Customer Return and Withdrawal Policy Template

Customer Return and Withdrawal Policy Template

Publication status: merchant template. Each Merchant must replace all merchant-specific fields before publishing. Appthework provides this template as an operational starting point, not as legal advice.

1. Merchant identity

This return and withdrawal policy is provided by AppTheWork SRL , registered at Str. Ernest Juvara 14, 615200, SECTOR 6, B, RO , tax ID 46315821 , email support+tenant-1@dev.dropthework.test , telephone +40000000000 .

Returns should be sent to: Str. Ernest Juvara 14, 615200, SECTOR 6, B, RO .

Withdrawal requests should be sent to: support+tenant-1@dev.dropthework.test .

2. Scope

2.1 This Policy applies to products, services, digital content and subscriptions purchased through this ecommerce application.

2.2 Consumers benefit from mandatory consumer rights. Nothing in this Policy limits rights that cannot be limited by law.

2.3 Business customers may have different rights if stated in the applicable commercial terms.

3. Consumer withdrawal right

3.1 Consumers usually have the right to withdraw from a distance contract within fourteen days without giving a reason.

3.2 For goods, the period generally starts when the consumer or a third party designated by the consumer receives the goods.

3.3 For services, digital content or subscriptions, the period generally starts when the contract is concluded, unless applicable law or a valid exception provides otherwise.

4. How to withdraw

4.1 To exercise the withdrawal right, the consumer must send an unequivocal statement before the withdrawal period expires.

4.2 The statement may be sent to support+tenant-1@dev.dropthework.test or Str. Ernest Juvara 14, 615200, SECTOR 6, B, RO .

4.3 The consumer may use the model withdrawal form below, but this is not mandatory.

5. Model withdrawal form

To: AppTheWork SRL , Str. Ernest Juvara 14, 615200, SECTOR 6, B, RO , support+tenant-1@dev.dropthework.test

I hereby withdraw from the contract for the purchase of the following goods/services:

• Ordered on:
• Received on:
• Consumer name:
• Consumer address:
• Order number:
• Date:
• Signature, only if submitted on paper:

6. Returning goods

6.1 Returned goods must be sent to Str. Ernest Juvara 14, 615200, SECTOR 6, B, RO unless the Merchant offers collection.

6.2 The consumer must return goods no later than fourteen days after notifying withdrawal, unless the Merchant collects them.

6.3 The consumer bears direct return costs unless the Merchant agrees otherwise or failed to inform the consumer.

6.4 Goods should be returned with accessories, packaging and documents where possible, without limiting mandatory consumer rights.

7. Diminished value

7.1 The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

8. Reimbursement

8.1 If the consumer validly withdraws, the Merchant will reimburse payments required by law without undue delay and no later than fourteen days from being informed of the withdrawal.

8.2 The Merchant may withhold reimbursement until goods are received back or proof of return is provided, unless the Merchant offered to collect the goods.

8.3 Reimbursement is made using the original payment method unless otherwise agreed.

8.4 Refund timing may depend on the payment provider and the consumer's bank.

9. Exceptions to withdrawal

9.1 Withdrawal may not apply where the law provides exceptions.

9.2 Examples may include personalised goods, sealed hygiene goods unsealed after delivery, rapidly perishable goods, fully performed services after valid consumer consent, digital content started after valid consent and other statutory exceptions.

9.3 The Merchant must adapt this section to actual products and services and must collect required consents or acknowledgments before relying on an exception.

10. Defective or non-conforming products

10.1 Consumers benefit from the legal guarantee of conformity.

10.2 If a product is defective or non-conforming, the consumer may have remedies under applicable law.

10.3 Commercial warranties do not limit legal guarantee rights.

11. Services, subscriptions and digital content

11.1 Specific cancellation, renewal, minimum term and billing frequency rules must be shown before purchase.

11.2 Digital content withdrawal exceptions must be implemented only where valid consent and acknowledgment are collected.

11.3 Service commencement before the end of the withdrawal period must be handled according to applicable consumer law.

12. Contact and complaints

12.1 For returns, withdrawal or warranty requests, contact support+tenant-1@dev.dropthework.test .

12.2 Consumers may also contact the competent consumer protection authority.