Return policy

Amel operates under the trade name Amel International Group SRL
last update: 04/01/2024

At Amel, we do everything we can to ensure that our bespoke products meet our customers' expectations. We are committed to ensuring that the technical solution, raw material and all components of the products are of the quality and specifications ordered by our customers. However, we understand that there may be situations where you need to return a product. This returns policy outlines our procedures for returns and refunds.

Eligibility for returns
Before placing an order for custom products such as windows and doors, please check all measurements carefully, as custom items cannot be returned. Standard stocked items may be returned and refunds will depend on the condition of the items upon return. The amount that will be refunded will be determined by the condition of the returned product and whether it matches that at the time of purchase.

Cancellation before entering production
If you decide to cancel your order before production begins, please contact us as soon as possible. A full refund will be provided, with the exception of a handling fee covering any administrative and material costs incurred up to that point.

You want to change something on the order
If you would like to make any changes to the products ordered before production begins, please contact us as soon as possible. If the desired change is technically possible and both parties agree to the changes that occur, we will process the change and the total cost will also include a change management fee to cover any administrative and material costs incurred up to that point.

You want to cancel the order
If you change your mind and wish to cancel your order before production begins, please contact us as soon as possible. We will process a refund for the full amount paid, excluding a handling fee to cover any administrative and material costs incurred up to that point.

Contact us
If you have any questions or concerns about our return policy, please contact us at office@amel.ro

The return of products from stock and for which no customizations were ordered by the buyer, is accepted accordingly   terms and conditions (Chapter 11 - Return of Products) and the present   Return policies,   being in accordance with the provisions   GEO 34/2014   regarding the rights of consumers in contracts concluded at a distance (online sale). After carefully reading the lines below, please complete them   the return form , or it's even simpler to enter   your Amel account   and fill out the return form (completed by us!) from the order page.

FREE RETURN IN 14 DAYS .

General return conditions

Stock and non-personalized products, which are the subject of orders placed online, can be returned, without citing any reason, within 14 days from the date of their receipt.

Before the expiration of the withdrawal period of 14 days from the date of receipt of the products,   the consumer, the natural person   has the right to withdraw from this contract, without having to justify the withdrawal decision and without incurring other costs than those stipulated in art. 13 and art. 14 of GEO No. 34/2014, within 14 calendar days starting from the day on which he takes physical possession of the product.

The return of the products by the consumer in   maximum 14 calendar days   from the date of notification of withdrawal from the contract (after completing the return form below ), it must be done with the same means with which they were delivered (using the same courier company with which the products were delivered) and to the same address from which the package was initially delivered to the consumer.

We recommend keeping the original packaging to protect the integrity of the products, but also not to risk the refusal of the return or the major decrease in the value of the returned products.

The returned product must be in the same condition in which it was delivered . The consumer is only responsible for the decrease in the value of the products resulting from their handling, different from what is necessary to determine their nature, characteristics and functioning, according to art. 14, para. 3 of GEO 34/2014.

Amelie   will refund the value of the product as soon as possible, maximum 14 calendar days from the date of information   Amelie   by the consumer on his decision to withdraw from the contract and after accepting the return,   provided that the returned product has been received within the legal term of 14 days   from the date of withdrawal from the contract announced by the consumer.

If an order is returned in full, Amel will return the value of the products and the cost of the transport with which the order was delivered to the Consumer. If it was a partial return (only part of the products in an order), then Amel will only return the value of the returned products, not the shipping cost associated with the delivery of the order. The partial return of an order in which a voucher or promotional code has been applied leads to the recalculation of the voucher application conditions. If these are no longer fulfilled, then the amount of the discount granted by the voucher will be deducted from the value returned to the Customer. The return of a product for which the Customer received another product as a gift must be accompanied by the gift product, otherwise the return will not be accepted.

Did you return an order that you paid in full with a voucher, without paying a difference?

• We reactivate the voucher and you can apply it. If the term of use has expired, you will no longer be able to use it.

Did you partially pay with a voucher?

• We reactivate the voucher and refund the difference. If the term of use has expired, you will no longer be able to use it.

Refund of money   it will be done by electronic means (refund to the card account or payment order to the IBAN account mentioned in the return request, for orders that were paid by cash on delivery or bank transfer).

Amelie   will be able to postpone the reimbursement of the return value until receiving the product, checking it and accepting the return. The amount that will be returned will be calculated depending on the integrity of the product and the possibility of being resold as a resealed product.

The return form is a model and is not mandatory. According to GEO 34/2014, the customer must provide the complete data required for the return. The customer understands that once the return form is completed, it speeds up the return process.

Reception of the return   it is done in a special video-monitored space, the absence of the product (which is the object of withdrawal from the contract/return) from the package entails the discharge of responsibility for Amel , the return being considered not completed according to the legislation (Article 13, paragraph 4 of GEO No. 34 /2014). Next is the verification of the returned product, whose condition must be identical to that of the return form completed by the consumer. The differences that appear can be a reason to refuse the return. If the differences appeared during the transport process, Amel is released from the responsibility of the return, the consumer going to recover the value of the product from the courier company (Amel will provide the video evidence from the moment of receiving the package).

If the returned product is unsealed,   Amelie   will ask a specialist to examine the integrity of the product in order to bring the product to the stage of sale:

• If the product has been handled (used) differently or more than is "necessary for determining the nature, characteristics and functioning of the products", as provided by GEO No. 34/2014, but it can be re-sold, the return will be accepted, and the consumer will be refunded the money, less the expenses resulting from bringing the product to its original form, even by changing some consumables, accessories or parts of the product;
• If the product has signs of wear or is incomplete, then the return is refused.

Amelie   has the right to refuse the return in the following situations:

• If the ordered product was customized or made to order.
• In case of replacing the purchased product with another product with different specifications or of a different type or different serial number (SN or serial number);
• If the return request exceeds the term of 14 working days from the date of taking possession of the good;
• If a product is returned that is not in the same condition in which it was delivered, i.e. with all the labels intact together with all the documents that accompanied the delivered product;
• The identification labels of the product or the packaging or, as the case may be, the return label are damaged or missing;
• Products worn, washed or that smell of perfume;
• Sealed products that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer (eg: socks, underwear, pacifiers, toothbrushes, etc.);
• Goods that are, after delivery, inseparably mixed with other elements;
• If there were several identical products in the delivered order and they were all unsealed and used.

If it is found that the conditions mentioned above are not met, the value of the returned products will not be paid, and the package will be sent back to the consumer, who will bear the costs of resending the product/products.

By completing the return form below, you have read and agreed to our return policy.

Version 1.1.4 dated 04.01.2024

Careful!

In case of return,   you are responsible for reducing the value of the products   resulting from manipulations, other than those necessary to determine the nature, qualities and functioning of the products.