Returns Policy
14 days to withdraw · food-hygiene exception applies to opened products.
1. Your right of withdrawal
Under OUG 34/2014, which implements Directive 2011/83/EU, you may withdraw from a distance contract within 14 calendar days of receiving the goods, without giving a reason.
2. Important exception for food
The law excludes from the right of withdrawal sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery. Food products whose seal has been broken therefore cannot be returned. Unopened products in their original, intact packaging can.
3. How to withdraw
Send us a clear statement at contact@ormelia.ro, including your order code, before the 14 days expire. You do not need a particular form, but the order code speeds things up considerably.
4. Returning the goods
Return the products within 14 days of notifying us. The direct cost of returning the goods is borne by you, unless the product was faulty or incorrectly delivered, in which case we cover it.
5. Refunds
We refund all sums received, including the standard delivery cost, within 14 days of receiving the returned goods or proof of dispatch. Refunds are made by the same means used for payment unless you expressly agree otherwise.
6. Faulty or incorrect products
If a product arrives damaged, incorrect or past its date, contact us at contact@ormelia.ro with photographs. We will replace it or refund it in full, including all delivery costs, at no charge to you.
7. Complaints
You may also refer a complaint to the Romanian consumer authority via ANPC · SAL or the European ODR platform.