Terms and Conditions

DEFINITIONS AND TERMS

FILTRO® is a registered trademark with OSIM (M 2019 03884) and is the trade name of PureTECH Solutions S.R.L., a legal entity of Romanian nationality, with its registered office in Com. Chiajna, Sat Dudu, Str. Rezervelor, nr. 64, bl.1, ap. 101, registered in the Trade Register under no. J23/29/07.01.2016, fiscal registration code RO35379722, with a share capital of 200 lei.

Seller: FILTRO® through the website www.filtro.ro.

Buyer: an individual / legal entity or any legal entity that creates an account on the site and places an order.

Customer: an individual / legal entity who has or obtains access to the CONTENT, by any means of communication made available by FILTRO® (electronic, telephone, etc.) or based on an existing usage agreement between FILTRO® and the customer, which requires the creation and use of an ACCOUNT.

User: any individual/legal entity registered on the site who, upon completing the account creation process, has agreed to the site-specific clauses in the General Terms and Conditions section.

Account: the section of the site consisting of an email address and a password that allows the buyer to place orders and contains information about the Customer/Buyer and the Buyer's history on the site (Orders, invoices, product warranties, etc.).

Wish list: a section of the site that allows the Buyer / User to create lists of desired products.

Site: the domain www.filtro.ro and its subdomains.

Order: an electronic document that serves as a form of communication between the Seller and the Buyer, through which the Buyer communicates to the Seller, via the Site, their intention to purchase Goods and Services from the Site.

Goods and Services: any product or service, including the documents and services mentioned in the Order, to be provided by the Seller to the Buyer as a result of the concluded Contract.

Campaign: the action of commercially displaying a finite number of Goods and/or Services with a limited and predefined stock, for a limited period of time set by the Seller.

Contract: represents the distance contract concluded between the Seller and the Buyer, without the simultaneous physical presence of the Seller and the Buyer.

Content:
•    all information on the Site that can be visited, viewed or otherwise accessed through the use of electronic equipment;
•    the content of any email sent to Buyers by the Seller through electronic means and/or any other available means of communication;
•    any information communicated by any means by an employee/collaborator of the Seller to the Buyer, in accordance with the contact details specified or not by the Buyer;
•    information related to the Goods and/or Services and/or the prices charged by the Seller during a given period;
•    information related to the Goods and/or Services and/or the prices charged by a third party with whom the Seller has concluded partnership agreements, during a given period;
•    data relating to the Seller, or other privileged data thereof.

Document: these Terms and Conditions.

Newsletter: a periodic, exclusively electronic means of information, namely electronic mail (email, SMS), regarding the Goods and Services and/or promotions carried out by the Seller during a given period, without any commitment on the part of the Seller with respect to the information contained therein.

Transaction: the collection or refund of an amount resulting from the sale of a Good and/or Service by FILTRO® to the Buyer, through the use of the card processing services agreed upon by the Seller, regardless of the delivery method.

Specifications: all specifications and/or descriptions of the Goods and Services as stated in their description.

TERMS OF USE
To use this site, you must read and fully accept these terms and conditions. Continued browsing of the site implies that you fully agree to the terms and conditions of use.

The content of all pages of the website www.filtro.ro is the property of S.C. PureTECH Solutions S.R.L..

All materials (including without limitation articles, texts, images, banners, logos, design, etc.) contained on this site are protected by copyright and intellectual property laws. They may not be reproduced, copied, distributed, sold, transmitted or published without the written consent of S.C. PureTECH Solutions S.R.L. It is prohibited to copy, distribute, transmit, publish, reproduce, or create a derivative work from any information or service obtained from or through the site. It is prohibited to modify any information (both text and photos or videos) contained in the site's pages. Materials offered for download may not be duplicated and used for commercial purposes (sale or use through other methods that would generate monetary or material profit) or to copy the specific materials offered for download or copying. These materials are purely informational and are intended exclusively for personal, non-commercial purposes. For any questions or requests to use the materials on this website, please contact us at contact@filtro.ro

ACCOUNT / USE
By registering on this site as a member or partner, you assume and agree to the terms and conditions of this document. Non-compliance with the terms and conditions automatically results in the loss of member/partner status and implicitly in the restriction of access to certain sections of the site. Registration on this site requires you to complete a registration form with certain mandatory details. These details MUST be current, clear and complete and MUST BE UPDATED WHENEVER NECESSARY. FILTRO® reserves the right to restrict access to the site or to certain sections of the site if the information provided by a member/partner proves to be false, incomplete, unclear or outdated.

