At Pharco, we want the products ordered from pharco.ro to meet your expectations. If, for any reason, you wish to withdraw from your purchase, you are entitled to the rights provided by the legislation applicable to distance contracts.
1. Right of withdrawal
In accordance with Romanian Government Emergency Ordinance no. 34/2014, consumers have the right to withdraw from a distance contract, without having to provide a reason, within 14 calendar days.
For products ordered online, the 14-day period begins on the day when the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the products. If an order contains several products delivered separately, the withdrawal period begins on the day the last product is received.
To exercise your right of withdrawal, you may use the electronic form available on the Withdrawal from the Contract page.
After submitting the form, you will automatically receive an email confirming that your withdrawal request has been registered.
Using the electronic form does not limit the consumer’s right to submit another clear and unequivocal statement expressing their decision to withdraw from the contract before the legal deadline expires. Such a request may also be sent to support@pharco.ro and must contain sufficient information to identify the order.
2. Which products can be returned?
Products for which the right of withdrawal is exercised must be returned in accordance with the conditions established by the applicable legislation.
Food supplements and other products which, by their nature, are intended for consumption must be returned sealed, unopened and in their original packaging.
Sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed by the consumer are excluded from the right of withdrawal under Article 16(e) of Romanian Government Emergency Ordinance no. 34/2014.
Therefore, food supplements that have been unsealed after delivery cannot be accepted for return.
3. How do I return a product?
To return a product, please follow the steps below.
Step 1 – Register your withdrawal request
Access the form available at:
If you are not logged in to your customer account:
- Enter your order number and the email address used to place the order.
- You will receive an email containing a secure link that allows you to identify your order.
- Open the link and select the products for which you wish to exercise your right of withdrawal.
- Enter the information required for the refund, including the bank account holder’s name and IBAN when the refund is to be made by bank transfer.
- Confirm and submit your request.
If you are logged in to your customer account:
- Go to My Account, open the Order Withdrawal section or use the Withdraw from Order button available in your order list.
- Select one of the eligible orders.
- Choose the products you wish to return.
- Enter the information required for the refund, including the bank account holder’s name and IBAN, where applicable.
- Confirm and submit your request.
Customers who are logged in do not need to confirm their order through a secure link, as the system automatically verifies that the order belongs to their account.
After submitting the form, you will automatically receive an email confirming that your withdrawal request has been registered.
Step 2 – Prepare the products
The products must be properly packaged to prevent damage during transport.
Where possible, we recommend using the shipping packaging in which you received the products. Products eligible for return must comply with the conditions set out in this policy.
Step 3 – Send the products
Returned products must be sent to the following address:
Pharco Impex 93 SRL
23 Caius Marcius Coriolan Street
District 5, Bucharest, Romania
Postal code 050866
The direct cost of returning the products is borne by the consumer, unless Pharco has agreed to cover this cost or the applicable legislation provides otherwise.
Please do not send products with shipping charges payable by the recipient unless you have received prior express confirmation from Pharco.
4. How soon must the product be returned?
After submitting your withdrawal request, the products must be returned without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
5. Refunds
If the right of withdrawal is validly exercised, Pharco will refund the amounts received for the products covered by the withdrawal request.
If you withdraw from the entire order, the refund will also include the cost of standard delivery, where applicable. Pharco is not required to refund any additional costs resulting from the consumer’s choice of a delivery method that is more expensive than the least expensive standard delivery method offered.
The refund will be made without undue delay and no later than 14 days from the date on which Pharco is informed of the consumer’s decision to withdraw.
Pharco may withhold the refund until the returned products have been received or until the consumer provides proof that the products have been sent back, whichever occurs first.
The products will be inspected upon receipt. For sealed products that are not suitable for return for health protection or hygiene reasons, the right of withdrawal does not apply after the products have been unsealed, provided that the conditions set out in Article 16(e) of Romanian Government Emergency Ordinance no. 34/2014 are met.
Refunds are generally issued using the same payment method used for the original transaction. For orders paid for by cash on delivery, the refund will be made by bank transfer, subject to the consumer’s agreement to this refund method.
For refunds made by bank transfer, the consumer must provide the bank account holder’s name and the relevant IBAN in the withdrawal form.
Pharco will not charge the consumer any fees for processing the refund.
6. Return shipping costs
When exercising the right of withdrawal, the direct cost of returning the products is borne by the consumer, except where Pharco has expressly agreed to cover this cost or where the product was delivered incorrectly or is non-compliant.
No processing, handling or restocking fees are charged for exercising the statutory right of withdrawal.
7. Damaged, incorrect or non-compliant products
If you have received:
- A product damaged during transport;
- A product different from the one ordered;
- A product whose packaging or seal was damaged upon delivery;
- A product with a conformity issue;
please contact us as soon as possible at support@pharco.ro, stating your order number and, where possible, attaching photographs of the product and its packaging.
These situations are not treated as returns resulting from a change of mind and will be handled in accordance with the applicable statutory rights concerning product conformity.
8. Unsealed products
For health protection and hygiene reasons, sealed products that have been unsealed after delivery cannot be returned where the exception provided for in Article 16(e) of Romanian Government Emergency Ordinance no. 34/2014 applies.
This provision applies only where the legal conditions for exclusion from the right of withdrawal are met.
9. Product exchanges
Pharco does not automatically offer direct product exchanges.
If you would like a different product, you may return the original product in accordance with this policy, provided that it is eligible for return, and place a new order for the desired product.
10. Contact
For any questions regarding the return of an order:
Pharco Impex 93 SRL
Email: office@pharco.ro
Telephone: 021-311.32.19
Return address: 23 Caius Marcius Coriolan Street, District 5, Bucharest, Romania, 050866
