Legal Framework

This return policy is drafted in accordance with Emergency Ordinance no. 34/2014 regarding consumer rights in distance contracts, Emergency Ordinance no. 140/2021 regarding certain aspects of sales contracts for goods, as well as applicable European legislation.

Exception for Perishable Products

According to Art. 16 letter d) of Emergency Ordinance no. 34/2014, the right of withdrawal (return within 14 days of receipt, without stating a reason) does not apply to products that can deteriorate or expire quickly, such as frozen or refrigerated food products.

Due to their perishable nature, SeriosFood products cannot be returned under the right of withdrawal once they have been delivered.

Non-compliant or Damaged Products

If the product received does not match the order placed or arrived damaged, defrosted, or with visible defects, you have the right to remedy the situation through one of the following methods, at your choice:

• Replacement of the affected product(s)
• Full refund of the value of the affected product(s)

Complaint Procedure

To benefit from a replacement or refund, please contact us within 24 hours of receiving the package, at:

• Email: contact@seriosfood.ro
• Phone: 0728 223 266

The complaint must contain:

• Order number
• Description of the problem found
• Photos of the products and package (mandatory)

The 24-hour deadline is necessary due to the perishable nature of the products. Complaints submitted after this deadline will be analyzed individually, but we cannot guarantee a favorable resolution if the products have been improperly stored in the meantime.

Refund Period

After confirming the complaint, the refund will be processed within a maximum of 14 days, in accordance with current legislation. The amount will be refunded using the same payment method used when placing the order.

Situations Not Covered

No refund or replacement will be granted in the following cases:

• Products were refrozen after defrosting
• Products were improperly stored by the Buyer
• The package could not be delivered due to reasons attributable to the Buyer (absence from address, incorrect contact details, refusal to accept), and the products deteriorated as a result
• The complaint does not contain the requested photo documentation

National Authority for Consumer Protection

If you believe that your consumer rights have been violated, you can file a complaint with the National Authority for Consumer Protection (ANPC): www.anpc.ro

European Online Dispute Resolution (ODR) Platform: https://ec.europa.eu/consumers/odr

Last updated: June 2026