Information regarding the identification of a person as a member/partner (first name, last name, address, email address, phone number, etc.) as well as private messages are confidential and will only be disclosed to the departments or persons to whom they are addressed, except in cases where the law is violated. Registration with a username and password involves certain rules.

The chosen words must not: create confusion, offend any person or group of persons, contain obscene words, phone numbers, email or internet addresses, or have racial or sexual connotations. Each member/partner's account is personalised and secured by username and password. It can be cancelled by either party without prior notice (by a member/partner, at any time and for any reason, and by FILTRO® if the terms and conditions of the agreement are not complied with).

It is prohibited to transfer, rent or sell account access credentials (username and password) to other persons. If a member/partner concludes that, for various reasons, their account access credentials are no longer secure, they may change them. The member/partner is solely responsible for the security of their account as well as for any activity carried out on the site by other persons who have had access to their account.

It is prohibited for a member/partner to hold more than one account on the FILTRO.ro website. If this rule is not observed, FILTRO® reserves the right to limit access to certain sections of the site, and in certain situations may go as far as revoking member/partner status and cancelling the person's account. Upon registration and opening of an account, you become a member/partner and it is deemed that you have read and agreed to the specified terms and conditions. As a result, in addition to the above, it is your responsibility to:
– not post on the site or send by email pornographic or obscene material, confidential information or information for which you do not hold copyright.
– not transmit information you have access to, to persons or departments at competing companies.
– not modify or delete information from the site's pages.
– not transmit by email files containing viruses, or through the network, programs that may cause the site to malfunction or even be destroyed.
– not copy and/or adapt and distribute information or parts of information (text, images) you have access to on the site, regardless of the situation and purpose, without the prior consent of the owner.

ONLINE PURCHASE OF FILTRO® PRODUCTS
The photographs of FILTRO® products presented on the FILTRO.ro website are FOR INFORMATIONAL PURPOSES ONLY and do not imply any obligation of any kind on the part of the company. After completing the online order steps, you will enter your card details on a secure MobilPay page.

MobilPay is FILTRO®'s online payment processor and ensures the transfer of funds from you to the FILTRO® account. Once you have given your consent for the online payment, the amount required to pay for the products is BLOCKED on your card until the products are prepared and their integrity is confirmed to the portal administrator. The administrator then confirms to MobilPay the integrity of the package and requests the transfer of funds. At this point, the transaction and delivery are carried out. Confirmation of the delivery date and time is made within 24 hours. If the order is placed on a Friday, confirmation will be made on Monday.

ATTENTION! Delivery of products ordered from FILTRO.ro is made to the delivery address specified by you in the order, and handover/receipt of the products takes place at the entrance of the apartment building or at the gate of the house. If the customer is not present at the delivery address, they will bear all transport costs required for delivery. When opening an account on this site or when placing an online order, you will need to provide VALID PERSONAL DATA (first name, last name, company, personal identification number, tax identification number, etc.). Otherwise, your account will not be registered and the order will not be fulfilled.

PRODUCT PRICES
If the price of a product or some product details have been incorrectly entered into the store's databases, or displayed incorrectly, and delivery has not yet been made, FILTRO® reserves the right to update the information and cancel the delivery of the respective product, and to notify the customer as soon as possible about the error that occurred.

