Retur

RETURN POLICY

In this section of the online store newerasmarthouse.ro, you will find all information and rights reserved regarding product returns.

According to Government Ordinance no. 34/2014, consumers have the right to withdraw from a purchase within 14 calendar days from the date they physically take possession of the product, without penalties and without providing a reason.

Product Warranty

All products sold by newerasmarthouse.ro, except for re-sealed items, benefit from warranty conditions in accordance with current legislation and the commercial terms of manufacturers and distributors. All products are new (except for re-sealed ones) and come in original packaging.
The warranty of products sold by NewEra House is ensured by the authorized service centers of the distributors or manufacturers.

Return Shipping Costs

  • If the return is due to defects (hidden manufacturing defects, faulty functionality, missing components), newerasmarthouse.ro will cover the cost of return shipping.

  • If the delivered product matches your order, but you wish to return it on your own initiative, the return shipping cost will be borne by the customer, and this amount will be deducted from the refund transferred to your bank account.

Products Not Accepted for Return

  • Consumable products, which by their nature cannot be resold once used.

  • Products with physical damage, such as cracks, chips, scratches, or impact marks.

  • Unsealed identical products in the case of purchasing multiple units (more than 2).

  • Products received as gifts during promotions or contests.

Exceptions to the Right of Withdrawal (Art.16 OUG 34/2014)

  • Art.16(d): Supply of products which are liable to deteriorate or expire rapidly (e.g., inflatable products).

  • Art.16(e): Supply of sealed products that cannot be returned for health or hygiene reasons, once unsealed by the consumer (e.g., inflatables inflated by mouth without a special pump).

Return Procedure

  • To inform us of your intention to return a product, you must send an email to newerasmarthomes@gmail.com or use the Contact Form on our website https://newerasmarthouse.ro/contact/.

    • You must specify your full name used when placing the order and your order number.

    • The request must be submitted within 14 calendar days from receiving the package. Requests submitted after 14 days will not be accepted.

  • After sending your request, within 48 business hours you will be contacted by an operator who will guide you through the return process. (Response time may vary during holidays and peak periods).

Customer Responsibilities When Returning a Product

  • The product must be properly packaged, so that it reaches us without signs of wear or transport damage.

  • The product must be returned as received, with all original accessories, labels, and packaging.

  • If the product came in a pressed cardboard box, please return it in the same box, suitably packed for transport. The box must not have tears or defects that could cause damage to the contents.

Important Notes

  • Any return not caused by NewEra SmartHouse will incur a fixed fee of 30 RON, deducted from the refund.

  • If products are returned in a condition where they can no longer be sold as new, we reserve the right to:

    • request a reduction in the product’s value to cover restoration costs, or

    • cover the price difference if resold as second-hand, or

    • at the customer’s request, re-ship the products back to them (shipping costs borne by the customer).

  • In case the product is accepted for return, the refund will be processed within 14 days from the receipt of the withdrawal notification.

Return Contact Information