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Gourmet Divino

Return Policy

Last updated: June 2026

1. Right of withdrawal

1.1. In accordance with Romanian Emergency Ordinance no. 34/2014, you have the right to withdraw from the sales contract within 14 calendar days, without invoking any reason, starting from the day you take possession of the products.

1.2. The right of withdrawal applies exclusively to consumers (individuals).

1.3. The right of withdrawal DOES NOT apply to purchases made for professional purposes (B2B), according to EGO 34/2014.

1.4. Placing an order automatically forms a distance sales contract. In this policy, the terms "contract" and "order" refer to the same purchase — withdrawing from the contract means, in short, cancelling your order and returning the products.

2. How to return a product

2.1. Withdrawal notification

To exercise your right of withdrawal, notify us with an unambiguous statement:

In the notification, please mention:

  • Order number
  • Date of product receipt
  • Full name and address
  • Products you wish to return
  • Reason for withdrawal (optional)

2.2. Standard withdrawal form

You can use the standard form below or any other unambiguous declaration:

To: Gourmet Divino SRL, contact@gourmetdivino.com

I hereby inform you that I withdraw from the sales contract (order no. ________) for the following products:

  • [Product list]

Ordered on: ________ Received on: ________

Customer name and address: ________________________

Signature (paper only): ________

Date: ________

2.3. Product shipment

After receiving return instructions, please ship the products within a maximum of 14 calendar days from the date of communicating the withdrawal decision.

3. Conditions for returned products

3.1. Required condition

Products must be returned in the condition you received them:

  • ✅ Intact seal (unopened)
  • ✅ Bottle, labels and original packaging undamaged
  • ✅ With all received accessories (if any)
  • ✅ In appropriate packaging for safe transport

3.2. IMPORTANT exception for alcoholic beverages

According to art. 16 lit. e) of EGO 34/2014, the right of withdrawal DOES NOT apply to unsealed products that cannot be returned for reasons of hygiene or health protection.

This includes wines and alcoholic beverages once the seal has been broken. Unsealed products CANNOT be returned, except in cases of non-conformity found upon receipt.

3.3. Value reduction through handling

The customer is responsible for any reduction in the value of products resulting from handling beyond what is necessary to determine the nature, characteristics and functioning of the products.

If the product reaches us in an inappropriate condition due to shipping fault or customer handling, we reserve the right to:

  • Proportionally reduce the refunded amount
  • Refuse the return in serious cases

4. Return costs

4.1. The direct cost of returning products is borne by the customer.

4.2. Exception: Return costs are borne by the Seller if:

  • The product is non-conforming
  • The product was delivered in error
  • The product arrived damaged

4.3. We recommend using a courier service with delivery confirmation, for shipping safety.

5. Refund

5.1. Refund term

We will refund all amounts received, including standard delivery cost, within a maximum of 14 calendar days from the date we receive the returned products or proof of their shipment (whichever is earlier).

5.2. Refund method

The refund is made using the same payment method used for purchase, without additional costs for you, unless you expressly agree to another method.

5.3. Exception regarding additional delivery costs

If you chose a more expensive delivery method than the standard one, we are only obligated to refund the standard delivery value.

5.4. Orders with a discount code

If you used a discount code on your order, the amount actually paid for the returned products is refunded, not their catalogue price.

For a partial return, the discount is recalculated proportionally for the products you keep: in practice, you keep the discount attributable to them.

The SGR deposit is refunded in full, being unaffected by the discount (see Terms and Conditions, 4.7).

6. Damaged or non-conforming products

6.1. Verification at receipt

Please check the integrity of the package and products at the time of delivery, in the presence of the courier.

In case of visible damage:

  • Refuse the package or note the damage on the delivery report
  • Photograph the products/package
  • Contact us within 48 hours: contact@gourmetdivino.com

6.2. Non-conformities discovered later

If the product arrives damaged or does not match the order, contact us as soon as possible, preferably with:

  • Photographs of the issue
  • Order number
  • Description of non-conformity

We will resolve the situation by:

  • Replacing the product with a suitable one
  • Or full refund of the value, including transport costs

6.3. Legal conformity warranty

According to Romanian Law no. 449/2003, you have the right to the legal warranty of conformity for a period of 2 years. For alcoholic beverages, this applies to manufacturing defects and not to natural organoleptic changes.

7. Exclusions from the right of withdrawal

In addition to unsealed products (see 3.2.), the right of withdrawal DOES NOT apply to:

  • Personalized products or products made to customer order
  • Products that, by their nature, cannot be returned
  • Purchases made for professional purposes (legal entities)

8. How to avoid problems

To avoid unpleasant situations:

  1. Verify the order before finalization
  2. Read product descriptions carefully
  3. Check package condition at receipt, in the presence of the courier
  4. Keep original packaging until you decide to keep the product
  5. Contact us with confidence if you have questions — we prefer to clarify before purchase

9. Dispute resolution

9.1. Direct contact

For any complaint, contact us directly:

We will try to find an amicable solution as soon as possible.

9.2. ANPC and ODR

If we cannot reach a solution, you can contact:

10. Policy changes

We may update this policy periodically. The version applicable to your order is the one in force at the time of order placement.

11. Contact and company details

GOURMET DIVINO S.R.L.

  • Registered office: Bucharest, Sector 3, Mihai Bravu Road no. 255, floor S, unit MOD. S156, postal code 030302, Romania
  • Trade Register number: J2025023221003
  • Unique Registration Code (CUI): 51551438
  • VAT identification number: RO51551438
  • Email: contact@gourmetdivino.com
  • Phone: +40 748 111 805

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