PRICE MATCHING
FILTRO® will match product prices based on those of direct competitors in Romania. Price matching is valid only for orders placed by individuals, and to benefit from price matching you must send us an email to contact@filtro.ro before placing the order. In the email, please also send us links to the same product from other online stores. Price matching will be carried out if the following conditions are met:
– The product on the competitor's site is identical to the one at FILTRO, in terms of specifications, colour, product code and year of manufacture.
– The product on the competitor's site is not subject to a special promotional discount.
– The competitor's site has the product in stock and can deliver it immediately.
– The price matching request was sent by email before the products were dispatched to you.
– The product price is not lower than the purchase price.
– Matching is done under the same delivery and warranty conditions as those offered by the competing retailer.
– Price matching cannot be combined with other vouchers or other benefits (discount, free delivery, etc.).
After submitting the price matching request, we will reduce the product prices to the stated value.

CONTACT / NEWSLETTER
The site administrators and/or the persons/departments to whom emails are addressed, although they reserve this right, are not obliged to keep a record of them, having full freedom in making decisions regarding their management. When registering to receive various publications (offer leaflets, catalogues, etc.) by post, it is mandatory to complete all fields in the electronic form provided.

FILTRO® assumes no responsibility in the event of non-receipt of the respective publications as a result of failure to complete the respective forms, incorrect completion, or problems related to distribution (distribution company, post, transport, etc.). FILTRO® offers no guarantee and assumes no liability with regard to interruptions, loss of connection or errors occurring when accessing the site, as well as for damage caused by the insecurity of the line and the computer from which the person connects to the FILTRO.ro site. Any complaints related to the site may be addressed to the site administrators, who reserve the right to take the measures they deem appropriate.

FILTRO® reserves the right to modify without prior notice the terms and conditions of this agreement, as well as the appearance and options or features offered by the site. We recommend that you read this agreement periodically to be aware of any changes. These changes will be brought to your attention by email at the address specified in your portal user account. Continued use of the site by members who have been informed of any changes is equivalent to unreserved acceptance of those changes. Compliance with this agreement established in the terms and conditions above is mandatory for all users, without exception. Any breach of the agreement is subject to sanctions at our discretion and may at any time lead to the cancellation of the account and the prohibition of access to the site.

THE „WHEEL OF DISCOUNTS” CAMPAIGN
By entering your email address in the „Wheel of Discounts” application, you agree to receive promotional messages from FILTRO® at that email address. The information entered is stored on the server owned by Privy, Inc., located at 201 South Street, 2nd Floor
Boston, MA 02111.

After spinning the wheel, a message will be displayed with the winning code. This code will be automatically sent to the specified email address and is valid for 24 hours only together with a valid order placed on the website www.filtro.ro sent to the winning email address.

The following are considered unfair practices and are treated as fraud:

• Multiple subscriptions using the same email address, including accepted variations such as: ion.vasile@gmail.com = io.nvasile@gmail.com, etc.
• Using computer programs to consecutively generate game subscriptions.

The winning code is valid only online, on the website www.filtro.ro, and is applied on the cart page after the desired products have been added. The code cannot be combined with other vouchers held and must be used individually.

In the event of winning a „Free Delivery” coupon, this is valid only for online orders of at least 100 lei (excluding shipping).

FILTRO Relax SUBSCRIPTION

General: FILTRO Relax allows registered customers to place automatic orders for eligible products at regular intervals, without repeated manual orders.
A subscription can be created directly at the time of placing an order. It can subsequently be modified at any time from your customer account, in the „Subscriptions” section.
Each automatic order placed through FILTRO Relax constitutes a binding offer addressed to PureTECH Solutions to conclude a sales contract. The contract is deemed concluded at the moment PureTECH Solutions dispatches the product and sends the customer a shipping confirmation by email, within five business days. If you do not receive confirmation within this period, the contract does not enter into force.
Before each automatic order is processed, you will receive a reminder email through which you can cancel or modify the order.

Price and discount: FILTRO Relax subscribers benefit from a discount applied to the standard price of eligible products. If a product is on temporary promotion at the time the order is processed, you will automatically receive the lower price between the subscription price and the promotional price — you will never pay more than the current offer.
Prices, discounts and product availability may vary over time — each order is subject to the conditions applicable at that time. PureTECH Solutions reserves the right to modify the discount at any time. The FILTRO Relax discount cannot be combined with other discounts.

