Return and Refund Policy
1. RETURN & REFUND POLICY
Intax Trading SRL
Website https://turbionaire.com
TABLE OF CONTENTS
- Purpose
- Scope
- Definitions
- Your Legal Right of Withdrawal
- Our 30-Day Commercial Return Policy
- Return Eligibility
- Products That Cannot Be Returned
- How to Request a Return
- Return Shipping
- Packaging Requirements
- Installed Products
- Inspection of Returned Products
- Refunds
- Exchanges
- Warranty Claims
- Business Customers
- Damaged or Incorrect Deliveries
- Contact Information
- Changes to this Policy
- Applicable Law
- Alternative Dispute Resolution
At Turbionaire, we want you to shop with confidence. This Return & Refund Policy explains how returns, refunds and exchanges are handled for products purchased through www.turbionaire.com.
Our goal is to provide a transparent, fair and straightforward process while respecting the mandatory consumer protection rights applicable in the European Union.
Nothing in this Policy limits or excludes any statutory rights that cannot legally be waived.
This Policy applies to purchases made through www.turbionaire.com by:
- Consumers located within the European Union; and
- Business Customers, where expressly stated.
This Policy does not apply to purchases made from authorised distributors or third-party marketplaces. Such purchases remain subject to the policies of the respective seller, without prejudice to any rights you may have under applicable law or the manufacturer's warranty where applicable.
For the purposes of this Policy:
Business Day means any day other than Saturday, Sunday or public holidays observed in Romania.
Consumer means any natural person acting for purposes outside their trade, business, craft or profession.
Business Customer means any legal entity or individual purchasing products for professional or commercial purposes.
Return means the process by which a product is sent back to Turbionaire under this Policy.
Refund means repayment of all or part of the purchase price using the original payment method, unless otherwise agreed or required by law.
Exchange means replacing a returned product with another product.
Withdrawal means the legal right of an eligible Consumer to withdraw from a distance sales contract within the statutory withdrawal period.
4. YOUR LEGAL RIGHT OF WITHDRAWAL
If you are a Consumer residing in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, in accordance with applicable consumer protection legislation.
To exercise this right, you must notify us before the withdrawal period expires. You may do so by:
- submitting a request through your account on turbionaire.com our Returns Portal;
- contacting Customer Support by email; or
- using the standard EU Withdrawal Form, where applicable.
The withdrawal period is met if your notification is sent before the 14-day period expires.
If you withdraw from the contract, we will process your refund in accordance with this Policy and applicable law.
5. OUR 30-DAY COMMERCIAL RETURN POLICY
In addition to your statutory rights, Turbionaire voluntarily offers a 30-day Commercial Return Policy.
This allows eligible products to be returned within 30 calendar days from the date of delivery, even after the statutory withdrawal period has expired, provided that the conditions set out in this Policy are met.
This commercial policy is offered voluntarily by Intax Trading SRL and may include conditions that differ from the statutory right of withdrawal. It does not reduce or replace any mandatory legal rights available to Consumers under applicable law.
To qualify for a return under either your statutory right of withdrawal or our 30-Day Commercial Return Policy, the following conditions apply:
6.1 Eligible Products
Unless otherwise stated in this Policy or required by applicable law, products may be returned if:
- they were purchased directly from www.turbionaire.com;
- the return request is submitted within the applicable return period;
- the product is returned together with all accessories, manuals, mounting kits and other components originally supplied;
- the product is adequately protected during return transport;
- proof of purchase can be provided.
Where reasonably possible, we recommend returning products in their original packaging. However, the absence of the original packaging alone will not automatically result in the rejection of a return, provided the product is packaged securely and arrives without transport damage.
6.2 Inspection and Handling
Consumers may inspect and handle products only to the extent necessary to establish their nature, characteristics and functioning, as they would be permitted to do in a physical retail store.
If a returned product shows signs of handling beyond what is necessary for such inspection and this has reduced its value, we may apply an appropriate deduction from the refund where permitted by applicable law.
Normal inspection and testing do not affect your statutory rights.
7. PRODUCTS THAT CANNOT BE RETURNED
Certain products cannot be returned under the voluntary 30-Day Commercial Return Policy or may be excluded from the statutory right of withdrawal where permitted by applicable law.
These include, but are not limited to:
- products manufactured to your specifications or clearly personalised;
- products that have been permanently incorporated into a building or installation and cannot be removed without damage;
- products intentionally damaged or modified after delivery;
- products damaged due to improper installation, misuse or neglect;
- products with missing essential components that prevent resale.
Hygiene and Consumable Products
For hygiene, health and product integrity reasons, the following products are generally not eligible for return once they have been used:
- HEPA filters;
- activated carbon filters;
- grease filters;
- other consumable filters;
- replacement consumables supplied in sealed packaging.
If such products have only been opened but remain completely unused, uninstalled and in resalable condition, Turbionaire may accept the return at its discretion under the Commercial Return Policy. This does not affect any statutory rights you may have.
To ensure a fast and efficient process, returns should be initiated through the customer’s account on turbionaire.com , or Turbionaire Returns Portal.
