Withdrawal, Goods return and Warranty Policy

This policy establishes the conditions applicable to the equipment and food products marketed and sold by Vending Outlet Store SRL through the online platform vendingoutlet.ro.The conditions are presented separately for consumers and for clients purchasing for professional use.

1. TO WHOM THIS POLICY APPLIES

Consumers [B2C]
In this policy, "consumer" designates any natural person who purchases products for purposes unrelated to their commercial, industrial, artisanal or professional activity. Sections 2 and 3 present the rights and procedures applicable to this category.

Professional Clients [B2B]
Legal entities, sole proprietorships, individual enterprises, family enterprises and other buyers who purchase products for professional use are hereinafter referred to as "B2B clients". The conditions applicable to them are compiled in Section 4. The classification is determined according to the legal status and purpose of the purchase; the mere status of being a natural person does not automatically mean that a purchase is made as a consumer.

What withdrawal, return and warranty mean
Legal withdrawal allows the consumer, in situations provided by law, to cancel the contract without citing a defect. A non-conformity complaint concerns a product that does not meet the applicable requirements. Voluntary commercial return is a facility accepted by Vending Outlet Store under the conditions agreed upon for that specific transaction. The expiration of the withdrawal period does not remove the rights regarding product non-conformity. The conditions of a commercial warranty do not replace mandatory legal rights.

Where to find information

Section 2 — Consumer withdrawal: eligibility, exceptions, notification, shipping, and refund.
Section 3 — Legal warranty for consumers.
Section 4 — B2B cancellations, returns, and warranties.
Section 5 — Complaints, transport, and contact details.


2. CONSUMER WITHDRAWAL

2.1 Online purchases and showroom purchases
For a contract concluded at a distance, the consumer benefits, subject to legal exceptions, from a right of withdrawal within 14 calendar days, without having to justify the decision. Picking up the product from the showroom does not eliminate this right if the sale was already concluded at a distance. For contracts actually concluded in the shop or showroom, there is no general legal right of return for simply changing one's mind. The same rule applies to a simple online reservation followed by the conclusion of the contract in the shop. Any acceptance of a return is a voluntary commercial facility; rights regarding non-conformity remain applicable. For off-premises contracts, the right of withdrawal applies in accordance with the law. The period is 30 days for contracts concluded in the context of unsolicited visits to the consumer's home or excursions organized by the trader to promote or sell goods.

2.2 How the period is calculated
When selling goods, the period generally begins from the day on which the consumer or a third party designated by them, other than the carrier, enters into physical possession of the goods. For multiple goods ordered in a single order and delivered separately, the period is calculated from the receipt of the last item.

2.3 Equipment
The right of withdrawal applies under the law both to equipment in the physical stock of Vending Outlet Store SRL and to equipment ordered to be procured from external stocks. The fact that a standard piece of equipment is specially procured from the external stock of a manufacturer or distributor of Vending Outlet Store SRL does not eliminate this right. Procurement costs and the difficulty of resale do not, by themselves, transform the product into a customized good.

2.4 Products subject to exceptions
Goods made to the consumer's specifications or clearly personalized are exempted by law. Vending Outlet Store SRL communicates the application of this exception before the conclusion of the contract. A simple choice between standard variants of a prefabricated product does not automatically mean personalization. The classification is established based on the concrete characteristics of the order, including when the equipment is manufactured, modified, or individually customized according to the requested specifications.

2.5 Food products
Food products that are liable to deteriorate or expire rapidly are exempted by law. Separately, sealed goods that are not suitable for return due to health protection or hygiene reasons are exempted after being unsealed by the consumer, if the legal conditions are met. Sealed, non-perishable food products with an extended shelf life are not automatically excluded just because they are food products, but the buyer must provide proof of handling and storing them under optimal preservation conditions (more details in Section 5.1).

2.6 Communicating the withdrawal decision
Communicate the decision before the expiration of the legal deadline through the online function "WITHDRAW FROM THE CONTRACT here", through the standard withdrawal form available on the website, or by an unequivocal statement sent to office(@)vendingoutlet.ro or to the address in Section 5. The use of the form is not mandatory. Include the details necessary to identify the order and the products to which the withdrawal refers.