Product availability: If an ordered product is not available on the scheduled delivery date, the order is not cancelled. It remains active and will be delivered with priority as soon as the product is back in stock. You will be notified by email about the status of your order.

Subscription duration and modification: FILTRO Relax has no minimum duration. The delivery interval varies depending on each product and can be adjusted at any time from the customer account, in the „Subscriptions” section. Modification, suspension or cancellation of the subscription is possible at any time.
PureTECH Solutions may modify these Terms and Conditions by publishing the updated version on filtro.ro and by notifying customers in advance in the case of significant changes. Continued use of the subscription after notification constitutes agreement with the new conditions. PureTECH Solutions has the right to cancel a subscription at any time, in writing, without any obligation to provide reasons for the decision.

Payment methods: FILTRO Relax orders work exclusively with online payment — by bank card saved in the customer account or by bank transfer. It is mandatory to save the card in your account before activating the subscription.
If payment cannot be processed after three attempts, the subscription will be automatically suspended. Reactivation is possible at any time by updating the payment method.

Refusal: If an order placed within the subscription is refused upon delivery without a justified reason, the subscription will be automatically cancelled. Return costs generated by unjustified refusal may be charged to the customer. If you believe the refusal was justified, please contact us at comenzi@filtro.ro before the next order is delivered.

The nullity or inapplicability of any provision of these Terms and Conditions does not affect the validity of the remaining provisions.

The „FILTRO A Cleaner Summer – 12 June 2026 - 30 July 2026” Campaign

The „FILTRO A Cleaner Summer – 12 Jun. 2026 - 30 Jul. 2026” campaign is organised by PureTECH Solutions S.R.L., with its registered office at Str. Rezervelor nr. 64, bl. 1, ap. 101, Chiajna, Ilfov County, CUI RO35379722, J23/29/2016.

The campaign takes place exclusively online, on the website www.filtro.ro, during the period 12 Jun. 2026 - 30 Jul. 2026, offering discounts between 10% and 43%, valid for at least one product, subject to available stock.
Products can be delivered by courier or collected in person from FILTRO locations only based on a confirmed order:

• FILTRO Showroom – Str. Piscul Crăsani nr. 2D, Sector 6, Bucharest

• FILTRO Warehouse – Str. Industriilor nr. 56, Chiajna, Ilfov

Promotions cannot be combined with other active discounts or vouchers.
Products on pre-order can be delivered within a maximum of 90 days, at the price set at the time of the order. The customer may cancel the pre-order at any time, and restarting it will be done at the updated price and with a reset order number.

For complete information, detailed participation conditions and applicable legal provisions, please consult the official campaign regulations, available at: https://filtro.ro/legal/regulament-de-desfasurare-campanie-filtro-o-vara-mai-curata

NEWSLETTER SUBSCRIPTION VOUCHER CONDITIONS
The discount will be automatically deducted from the order value upon entering the voucher code in the „voucher” field on the cart page and clicking the „apply” button before completing the order. The minimum order value for which the voucher applies is specified in the email.

The voucher code cannot be combined with other vouchers and can only be applied to the first order placed exclusively online. It will not be applied after the order has been submitted, nor can it be applied to a subsequent order. For the total number of orders, both completed orders and cancelled or pending orders are taken into account.

FILTRO reserves the right to fully or partially refuse an order placed by the buyer, without any subsequent obligation of either party towards the other or without either party being able to claim damages from the other, in the following cases:

• products are not in stock,
• payment is not completed,
• the details provided by the Customer/User are incomplete or incorrect,
• the buyer's activity may cause damage of any nature to FILTRO or its partners,
• there are one or more confirmed and uncollected orders.

FILTRO reserves the right to cancel an order placed by the Customer, within 72 hours of notifying the Customer by email and/or SMS about the availability of collecting the order from the showroom, without any subsequent obligation of either party towards the other or without either party being able to claim damages from the other.

FILTRO shall have no liability towards the buyer or any third party for the removal of any product from the site, for the removal or modification of any material or content from this site.

