1. General information
This policy applies to purchases made through the online store on congruent.ong/en, operated by Congruent Association — both physical products and digital products. It describes the conditions under which you may return a product and receive your money back.
Donations are not product purchases and are treated separately in section 7.
2. Right of withdrawal — 14 days
If you are a consumer, you have the right to withdraw from the contract, without giving any reason, within 14 calendar days. The period starts from the day on which you, or a person indicated by you other than the carrier, take physical possession of the products. This right is provided by Government Emergency Ordinance no. 34/2014 on consumer rights.
If you ordered several products in a single order and they are delivered separately, the period starts from the day you receive the last product.
3. When the right of withdrawal does not apply
According to the law, the right of withdrawal does not apply, among others, to:
- products made according to your specifications or personalized products;
- sealed products that cannot be returned for reasons of hygiene or health protection, if they have been unsealed after delivery;
- products that deteriorate or expire rapidly;
- digital content delivered otherwise than on a tangible medium — download or online access — if delivery has begun with your prior express consent and with your confirmation that you thereby lose your right of withdrawal.
If your product falls into one of these categories, we will inform you before the order is completed. For digital products, we explicitly request this consent before giving you access to the download.
4. How to exercise your right of withdrawal
You inform us of your decision through an unequivocal statement before the 14-day period expires. You may use the withdrawal form template below or any other clear statement, sent to info@congruent.ong/en.
You only need to send the notification before the deadline expires; the product is returned afterward, under the conditions described in section 5.
Withdrawal form template
To Congruent Association, Str. Simion Bărnuțiu no. 22, ap. 11B, Oradea, info@congruent.ong/en: I hereby notify you of my withdrawal from the sales contract for the following products:
. Ordered on [...] / received on [...]. Consumer’s name: [...] Consumer’s address: [...] Date: [...]
5. Returning the products
After you have informed us of your withdrawal, return the products within a maximum of 14 days from the date of notification.
- Return address: Congruent Association, Str. Simion Bărnuțiu no. 22, ap. 11B, Oradea.
- The products must be returned in the condition in which you received them, complete and, as far as possible, with the original packaging.
- The direct cost of return shipping is borne by the client, unless we have agreed otherwise.
You are only responsible for any diminished value of the products resulting from unnecessary handling, beyond what is needed to verify their characteristics and functioning.
6. Refund
We will refund the amounts received from you, including the cost of standard delivery, without undue delay and no later than 14 days from the date on which we were informed of your decision to withdraw.
- The refund will be made using the same payment method you used for the purchase, unless we agree otherwise; we do not charge you any fees for the refund.
- We may postpone the refund until we receive the products back or until you provide proof that you have shipped them, whichever occurs first.
- If you chose a delivery method more expensive than standard delivery, the additional cost will not be refunded.
7. Non-conforming or damaged products
If the product arrives defective, damaged during transport, or does not match the order, notify us at info@congruent.ong/en and we will replace it or refund its value, at no additional cost to you.
This is separate from the right of withdrawal and relates to the legal guarantee of conformity provided by Government Emergency Ordinance no. 140/2021.
8. Donations
Donations to Congruent Association are voluntary and, as a rule, non-refundable, as they do not represent purchases of products or services.
If a processing error occurred — for example, a duplicate payment or an incorrect amount — write to us at info@congruent.ong/en within a reasonable period of time and we will correct the situation.
9. Dispute resolution
We hope to resolve any dissatisfaction directly and amicably. Please write to us first at info@congruent.ong/en.
If we do not reach a solution, you may contact the National Authority for Consumer Protection — ANPC, anpc.ro — or use the alternative dispute resolution procedure — SAL — through ANPC: anpc.ro/ce-este-sal.
For cross-border disputes, you may contact the European Consumer Centre Romania — eccromania.ro.
10. Contact
Congruent Association Str. Simion Bărnuțiu no. 22, ap. 11B, Oradea Email: info@congruent.ong/en Phone: 0772 219 719