Return and Refund Policy

1. Applicability

This Return and Refund Policy applies exclusively to consumers — natural persons as defined by Art. 2(2) of Romanian Government Emergency Ordinance 34/2014 (OUG 34/2014) on consumer rights in contracts with professionals. B2B clients (legal entities) do not benefit from the right of withdrawal regulated by OUG 34/2014 and are governed by the B2B Commercial Terms.

MediaDesign services to which this policy may apply include: web design, web development, SEO, digital marketing, social media management, maintenance, digital consultancy and digital resources (templates, reports, downloadable materials).

2. Right of withdrawal — 14 days

Under Art. 9 of OUG 34/2014, which transposes Directive 2011/83/EU on consumer rights, the consumer has the right to withdraw from a distance contract or off-premises contract without giving any reason and without incurring any costs other than those provided by law, within 14 calendar days.

The 14-day period is calculated as follows:

• for service contracts: from the day the contract is concluded;
• for digital content not supplied on a tangible medium (downloadable files, platform access): from the day the order is confirmed;
• for physical goods (printed promotional materials physically delivered, where applicable): from the day the consumer receives the goods.

3. How to exercise the right of withdrawal

To exercise your right of withdrawal, you must notify us by means of an unequivocal written statement of your decision to withdraw from the contract. You may use the standard form set out in Annex I(B) of OUG 34/2014, reproduced below:

Withdrawal form (pursuant to Annex I(B), OUG 34/2014)

To: MEDIA DESIGN S.R.L., Str. Lt. Col. Pretorian Nr. 3, Bl. N116, Sc. A, Ap. 7, Zalău, Sălaj county, postal code 450131, Romania / contact@mediadesignro.ro

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the provision of the following service (*) / relating to the following goods (*):

— Service / goods: ____________________________________

— Ordered on (*) / received on (*): ____________________

— Name of consumer(s): ________________________________

— Address of consumer(s): _____________________________

— Signature of consumer(s) :

— Date: ____________

(*) Delete as appropriate.

Send the form or withdrawal statement by:

• Email: contact@mediadesignro.ro with the subject "Contract withdrawal — ";
• Postal mail: to our registered office address above, by registered letter with acknowledgement of receipt.

We will confirm receipt of your notification on a durable medium (email), without undue delay.

4. The 14-day period — details

The withdrawal period is met if your withdrawal statement is sent before the 14-day period expires. The period is automatically extended by 12 months from the expiry of the initial period if MediaDesign has not informed you of the right of withdrawal in accordance with Art. 10 of OUG 34/2014. Once compliant information is provided, the period restarts as 14 days from the date you receive it.

5. Exceptions to the right of withdrawal (Art. 16 OUG 34/2014)

The right of withdrawal does not apply to:

• Art. 16(a) — service contracts fully performed, where performance began with the consumer's prior express consent and acknowledgement of the right of withdrawal;
• Art. 16(m) — digital content not supplied on a tangible medium (downloadable templates, SEO reports, digital materials, platform access) where performance began with the consumer's prior express consent and acknowledgement of loss of the right of withdrawal;
• Art. 16(c) — goods or services made to the consumer's specifications or clearly personalised (specific visual identity design, bespoke code, launched marketing campaigns);
• Subscriptions after first use — subscription services where the consumer has accessed features in the current period.

6. Reimbursement of payments (Art. 13 OUG 34/2014)

Where the right of withdrawal is validly exercised, MediaDesign will reimburse all payments received, including delivery costs (where applicable), without any cost to the consumer, within a maximum of 14 calendar days from the date on which we received the withdrawal notification.

7. Refund procedure

Reimbursement is made using the same means of payment as the initial transaction, unless you have expressly agreed otherwise. Indicative processing timelines:

• Bank card: 3–10 business days (depending on the payment processor and issuing bank);
• Bank transfer: 1–3 business days;
• Other means: per the rules of the respective processor.

8. Cost of returning physical goods

If the withdrawal involves the return of physical goods (printed promotional materials, etc.) and you have not been informed otherwise, the cost of return is borne by the consumer. Goods must be returned or handed over without undue delay and in any case within 14 calendar days of notifying the withdrawal.

9. ADR/ODR and redress

If you have a consumer complaint that could not be resolved directly with MediaDesign, you may contact:

• ANPC (Romanian National Authority for Consumer Protection): www.anpc.gov.ro, Tel. 021 9551;
• ODR Platform (EU Online Dispute Resolution, Regulation 524/2013): ec.europa.eu/consumers/odr;
• Competent courts: the court at the consumer's domicile or at MediaDesign's registered office (Zalău, Sălaj county, Romania).

10. Contact

• Email: contact@mediadesignro.ro
• Phone: +40 744 933 131
• Postal mail: MEDIA DESIGN S.R.L., Str. Lt. Col. Pretorian Nr. 3, Bl. N116, Sc. A, Ap. 7, Zalău, Sălaj county, postal code 450131, Romania

Last updated: 1 June 2026.