PRIVACY POLICY
In order to answer your questions and to keep records of the use of our site, it may be necessary to ask you for personal information, such as your name, address, email address and phone number, etc. This information may be used by FILTRO® to send the user order confirmations, various special offers, any promotions, etc. For a better record of FILTRO® customers, we require your Personal Identification Number upon registration. Entering your personal data constitutes express and unequivocal consent to the use of such data.

FILTRO® undertakes to protect the privacy of site visitors. No personal information will be transmitted to third parties, with the exception of those third-party partners of PureTECH Solutions S.R.L. who ensure the proper functioning of this site. These third parties are courier companies (Fancourier, Bookurier, GLS), online marketing companies (MailChimp) and the online payment processor MobilPay. However, we may provide third parties with general information regarding sales, site traffic and other information, but these statistics will not contain personal data.

Certain information that may constitute personal data (first name, email address, county) is transmitted for a limited period of time to the partner service Opinii de Încredere by TRUSTED.ro, for the purpose of sending a message on behalf of the store to independently manage customer opinions about our store. Customer opinions will be published on feedback.trusted.ro. The information is automatically deleted by the partner service's system once the purpose has been achieved. Feedback.trusted.ro may use third-party systems for the technical sending of messages, in order to ensure that they reach customers.

This site may use technologies that allow us to collect certain technical information about you: your Internet address, operating system used, browser type, information about the traffic generated by you through our site.

All this information collected by PureTECH Solutions S.R.L. through the site is intended to help improve the services offered by the site, as well as the services of PureTECH Solutions S.R.L.

Changes to personal data can be made either from your account on the FILTRO.ro website, or by sending a request by email (contact@filtro.ro) regarding the modification, addition or deletion of your personal data.

SUBMISSION OF REVIEWS, COMMENTS, QUESTIONS AND ANSWERS

Reviews, comments, questions and answers can be submitted by the user/customer in the “Reviews” section on each product page. The information submitted can be both positive and negative, and should refer to the characteristics and manner of use of a product or service.

Upon submitting a review or answer on the site, the user/customer grants the seller a non-exclusive, perpetual, irrevocable, territorially unlimited licence and grants the seller the right to use, reproduce, modify, adapt, publish, translate, distribute and display this content.

Each user/customer, upon submitting a review in the aforementioned sections, undertakes to comply with the following rules:

• to refer only to the characteristics and/or manner of use of a specific product or service, avoiding information related to aspects that may change (price or promotional offers) or information relating to how the order was handled;
• to use only the Romanian language. Words or expressions that, although not considered Romanian, are widely used in all contexts relating to the respective field, are also permitted;
• to use appropriate, non-offensive language, without terms that may insult or affect any other user/customer;
• to ensure that the information they enter is realistic, accurate, non-misleading and in compliance with applicable laws, thereby also respecting the rights of other parties, copyright, trademark, licence or other property, publicity or privacy rights;
• to use this feature only to communicate or obtain additional details regarding a specific product or service on the Site, without making reference to other companies that promote the buying and selling of products or services;
• not to provide or request, in any way or to any extent, personal data (contact details, delivery or home address information, phone numbers, email addresses, first and/or last names, etc.) or any other information that may lead to the disclosure of such personal data;
• not to enter information and/or details about URLs (links) from other commercial sites carrying out the same commercial activity as the seller;
• not to attempt to defraud the services provided by the seller or to submit reviews or texts containing advertising material;
• not to use the review as a means of communication with the seller; for this purpose, the seller's contact details listed on the site should be used.

The Seller publishes both negative and positive reviews. The Seller will manually remove or moderate reviews that do not comply with the requirements set out in the paragraph above of these terms and conditions. 

In addition to a realistic critical assessment, when submitting a review, the user/customer will also add a relevant rating for the respective product or service. Reviews, together with their corresponding score, will influence the overall rating of the product or service, the number that appears in brackets next to its title. Thus, a review accompanied by a high rating leads to an increase in the overall rating, while a review accompanied by a low rating leads to a decrease in the overall rating.

