Shipping policy

Thank you for shopping at Ovox.ro. If you are not completely satisfied with your purchase, we are here to help.

Key Terms at a Glance

Feature Policy Details
Return Window 30 Calendar Days (14 days legally required + 16 days store bonus)
Return Shipping Fee Free for store exchanges; [X] RON for refunds via courier pickup
Refund Method Bank transfer (IBAN) or original card payment
Processing Time Within 14 calendar days of physical inspection

1. Right of Withdrawal & Return Window

In accordance with Romanian law (OUG 34/2014), you have the legal right to cancel and return your order within 14 calendar days of receiving your package without giving any reason.

To give our customers extra peace of mind, Ovox.ro extends this return window to 30 calendar days from the date of delivery.

2. Condition of Returned Items

To qualify for a full refund, returned items must be in the same condition as received:

  • Unused, unwashed, and undamaged, with all original tags attached.

  • Packed in their original packaging, including all manuals, accessories, and warranty cards.

  • Accompanied by proof of purchase (Order Number, Invoice, or Receipt).

Note on Handling: You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the items (similar to trying them on in a physical shop).

3. Non-Returnable Items

Per Romanian consumer protection laws, the following categories cannot be returned unless defective:

  • Personalized or custom-made items tailored to your specifications.

  • Sealed goods unsealed after delivery that are unsuited for return due to health protection or hygiene reasons (e.g., underwear, cosmetics, body care products).

  • Perishable items or goods with a short shelf life.

  • Digital software/content once the download or stream has begun with your explicit consent.

4. How to Initiate a Return

We offer two easy options to start your return:

  1. Online Return Portal (Recommended): Log in to your customer account, navigate to My Orders, select the items you wish to return, and click Request Return.

  2. Standard Form: Alternatively, send an email to [support@yourstore.ro] or submit our standard Return Form with your Order Number, Item Name, and IBAN Account Details.

Courier Pickup Process

Once your request is approved, we will dispatch an authorized courier (e.g., Fan Courier, Sameday, or Cargus) directly to your address to collect the package. You do not need to write shipping labels by hand; the driver will provide the AWB.

5. Shipping Costs

  • Defective or Damaged Goods: If you receive a wrong, defective, or damaged product, return shipping is 100% Free, and we will arrange a replacement or full refund.

  • Change of Mind: For standard returns, a flat shipping fee of 19 RON will be deducted from your final refund amount.

  • Exchanges: If you request a size or color exchange, return and re-shipping fees are waived.

6. Refund Options & Timelines

Once your package arrives at our warehouse, our quality control team will inspect the item within 2–3 business days.

  • Card Payments: Refunds are credited directly back to the original card used via our payment processor.

  • Cash on Delivery (Ramburs): Refunds will be transferred via bank transfer to the RON IBAN account provided during the return request.

  • Timeline: Funds will be visible in your account within 14 calendar days max from the date we receive your returned package.

7. Customer Support

For any questions regarding your returns or exchanges, reach out to us:

  • Email: support@ovox.ro

  • Phone: +40770463167 (Monday–Friday, 09:00 – 18:00 EET)

  • Address: Str. Sfintii Petru si Pavel Nr.23 Sanpetru Brasov