Right of withdrawal and returns
Version 1.0 — August 1, 2026
This page is an integral part of the Terms and Conditions and describes the right to withdraw from a distance contract, as provided for in Art. 1052–1065 of the Civil Code of the Republic of Moldova no. 1107/2002 (republished).
1. Right of withdrawal — 14 days, no reason required
1.1. You have the right to withdraw from the contract concluded at a distance through the online store acoperispentrufiecare.md, without giving any reason, within 14 days.
1.2. The withdrawal period expires after 14 days from the day on which you or a third party indicated by you, other than the carrier, take/takes physical possession of the goods (Art. 1060 of the Civil Code). If you have ordered multiple goods in a single order that are delivered separately, the period runs from the receipt of the last good.
1.3. To comply with the deadline, it is sufficient to send the withdrawal declaration before the 14-day period expires.
2. How to exercise the right of withdrawal
2.1. To exercise the right of withdrawal, inform us of your decision by an unequivocal statement — for example, a letter sent by post or an e-mail — to the address:
„ACOPERIS PENTRU FIECARE" S.R.L. mun. Chișinău, str. Varnița 2/9 E-mail: [email protected] Phone: +373 60 31 77 22
2.2. You may use the withdrawal form below for this purpose (in accordance with Annex no. 6 to Law no. 1125/2002), although its use is not mandatory.
2.3. Attention: the simple refusal to receive the goods or failure to pick up the package does not constitute a withdrawal from the contract (Art. 1053 of the Civil Code) — an express declaration is required.
2.4. If you send the withdrawal by e-mail, we will confirm receipt of it to you by e-mail without delay.
Withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: „ACOPERIS PENTRU FIECARE" S.R.L., mun. Chișinău, str. Varnița 2/9, e-mail: [email protected]
I/We (*) hereby inform you that I/we (*) withdraw from my/our (*) contract regarding the sale of the following goods (*) / the provision of the following services (*):
Ordered on (*) / received on (*): ________________________
Name of consumer(s): ________________________
Address of consumer(s): ________________________
Signature of consumer(s) (only if this form is notified on paper): ________________________
Date: ________________________
(*) Delete as appropriate.
3. Exceptions — when the right of withdrawal does NOT exist
3.1. In accordance with Art. 1065 para. (1) of the Civil Code, the right of withdrawal does not apply, in particular, in the case of:
- lit. c) — goods made to the consumer's specifications or clearly personalized. In our store, this includes, in particular:
- metal tiles and corrugated sheets cut/manufactured to the lengths indicated by the customer;
- tinsmith elements, gutters, downspouts, and accessories made to individual dimensions;
- goods sold by the meter, cut to the length indicated by the customer (membranes, foils, meshes, etc.);
- lit. f) — goods which, after delivery, by their nature, are inseparably mixed with other goods. In our store, this includes, in particular, paints colored to the customer's order and other individually prepared/mixed materials.
3.2. On the page of each product in these categories, the fact that the product is manufactured to individual parameters and cannot be returned under the right of withdrawal is indicated before placing the order (Art. 1015 para. (1) of the Civil Code). Individual parameters (lengths, color, quantity) are confirmed with the customer before production begins.
3.3. The above exceptions do not affect your rights in the case of non-conforming goods — the 2-year legal guarantee of conformity applies fully to custom-made products as well (see Terms and Conditions, section "Legal guarantee of conformity").
4. Returning goods
4.1. Return the goods to the address: mun. Chișinău, str. Varnița 2/9, without undue delay and in any event no later than 14 days from the date on which you communicated your withdrawal to us (Art. 1064 of the Civil Code). The deadline is met if you send the goods before the 14-day period expires.
4.2. The direct costs of returning the goods are borne by you (Art. 1064 of the Civil Code).
4.3. Roofing materials are, as a rule, bulky goods that cannot be returned by regular mail and require specialized transport. The maximum estimated cost of returning such goods: corresponds to the delivery rate for the respective order (depending on volume and distance) and is communicated to you in advance, upon request (Art. 1015 para. (1) lit. i) of the Civil Code). Upon request, we can organize the collection of the goods with our transport, for a fee, at the rate communicated in advance.
4.4. Goods must be returned complete, in a condition that allows them to be resold; we recommend keeping the original packaging and accompanying documents (receipt/invoice or other proof of purchase).
5. Reimbursement
5.1. In the event of withdrawal, we will refund all payments received from you, including the cost of standard delivery (except for additional costs resulting from your choice of a delivery method other than the standard one proposed by us), without undue delay and in any event no later than 14 days from the date on which we were informed of the withdrawal (Art. 1063 of the Civil Code).
5.2. The refund will be made using the same payment method used for the initial transaction, unless you have expressly agreed otherwise; in any case, the refund will not incur any additional costs for you. For orders paid in cash on delivery, the refund is made by transfer to the bank account indicated by the customer, with their express consent, or in cash at our office.
5.3. Right of retention: we may withhold the refund until we have received the goods back or until you have provided proof of having sent them back, whichever is the earliest (Art. 1057 and Art. 1063 of the Civil Code).
6. Liability for diminished value of goods
6.1. You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods (Art. 1064 para. (4) of the Civil Code). In other words, you may examine the goods as you would in a physical store; mounting, cutting, drilling, or using the materials on the construction site exceeds this limit and may result in the deduction of the value of the diminution from the refunded amount.
7. Exchange of goods of appropriate quality (purchases from the physical store)
7.1. The right to exchange a non-food good of appropriate quality within 14 days, provided for in Art. 26 of Law no. 105/2003 on consumer protection (republished), does not apply to construction and finishing materials, as well as other goods sold by the meter, included in the list of goods that cannot be exchanged, approved by the annex to the law (point 7 of the annex).
7.2. For orders placed online (distance contracts), the right of withdrawal described in sections 1–6 above applies, with the exceptions in section 3.
8. Contacts for returns
„ACOPERIS PENTRU FIECARE" S.R.L. Place of exchange (Art. 28 para. (4) of Law no. 105/2003): mun. Chișinău, str. Varnița 2/9 Phone: +373 60 31 77 22 · E-mail: [email protected] · Working hours are indicated in the Contacts section of the site.