Exchange and return of goods

The buyer has the right to refuse the order at any time before receiving the goods, if this does not contradict any obligations specified in the contract.

The consumer is obliged to check the quality and completeness of the goods upon receipt in the presence of a company representative or the courier who delivered the goods to the consumer. After this, any claims related to defects, completeness and appearance will not be considered.

After the buyer receives the goods, exchange and return are carried out in accordance with Law No. 105 of 13-03-2003 on the protection of consumer rights.

Exchange and return are not possible if:

  • more than 14 days have passed since the receipt of the goods;
  • the buyer cannot present a document confirming the fact of purchase (cash receipt, tax invoice);
  • the goods are made to order;
  • goods have non-standard sizes;
  • goods with a logo, symbols, text and other types of personalization according to the customer's order on the product itself, its elements or packaging;
  • goods have traces of use;
  • goods with missing, damaged or unmarketable packaging.

Refunds are made in cash or by bank transfer within 5 working days from the date of filing the return application.

In accordance with the law, the following goods cannot be exchanged or returned:

  1. Jewelry (precious metal items with precious stones, precious metal items with inserts of semi-precious and synthetic stones, cut precious stones).
  2. Sewing and knitwear (underwear, bed linen, hosiery).
  3. Personal hygiene items (toothbrushes, combs, hairpins, hair curlers, tweezers, razors, electric razors and other similar personal hygiene items).
  4. Perfumes and cosmetics.
  5. Textiles (cotton, linen, wool, silk and synthetic fabrics, ribbons, braid, etc.).
  6. Cable products (wires, cables, cords).
  7. Construction and finishing materials and other goods sold by the meter (linoleum, film, carpeting, etc.).
  8. Products and materials in contact with food products made of polymeric materials, including disposable ones (tableware and kitchen utensils, packaging materials, containers for storing and transporting food products (canisters, cans, bottles, barrels).
  9. Household chemicals, pesticides and agrochemicals.
  10. Household furniture (furniture sets and kits).
  11. Automobiles and motorbikes, trailers and units for them, mobile means of small-scale mechanization of agricultural work, pleasure boats and other watercraft for domestic purposes.
  12. Technically complex household goods for which warranty periods have been established (electric household machines and devices, radio-electronic equipment, household computing and copying equipment, photographic and film equipment, telephones (landline and mobile) and facsimile equipment, electric musical instruments, household gas equipment and devices).
  13. Goods for the prevention and treatment of certain diseases at home (sanitary and hygiene items made of metal, rubber, textiles and other materials, medical instruments, devices and equipment, oral hygiene products, spectacle lenses, child care items, medicines).
  14. Toys.
  15. Intimate goods for adults.

In the Republic of Moldova, the body vested with functions for the protection of consumer rights is:

Agency for the Protection of Consumer Rights
Address: Chisinau, Vasile Alecsandri Street, 78
Tel: (022) 74-14-64
E-mail: consumator@apc.gov.md
Website: www.consumator.gov.md