Return Policy

You have 14 calendar days from the receipt of the package to withdraw from the contract, without justification and without penalties, in accordance with GEO 34/2014.

Important exception for flour (sealed food product)
For health and hygiene protection reasons (Art. 16 letter e of GEO 34/2014), sacks unsealed after delivery cannot be returned. You can only return sealed, unopened products, in their original intact packaging. If you opened a sack and something is not right with the product, it's not a return – it's a non-conformity: write to us and we will resolve it at our expense (see below).

How to initiate a return
Send us an email at office@artosgranos.ro within the 14-day period – you can use the form below or any clear statement indicating your decision to withdraw. We will confirm receipt and send you shipping instructions. Return address: Artos Granos SRL, Chitila Logistic Hub, Str. Rudeni nr. 77, Building 2, Chitila, Ilfov county, 077045, Romania. The direct cost of return shipping is borne by the customer, except for non-compliant or wrongly delivered products – in which case we pay.

Refund
We will refund all sums paid, including the cost of standard delivery, within a maximum of 14 days from the date you notified us of your withdrawal, using the same payment method. We may delay the refund until we receive the products back or until you provide us with proof of their dispatch, whichever occurs first.

Non-compliant, damaged, or wrong products
Inspect the package upon receipt, in the presence of the courier. If the packaging is damaged, note it on the AWB. For any non-compliant product (torn sack, wrong product, defects) you benefit from the legal guarantee of conformity (GEO 140/2021): replacement or refund, with shipping at our cost. Write to us at office@artosgranos.ro with photos and your order number.

Exchanges
The fastest option: return the sealed product and place a new order for what you want.

Exceptions to the right of withdrawal
In addition to unsealed sacks (explained above), customized products/products made to your specifications cannot be returned (Art. 16 letter c of GEO 34/2014).

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Withdrawal form (complete and email it only if you wish to withdraw from the contract):

To ARTOS GRANOS S.R.L., Str. Covasna nr. 4, Bl. E4, Sc. 2, Et. 3, Ap. 33, Sector 4, Bucharest, office@artosgranos.ro:

I hereby inform you of my withdrawal from the contract regarding the sale of the following products: ____________
Ordered on: ____________ / Received on: ____________
Consumer's name: ____________
Consumer's address: ____________
Consumer's signature (only if this form is notified on paper): ____________
Date: ____________