Return policy

Office Max return policy

  1. Client placement
  • Consumer (PF): natural person.
  • Professional (PJ): legal entity (order with active CIF on the date of order placement).
    The classification is made based on the billing data in the order.
  1. How to initiate a return (RMA required)

For any return, prior notification is mandatory through one of the following options:

a) Fill out the return form (RMA/FRMA)
b) Send request by post/courier, with confirmation of receipt, to:

OFFICE MAX SRL, RO10839469
95 Siret Street, Bucharest 1, 012152
Attention: RMA online store

Important:

  • RMA requests are processed only if they are sent from email addresses that correspond to orders placed and paid for on omax.ro (contact address for billing or delivery), with or without an account, and for which data deletion has not been requested under the GDPR.
  • Direct returns to the location without going through the RMA circuit are not accepted.
  • Packages/returns that have not been announced via RMA according to the above procedure are not accepted.
  1. Consumers (PF) - 14-day right of withdrawal (GEO 34/2014)

3.1 Term

You can withdraw from the contract without reason within 14 calendar days, calculated from:

  • the day on which you (or a third party indicated by you, other than the carrier) takes physical possession of the product; or
  • the day you take physical possession of the last product (if there are multiple products in an order, delivered separately); or
  • the day you take physical possession of the last good / last piece (if the product is delivered in multiple lots/pieces).

For services: 14 days from the date of conclusion of the contract. If the term expires on a non-working day, it is extended until the next working day.

3.2 Return shipping costs (PF)

  • Free return (Office Max covers the shipping) if the return is attributable to the supplier (e.g. delivery of a different product than the one ordered or incorrect presentation of basic functionality/features). In this case, Office Max issues an AWB for pickup by email.
  • Return at the customer's expense if:
    • the return is a personal option (right of withdrawal); or
    • the initial delivery was free; or
    • refuse to accept the order.

3.3 Refund (PF)

The refund is made without undue delay, within a maximum of 14 days from the withdrawal request, but not before:

  • receiving returned products; and
  • verification/reception of the return (approx. 10 working hours).
    The refund may be postponed accordingly (without undue delay) if the product is not received within 14 days, during the returns working hours: 09:00-16:00, Monday-Friday (except legal holidays).

Note:
The withdrawal (return) circuit is distinct from non-conformities/warranty. For warranty, please use the Product Warranty Policy.

  1. Professionals (PJ with CIF) - return only for non-conformity upon delivery

For legal entities, the return applies exclusively if the products are non-conforming upon delivery, such as:

  • a product other than the one ordered; or
  • non-conformities upon delivery (e.g. missing parts/components, different configuration, defect upon delivery, different color).

Deadlines (PJ):

  • Notification: maximum 2 working days from delivery (date on AWB).
  • Complete DOA circuit (notification + return to seller): maximum 10 days from delivery.
    After these deadlines, please open a case on the warranty circuit.
  1. General conditions for accepting returns (PF and PJ, where applicable)

5.1 Proper packaging (mandatory)

  • The customer is responsible for properly packaging the returned product so that it is protected during handling, storage and transport.
  • The courier does not provide free packaging.
  • Products damaged upon return due to packaging/handling/storage/transportation are not the responsibility of Office Max and may result in the return being rejected.

5.2 Product condition and package contents

  • The returned product must be the same and in the same condition in which it was received.
  • The product must not be locked with passwords, created accounts or other customizations and must not contain personal data; it must be able to be restored to its original state (including software/licenses).
  • The return must be made with the original labels and markings intact, the delivery documents and the warranty certificate (in the original if it was physically issued), plus all accessories and/or gifts.
  • If you have purchased multiple identical products and wish to return them all: a maximum of one may be unsealed; the rest must be sealed and in their original condition.
  • Returns are not accepted for products with unauthorized interventions, signs of excessive wear/handling, scratches, chips, knocks, mechanical/electrical shocks, missing accessories, customizations or activations of software licenses (including OEM), uninstallations of the delivered software or modifications/removals of labels/holograms/service tags.
  • If the package contains products that are different from those in the RMA form, the return will be refused after inspection. In this case, you have 10 calendar days to pick up the package by courier, starting with the day following the refusal decision. After the expiration of the term, Office Max will dispose of the product(s) responsibly, and the obligations will cease.
  1. Exceptions (PF) - when the 14-day right of withdrawal does not apply

The right of withdrawal does not apply, including:

  • products made to order or clearly personalized (e.g. custom-configured computer) and orders from external stock (more than 5 days estimated delivery on the order date), brought locally based on the online order;
  • audio-video recordings or sealed computer programs that have been unsealed;
  • online digital content if you have started downloading/viewing and have accepted the loss of the right of withdrawal once the download/viewing has started;
  • urgent repair and/or maintenance contracts, after you have agreed on the price of the service.
  1. Product categories with special conditions

7.1 Hygiene/personal use (e.g. in-ear headphones)

  • They can only be returned if they are sealed (unopened, unused).
  • In-ear headphones cannot be returned if they have been unsealed.

7.2 Electrical/electronic/IT equipment

  • In the event of a return, the product must be cleaned and sanitized.
  • Proper packaging is the customer's responsibility; the courier does not package for free.
  • Products damaged upon return due to packaging/handling/storage/transportation are not subject to Office Max's liability.
  • Electrical/electronic/IT consumables and accessories (e.g. light bulbs, flashlights, extension cords, sockets, batteries, accumulators, chargers, etc.) can only be returned if they are sealed.
  • Examples of unaccepted returns: document shredder with the bin containing particles/strips, coffee maker with a used filter or coffee traces.

7.3 On-ear headphones

  • They can be returned if they have the option of replacing the ear protectors; the cost of replacing the protectors will be deducted from the refunded amount.

7.4 Music/movies, software licenses, games, OEM products; office/stationery

  • Returns only if sealed and licenses are unused (where applicable).
  • Stationery is accepted for return only if it has been handled and stored properly (e.g. without humidity, without bends, on flat surfaces, as appropriate).

7.5 Gift cards / vouchers

  • They cannot be returned.
  1. Return delivery (logistics)
  • The return is made by courier or can be brought in person to the address designated in the RMA authorization (after obtaining the RMA).
  • For Office Max cost pickups: maximum weight 30 kg/package and the sum of the sides (L+w+h) maximum 150 cm. If exceeded, another package or road freight is required.
  • For Office Max cost collection, AWB details are sent to the email in the FRMA/RMA form . For customer cost return, wait for the RMA to identify the return number on the AWB.

Update date: 17.01.2026