Return policy

Context and Definitions

Consumer - any natural person or group of natural persons constituted in associations, as defined in art. 2 pt. 2 of Government Ordinance no. 21/1992 on consumer protection, republished, with subsequent amendments and additions.

Online store client - Natural or legal persons who place a distance order through the online store. The differentiation between the two types of entities is made according to the order placed by the client by filling in the requested billing data, i.e., at least an active fiscal code (CIF) at the time of placing the order for invoicing for the legal person.

General Return Conditions for Consumers

Right of withdrawal according to G.E.O. 34/2014. Consult G.E.O. 34/2014 on the ANPC website.

You have the right to withdraw from the contract, without specifying reasons, within 14 calendar days calculated from the day on which:

  • you or a third party, other than the carrier, indicated by you, acquire physical possession of the products, in the case of a sales contract.
  • you or a third party, other than the carrier, indicated by you, acquire physical possession of the last product, in the case of a contract for multiple goods ordered in a single order and delivered separately.

To exercise your right of withdrawal, you can choose one of the following methods:

  • correctly fill in the data in the RMA form available HERE.
  • send by post / courier, with acknowledgment of receipt, a request to the address: OFFICE MAX SRL, RO10839469, Str. Siret 95, Bucharest 1, 012152 Attention: RMA online store

PLEASE NOTE: To provide maximum attention to our clients, RMA requests will only be processed if sent from email addresses that correspond to orders placed and paid for on www.omax.ro as the contact address for billing or delivery, with or without account registration, and for which data deletion under GDPR has not been requested.

Returns are not accepted directly at the location. Returns will be picked up, or sent by the client if delivery was free, only via authorized couriers, carriers/freight forwarders.

Consequences of Withdrawal

If the return is attributable to OFFICE MAX SRL, it is free of charge. In this case, we will issue a free courier order for pickup.

You will bear the costs related to returning the products if the delivery was free, you refuse receipt of the placed order, and the return is not attributable to us (erroneous product presentation, different color, causes related to the supplier).

In case of return, it is necessary to ship or, as the case may be, hand over the products before the expiration of 14 days from the date you communicated the decision to withdraw clearly and correctly using the methods explained above.

We will refund the resulting amount without undue delay, within a maximum of 14 days from the withdrawal request, but not before receiving the returned products and having time (10 working hours) to ascertain the return status (perform reception).

We may proportionally delay, but without undue delay, the refund of the amount corresponding to the return if we have not received the returned product within 14 days, during the return operating hours: 9:00 - 16:00, Monday - Friday, excluding legal holidays.

The return process based on the withdrawal decision is distinct from cases of product non-conformity notifications or warranty incidents.

For service contracts, the reflection period expires 14 days after the contract date. If the reflection period expires on a non-working day, the deadline is extended until the next working day.

Exceptions

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

  • Products custom-made or clearly personalized (e.g., a custom-configured computer, personalized products, or orders from external stock (estimated delivery over 5 days from the order date, brought in based on an online order)).
  • Sealed audio-video recordings or software programs, such as DVDs, that you have unsealed.
  • Online digital content, if you have already started downloading or viewing it online, provided you have accepted that you lose your right to withdraw from the purchase contract once the download or viewing has begun.
  • Urgent repair and/or maintenance contracts – if you call or order equipment repair services online. You cannot cancel the work once you have agreed on the service price.

General Return Conditions for Products Sold by Office Max

The product you return must be the same and in the same condition as you received it.

Please ensure that the product is not protected with a password set by you or personalized (account created, other situations), so that the product does not contain any personal information and can be restored to its initial equipment/software licensing version, for example.

The return must include all original labels and markings intact, the original warranty certificate (if issued by the manufacturer/distributor and not only available electronically in the online store or via email), and all documents with which the product was delivered.

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

If you purchased multiple products of the same kind and wish to return all of them, ensure that a maximum of one has been unsealed. The return of the other products can only be accepted if they are sealed and in their original delivered condition.

Returns are not accepted for products that have undergone unauthorized interventions, those showing signs of wear or excessive use/handling, scratches, chips, dents, mechanical or electrical shocks, products missing accessories, those that have been personalized, or those with custom-activated software licenses.

Returns are not accepted if you have uninstalled operating systems or other programs existing at delivery, if the products have activated OEM licenses, or if you have modified or removed product serial identification labels, holograms, or service tags, as applicable. In this case, the product is no longer saleable.

