Return & Refund Policy

 

1. Seller information

ASTRA VISION ONLINE S.R.L.
CUI: 54507208
Registration number: [J2026025479001]
Address: Bucureşti Sectorul 2, Șoseaua Mihai Bravu, Nr. 136, Bl. D20, Scara 2, Etaj 3, Ap. 39
Email (orders & returns): comenzi@polos.ro
Email (general): info@polos.ro

2. Right of withdrawal — 14 days (individuals only)

In accordance with EU Directive 2011/83/EU and Romanian law (OUG nr. 34/2014), individual consumers have the right to withdraw from any order placed on our website within 14 calendar days without providing any reason.

The 14-day period begins:

• From the day you physically receive the product
• For orders with multiple items shipped separately — from the day you receive the last item
• For products delivered in multiple lots — from the day you receive the last lot

The sale contract is considered concluded on the date of the fiscal invoice issued by the seller, not at the time of placing the order.

3. Legal entities (companies)

Orders placed by legal entities (companies) may only be returned within 2 days of purchase and only if the product has manufacturing defects or is damaged upon delivery.

4. How to initiate a return

To exercise your right of withdrawal, you must notify us in writing before sending the product back:

• Email: comenzi@polos.ro
• Postal address: Bucureşti Sectorul 2, Șoseaua Mihai Bravu, Nr. 136, Bl. D20, Scara 2, Etaj 3, Ap. 39
• Include your order number, full name, and a clear statement of withdrawal
• We will reply within 2 business days with return instructions

5. Return conditions

Products must be returned within 14 days of notifying us. The return deadline is met if the product is shipped before the 14-day period expires. Returned products must:

• Be in original condition — unworn, unwashed, unaltered
• Have the original tag still attached
• Be in original packaging with all accessories and documents included
• Show no signs of physical damage, scratches, or unauthorized modifications

You are responsible for any reduction in value resulting from handling beyond what is necessary to verify the nature and characteristics of the product.

6. Non-returnable items

The following cannot be returned:

• Underwear, swimwear, and hygiene-related items that have been unsealed
• Custom-made or personalized products
• Products showing signs of use, improper handling, or installation errors
• Products returned after the 14-day period

7. Return shipping costs

Return shipping costs are borne by the customer, unless the product is defective, non-compliant, or we shipped the wrong item — in which case we cover all return and re-shipping costs. We recommend using a trackable shipping service.

8. Refunds

Once we receive and inspect the returned product, we will notify you by email. If approved, the refund will be processed within 14 calendar days via bank transfer to your account.

Please note: if your original order benefited from free shipping and the return causes the remaining order value to fall below the free shipping threshold, the original shipping cost will be deducted from your refund.

9. Defective or incorrect items

If you receive a defective or incorrect item, please contact us immediately at comenzi@polos.ro. Under Romanian law, you are entitled to a 2-year legal guarantee. We will cover all costs and offer a replacement, repair, or full refund. If replacement is with a higher-value product, the difference will be charged; if lower value, a partial refund will be issued.

10. Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

• Services fully performed with the consumer's prior consent
• Products whose price depends on financial market fluctuations
• Custom or personalized products
• Perishable goods
• Sealed products unsealed after delivery that cannot be returned for hygiene reasons
• Products inseparably mixed with other items after delivery

11. Applicable law

This policy is governed by Romanian law. Any disputes will be resolved amicably or, if not possible, by the competent Romanian courts. The provisions of OUG 34/2014 apply in full.