For consumer purchases from Hamster.md, operated by SRL “Nacu Trade”, IDNO 1023600061779. Withdrawal from an online purchase and the handling of defective products follow different rules.
Updated:1. Time limits and notification
For distance contracts, you may notify us of your withdrawal without giving a reason within 14 days of receiving the goods. Special statutory rules apply to separate deliveries. Send or hand over the goods no later than 14 days after notifying us.
Send your decision to withdraw by email to hamsster@yahoo.com or in writing to the return address below, identifying the order or providing other details that identify the purchase. You do not have to use a specific form. For assistance, call 022 927 575.
2. Where to return goods
Hamster warehouse: 6 Transnistria Street, Chișinău, Republic of Moldova. Contact us to arrange handover or collection; making these arrangements is not a condition for giving notice of withdrawal on time.
3. Who pays for transport
For defective, non-conforming or incorrectly delivered goods, Hamster covers the costs necessary to resolve the issue, including transport costs for which it is responsible under the law.
For conforming goods returned because you changed your mind, you pay the direct return costs if you were informed before purchase. No administration, handling or storage fees are charged for returns.
For bulky goods, the cost is calculated individually according to weight and communicated before the distance contract is concluded. Costs not disclosed beforehand will not be imposed on the customer contrary to the law.
4. Condition of goods and exceptions
Pack the product suitably for transport and include the accessories received. Opening the packaging alone does not cancel the right of withdrawal. Handling beyond what is necessary to inspect the goods may result in liability for diminished value, as provided by law.
Statutory exceptions apply, including genuinely personalised goods and certain sealed hygiene or health-protection products once unsealed. A product ordered from a supplier for a customer does not automatically become personalised.
5. Refunds
We refund the amounts due, including applicable standard delivery costs, without undue delay and within a maximum of 14 days of notification, in the same currency and using the same payment method. A different method requires the customer’s express agreement and must not incur any additional cost for them. The supplement for premium delivery expressly chosen by the customer is not refunded.
If we have not undertaken to collect the goods, the refund may be withheld until we receive the goods or proof that they have been sent back, whichever occurs first. For partial withdrawal from an order containing several goods, the arrangements are agreed with Hamster.
6. Defective or non-conforming goods
Rights to repair, replacement, a price reduction or a refund apply as provided by law and do not end when the 14-day withdrawal period expires. This policy does not limit the consumer’s mandatory rights.