When a review, comment or reply is flagged by a user/customer as having inappropriate content, from a strictly subjective perspective, this content is carefully examined by the seller to determine whether it violates the site's terms and conditions. Texts, photographs or videos entered are removed from the site only after they have been examined and assessed by the seller. If the seller finds repeated violations of the terms and conditions, the seller reserves the right to suspend the ability of the user/customer to submit reviews/comments or replies in the designated sections.

Reviews are displayed in descending chronological order, with the first review in the list being the most recently submitted by a user/customer. All submitted reviews are manually moderated/verified by the seller within a maximum of 30 days from publication. The contact details of the user/customer who publishes a review are anonymised. The email address will not be displayed on the site.

The single point of contact for DSA purposes as well as for complaints or claims related to the purchased good and/or service, buyers and authorities have at their disposal the email address contact@filtro.ro as well as the complaints form on the site: https://filtro.ro/contact. The maximum time limit for resolving complaints or notifications is 30 calendar days from the date of receipt.

USER RIGHTS
– The right to information (the controller is obliged to inform the data subject regarding the processing of their personal data);
– The right of access to data (including the exact procedure to follow, the email address used);
– The right to intervene on data (including the procedure or remediation possibility provided on the site); any data subject has the right to obtain from the controller, free of charge, the rectification, updating, blocking or deletion of data whose processing does not comply with the law, in particular incomplete or inaccurate data;
– The right to object (the data subject has the right to object at any time to their data being subject to processing);
– The right not to be subject to an individual decision based on automated processing;
– The right to seek judicial redress.

SHIPPING AND DELIVERY
Products are delivered to the nearest point accessible by freight vehicle to the delivery address.

Where possible, delivery will be made to the entrance of the building/courtyard. Products are not delivered inside the building where you live! Deliveries within the country are made Monday to Friday, or upon request, in certain localities within the courier's coverage area, also on Saturdays!

Upon receipt of the products, the customer has 48 hours to report any defect or missing item from the package, by email at contact@filtro.ro accompanied by relevant photographs/videos. Also, if the package is damaged or unsealed, it must not be accepted and a report must be drawn up with the courier agent. Any complaint after receipt is or is not taken into account. In the absence of a report drawn up at the time of receipt of the package, the product is deemed to have been intact and complete, and our company cannot be held liable.

Transport of products is FREE for orders whose value exceeds 600 LEI. To benefit from free shipping, the customer must manually select the „Free delivery” option on the cart page or the order completion page. For orders whose value is less than 600 LEI, a shipping fee will be charged, calculated based on the location to which you wish to have the goods delivered.

Bulky products exceeding a weight of 20 kg or a dimension greater than 100 cm are not delivered by courier with cash on delivery payment. Advance payment is required in order to dispatch the ordered product.

All prices displayed on the site are final and valid at the time of placing the order. Prices may subsequently vary without this variation affecting already registered orders.

DECLARATION OF CONFORMITY
We, PureTECH Solutions S.R.L. with registered office in Com. Chiajna, Sat Dudu, Str. Rezervelor, nr. 64, bl.1, ap. 101, with registration certificate no. J23/29/2016, based on documents issued by manufacturers, declare on our own responsibility that the products included in this invoice:
• do not endanger health, life, occupational safety or environmental protection, complying with the provisions of art. 4 of Government Decision no. 1022/2002
• Sub-assemblies and spare parts for products sold by FILTRO® carry a 3-year warranty and comply with the directives, standards and technical approvals of the sub-assemblies of which they form part.
• For all other products sold by the company, the warranty period is stated in the warranty certificates issued at the time of sale.

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 Emergency Government Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals, the Consumer has the right to withdraw from a distance contract or 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 which you will send by email to contact@filtro.ro. Download return form.

Scope of application
This policy applies exclusively to consumers (individuals) 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 Emergency Government Ordinance no. 34/2014, the consumer has the right to withdraw from a distance contract or 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, Bucharest or by email to: 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.

Attention! Cancellation of the purchase within 14 calendar days can only be applied 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 notifying their withdrawal. 

The direct costs of returning products are borne by the consumer. They may send the product by express courier, or deliver it personally to one of our locations. If return via our integrated courier service is desired, the cost of the return transport will be deducted from the amount refunded to the consumer. Packages delivered to our premises with shipping costs charged to us will be refused upon receipt.

