back by the method you paid with, unless we agree otherwise in writing. Card payments are refunded to the card used; how soon it shows on your statement is up to your bank.
If you chose a delivery method more expensive than our standard one, we refund the cost of the standard delivery.
When the right of withdrawal does not apply
Art. 16 of GEO 34/2014 sets out exceptions. The ones relevant to what we sell:
- Goods made to your specification or clearly personalised — including joinery configured to your measurements, which cannot be resold to anyone else.
- Sealed goods that cannot be returned for health protection or hygiene reasons and were unsealed after delivery.
- Goods that, after delivery, have been inseparably mixed with other items or irreversibly commissioned.
We flag this exclusion before you place the order, at the point of configuring the product. It concerns only withdrawal without a reason: your rights over goods that turn out to be faulty are untouched.
If our answer does not satisfy you
Come to us first — most situations are settled directly. If we cannot reach a solution, you may approach ANPC, including through alternative dispute resolution, or the European ODR platform: