Terms and Conditions

Last updated: April 2026

This document constitutes the framework agreement applicable to all purchases made through the artosgranos.ro website. Please read it in its entirety before placing an order.

1. Seller information

This website artosgranos.ro is operated by:

  • Company name: ARTOS GRANOS S.R.L.
  • Tax Identification Number (CUI): RO 50642481
  • Trade Register Number: J2024027672006
  • Registered office: Str. Covasna, Nr. 4, Bloc E4, Scara 2, Etaj 3, Ap. 33, Sectorul 4, Bucharest, Romania
  • Share capital: 500 RON
  • Bank account (IBAN): RO16REVO0000353683185526
  • Bank: Revolut Bank UAB Vilnius, Bucharest Branch
  • E-mail: office@artosgranos.ro
  • Phone: +40 731 683 025
  • Customer support hours: Monday–Friday, 09:00–17:00
  • Website: artosgranos.ro

ARTOS GRANOS S.R.L. is registered in the Trade Register and operates in accordance with current Romanian legislation.

2. Definitions

  • Seller — ARTOS GRANOS S.R.L., the operator of the artosgranos.ro website.
  • Buyer / Customer — any natural or legal person who places an order on the site.
  • Consumer — a natural person acting outside their commercial, industrial, or other business activity, in accordance with GEO 34/2014.
  • Professional client (B2B) — a legal entity or authorized natural person who purchases products for commercial or professional purposes.
  • Product — any item available for sale on the site, specifically Italian wheat flours.
  • Order — the electronic request sent by the Buyer through the site.
  • Contract — the agreement concluded between the Seller and the Buyer upon order confirmation.
  • Site — the online platform artosgranos.ro, including all its pages and functionalities.
  • Working day — any day from Monday to Friday, excluding public holidays in Romania.

3. Subject of the contract

These Terms and Conditions govern the contractual relationship between ARTOS GRANOS S.R.L. and Buyers who purchase products through the artosgranos.ro website. The document is drafted in Romanian and constitutes the law of the parties.

By placing an order, the Buyer expressly and unconditionally accepts these Terms and Conditions in the version published on the order date, confirming also that they have read and fully understood them.

4. Products

4.1 Product description

ARTOS GRANOS S.R.L. sells Italian wheat flours, with certified W specifications, available in 5 kg and 25 kg packages. Information about each product (type, technical specifications, price, quantity) is displayed on the respective product page.

4.2 Availability

All products are offered for sale subject to stock availability. The Seller will notify the Buyer if an ordered product is unavailable and will propose an alternative solution (another assortment or a refund of the amount paid). The display of a product on the site does not guarantee its availability.

4.3 Images and specifications

Product images are for informational purposes only. Technical specifications (W index, flour type, nutritional values) are provided by the Italian manufacturer and may vary slightly from batch to batch, within the declared standard limits. ARTOS GRANOS S.R.L. is not responsible for minor variations that fall within the manufacturer's standard tolerances.

4.4 Product purpose

The products are intended exclusively for food use in baking, pastry, and culinary preparation. They are not medical products, food supplements, or special dietary products. They are not recommended for people with celiac disease, wheat allergy, or severe gluten intolerance.

5. Allergens and food safety

ATTENTION — CONTAINS GLUTEN. All products sold by ARTOS GRANOS S.R.L. are wheat flours and naturally contain gluten (an allergen declared in accordance with EU Regulation No. 1169/2011, Annex II, position 1). People with celiac disease, wheat allergy, or gluten sensitivity should not consume these products.

Products are processed and packaged in facilities that may also process other grains. Possible cross-contamination with other gluten-containing grains. If you have specific food allergies or intolerances, contact office@artosgranos.ro before placing your order.

5.1 Storage conditions

Flour should be stored in a dry, cool place, away from direct light, at temperatures between 10–20°C and relative humidity below 70%. Do not store near strong-smelling substances. Once the packaging is opened, keep the product in an airtight container and consume it within the manufacturer's recommended period. Improper storage may affect product quality and invalidate the right to claim.

6. Prices

6.1 Price display

All prices displayed on the site are in Romanian Lei (RON) and include VAT (where applicable), according to current tax legislation. The final price of the order, including shipping costs, is displayed on the checkout page before confirmation and before the Buyer is obligated to pay.

6.2 Price changes

ARTOS GRANOS S.R.L. reserves the right to change prices at any time, without prior notice. The price applicable to the order is the one displayed at the time of placing the order and confirmed by the confirmation email.

6.3 Pricing errors

In the event that a product is listed at a clearly incorrect price due to a technical or human error, the Seller will notify the Buyer and offer the option to confirm the order at the correct price or to cancel it with a full refund. The Seller is not obliged to honor orders at clearly erroneous prices.

7. Order and contract

7.1 Legal capacity

Orders can be placed exclusively by adult natural persons (at least 18 years old) with full legal capacity, or by legally constituted legal entities through authorized representatives. By placing an order, the Buyer declares on their own responsibility that they meet this condition. ARTOS GRANOS S.R.L. is not responsible for orders placed by minors without the consent of parents/guardians.

7.2 Placing an order

Orders are placed exclusively through the artosgranos.ro website, following the steps indicated in the checkout process. The Buyer must provide correct, complete, and updated data (name, delivery address, contact details). ARTOS GRANOS S.R.L. is not responsible for delays or inability to deliver caused by incorrect data provided by the Buyer.

7.3 Order confirmation and contract conclusion

The contract is considered concluded when ARTOS GRANOS S.R.L. sends the order confirmation email. The mere placing of the order by the Buyer does not constitute acceptance by the Seller. The contract is drafted in Romanian, is stored electronically by ARTOS GRANOS S.R.L., and can be requested at any time at office@artosgranos.ro.

7.4 Order modification

Confirmed orders can be modified (delivery address, quantity) exclusively by immediately contacting support at office@artosgranos.ro or +40 731 683 025, before the product is dispatched. After dispatch, modification is no longer possible.

7.5 Order refusal

ARTOS GRANOS S.R.L. reserves the right to refuse or cancel any order in justified cases, including: out of stock, incorrect or incomplete delivery data, suspicion of fraud, abnormal order volume, inability to confirm payment. The Buyer will be promptly notified and any amount paid will be fully refunded within 7 working days.

8. Specific provisions for legal entity clients (B2B)

The provisions of this section apply exclusively to Buyers who purchase products as a legal entity or authorized natural person  for commercial or professional purposes.

8.1 Exclusion of the right of withdrawal

B2B clients do not benefit from the 14-day right of withdrawal provided by GEO 34/2014, as this applies exclusively to natural person consumers.

8.2 Responsibility for tax data

The B2B client is fully responsible for the accuracy of the tax data provided (CUI, company name, registered office address). Invoices issued based on the provided data cannot be modified later if the error belongs to the client.

8.3 B2B disputes

Disputes between ARTOS GRANOS S.R.L. and B2B clients shall be resolved exclusively through legal means, by the competent courts in Bucharest, without the obligation to go through the ADR/ODR procedure.

9. Delivery

9.1 Delivery area

ARTOS GRANOS S.R.L. delivers products exclusively within the territory of Romania, through partner courier services. No international deliveries are made.

9.2 Delivery time

The estimated delivery time is 2–5 working days from payment confirmation, depending on the delivery area and courier availability. These times are indicative. Delays not exceeding 10 working days do not constitute grounds for canceling the order or claiming damages. For longer delays, the Buyer may request cancellation of the order with a full refund.

9.3 Delivery cost

Shipping cost is calculated automatically based on order weight and delivery area and is transparently displayed on the checkout page before order confirmation. Free shipping may be available when a certain value threshold is reached, as indicated on the site.

9.4 Transfer of risk

The risk of damage or loss of products is transferred to the Buyer at the moment when they or a third party designated by them takes physical possession of the package, in accordance with art. 20 of GEO no. 34/2014. If delivery fails due to the Buyer's fault (wrong address, unjustified refusal, repeated absence), the risk is transferred to the Buyer from the date of the first delivery attempt.