2.7 Preparing packaging and shipping the products
Ship or hand over the goods without undue delay, and within at most 14 calendar days from communicating the withdrawal, to the address in Section 5.
Do not ship cash-on-delivery (COD) packages without the prior consent of Vending Outlet Store SRL.
The direct costs of returning the goods are borne by the consumer if they were informed in advance of this obligation, unless Vending Outlet Store SRL agrees to bear them or the law provides otherwise. For bulky equipment that cannot normally be returned by courier, the cost or a reasonable estimate is communicated before the conclusion of the contract, in accordance with the law.
Ensure adequate packaging for transport. We recommend keeping the original packaging and protections, especially for equipment. The lack of original packaging does not automatically cancel the right of withdrawal; any damage caused by improper packaging is evaluated in accordance with the law.

2.8 Product examination and diminution of value
The product may be examined to the extent necessary to establish its nature, characteristics, and functioning. Withdrawal does not grant a right of free use for 14 days. Handling that exceeds the necessary examination may entail liability for the actual diminution of value, in accordance with the law.
The evaluation of the diminution of value may take into account, as applicable: scratches, dents and other damage occurring after delivery; significant signs of use; commercial or intensive use; operation beyond the level of a reasonable check; assembly or installation with modifications or permanent marks; contamination, wear or real diminution of value through the use of food, coffee, milk, syrups, premixes, or other ingredients; missing or damaged components or accessories; damage to special transport protections, if it effectively reduces the value of the good; other damages attributable to handling after delivery.
Any diminution is established based on the concrete condition of the product and must be justified by Vending Outlet Store Srl / IceVend.ro. The mere opening of the packaging does not automatically justify a deduction. Legal limits and exceptions regarding the consumer's liability for diminished value apply.

2.9 Reimbursement
Vending Outlet Store SRL reimburses the amounts owed without undue delay, within a maximum of 14 days from being informed of the withdrawal. The reimbursement may be deferred until the receipt of the goods or until proof of shipment is supplied, taking into account the earliest date, unless Vending Outlet Store SRL has offered to collect the goods itself.
For a full withdrawal from the contract, the cost of the initial standard delivery is also reimbursed. Vending Outlet Store SRL does not reimburse supplementary costs resulting from choosing a more expensive method than the cheapest standard delivery method offered. The reimbursement is made using the same means of payment as used for the initial transaction, unless another method is expressly accepted by the consumer and does not generate costs for them.

3. LEGAL WARRANTY OF CONFORMITY (exclusively for consumers)
This section concerns the non-conformity of goods and applies distinctly from withdrawal, regardless of whether the purchase was concluded online or in the showroom.
The legal warranty exists independently of any potential additional commercial warranty provided by the manufacturer or seller.

Find out more about LEGAL GUARANTEE

3.1 Equipment
For equipment, Vending Outlet Store SRL is liable for non-conformities existing at delivery and detected within two years from delivery, under the conditions of OUG no. 140/2021. Other rights and special rules provided by law apply according to the nature of the good and the non-conformity.

3.2 Resolving a non-conformity
Under the conditions and order provided by law, corrective measures may include repair or replacement, proportional price reduction, or termination of the contract. Repair or replacement under the legal warranty is carried out without cost to the consumer, according to the applicable provisions. The rules regarding withdrawal costs in Section 2 do not automatically apply to a non-conformity claim.
To report a problem, send the order details and a description of the non-conformity to office(@)vendingoutlet.ro. Photographs and product identification can assist in the evaluation. Vending Outlet Store SRL communicates the steps necessary to verify and resolve the complaint; legal rights are not conditional on accepting a voluntary commercial return.

3.3 Use and maintenance
Products must be used and maintained according to the applicable instructions. Malfunctions caused after delivery by improper use, maintenance, handling, or storage are analyzed based on their cause and the legal rules regarding liability and proof of non-conformity.
The exclusions of the B2B contractual warranty in Section 4.4 apply by extension to the legal warranty of consumers.
For additional details regarding the legal warranty, request information at office(@)vendingoutlet.ro, indicating the product and order you are referring to.

4. PROFESSIONAL CLIENTS (B2B)

4.1 Applicable regime
Purchases made for professional purposes do not benefit from the 14-day legal right of withdrawal or from the special legal warranty of conformity regime intended for consumers. This delimitation does not remove the rights and obligations resulting from the legislation applicable to B2B relationships and the contract.
Conditions regarding cancellation, return, new or second-hand equipment, external orders, special-purpose equipment, warranty, servicing, transport, and the liability of the parties are those established by the accepted offer and order, contract, invoice, warranty certificate, service conditions, B2B Terms and Conditions, and other documents applicable to the transaction, to the extent that these conditions have been validly agreed upon. Mandatory legal provisions also apply.

4.2 Cancellation of orders and returns
The cancellation of an order and the return of a product are carried out under the conditions agreed upon for that specific transaction. The voluntary and exceptional acceptance of a return or cancellation does not create a general right for other B2B purchases. Shipping conditions and return costs are established within the applicable agreement.

4.3 Equipment procured from external stocks
For equipment procured individually from the stocks of manufacturers or distributors, Vending Outlet Store SRL may establish the firm character of the order. This condition and any cancellation or return conditions are communicated and accepted before launching the order with the supplier. The specialized destination, configuration, and conditions of the equipment are specified in the transaction documents.
The B2B client is informed before finalizing the order if the product is not in the current stock and is specially procured from abroad. Cancellation after transmitting the order to the supplier and subsequent returns are resolved according to the conditions accepted for that transaction.

4.4 Equipment warranty
For equipment, the warranties and service conditions stipulated in the transaction documents (invoice, warranty certificate) apply.
Under the conditions of the warranty certificate and the contract, the operational warranty does not cover, as applicable, normal wear and tear, consumables, and components subject to normal wear, as well as malfunctions or damages caused by:
- limescale deposits, sediments, or lack of necessary cleaning, maintenance or sanitization;
- inappropriate products or ingredients;
- inappropriate electrical or hydraulic supply;
- use contrary to instructions or unauthorized interventions and repairs;
- mechanical damage after delivery, improper transport, handling, or storage and other external causes not attributable to Vending Outlet Store SRL.

5. COMPLAINTS, TRANSPORT, AND CONTACT DETAILS

5.1 Food products
Coffee, chocolate, premixes, syrups, slush (granita) and frappé bases, and other food items must be transported, handled, and stored according to the instructions on the packaging or in the product documentation. Observe the conditions of temperature, humidity, and hygiene, and avoid contamination, freezing, heat sources, and exposure to sunlight when these are incompatible with the product.
An unexpired shelf life does not replace compliance with storage conditions. Damage caused after delivery by inappropriate conditions attributable to the buyer does not, by itself, represent a non-conformity attributable to Vending Outlet Store SRL.
For the investigation of a food complaint, relevant information may be requested: batch number, expiration date, photos of the product and packaging, the condition of the seal, opening date, storage and use conditions, and other information necessary for traceability and establishing the cause. Requesting this information does not limit the legal rights of consumers.
We recommend not unsealing food items that you intend to return under the right of withdrawal. The rules and exceptions are presented in Section 2.5. The acceptance of a return does not mean automatic re-entry into sale; Vending Outlet Store SRL complies with food safety and traceability obligations.

5.2 Damages observed upon receipt
We recommend checking the packaging and product upon delivery. If there is visible damage, record it, if possible, together with the carrier and take photographs. Communicate the problem as soon as possible to facilitate the investigation. For consumers, this recommendation does not institute an additional deadline for losing legal rights.

5.3 Contact details and return address:
Company Name: Vending Outlet Store SRL
Address: Str. Sperantei nr. 24, Sp. Com. 2, Chiajna 077041, Jud. Ilfov, Romania
E-mail: office(@)vendingoutlet.ro
Phone: 0757.234.144

Accompany the products with the information necessary to identify the order and the request. Indicate whether it is a withdrawal, a non-conformity complaint, or an agreed B2B return, for the application of the corresponding procedure and costs.

5.4 Application of legal provisions
No provision of this policy restricts mandatory rights granted by law. In the event of a discrepancy, the applicable legal provision prevails. The special rights of consumers do not automatically extend to B2B professional purchases.
Legislative benchmarks: OUG no. 34/2014 on consumer rights and OUG no. 140/2021 on the sale of goods, with applicable amendments.

Edition updated on September 27, 2026.