Romania · RO
Returns, withdrawal and complaints for Romania (2026)
Romanian-market documents should clearly separate withdrawal from voluntary returns and complaints for defective goods. For distance sales, consumers generally have a 14-day withdrawal right, but the procedure, exceptions, return costs, refund timing and complaint handling need to be explained clearly.
Withdrawal and complaints are different
Withdrawal is a statutory consumer right in distance sales. Complaints concern defective or non-conforming goods. A voluntary return policy is a separate commercial benefit.
The documents should keep these rights separate to avoid confusion and wrong deadlines.
14 days and exceptions
Romanian rules implementing the consumer-rights directive generally provide a 14-day withdrawal period for distance contracts. Exceptions must be precise and based on law.
Complaint handling
The complaint procedure should explain how customers report a defect, what information is needed and how the shop responds.
How ecommerce.legal helps
ecommerce.legal generates returns and complaint rules for Romania based on products, delivery, return costs and customer support flow.
Frequently asked questions
Do Romanian consumers have 14 days to withdraw?
As a rule, yes for distance sales, subject to legal exceptions and correct information.
Is a complaint the same as withdrawal?
No. Withdrawal cancels the contract within the withdrawal period, while complaints concern defective or non-conforming goods.
Should ANPC be mentioned?
It is useful to provide clear information about the consumer-protection authority and the seller's complaint process.