9.5 Package receipt

Upon receipt of the package, the Buyer is kindly requested to check the condition of the packaging in the presence of the courier. If the packaging shows visible damage, the Buyer may refuse the package or note objections on the delivery document (AWB). Any damages found later must be reported to office@artosgranos.ro within 24 hours of delivery, along with photos of the packaging and product. Claims for transport damage received after this deadline cannot be processed.

10. Payment

10.1 Accepted payment methods

Orders can be paid by:

  • Bank card (Visa, Mastercard) — secure processing through Revolut Business
  • Bank transfer — IBAN: RO16REVO0000353683185526, Revolut Bank UAB Vilnius, Bucharest Branch, beneficiary: ARTOS GRANOS S.R.L. (mandatory mention of the order number in the reference)
  • Cash on delivery — available for eligible orders, with a possible additional cost displayed at checkout

10.2 Payment security

Card payments are processed through the Revolut Business platform, which uses SSL/TLS encryption and complies with the PCI-DSS security standard. ARTOS GRANOS S.R.L. does not access, process, or store customer bank card data — these are managed exclusively by the payment processor.

10.3 Payment confirmation

The order is processed and dispatched only after payment confirmation. For bank transfer payments, processing may take 1–2 working days longer than the standard delivery time.

10.4 Invoicing

The tax invoice is issued electronically and sent by e-mail within 24 hours of payment confirmation. If you need an invoice for a company, provide the tax details (CUI, company name, address) in the "Order note" field at checkout or contact us at office@artosgranos.ro before the order is dispatched. Invoices cannot be modified after issuance if the data was incorrectly provided by the Buyer.

11. Right of withdrawal — exclusively for consumers

This section applies exclusively to natural person Buyers acting as consumers, in accordance with GEO no. 34/2014.

11.1 Legal right of withdrawal

Consumers have the right to withdraw from a distance contract within 14 calendar days from the date of physical receipt of the product, without needing to state a reason and without penalties.

11.2 Exercising the right of withdrawal

To exercise the right of withdrawal, send a clear and unequivocal statement to office@artosgranos.ro or call +40 731 683 025, before the 14-day period expires. The statement must contain:

  • Full name
  • Order number
  • Product(s) for which withdrawal is requested
  • Date of package receipt
  • Contact details for refund

11.3 Conditions for returning products

Returned products must be:

  • In original, intact packaging, with the seal unbroken
  • Unused and in the condition in which they were delivered
  • Accompanied by the purchase invoice
  • Shipped within 14 days of sending the withdrawal notification

11.4 Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

  • Food products with sealed packaging opened after delivery — cannot be returned for health protection and hygiene reasons, in accordance with art. 16 lit. e) of GEO 34/2014
  • Products damaged or contaminated due to the Buyer's fault
  • Products improperly stored after delivery

11.5 Refund

The refund will be made within 14 days from receipt of the withdrawal notification, by the same payment method used for the order, without additional costs for the consumer. The Seller may delay the refund until the returned products are received or proof of shipment is provided, whichever occurs first.

11.6 Return cost

The cost of return is borne by the Buyer, except in situations where the product is defective, non-compliant, or incorrectly delivered due to the Seller's fault.

11.7 Model withdrawal form

You can use the form below (completion is not mandatory — any clear statement is sufficient):

WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)

To: ARTOS GRANOS S.R.L., e-mail: office@artosgranos.ro

I/We (*) hereby notify my/our (*) withdrawal from the contract of sale of the following goods (*):

— Product(s): ___________________________________________

— Order number: _______________________________________

— Ordered on (*) / Received on (*): _______________________

— Name of consumer(s): __________________

— Address of consumer(s): __________________

— Signature (only if this form is submitted on paper): _____

— Date: _______________

(*) Delete as appropriate.

12. Warranties and complaints procedure

12.1 Product conformity

ARTOS GRANOS S.R.L. guarantees that the delivered products comply with the published descriptions, declared specifications, and current food safety legislation.

