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Return policy

This page explains your right of withdrawal, the steps for starting a return, and the refund timeframe for orders placed on the OVRIDE website.

1. Right of withdrawal (14 days)

Under the applicable legislation (OUG no. 34/2014), a consumer has the right to withdraw from the contract without stating a reason within 14 calendar days from taking physical possession of the goods. For eligible goods, the consumer may handle them as necessary to establish their nature, characteristics, and functioning and is responsible only for any diminished value caused by handling beyond what is necessary for that purpose.

This statutory right applies to individuals purchasing as consumers. For purchases made for professional purposes or by a legal entity, return terms are governed by the agreed contract and applicable law.

2. Statutory exceptions

The 14-day right of withdrawal does not apply in the situations exempted by Article 16 of Government Emergency Ordinance no. 34/2014. For our products, this means:

  • Coffee ground to order. If you choose the “ground” format and a brewing method, we grind the coffee specifically for your order. It is a product made to your specifications that can no longer be resold, so it cannot be returned under the right of withdrawal (Art. 16(c)). We also tell you this on the product page, before you add the coffee to your cart.
  • Unsealed bags. Coffee is a food product delivered in a sealed bag. Once you have unsealed the bag, the product can no longer be returned, for health protection and hygiene reasons (Art. 16(e)).

Whole-bean coffee in its original, sealed bag, as well as equipment and accessories, remain eligible for withdrawal within 14 days, under the conditions above.

These exceptions concern only the right to withdraw without giving a reason. If a product arrives damaged, is not the one you ordered, or is not in conformity, you keep all your statutory rights regarding the conformity of goods (see section 6), including for ground coffee or a bag that has already been opened.

3. How to start a return

For a return under the right of withdrawal, without having to give a reason, follow the steps below:

You can submit the request through the “Withdraw from contract” page linked in the site footer. Enter your details and order number, review the information shown, then select “Confirm withdrawal”. After confirmation, you receive an email acknowledgment containing the request details and its submission date and time. The request does not automatically cancel the order or issue a refund; we review eligibility and contact you about the next steps.

  1. Submit the request through the “Withdraw from contract” page or by email to [email protected] within 14 days of receiving your order, with the order number and the products you want to return.
  2. We confirm your request by email and send you the return instructions.
  3. You ship the products to the return address below without undue delay and no later than 14 days after communicating the withdrawal.
  4. We inspect the returned products and process the refund.

Return address:
OVRIDE COFFEE SRL
Strada Mare nr. 853 (nr. cadastral 413579-C1)
Sat Săcălaz (Com. Săcălaz), Jud. Timiș, România

As we are the last building on the street, we confirm the exact delivery details by email before any return is shipped.

We recommend confirming the delivery details with us before shipment and including the order number in the parcel. This recommendation does not extend the statutory 14-day deadline for dispatching the goods after communicating the withdrawal.

4. Refund timeframe

We reimburse all payments received from the consumer, including the cost of standard delivery, within at most 14 calendar days from the date OVRIDE COFFEE SRL is informed of the decision to withdraw. Any extra cost resulting from a delivery method more expensive than the standard option offered is not reimbursed. We may withhold reimbursement until we receive the goods or the consumer provides proof of dispatch, whichever occurs first.

5. Return costs

The consumer bears only the direct cost of returning eligible goods, unless OVRIDE COFFEE SRL agrees to bear it or the law provides otherwise.

6. Products damaged in transit

If a product was damaged in transit, please report it to [email protected] within 48 hours and include relevant photos so we can check the situation promptly and arrange a solution. This notification period does not limit your statutory rights concerning the conformity of goods.

7. Refund method

The refund is issued using the same payment method used for the order (bank card, via Viva.com), at no extra cost to the customer.

8. Contact

For any question about returns, feel free to reach out anytime at [email protected].