The portal allows you to:
- submit a return request;
- select the reason for the return;
- upload supporting information where required;
- receive return instructions;
- obtain a return shipping label where applicable;
- track the progress of your return.
If you experience difficulties accessing your account on turbionaire.com or the Returns Portal, please contact our Customer Support team.
Products returned without prior return authorization may experience delays in processing
9.1 Customer-Initiated Returns
Where a return is requested under our voluntary 30-Day Commercial Return Policy for reasons unrelated to product quality or conformity, the customer is responsible for the return shipping costs.
Examples include:
- ordering the wrong product;
- changing your mind;
- selecting the wrong size or model;
- the product no longer being required.
9.2 Defective or Incorrect Products
If the returned product is:
- defective;
- damaged during transport;
- incomplete;
- incorrect due to our error,
Turbionaire will bear the reasonable return shipping costs in accordance with applicable law.
Please do not return such products before contacting Customer Support or initiating a return request through your account on turbionaire.com or on the Returns Portal.
Returned products should be packed carefully to prevent damage during transportation.
Customers should:
- use the original packaging whenever reasonably possible;
- protect the product against impact and moisture;
- secure all loose accessories;
- include all components supplied with the original order.
If the original packaging is unavailable, suitable alternative packaging providing equivalent protection should be used.
Damage occurring during return transport due to inadequate packaging may reduce the amount refundable where permitted by applicable law.
Many Turbionaire products, such as extractor hoods, bathroom fans and heat recovery ventilation systems, are intended to be installed before use.
Installation alone does not automatically remove your statutory rights.
However, before installation, customers should inspect the product to verify that:
- the correct product has been supplied;
- there is no visible transport damage;
- the product corresponds to the ordered model;
- all supplied components are present.
Products with visible defects or shipping damage should not be installed. Instead, please contact Customer Support immediately.
Where installation has caused damage beyond what is necessary to inspect or test the product, or where the product has been permanently modified or incorporated into a building, a reduction in the refundable amount may apply where permitted by law.
Nothing in this section limits your statutory rights in relation to defective or non-conforming goods.
12. INSPECTION OF RETURNED PRODUCTS
All returned products are inspected upon arrival at our warehouse to verify that the return qualifies under this Policy and applicable law.
The inspection may include, where relevant:
- confirmation of the product model and serial number;
- verification that all accessories and supplied components are included;
- assessment of the product's physical condition;
- verification of any reported defect or damage;
- confirmation of signs of installation, misuse or modification;
- assessment of packaging-related transport damage.
Inspection is normally completed within five (5) Business Days after the returned product has been received.
Where additional technical assessment is required, the inspection period may be extended. If this occurs, we will keep you informed of the status of your return.
13. REFUNDS
13.1 Approved Refunds
If your return is approved, we will issue a refund using the original payment method whenever reasonably possible and unless otherwise agreed with you.
Refunds are normally processed within five (5) Business Days following completion of the inspection.
Depending on your bank or payment service provider, additional processing time may apply before the funds become available in your account.
13.2 Amount Refunded
Unless otherwise required by applicable law, the refund will normally include:
- the purchase price of the returned product; and
- the original standard delivery charge, where the refund results from a valid exercise of the statutory right of withdrawal.
Additional charges for optional premium delivery services selected by the customer are generally not refundable unless required by law.
13.3 Partial Refunds
Where permitted by applicable law, a partial refund may be pplied if the returned product has suffered a reduction in value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
Examples may include:
- missing accessories;
- missing mounting hardware;
- avoidable installation damage;
- cosmetic damage beyond normal inspection;
- damage resulting from inadequate return packaging.
Any such reduction will be proportionate, documented and explained to the customer.
Where available, customers may request an exchange instead of a refund.
Exchange requests are subject to product availability.
If the requested replacement product is unavailable, customers may choose one of the following options:
- a full or partial refund, where applicable;
- an alternative product of similar value;
- waiting until the requested product becomes available again.
If the replacement product has a different purchase price, any price difference will be communicated before the exchange is completed.
15. WARRANTY CLAIMS AND RETURNS
Returns made under this Policy are separate from warranty claims.
If your product develops a manufacturing defect during the applicable warranty period, the issue should be reported through our warranty process.
Warranty claims are assessed under the terms of our Warranty Policy and applicable legislation.
Where appropriate, Turbionaire may determine that a reported issue is more appropriately handled as a warranty claim rather than as a commercial return. In such cases, we will explain the applicable process and your available options.
This Return & Refund Policy primarily applies to Consumers purchasing through www.turbionaire.com.
Business Customers may request returns; however, acceptance of such returns is subject to:
- any written agreement between the parties;
- applicable legislation; and
- the specific circumstances of the order.
Nothing in this section limits any statutory rights relating to defective products or any commercial warranty expressly provided by Turbionaire.
17. DAMAGED OR INCORRECT DELIVERIES
If you receive:
- an incorrect product;
- a product that has been visibly damaged during transport; or
- a shipment with missing items,
please notify us as soon as reasonably possible and, where feasible, within 48 hours of delivery.
