Product Returns Policy

Product returns are accepted in accordance with the terms and conditions below, in compliance with Government Ordinance O.U.G. 34/2014 regarding consumer rights in contracts concluded with professionals, as well as for the amendment and completion of certain regulations.

Right of Withdrawal (14 Days)

• Products ordered online may be returned within 14 calendar days from the date of receipt, without providing any reason.

• Before the withdrawal period expires, the consumer has the right to withdraw from this contract without justification and without incurring costs other than those provided under Art. 13(3) and Art. 14 of O.U.G. 34/2014.

• Return shipping costs are borne by the consumer.

• We recommend keeping the original packaging (box, pallet, etc.) to protect the product’s integrity.

Conditions for Accepted Returns

• Products must be returned in the same condition as received.

• Products must include:

  • Original labels intact

  • All documents delivered with the product

  • Accessories and gifts included in the package

• If multiple identical products were purchased, only one may be unsealed; the rest must remain sealed.

• Returns will not be accepted if:

  • Unauthorized interventions were made

• The consumer is responsible only for the diminished value of goods caused by handling beyond what is necessary to determine their nature, characteristics, and functioning (Art. 14(3), O.U.G. 34/2014).

Special Conditions for Hygiene Products

• For food products, paper, or cardboard items, the content must not be consumed, replaced, or unsealed.

• Returns are not accepted if the product no longer has its primary packaging (box, container, etc.), as hygiene and authenticity cannot be guaranteed.

• If only the outer packaging is missing (e.g., box around a bottle or plastic container), the return may be accepted if the product shows no signs of consumption or tampering. However, the refund value may be reduced by mutual agreement between the customer and a CTS Group representative.

Refunds

• CTS Group SRL will refund the value of the returned product within 14 calendar days from the date the consumer notifies us of their decision to withdraw and the return is accepted.

• Refunds may be delayed until the returned product is received or proof of shipment is provided (whichever is later).

• The return form is optional but helps speed up the process.

Cases of Reduced Refund Value

In some cases, the refunded amount may be lower than the original purchase price:

• If the product was shipped with freight collect or charged to CTS Group’s account, the return shipping fee will be deducted from the refund.

• If the returned product is not in its original condition and requires restoration, the refund will be reduced accordingly. You will be informed of the deduction before it is applied.

• If you do not accept the deduction, the product will be shipped back to you.

 For any questions regarding returns, please contact our support team before shipping the product back.