Returns & Warranty Policy

Last updated: June 2026 — Applicable to all orders placed on motiva-windowfilms.com

1. No right of withdrawal

In accordance with EU Directive 2011/83/EU on Consumer Rights and Romanian transposition law OUG 34/2014, the 14-day cooling-off period and right of withdrawal apply exclusively to consumer contracts (B2C). They do not apply to contracts concluded between two commercial entities (B2B).

By registering on this platform and placing an order, you confirm that you are acting in a professional commercial capacity, not as an individual consumer. Accordingly:

• Returns based solely on change of mind are not accepted.
• Cancellation of confirmed orders is not possible once the order has entered processing.
• Ordering errors (wrong quantity, wrong product) are the responsibility of the buyer.

2. Accepted returns — defects & non-conformity

We accept returns only in cases of product defect or non-conformity as defined under OUG 140/2021 (Romanian implementation of EU Directive 2019/771 on the sale of goods). A product is considered non-conforming if it:

• Does not match the description, specifications, or samples provided on this platform;
• Is not fit for the purpose for which goods of that type are normally used;
• Has manufacturing defects that are not caused by improper installation, storage, or use;
• Was delivered damaged, visibly incomplete, or in incorrect quantity.

Defects caused by the following are explicitly excluded: improper installation, exposure to incompatible chemicals, mechanical damage after delivery, incorrect surface preparation, storage outside recommended conditions, or normal wear and tear.

3. Warranty period

Products sold on this platform benefit from the following warranty coverage:

Note: EU minimum legal guarantee of 2 years applies to B2C contracts. For B2B contracts, warranty terms are as agreed between the parties or as specified above. Manufacturer warranties, where applicable, are passed through to the buyer.

4. Return procedure

To initiate a warranty claim or return, the following procedure must be followed:

1. Notify us within 5 working days of receiving the goods. Contact us at office@motiva-windowfilms.com with your order number, a description of the defect, and photographic evidence.
2. Await return authorisation (RMA). Do not return goods without prior written authorisation. Unauthorised returns will not be accepted and may be returned at the buyer's expense.
3. Return the goods in original packaging (or equivalent protective packaging) to the address indicated in the RMA confirmation. Goods must be in unused or minimally used condition, clearly showing the reported defect.
4. Assessment. Upon receipt, we will inspect the returned goods within 10 working days and notify you of the outcome.

5. Remedies available

If a valid defect or non-conformity is confirmed, we will offer one of the following remedies, at our discretion:

• Replacement — we will send an equivalent replacement product at no cost;
• Credit note — a credit applicable to future orders;
• Partial or full refund — in cases where replacement is not possible within a reasonable timeframe.

The cost of return shipping for confirmed defective goods is borne by Motiva Network SRL. For claims not confirmed as defective, return shipping costs are the buyer's responsibility.

6. Damaged in transit

Goods are inspected and packed carefully before dispatch. In case of damage during transport:

• Note the damage on the carrier's delivery receipt at the time of delivery. Failure to do so may limit your ability to make a claim.
• Take photographs of the outer packaging and damaged goods immediately.
• Notify us within 24 hours of delivery at office@motiva-windowfilms.com.

7. Exclusions

The following are explicitly excluded from warranty coverage and return eligibility:

• Products that have been cut, modified, or partially used (unless the defect was present from the outset and confirmed prior to use);
• Products installed on surfaces not meeting the manufacturer's preparation requirements;
• Colour or shade variations within industry-accepted tolerances;
• Products stored improperly (temperature, humidity, direct sunlight) after delivery;
• Damage caused by improper application tools or techniques;
• Products for which the warranty period has expired.

8. Governing law & disputes

This policy is governed by Romanian law and applicable EU regulations. In case of dispute, the parties agree to attempt resolution through good-faith negotiation before resorting to formal proceedings. Disputes shall be subject to the jurisdiction of the courts in Constanța, Romania, or, for international matters, as agreed in writing between the parties.