12.2 Non-compliant / defective products

If you have received a non-compliant product (different from the one ordered, damaged in transit, compromised packaging, parameters different from those declared), contact us within 48 hours of delivery at office@artosgranos.ro, with photos of the product and packaging. We will replace the product or fully refund the amount, without additional costs for the Buyer.

12.3 Shelf life

Delivered products have the shelf life (minimum durability date) printed on the packaging. ARTOS GRANOS S.R.L. does not deliver products with an expired shelf life. The shelf life is valid exclusively under the storage conditions indicated in section 5.1.

12.4 Complaints procedure — steps

In case of any dissatisfaction, follow these steps in order:

  1. Step 1 — Direct contact: Send the complaint to office@artosgranos.ro or call +40 731 683 025. ARTOS GRANOS S.R.L. will respond within a maximum of 30 calendar days.
  2. Step 2 — ADR (if the solution is not satisfactory): File a complaint with ANPC through the ADR platform: anpc.ro/ce-este-sal/
  3. Step 3 — ODR (European alternative): Use the EU online dispute resolution platform: ec.europa.eu/consumers/odr
  4. Step 4 — Court of law: If no alternative procedure has led to a solution, you may address the competent courts in Romania.

ANPC Complaints: reclamatii.anpc.ro

13. Legal Guarantee of Conformity

In accordance with Law no. 167/2022 (transposing EU Directive 2019/771), consumers benefit from a legal guarantee of conformity.

For food products (flours), the guarantee of conformity is limited to the best-before date (minimum durability date) inscribed on the packaging — the perishable nature of the product determines this objective limitation. Products are delivered with a shelf life sufficient for normal use.

In the event of non-conformity found within the term, the Seller will ensure, at the consumer's choice, replacement of the product or refund of the price, without additional costs.

14. Personal Data Protection (GDPR)

ARTOS GRANOS S.R.L. processes Buyers' personal data as a data controller, in accordance with Regulation (EU) 2016/679 (GDPR) and Law no. 190/2018.

The collected data (name, address, email, phone, transaction data) are used for the purposes and on the legal bases described below. We do not sell, assign, or commercialize customers' personal data to third parties for their own purposes.

Processing Purpose Processed Data Legal Basis (GDPR Art. 6)
Order processing and confirmation Name, email, phone, address Art. 6(1)(b) — contract execution
Product delivery Name, address, phone Art. 6(1)(b) — contract execution
Order management and routing (via BaseLinker) Name, email, phone, address, products, value Art. 6(1)(b) — contract execution
Issuance of fiscal invoice Name/company name, address, VAT ID (if applicable), products, value Art. 6(1)(c) — legal obligation (Accounting Law no. 82/1991)
Package preparation and dispatch (fulfillment) Name, delivery address, phone, ordered products Art. 6(1)(b) — contract execution
Order communications (confirmation, dispatch, delivery) Email, phone Art. 6(1)(b) — contract execution
Newsletter and commercial communications Email Art. 6(1)(a) — explicit consent (withdrawal anytime)
Fraud prevention and transaction security Order data, IP, browsing behavior Art. 6(1)(f) — legitimate interest of the controller
Complaint and dispute resolution All relevant order data Art. 6(1)(f) — legitimate interest / Art. 6(1)(c) — legal obligation

14.1 Categories of Recipients of Personal Data

As a data controller, ARTOS GRANOS S.R.L. transmits personal data exclusively to the following categories of authorized recipients, strictly for the purpose of providing the contracted services:

