Return policy

Context and Definitions

Customers: Individuals or legal entities placing orders remotely through the online store.

Differentiation between these two entities is based on the order placed by the customer, including billing data and a valid VAT ID at the time of order placement.

General return conditions apply to Consumers, defined as individuals (not self-employed individuals or micro-enterprises).

Right of Return

The right of return is legislatively established in the EU for consumers in relation to professionals, aiming to protect consumers in cases of an unequal balance of power.

Consumers enjoy rights established by EU legislation, transposed into Romanian law through OUG 34/2014 and subsequent legislation for returns within 14 days.

If you purchase a product or service online, you have the right to return it within 14 days of delivery without the obligation to provide justification, with certain exceptions detailed below.

The return process is distinct from cases of reporting non-compliance or service incidents. Return and service incidents/warranty represent separate events involving different processes and are managed differently.

For service contracts, the reflection period expires 14 days after the contract is concluded.

If the reflection period expires on a non-working day, it is extended until the next working day. This is known as the right of withdrawal.

Exceptions

Attention! The 14-day reflection period does not apply to the following products:

• Custom-made or clearly personalized products (e.g., a custom-made suit).
• Sealed audio-video recordings or sealed software programs, such as DVDs, once unsealed.
• Online digital content if you have started downloading or streaming it and have accepted the loss of the right to withdraw from the purchase contract once the download or streaming has begun.
• Urgent repair and maintenance contracts – once you have agreed on the service price with a service provider, you cannot cancel the work.

General Return Conditions for Products Sold by Office Max

The product being returned must be the same and in the same condition as received.

Ensure that the product is not protected by passwords or personalized (created account, another situation), so it does not contain any personal information and can be restored to the original software version.

The return is made with all original labels and marks intact, the original warranty certificate (if issued by the manufacturer/distributor and not only available electronically on the platform), and all documents delivered with the product.

The product must be accompanied by the accessories and/or gifts it was delivered with.

If you bought multiple products of the same kind and want to return them all, ensure that at most one has been unsealed. The return of the other products is only accepted if they are still sealed.

Products with unauthorized interventions, signs of wear, excessive use/handling, scratches, chips, mechanical or electrical shocks, missing accessories, customization, or activated software licenses are not accepted for return.

If the return package contains products different from those in the completed form, after courier verification, the pickup will be refused following the return inspection.

Categories of Products with Special Return Conditions

• Personal use accessories (e.g., for phones, tablets, in-ear headphones), which can be returned only if sealed.
• Electrical, electronic, IT equipment: must be cleaned and sanitized for return; packaging is the customer's responsibility.
• Consumables, components, electrical, electronic, and IT accessories, such as bulbs, flashlights, extensions, sockets, batteries, chargers, etc., can be returned only if sealed.

The return is not accepted for certain products, e.g., document shredders with particles or strips of paper in the basket or used coffee makers with coffee traces.

Earbud headphones cannot be returned for hygiene or health protection reasons and can be returned only if unsealed. On-ear headphones can be returned if they have replaceable ear protections, but the cost of replacement is deducted from the refunded amount for hygiene reasons.

Music and movies, Office supplies and stationery, software licenses, games, and other products containing OEM software can be returned only if sealed, and licenses are not used.

Gift cards and vouchers cannot be returned.

To generate the RETURN label, you must complete the form on the page:

//////////////pages/formular_retur;

Returns that do not meet the return notification condition and return authorization through the FRMA = Goods Return Authorization Form number are not accepted.

The FRMA will be generated within a maximum of 2 working days from the date of the return request registration and must be clearly referenced on the courier's AWB, in the package, for processing.

Returns can be made by courier or personally delivered to the designated return address in the return authorization form.

If the transport was free for the customer on delivery, the return cost is borne by the customer.

If the customer paid the delivery cost for the initial order, a free return label will be issued in case of FRMA authorization.

The maximum weight of a package accepted by the courier at the cost of Office Max is 30 kg, with the sum of the three sides (length, width, height) not exceeding 150 cm.

If either of these two conditions is exceeded, you must send another package or arrange for freight transport.

Right of Withdrawal within 14 Days for Distance Selling for Individuals

The Buyer, defined as an INDIVIDUAL, has the right to withdraw from the Contract, i.e., return a Good or renounce a Service, within 14 calendar days, without invoking any reason and without bearing any costs other than delivery. Thus, according to Government Emergency Ordinance no. 34/2014, the return period for a Good or renunciation of a Service expires within 14 days from:

• The day the Buyer physically takes possession of the last Good – if the Buyer orders multiple products through a single order that will be delivered separately.
• The day the Buyer physically takes possession of the last Good or the last part – in the case of delivering a product consisting of multiple lots or parts.