If the return package contains products different from those listed in the completed form, after the courier verifies the package, the pickup will be refused after the return inspection. In this case, you will have 10 calendar days to pick up the return package via courier, starting the day after the return refusal decision. After the expiration of 10 days, we will responsibly dispose of the product(s), and our obligations will cease.

Categories of Products with Special Return Conditions

  • Accessories, peripherals, personal use components such as for phones, tablets, or in-ear headphones, and other equipment/accessories whose use, even for trial, involves possible hygiene and health protection incidents for other customers. These can only be returned if they are sealed (unopened, unused). For health protection and hygiene reasons, these products can only be returned if they have not been used or unsealed.

  • Electrical, electronic, IT equipment In case of a return, the product must be cleaned and sanitized. It is the client's responsibility to properly package, with secure protection for handling, storage, and transport, the equipment being returned. The courier will not handle proper packaging free of charge when picking up the return. Products returned damaged due to handling, storage, packaging, or transport will not be the responsibility of Office Max. Consumables, components, electrical, electronic, and IT accessories, such as light bulbs, flashlights, extension cords, sockets, batteries, accumulators, and chargers, but not limited to these, can only be returned if they are sealed. Returns will not be accepted, for example, for document shredders with bins containing paper particles or strips, or coffee makers with worn filters or coffee residue in them. In-ear headphones cannot be returned for health protection or hygiene reasons. These can only be returned if they have not been unsealed. On-ear headphones can be returned if they have the possibility of replacing the ear protections, but the cost of replacing these protections will be withheld from the refunded amount for the same reason of hygiene, customer protection. Music and movies, office supplies and stationery, software licenses, games, other products containing OEM software can only be returned if they are sealed and the licenses are unused, and the stationery has been handled and stored properly (humidity, flat surfaces, no bends, for example, in the case of paper...). Gift cards, vouchers cannot be returned.

Generating a Return Request

To generate the RMA - RETURN form, you must complete the Return Form (FRMA). You will receive a confirmation email.

Attention: For parcel pickup at OFFICE MAX's cost, we will send the AWB pickup details to your email address provided in the FRMA form.

For returns at the client's cost: please wait for the RMA form to identify the return number on the AWB.

Returns that do not meet the notification condition by generating the return request or correspondence as indicated in these terms will not be accepted.

Return processing takes around 10 working hours.

RMA Handover, Return Costs

The return can be carried out by courier or brought personally to the address designated in the return authorization form.

If shipping was free for the client upon delivery, the return cost will be borne by the client.

If the client bore the shipping cost for the initial order, a free return label will be issued in case of RMA authorization.

The maximum weight of a parcel accepted by courier at Office Max's cost is 30 kg, with the sum of its 3 sides (length, width, height) not exceeding 150cm. If either of these 2 conditions is exceeded, you will need to send another parcel or use road freight transport.

Right of Withdrawal within 14 Days for Distance Selling in the Case of Natural Persons

The Buyer, defined as a NATURAL PERSON, has the right to withdraw from the Contract, i.e., to return a Good or cancel a Service, within 14 calendar days, without stating any reason and without bearing any costs other than delivery costs. Thus, according to G.E.O. no. 34/2014, the return period for a Good or cancellation of a Service expires within 14 days from:

  • the day on which the Buyer acquires physical possession of the last Good – in cases where the Buyer orders multiple products through a single order that will be delivered separately.
  • the day on which the Buyer acquires physical possession of the last Good or the last piece – in the case of delivery of a product consisting of several lots or pieces.

The right of withdrawal does not apply to products ordered for on-demand delivery, personalized products, or products that have undergone personalization at the manufacturer (special configurations, colors, logos, ...), seller (engraving, bundles, settings...), or consumer, or for unsealed consumables or personal use products that pose hygiene and health risks for employees and consumers.

Right of Return for Professionals

In the case of legal entities (holding a fiscal code), the right of return applies exclusively to products presented with technical specifications other than those delivered, or non-conforming upon delivery (e.g., missing parts, components, different configuration, defect upon delivery, different color...).

This right can be exercised within 2 working days from delivery, as recorded on the courier's AWB/delivery receipt.

The period within which the product must complete the entire DOA circuit (notification of conformity incident, return handover to seller) is 10 days from the overall delivery date.

If you identify non-conformities later, please open a case on the WARRANTY circuit. In this case, you must report the warranty incident in the corresponding section, Warranty Policy.

Please carefully package returned products. Returns for products that were delivered without a transport incident to the Client but are returned improperly packaged, without protection, or damaged will not be processed.

Last updated: May 29, 2024.