Refund policy

1. General Information

This Return Policy regulates the conditions under which customers can request withdrawal from the contract, the return of products, or the resolution of certain post-sale situations in connection with products purchased through the ePlug.ro website.

The ePlug.ro website is operated by PLUG IT SOLUTIONS S.R.L., with its registered office in Brașov, 5 Marte St., block 11, entrance B, apt. 12, Romania, registered with the Trade Register Office under no. J8/1482/2023, Fiscal Code (CIF) 43278648, e-mail: office@eplug.ro, hereinafter referred to as "ePlug".

2. To Whom This Policy Applies

This policy applies to:

• consumers who buy products at a distance through the website;
• customers who request returns under the applicable commercial conditions;
• customers who purchase standard products.

This policy does not apply identically to legal entities, nor does it apply to all categories of products. The legal right of withdrawal regulated by GEO (OUG) no. 34/2014 is recognized for consumers, meaning natural persons acting outside their commercial or professional activity.

3. The Consumer's Right of Withdrawal

If you are a consumer and have concluded a distance contract through the website, you have, in principle, the right to withdraw from the contract within 14 days without giving any reason, under the conditions provided by law.

The 14-day period is calculated, as a rule:

• from the date on which you or a person indicated by you, other than the carrier, enters into physical possession of the product;
• in the case of an order with separate deliveries, from the date of receipt of the last product;
• in the case of the delivery of a product consisting of multiple lots or pieces, from the date of receipt of the last lot or piece.

4. How to Exercise the Withdrawal

To exercise your right of withdrawal, you must send an unequivocal statement to ePlug regarding your decision to withdraw from the contract, before the expiry of the legal deadline.

The request can be sent to:

• office@eplug.ro

You can also use a withdrawal form, if made available on the website, but the use of the form is not mandatory, as long as the intention to withdraw is clearly expressed. GEO (OUG) no. 34/2014 provides a model withdrawal form in its annex.

5. Obligation to Return the Product

If you have validly withdrawn from the contract, you must return the product without undue delay and, in any case, within 14 days at most from the date you communicated the withdrawal. The deadline is met if you send back the products before the 14-day period expires.

Products shall be returned to the address communicated by ePlug in the confirmation of the return request.

6. Return Cost

Unless ePlug expressly communicates otherwise, the direct cost of returning the products is borne by the customer. For products that, by their nature, cannot normally be returned by regular mail or courier, the cost of the return may be significantly higher, depending on the size, weight, and necessary transport method. GEO (OUG) no. 34/2014 requires the prior information of the consumer regarding bearing the direct cost of returning.

7. Reimbursement of Amounts

In the event of a valid withdrawal, ePlug will reimburse the amounts received from the consumer, including standard delivery costs, without undue delay and within 14 days at most from the date it was informed of the withdrawal decision. ePlug may defer reimbursement until receiving the products back or until receiving sufficient proof that they have been sent back, taking into account whichever date is earlier.

The reimbursement is made using the same payment method as the one originally used by the consumer, unless the parties agree otherwise.

8. Condition of Returned Products

The customer is only liable for any diminished value of the products resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the products. This rule is provided by GEO (OUG) no. 34/2014 for exercising the right of withdrawal.

In order to be properly evaluated, the returned product should, as far as possible:

• be returned complete;
• include the delivered accessories;
• be accompanied, if possible, by the received documents;
• be properly packaged for transport.

The lack of the original packaging does not automatically lead to the refusal of the right of withdrawal, but the product must be adequately protected to avoid damage during transport.

9. Products to Which the Right of Withdrawal Does Not Apply

The right of withdrawal does not apply in cases provided by law. For ePlug's activity, this exception is relevant especially for:

• products made according to specifications presented by the customer;
• clearly customized products;
• configured products, specially ordered or specially brought for a specific project, to the extent that they fall under legal exceptions. GEO (OUG) no. 34/2014 expressly provides the exception for goods made to customer specifications or clearly customized.

Consequently, specially ordered charging stations, custom-configured stations, certain DC stations, custom products, and equipment specially sourced for the customer's project cannot be returned under the legal right of withdrawal, if they fall within the above exceptions.

10. Standard Products vs. Custom-Made Products

a) Standard Products

Standard products, in stock and sold at a distance to consumers, benefit from the right of withdrawal, unless a legal exception applies.

b) Custom-Made / Personalized Products

Products specially ordered, personalized, configured according to customer requirements, or specially sourced for a specific project may be excluded from the right of withdrawal, under the conditions of the law.

11. Legal Entity Customers

For legal entity customers, the legal right of withdrawal provided by GEO (OUG) no. 34/2014 does not apply. Any returns accepted in the B2B relationship may be analyzed by ePlug exclusively on a case-by-case basis, depending on the nature of the product, its condition, its standard or customized character, and the logistical costs involved. GEO (OUG) no. 34/2014 regulates the rights of consumers, not legal entities.

12. Products Delivered Together with Installation Services

If the product is purchased together with installation services, the legal situation may depend on the stage of execution of the services, the nature of the product, and the specific conditions of the order.

If the services have started or have already been executed, and the product has been installed, dismantling, handling, and restoring to the original state may generate additional costs or may affect the practical possibility of the return. For projects that include products and installation, ePlug will analyze each request according to the contractual structure and applicable legal provisions.

13. Defective / Non-Compliant Products

This Return Policy mainly regulates withdrawal from the contract and commercial returns. For defective, non-compliant products or those presenting functional problems, the rules regarding the legal guarantee of conformity and any commercial guarantees apply separately, which will be detailed in the Warranty / Service Policy.

14. Unjustified Refusal of Return

ePlug reserves the right to refuse requests that:

• are formulated outside the applicable legal framework;
• concern products legally excluded from the right of withdrawal;
• concern products severely damaged due to the customer's fault;
• concern legal entity customers who unapplicably invoke the consumers' right of withdrawal.

15. Contact

For withdrawal requests or questions regarding returns, you can contact us at:

PLUG IT SOLUTIONS S.R.L.

Brașov, 5 Marte St., block 11, entrance B, apt. 12, Romania

E-mail: office@eplug.ro

Phone: +4 0724 024 095