  • E-commerce platform (external provider, servers partially outside the EU) — the technical infrastructure on which artosgranos.ro operates. Processes order, account, and browsing session data. International transfer is covered by the Standard Contractual Clauses (SCC) approved by the European Commission. Processed data: name, email, phone, address, order history.
  • Payment processor (external provider, EU) — authorized service for card payment processing, compliant with PCI-DSS standard and GDPR. ARTOS GRANOS S.R.L. does not access card data. Processed data: transaction value, tokenized card data, payer identification.
  • Order management and integration platform (external provider, EU) — a system that automatically retrieves confirmed orders and transmits them to invoicing and fulfillment services. Processed data: name, email, phone, delivery address, products, order value.
  • Invoicing software (provider from Romania, EU) — used for issuing fiscal invoices according to Romanian accounting law. Processed data: name/company name, address, VAT ID (for B2B), products, invoice value.
  • Warehouse and fulfillment service (provider from Romania, EU) — partner that physically prepares packages and hands them over to the courier. Processed data: name, delivery address, phone, ordered products, quantity.
  • Courier service (provider from Romania, EU) — the company that performs physical delivery to the indicated address. Processed data: recipient name, delivery address, contact phone number.

A detailed list of data processors can be requested at any time at office@artosgranos.ro.

14.2 Cookies and Similar Technologies

The artosgranos.ro website uses cookies and similar technologies for the correct functioning of the Shopify platform (session cookies, shopping cart, authentication), as well as analytics and performance cookies. By using the site, you accept the use of strictly necessary cookies for operation. For non-essential cookies (analytics, marketing), consent is requested separately through the cookie banner displayed on the first visit. You can manage cookie preferences from your browser settings or through the cookie banner on the site. Full details are available in the Cookie Policy on the site.

Your GDPR rights:

  • The right to access processed data
  • The right to rectify inaccurate data
  • The right to erase data ("right to be forgotten")
  • The right to data portability
  • The right to object to processing
  • The right to withdraw consent at any time, without affecting the legality of prior processing

To exercise your GDPR rights, contact: office@artosgranos.ro. We will respond within a maximum of 30 calendar days.

If you believe your rights are being violated, you have the right to file a complaint with the National Supervisory Authority for Personal Data Processing (ANSPDCP): dataprotection.ro, Bd. Magheru 28–30, Sector 1, Bucharest, email: anspdcp@dataprotection.ro.

For full details, please consult the Privacy Policy available on the site.

15. Website Usage

15.1 Permitted Use

The artosgranos.ro website is intended exclusively for personal browsing and legitimate order placement. Any other use requires the written consent of ARTOS GRANOS S.R.L.

15.2 Prohibited Use

It is strictly prohibited:

  • Automated data collection (scraping, crawling) without written consent
  • Placing false, fraudulent orders or orders aimed at disrupting activity
  • Using the site for illegal activities or to the detriment of other users
  • Any attempt at unauthorized access to the site's IT systems
  • Reproduction, modification, or distribution of site content without the Seller's written consent
  • Publishing false or misleading reviews

ARTOS GRANOS S.R.L. reserves the right to block access to any user who violates these provisions and to seek compensation for damages caused.

15.3 Website Availability

ARTOS GRANOS S.R.L. makes reasonable efforts to keep the site functional but does not guarantee uninterrupted availability. The site operates on the Shopify infrastructure — interruptions caused by Shopify's maintenance or technical incidents are beyond ARTOS GRANOS S.R.L.'s control. Temporary unavailability of the site does not constitute grounds for compensation claims.

15.4 External Links

The site may contain links to third-party sites (e.g., courier, ANPC). ARTOS GRANOS S.R.L. does not control and is not responsible for the content, privacy policies, or practices of external sites.

16. Intellectual Property

All content on the artosgranos.ro website (texts, images, logos, design, source code, trade names) is the property of ARTOS GRANOS S.R.L. or is used with the consent of the rights holders and is protected by copyright and intellectual property law. Reproduction, distribution, modification, or commercial use of any content without the prior written consent of ARTOS GRANOS S.R.L. is prohibited.

17. Limitation of Liability

ARTOS GRANOS S.R.L. is not responsible for:

  • Delivery delays caused by external factors (calamities, strikes, road traffic congestion, courier technical malfunctions)
  • Incorrect or non-conforming use of products by the Buyer
  • Damage caused by improper storage of products after delivery
  • Indirect damages, loss of profit, loss of commercial opportunity
  • Temporary unavailability of the site

The total liability of the Seller to the Buyer, for any cause, shall not exceed the value of the products actually ordered and paid for in the respective order.

