Complaints Policy

Version in force as of the date of publication on the Site.

1. Our commitment

EDK CONCEPT SRL (Str. Duiliu Marcu no. 50, Cisnădie, Sibiu County, 555300, Romania, VAT RO39283859, Trade Register no. J2018000630329) is committed to resolving any dissatisfaction relating to the products ordered on www.edk.ro or to our services promptly, fairly and amicably. This policy describes how complaints are submitted and resolved and is supplemented by the Site’s Terms and Conditions.

2. What may be the subject of a complaint

non-conforming, defective or transport-damaged products;
claims under the legal guarantee of conformity or the manufacturer’s commercial warranty;
discrepancies between the delivered product and the order placed;
delivery delays or transport-related issues;
matters relating to invoicing, payment or refunds;
the quality of EDK’s communication or services;
the exercise of personal data rights (handled in accordance with the Privacy Policy).

3. How to submit a complaint

Complaints may be submitted through any of the following channels:

E-mail (recommended): contact@edk.ro
Phone: +40 732 855 227 / +40 785 335 335, Monday–Friday, 08:00–17:00 EET (for telephone complaints requiring analysis, we will also ask for a written submission, for record-keeping and proper resolution)
Post: EDK CONCEPT SRL, Str. Duiliu Marcu no. 50, Cisnădie, Sibiu County, 555300, Romania

For the fastest possible resolution, please include:

your full name and contact details;
the order number and/or invoice number;
a clear description of the issue;
relevant photographs or video recordings (mandatory for transport-damaged or defective products);
the remedy you consider appropriate (repair, replacement, price reduction, refund, etc.).

Important - products damaged in transport: check the parcel in the courier’s presence; visible damage must be recorded in the transport documents or in a report drawn up with the courier, and the claim must be sent to EDK within a maximum of 24 hours from delivery, with photographs of the parcel and the product. Following this procedure significantly speeds up resolution.

4. Resolution timeframes

Acknowledgement of receipt of the complaint: within a maximum of 2 business days from receipt;
Response with the proposed remedy: within a maximum of 15 calendar days from receipt of the complete complaint (with all necessary information and documents); we aim to resolve most complaints within 3–5 business days;
for cases requiring the manufacturer’s technical assessment (frequent for warranty claims on technical products), we will inform you of this and of the estimated timeframe, keeping you updated on progress; the remedy is carried out within a reasonable time, without significant inconvenience to the consumer, in accordance with GEO no. 140/2021;
approved refunds are made within a maximum of 14 calendar days from approval, via the same payment method used for the purchase, unless we agree otherwise.

5. Possible remedies

Depending on the nature of the complaint and the applicable legal provisions, remedies may include: repair of the product, replacement of the product, a proportionate price reduction, return of the product with a refund of the amounts paid, redelivery, compensation of justified transport costs, or other measures agreed with you. For non-conformities covered by the legal guarantee, remedies are granted in the order and under the conditions provided for in GEO no. 140/2021, at no cost to the consumer.

6. If you are not satisfied with the outcome

If our response does not satisfy you, as a consumer you have the following options:

a) Alternative dispute resolution (ADR/SAL) - a free or low-cost mechanism operated by the Alternative Dispute Resolution Directorate within the Romanian National Authority for Consumer Protection (ANPC):

https://anpc.ro/ce-este-sal/
Bd. Aviatorilor no. 72, district 1, