Product Returns

If you are not fully satisfied with the performance or characteristics of the product purchased from FILTRO.ro, you may return it within 14 calendar days in accordance with the return rules below.

Special note: pursuant to art. 9 of G.E.O. no. 34/2014 regarding consumer rights within contracts concluded with professionals, the Consumer has the right to withdraw from a distance contract or from an off-premises contract within 14 calendar days, without being required to justify the withdrawal decision and without penalties. You can complete the return form online below, or you can download and complete a withdrawal form in PDF format and send it by email to contact@filtro.ro.

Scope of application
This policy applies exclusively to consumers (natural persons) who purchase products from the FILTRO.ro website through a distance contract. The right of withdrawal does not apply to legal entities or purchases made for professional/commercial purposes. The right of withdrawal does not apply to persons who purchase products directly from the physical store without a prior online order.

Right of withdrawal – 14-day period
Pursuant to art. 9 of G.E.O. no. 34/2014, the consumer has the right to withdraw from a distance contract or from an off-premises contract within 14 calendar days, without being required to justify the withdrawal decision and without penalties, by completing an online withdrawal request (return form), by sending it physically to our registered office at Str. Piscul Crasani, nr. 2d, Bucuresti, or by email at: contact@filtro.ro.

The 14-day period begins from the date on which the consumer or a person designated by them takes physical possession of the product.

Please note! The right to cancel a purchase within 14 calendar days applies only to products ordered online (delivered by courier or collected from our premises). Products purchased directly from our premises without a prior online order cannot be returned.

Consumer obligations
The consumer must return the product within a maximum of 14 calendar days from the date of notification of withdrawal. 

The direct costs of returning the products are borne by the consumer. The product may be sent via express courier or handed in personally at one of our locations. If the consumer wishes to use our integrated courier for the return, the cost of return shipping will be deducted from the amount reimbursed to the consumer. Parcels delivered to our premises with shipping costs charged to us will be refused upon receipt.

The consumer is responsible for any diminishment in the value of the products resulting from handling them in a manner other than what is necessary to determine the nature, characteristics, and functioning of the products. It is recommended that the product be returned in its original packaging to ensure its protection during transit. If the original packaging is missing or significantly damaged (such that the product can no longer be sold as new), FILTRO will apply a deduction from the amount to be refunded, representing the cost of reconditioning or restoring the product to a condition that allows resale.

Refund of amounts
In the event of a valid withdrawal from the contract, FILTRO will refund all amounts received from the consumer, including the cost of standard delivery (the cheapest delivery method offered), without undue delay and in any case within a maximum of 14 days from the date of notification of withdrawal.

Refunds will be processed within a maximum of 14 calendar days from the date on which we were informed of the withdrawal decision. However, FILTRO reserves the right to delay the refund until the date of receipt of the returned products or until the consumer has provided proof that the products have been sent to us, whichever date is earlier. Immediately upon receipt of the products, our team will carry out a technical and visual inspection to confirm their integrity.

The refund will be made using the same payment method used for the original transaction, or by bank transfer to the account specified in the return form.

Products excluded from the right of withdrawal
Pursuant to art. 16 of G.E.O. no. 34/2014, the following are excluded from the right of withdrawal:
a) Consumables (filter cartridges, reverse osmosis membranes, filters, filter media, etc.) delivered in sealed/hygienically sealed packaging, if unsealed after delivery, for reasons of health protection and hygiene.
b) Products manufactured or configured to a special order, customised according to the customer's specifications.

Filtration systems and products that include consumables
In the case of filtration, softening, purification, or other equipment systems that include consumables:
– If the product is returned within the statutory period, but the included consumables have been unsealed or used, the value of these may be deducted from the amount to be refunded.
– If the product has been installed or used beyond the extent necessary for normal testing, FILTRO may retain an amount proportional to the diminishment in value, including the costs required to restore the product to a resaleable condition (for example: replacement of used cartridges, sanitisation, reconditioning).

Any deduction will be based on an objective assessment upon receipt of the product and may be justified by internal evaluation documents, upon request.

Unjustified refusal of parcel
In the event of an unjustified refusal to accept the parcel by the consumer, following its return to FILTRO, the amounts collected will be refunded, from which the direct round-trip shipping costs actually incurred may be deducted.

Product exchange
Instead of a refund, the consumer may opt to exchange the product for another product:
– if the new product has a higher value, the difference shall be paid;
– if it has a lower value, the difference will be refunded.
The product exchange will take place after the original product has been received by FILTRO and its condition upon return has been inspected.

Defective or non-conforming products
This policy on the right of withdrawal does not affect the consumer's rights regarding the legal guarantee of conformity applicable to products.

In the case of products delivered defective or non-conforming, the applicable procedure is that concerning the legal guarantee, which is distinct from the right of withdrawal.

For further information regarding product returns, you may submit a request to the following email address: contact@filtro.ro;