Return policy



The right of return is valid only for customers who are natural persons or groups of persons constituted in associations, who purchased products from (SC RACOLE EXIM SRL).

To benefit from the return of the products within 14 days, send the return form to the email address no later than the 14th calendar day from the date of picking up/receiving the product. Forms completed after 14 calendar days are not taken into account.

The return of the products is done by the customer, at his expense.

If several products of the same type were purchased, only one unsealed product can be returned, the rest of the quantity is accepted only if the products are sealed.

The returned products must be accompanied by the original warranty certificate and a copy of the purchase invoice.

If the delivered product does not correspond to the specifications on the website, it can be returned without any additional cost from the customer, after a written notification has been sent from the customer in which the lack of conformity of the product will be specified in maximum 24 hours after delivery. The customer can request the replacement of the product or the return of its value.



1. Completing the return form;

2. After completing the form, the customer has the obligation to send the product by the courier agreed with the seller within 48 hours after receiving the return registration number

3. Please take care of:

Mention on the transport document of the return number (the number communicated when filling out the form from point 1);

Mandatory attachment of the invoice (copy) and the warranty certificate of the product (original) to be returned.

Before sending the product, please make sure that a label containing the following information is applied to the package:

Sender: Surname Surname

Address: Street, No., City, County

Recipient: SC RACOLE EXIM SRL - Return Department

Address: Str. Calea Moinesti no. 34, Bacau County

Return Number: ***(the number communicated when filling out the form from point 1)



Depending on the buyer's option, the value of the returned products can be used to pay for another product or it can be returned within a maximum of 30 days from receipt of the product by SC RACOLE EXIM SRL, to the account indicated when filling out the form.



Products in one or more of the following situations cannot be returned:

The product was brought on "special order" (SPECIAL ORDER is defined as the list of products ordered by the Beneficiary and which are not in the usual stock of the Supplier but which can be delivered on the basis of a firm order and the payment of an advance, in the terms agreed by the parties. The Supplier will inform the Beneficiary if any of the ordered products constitutes a Special Order.)

Identification labels are damaged or missing;

Canceling the purchase within 14 days can only be applied to products delivered by courier. The products purchased from SC RACOLE EXIM SRL's workplace or from SC RACOLE EXIM SRL's own staff cannot be considered to represent the object of a distance contract.



In cases where the returned products have damaged or incomplete packaging, signs of wear, scratches, bumps, electric shocks, missing accessories, missing warranty certificates, we reserve the right to decide to accept the return or to withhold an amount from the value of the product, the amount which will be communicated after the assessment of the damages caused, which will cover the fee for returning the product to its initial state (if possible) or to cover the price difference resulting from the sale of the product as second-hand.

We also reserve the right to refuse to accept the return in case of abuse (repeated returns).

If the return was refused for one of the reasons listed above or if the customer sent the product without first obtaining a return number or sent the product by a courier service other than the one agreed, the cost of the return transport to the buyer will be at his expense .


Products can be returned within 14 days of receiving the order by the customer.

Products purchased at a distance can be returned according to OG 34/2014. Thus, the products bought on the website can be returned in the same condition, as new, in which they were received, within 14 calendar days of receipt, without penalties and without invoking any reason. The order can be canceled by e-mail or by phone no later than 14 days after placing the order, the customer will receive back the value of the order after returning the products, no later than 30 days from the date on which he informed us about the decision to return. The returned amount as well as the conditions for returning the products do not include their transport costs.

Art. 9 - Right of withdrawal - OG 34/2014

(1) With the exception of the cases provided for in art. 16, the consumer benefits from a period of 14 days to withdraw from a distance contract or an off-premises contract, without having to justify the withdrawal decision and without incurring other costs than those provided for in art. . 13 para. (3) and in art. 14.

(2) Without prejudice to art. 10, the withdrawal period mentioned in par. (1) expires within 14 days from:

a) the date of conclusion of the contract, in the case of service contracts;

b) the day on which the consumer or a third party, other than the carrier and indicated by the consumer, takes physical possession of the products, in the case of sales contracts;