The consumer is responsible for any diminution in the value of the products resulting from handling them beyond what is necessary to establish the nature, characteristics and functioning of the products. It is recommended to return the product in its original packaging to ensure its protection during transport. If the original packaging is missing or significantly damaged (such that the product can no longer be sold as a new product), FILTRO will apply a deduction from the amount to be refunded, representing the cost of reconditioning or bringing 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 being informed of the withdrawal.

The refund of amounts will be made within a maximum of 14 calendar days from the date on which we were informed of the withdrawal decision. Nevertheless, 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 they have sent the products to us, whichever date is the earliest. Immediately after 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 initial 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 Emergency Government Ordinance 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 they have been unsealed after delivery, for reasons of health protection and hygiene.
b) Products manufactured or configured to a special order, personalised according to the customer's specifications.

Filtration systems and products that include consumables
In the case of filtration, softening, purification systems or other equipment that includes consumables:
– If the product is returned within the statutory period, but the included consumables have been unsealed or used, their value may be withheld from the amount to be refunded.
– If the product has been installed or used beyond what is necessary for normal testing, FILTRO may withhold an amount proportional to the diminution 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 will be supported by internal evaluation documents, upon request.

Unjustified refusal of the package
In the event of unjustified refusal by the consumer to accept the package, after it has been returned to FILTRO, the amounts collected will be refunded, from which the actual direct transport costs incurred for outward and return delivery may be withheld.

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

Defective or non-conforming products
This policy regarding 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 relating to the legal guarantee, which is distinct from the right of withdrawal.

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

PRODUCT WARRANTY
All products sold by our company benefit from warranty conditions in accordance with the legislation in force as provided by ANPC and the manufacturers' commercial policies. The warranty is granted in accordance with Emergency Government Ordinance no. 140/2021 on certain aspects relating to contracts for the sale of goods and Government Ordinance no. 21/1992 on consumer protection, republished, with subsequent amendments and additions. The customer has been informed and has given their consent regarding the conditions for granting the warranty.

Products are new, in their original packaging and sourced from sources authorised by each manufacturer. Warranty certificates are issued by FILTRO® and warranty service will be provided through our own service centre.

The cost of transport for returning products to us is borne by the customer. The cost of shipping returned products from FILTRO.ro back to the customer is borne by us (FILTRO®). In the event of an unjustified warranty claim, or if the product is damaged as a result of use that does not comply with the requirements set out in the product's technical manual, we reserve the right to charge the beneficiary for the labour cost of investigating the product claimed to be defective, as well as courier service costs. The labour cost will be calculated by us at the time of receipt of the items for warranty service, in accordance with service rates, and cannot be less than 50 lei.

Warranty procedure: if you have purchased products from our website and they fall within the warranty period, please contact us and we will resolve the situation as soon as possible. For reported mechanical defects, the product must be sent to the FILTRO® service centre for inspection and testing. After the inspection carried out by our team, we will communicate the issue and resolve it within a maximum of 15 days from receipt at the service centre.

IMPORTANT! The following situations are not covered by the warranty:
Defects of any kind arising as a result of improper installation or use of the devices
Defects of any kind arising as a result of wear within normal limits following the use of the product under normal conditions.

SERVICE RECEIPT: Once in our possession, the product will be checked at the service centre and all steps will be taken to remedy its condition for as long as the product is covered by the warranty.

REPAIR: Remedial measures may include: repairing the product, voiding the warranty, partial or full replacement, up to and including the refund of the product's value if no other solution is available.

RETURN: After the product has been restored to working order, the customer is notified, and within a maximum of 2 business days, the functional product will be delivered to the customer.

The period of non-functioning correspondingly extends the warranty period. This interval is calculated from the moment of registration at the service centre until the product is brought to a normal usable condition and written notification is issued for collection, or until the product is actually handed over to the consumer.

All packages sent to the service centre are inspected upon receipt, in the presence of the courier. If the product is found to be missing from the package, the package is refused and returned to the sender.