Returns, Withdrawal and Refund Policy

Last updated: 13 October 2026

1. Statutory right to withdraw

If you are a consumer purchasing a standard product at a distance from Mossaic, you generally have 14 calendar days from physical receipt to withdraw without giving a reason. Where goods in one order arrive separately, the period generally runs from receipt of the last item. Mandatory consumer rights always prevail.

Notify us by an unequivocal statement to contact@mossaic.ro, using the optional sample form below, or the visible electronic “Withdraw from contract” function at [DIRECT LINK TO ELECTRONIC WITHDRAWAL FUNCTION] for eligible orders. Give your name and order identifier; we will acknowledge receipt on a durable medium such as e-mail. The notice is timely if you send it before the withdrawal period ends.

The electronic withdrawal function must be prominently available on the online sales interface throughout the statutory period. A policy page alone does not substitute for this function.

2. Returning goods

Send or hand back goods without undue delay and normally no later than 14 days from telling us you withdraw, to [FULL RETURN ADDRESS]. The customer pays direct return shipping costs unless Mossaic agrees to cover them or the law requires otherwise. For goods too large to be returned by ordinary post, disclose the estimated return cost, or a legally sufficient clear estimate method, before checkout: [INSERT ESTIMATE OR METHOD].

You may inspect goods as necessary to establish their nature, characteristics and functioning. You may be liable for diminished value caused by handling beyond that needed for this purpose. Lack of original packaging alone does not automatically remove the statutory withdrawal right.

3. Refunds

We refund payments received, including the original standard delivery charge, without undue delay and no later than 14 days after being informed of withdrawal. Extra costs for a more expensive original delivery option need not be refunded beyond the least expensive standard option offered. We may defer refunding until we receive the returned goods or evidence that they have been sent, unless we offered to collect them. Refunds normally use the original payment method without additional consumer fees unless expressly agreed otherwise.

4. Clearly personalised products

The no-fault withdrawal right does not apply, to the extent of the statutory exception, to goods made to the consumer's specifications or clearly personalised, such as bespoke panels in unique measurements or bearing a customer's individual logo. A product being handmade or made after the order is received does not by itself make it exempt. Other statutory exceptions apply only when their precise legal conditions are met (for instance, certain goods liable to deteriorate or expire rapidly).

We will disclose any claimed exception and its reason on the product listing or individual quote before purchase. Exemptions from no-fault withdrawal do not remove remedies for non-conformity, defects or failure to deliver.

5. Damaged, incorrect or non-conforming goods

If your order is damaged, incorrect or non-conforming, contact contact@mossaic.ro with the order number and, if available, photos. Photos are helpful but are not an absolute condition of statutory rights. Consumers have remedies under Romanian law including OUG 140/2021, such as repair, replacement, proportionate price reduction or contract termination when the statutory conditions are satisfied. Statutory remedies are separate from the 14-day change-of-mind right.

6. Model withdrawal form (optional)

To: [LEGAL BUSINESS NAME], [FULL ADDRESS], contact@mossaic.ro
I hereby give notice that I withdraw from my contract for the sale of: [PRODUCT / ORDER NUMBER].
Ordered on [DATE] / received on [DATE].
Consumer name: [NAME].
Consumer address: [ADDRESS].
Date: [DATE].
Signature: [ONLY IF SENT ON PAPER].

Any clear statement sent on time is sufficient; this template is optional.

7. Contact

contact@mossaic.ro • [PHONE] • [RETURN ADDRESS].