18. Force Majeure

ARTOS GRANOS S.R.L. is not liable for non-performance or delayed performance of contractual obligations caused by force majeure events: natural disasters, fires, earthquakes, floods, general strikes, officially declared epidemics, acts of public authority, blockages in transport networks, major disruptions to the supply chain, or other unforeseeable and insurmountable causes, independent of the parties' will.

The Seller will notify the Buyer within 5 working days of the occurrence of the force majeure event. If the event exceeds 30 consecutive calendar days, either party may terminate the contract with written notice, the Buyer receiving a full refund of amounts paid for undelivered products.

19. Hardship

In accordance with art. 1271 of the Romanian Civil Code, if the performance of the contract has become excessively onerous for one of the parties due to exceptional circumstances arising after the conclusion of the contract, the affected party may request the adaptation of the contract or, if this is not possible, its termination. This clause applies in extreme situations and is not invoked for normal market variations (price fluctuations, minor currency changes).

20. Entire Agreement and Waiver of Rights

20.1 Entire Agreement

These Terms and Conditions, together with the Privacy Policy and any other policy published on the site, constitute the entire agreement between ARTOS GRANOS S.R.L. and the Buyer regarding their subject matter and supersede any prior understandings, written or oral, on the same subject.

20.2 Waiver of Rights

The failure of ARTOS GRANOS S.R.L. to invoke or immediately apply any right or provision in these Terms and Conditions does not constitute a waiver of that right or provision. A waiver of a right is valid only if expressed in writing and signed by an authorized representative of ARTOS GRANOS S.R.L.

21. Assignment of Contract

ARTOS GRANOS S.R.L. reserves the right to assign its contractual rights and obligations to a legal successor (in case of merger, acquisition, or reorganization), provided that the Buyer's rights are not negatively affected.

The Buyer may not assign contractual rights or obligations to a third party without the prior written consent of ARTOS GRANOS S.R.L.

22. Formal Notifications

Any formal notification between the parties (withdrawal from contract, complaint, termination, force majeure) shall be sent in writing, by email to office@artosgranos.ro or by registered mail with acknowledgment of receipt to the registered office of ARTOS GRANOS S.R.L. Email notifications are considered received on the next business day after sending, unless a delivery error message is received.

23. Applicable Law and Jurisdiction

These Terms and Conditions are governed by Romanian law, in particular the Civil Code, GEO 34/2014, Law 365/2002 on electronic commerce, and applicable EU legislation.

For consumers in the European Union: regardless of the choice of applicable law, the consumer benefits from the protection afforded by the mandatory rules of their country of habitual residence, if these are more favorable.

Any dispute that cannot be resolved amicably or through the SAL/SOL procedure (section 12.4) will be submitted to the jurisdiction of the competent courts in Romania.

24. Modification of Terms and Conditions

ARTOS GRANOS S.R.L. reserves the right to modify these Terms and Conditions at any time, to reflect legislative changes, operational changes, or service improvements. Modifications become effective on the date of publication on the site. Registered Buyers will be notified by email at least 15 days before significant modifications. Continued use of the site after the modifications come into effect constitutes acceptance thereof.

25. Severability of Clauses

If any of the clauses in these Terms and Conditions is declared null, illegal, or unenforceable by a competent court, that clause will be removed or modified to the minimum extent necessary to become enforceable, without affecting the validity and enforceability of the other clauses, which remain in full force and effect.

26. Contact

For any questions, complaints, or requests related to orders and products:

  • Email: office@artosgranos.ro
  • Phone: +40 731 683 025
  • Hours: Monday–Friday, 09:00–17:00
  • Address: Str. Covasna, Nr. 4, Bloc E4, Sc. 2, Et. 3, Ap. 33, Sector 4, Bucharest
  • Website: artosgranos.ro

We respond to all requests within a maximum of 2 working days. For formal complaints, the legal response period is 30 calendar days.