Return policy

At Lumedics we want you to shop with peace of mind. That is why, in addition to the 14-day legal right of withdrawal, we voluntarily offer an extended period of 30 days to return the products you ordered. Below you will find the full conditions and the steps to follow.

1. The legal right of withdrawal (14 days)

As a consumer, you may withdraw from a distance contract within 14 calendar days without giving any reason and without incurring any costs other than those set out in this policy (under Directive 2011/83/EU and, in Romania, Government Emergency Ordinance no. 34/2014).

The 14-day period begins on the day you, or a third party other than the carrier indicated by you, take possession of the product. If you ordered several products in one order that are delivered separately, the period begins on the day you receive the last product.

2. Extended commercial period (30 days)

Beyond the legal minimum, Lumedics offers, as a commercial benefit, a total of 30 calendar days from receipt of the products to request a return. This is a benefit offered by the online store and applies under the conditions below.

3. Return conditions

For a return to be accepted, the products must meet the following conditions:

• the product is unused and in the same condition in which you received it;
• the original packaging is intact, together with the accessories, cables and any materials supplied;
• you include the invoice or proof of purchase;
• the product shows no signs of wear, damage or modification.

You may handle the product to establish its nature, characteristics and functioning, just as you would in a shop. You are liable for any diminished value of the product resulting from handling beyond what is necessary for this purpose.

4. Return steps

1. You notify us of your decision to withdraw by e-mail at help@lumedics.ro, stating the order number and the products you are returning. You may use the model withdrawal form provided by law or any other clear statement.
2. We confirm receipt of your request and send you the address to which the parcel should be sent, together with the return instructions.
3. You pack the product in its original packaging, together with the invoice, and send it by courier within the stated period.
4. Once we have received and checked the product, we refund the amount you paid.

5. Refund

We refund all payments received from you, including the original delivery costs, using the same payment method you used for the order, unless we have expressly agreed otherwise. You will not incur any fees as a result of the refund.

We make the refund no later than 14 days from the day on which we are informed of your decision to withdraw. However, we may withhold the refund until we have received the product back or until you have supplied proof of having sent it back, whichever is the earliest.

6. Cost of returning the product

If you withdraw from the contract, you bear the direct cost of returning the product. If the product you received is defective, was damaged in transit or does not match your order, Lumedics bears the full cost of the return.

7. Exceptions to the right of withdrawal

Under the law, the right of withdrawal does not apply, among other cases, to:

• sealed products which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery;
• products made to your specifications or clearly personalised;
• products which, by their nature, are inseparably mixed with other items after delivery.

8. Legal guarantee of conformity

All products are covered by a legal guarantee of conformity of 2 years from delivery (under Directive (EU) 2019/771 and, in Romania, Government Emergency Ordinance no. 140/2021). If a product is not in conformity, you may request, under the conditions laid down by law, that it be repaired or replaced, that the price be reduced or that the contract be terminated.

9. Contact

If you have any questions about returns or the guarantee, write to us at help@lumedics.ro. We will reply as soon as possible and guide you through the process.