To help us resolve the matter quickly, we may ask you to provide:
- photographs of the outer packaging;
- photographs of the product;
- photographs of the shipping label;
- a description of the issue.
Failure to notify us within 48 hours does not affect your statutory rights, but it may reduce our ability to pursue claims against the carrier.
If you need assistance with a return, refund or exchange, please contact us:
Turbionaire Customer Support
Email: support@turbionaire.com
Website: https://turbionaire.com
For the fastest service, we recommend submitting your request through your account on turbionaire.com , or our online Returns Portal.
We may update this Return & Refund Policy from time to time to reflect:
- changes in applicable legislation;
- improvements to our services;
- changes to our products;
- operational improvements.
The latest version will always be published on www.turbionaire.com.
Changes will not affect orders placed before the revised Policy becomes effective, unless required by applicable law.
This Policy shall be governed by the laws of Romania.
However, if you are a Consumer residing in another Member State of the European Union, you also benefit from any mandatory provisions of consumer protection law applicable in your country of residence. Nothing in this Policy limits or excludes those mandatory rights.
21. ALTERNATIVE DISPUTE RESOLUTION
We are committed to resolving customer concerns fairly and efficiently.
If we are unable to resolve a complaint directly, Consumers may have the right to use alternative dispute resolution (ADR) mechanisms available under applicable law.
Information about available ADR bodies and consumer dispute resolution options can generally be obtained from the competent consumer protection authorities in your country of residence.
Nothing in this section affects your right to seek redress through the competent courts.
2. RIGHT OF WITHDRAWAL
Company: Intax Trading SRL
Brand: Turbionaire®
Website: https://turbionaire.com
1. PURPOSE
This document explains your statutory right to withdraw from a distance sales contract when purchasing products through www.turbionaire.com.
This right is granted to Consumers under applicable European consumer protection legislation and exists independently of our voluntary Return & Refund Policy.
Nothing in this document limits or replaces any mandatory statutory rights available under applicable law.
2. WHO CAN EXERCISE THIS RIGHT?
The statutory right of withdrawal applies only to Consumers purchasing products for purposes outside their trade, business, craft or profession.
Business Customers do not generally benefit from the statutory right of withdrawal unless otherwise required by law or expressly agreed by Intax Trading SRL.
3. WITHDRAWAL PERIOD
You have the right to withdraw from your purchase within 14 calendar days without giving any reason.
The withdrawal period begins:
- for a single-product order, on the day you or a person designated by you receives the product;
- for multiple products delivered separately, on the day the final product is received;
- for products delivered in several parts, on the day the last part is received.
It is sufficient to send your withdrawal notice before the withdrawal period expires.
4. HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
You may exercise your right of withdrawal by sending us a clear statement indicating your decision to withdraw from the contract.
You may do so by:
- submitting a request through our online Returns Portal;
- sending an email to support@turbionaire.com;
- using the Model Withdrawal Form included in this document.
The use of the Model Withdrawal Form is optional.
5. RETURNING THE PRODUCTS
After notifying us of your withdrawal, you should return the products without undue delay and, in any event, within the period required by applicable law.
Returned products should be packaged appropriately to prevent damage during transport.
Where reasonably possible, we recommend using the original packaging, although this is not mandatory.
6. CONDITION OF RETURNED PRODUCTS
You may inspect and handle the products only to the extent necessary to establish their nature, characteristics and functioning, in the same way that you would be permitted to do in a physical retail store.
If handling goes beyond what is necessary for that purpose and results in a reduction in the value of the product, we may reduce the amount refunded where permitted by applicable law.
Any such reduction will be proportionate and explained to you.
7. REFUNDS
Following a valid withdrawal, we will reimburse all payments due in accordance with applicable law.
Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed with you.
Where applicable law permits us to withhold reimbursement until the returned products have been received or evidence of return has been provided, we may do so.
8. COST OF RETURN
Unless otherwise agreed or required by applicable law, the customer is responsible for the direct cost of returning the products when exercising the statutory right of withdrawal.
Where Turbionaire has agreed to bear the return shipping costs or where applicable law provides otherwise, no such charge will apply.
9. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The statutory right of withdrawal may not apply in certain situations permitted by applicable law.
Examples may include:
- products made to the customer's specifications or clearly personalised;
- sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed, where permitted by law;
- other categories expressly excluded under applicable legislation.
Any such exceptions will be interpreted in accordance with applicable law.
10. RELATIONSHIP WITH OUR RETURN & REFUND POLICY
Our 30-Day Commercial Return Policy is a voluntary benefit offered in addition to your statutory rights.
Where both policies could apply, your statutory rights always remain unaffected.
11. CONTACT DETAILS
Intax Trading SRL
14B Ion Creangă Street, 075100 Otopeni, Ilfov, Romania
Email: support@turbionaire.com
Website: https://turbionaire.com
MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)
To: Intax Trading SRL
14B Ion Creangă Street, 075100 Otopeni, Ilfov, Romania
Email: support@turbionaire.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Order Number:
Ordered on:
Received on:
Customer Name:
Customer Address:
Customer Signature (only if submitted on paper):
Date: