Returns
Maxmart offers its customers the possibility to return products in accordance with internal policy and current legislation.
Exercising the right of return:
According to the provisions of Article 19 of the Law of the Republic of Moldova No. 105-XV of 13.03.2003 on Consumer Protection, the consumer has the right to request from the seller, within 14 days, the replacement of a non-food product of appropriate quality with a similar one if the purchased product does not suit them in terms of shape, dimensions, model, size, color, or if they cannot use it for other reasons according to its intended purpose.If the product required for replacement is not available, the consumer has the right to terminate the contract, and the seller is obliged to refund the value of the product. The consumer’s request for replacement or refund shall be fulfilled only if the product has not been used, has not lost its consumer qualities, and there is proof that it was purchased from the respective seller.
The consumer will bear the costs related to returning the products in case of a refund. Additional costs include any expenses (transport, delivery, reduction of the product’s value resulting from handling other than that necessary to determine the nature, characteristics, and functioning of the product, postal fees, or other charges) that the consumer must cover when exercising the right of return.
The refund will be made as soon as possible after the buyer communicates the intention to return the product and after the physical receipt of the goods at the designated location, but no later than 14 calendar days, without any additional fees (e.g., commissions) other than the direct costs of returning the goods, which will be deducted from the refunded amount (courier service costs are non-refundable).
Refunds are made through the following methods:
- In cash, for purchases paid in cash;
- By bank transfer, for payments made via bank or by bank card (if the return request is made after the date of purchase);
- By requesting the bank to cancel or reverse the transaction, if the payment was made by bank card (when the product is returned on the same day as the payment or in cases when the purchase was made in installments via credit card).
Products may be returned if they:
- Are within 14 days from the date of receipt;
- Comply with the technical specifications mentioned in the order;
- Have not been custom-made or personalized at the consumer’s request;
- Show no signs of damage or deterioration;
- Show no visible signs of wear;
- Are returned in the original packaging, with all accessories and intact labels (without signs of use, damage, or impact);
- Are returned in the original packaging unit (box, bag, etc.);
- Are accompanied by all accessories belonging to the product;
- Are from the same batch and are available in stock;
- Are accompanied by the original invoice and/or purchase receipt, as well as any related documentation (technical sheets, user manuals, technical documentation, warranty and/or conformity certificates);
- Complaints will be examined only upon presentation of the cash receipt or another document confirming the purchase of the product or the provision of the service.
Failure to comply with the above conditions, as well as placing the product, by any means, in a condition unsuitable for resale, will result in the refusal of the return.
List of non-food products of appropriate quality that cannot be replaced with a similar product:
- Jewelry items (items made of precious metals, with gemstones, or made of precious metals and set with semi-precious or synthetic stones, polished gemstones);
- Garments and knitted items (underwear, bed linen, hosiery);
- Personal hygiene items (toothbrushes, combs, hair clips, curlers, tweezers, manual or electric razors, and other personal care items);
- Perfume and cosmetic products;
- Textile goods (cotton and cotton-type fabrics, linen and linen-type, wool and wool-type, silk and silk-type, ribbons, trimmings, etc.);
- Electrical cables (wires, cords, cables);
- Construction and finishing materials, other goods sold by length (linoleum, film, carpet, etc.);
- Household chemical products, pesticides, and agrochemical preparations;
- Automobiles and moto-velo articles, trailers and attachments, mobile equipment for small agricultural mechanization, pleasure boats, and other means of water transport for personal use;
- Complex household technical goods for which warranty terms are established (electrical appliances, radio-electronic devices, computing and copying equipment, photo and cinema articles, telephones — fixed or mobile — and fax machines, electric musical instruments, gas-operated equipment, and their components);
- Toys.
Product Return Methods:
- By courier;
- Personally, by bringing the product to the company’s central office.
To return a product, the buyer is required to fill out the Return Form available on the MAXMART website or provided by a sales consultant at the office. If the return is carried out via courier, the form will be issued by the courier.
Product Return Form
For more details, you can consult the following regulation: Decision of the Republic of Moldova No. 187 for amending and supplementing Law No. 105-XV of March 13, 2003 on Consumer Protection.
Consumer Protection Authority in the Republic of Moldova
Address: Chișinău, Vasile Alecsandri St. 78
Phone: (022) 74-14-64
E-mail: consumator[at]apc.gov.md
Website: www.consumator.gov.md
With best regards, The MAXMART Team.
Contact Information:
Informator S.R.L.
City: Chișinău, Republic of Moldova
Street: Alexei Șciusev, 81/1
Phone: +373 22 837 707, +373 68 777 077
E-mail: [email protected]
