Warranty and complaints

Updated: 30.09.2026

Legal guarantee of conformity

All products sold to consumers on bagstodoor.ro are covered by the legal guarantee of conformity under Romanian Government Emergency Ordinance (OUG) no. 140/2021 on certain aspects of contracts for the sale of goods, which transposes Directive (EU) 2019/771. We are liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years of delivery.

A product is in conformity if, among other things, it:

• matches the description, dimensions, quantity, material and other characteristics on the product page;
• is fit for the purposes for which products of the same type are normally used;
• is delivered with the accessories and information stated on the product page.

For any lack of conformity that becomes apparent within 1 year of delivery, the law presumes that it existed at the time of delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the product or of the lack of conformity.

What is not a lack of conformity

• normal wear of single-use or consumable products after use;
• damage caused by use beyond the stated limits (for example overloading a bag beyond its stated capacity, exposure to temperatures the product is not intended for, contact with substances for which the material is not suitable);
• improper storage after delivery (for example films or bags kept in direct sunlight when the product is not UV stabilised);
• differences in shade between the photo and the product that are within the technical description;
• dimensional and thickness variations within the tolerances stated in the product's technical data sheet.

How to report a problem

Please inform us within 2 months of the date on which you noticed the lack of conformity. The sooner you write, the easier it is for us to check the production batch.

Send an email to [email protected] with:

1. the order or invoice number;
2. the product and the quantity affected;
3. a short description of the problem;
4. photos of the product, of the label on the packaging (if there is a batch code) and, for damaged parcels, of the outer packaging;
5. the remedy you prefer.

We will acknowledge your complaint and tell you the next steps. If we need to see the product, we will tell you how to send it; where there is a lack of conformity, we bear the shipping cost.

Parcels damaged or incomplete on delivery

Check the parcel on receipt, in the presence of the courier if possible. If the outer packaging is visibly damaged, ask for a damage report to be drawn up or note the problem on the delivery document. If you later notice missing products or damage, let us know as soon as possible at [email protected], with photos. For consumers, not completing these formalities does not remove their statutory rights.

Remedies

Under OUG no. 140/2021, in case of a lack of conformity you are entitled:

1. to have the product brought into conformity, by replacement (for products in our range, the usual remedy is replacement with conforming products) or, where applicable, by repair;
2. if bringing the product into conformity is impossible, has not been done within a reasonable time, or the lack of conformity is serious, to a proportionate price reduction or to terminate the contract and receive a refund of the price.

Bringing the product into conformity is free of charge and is done within a reasonable period that may not exceed 15 calendar days from the moment you informed us of the lack of conformity, except where the nature of the product or the complexity of the case justifies a longer period, of which we will inform you. If the contract is terminated, the refund is made within 14 days of the date we were informed of your decision.

Business customers

For customers buying for professional purposes, the inspection rules and liability limitations in section 12 of the Terms and conditions apply. Quantity shortfalls or apparent defects must be notified in writing within 2 working days of delivery. For large lots, we recommend keeping the pallet or box label, which helps us identify the production batch.

If you are not satisfied with our answer

Consumers may contact:

• the Romanian National Authority for Consumer Protection (ANPC): https://anpc.ro;
• alternative dispute resolution (ADR) entities: https://anpc.ro/ce-este-sal/;
• the competent courts.

Contact details

ELECTRIC S.R.L. (Bags to Door), B-dul București nr. 16A, Focșani, Vrancea County, Romania. Email: [email protected]. Shop phone: +40 730 524 129. Hours: Monday-Friday, 08:00-16:30.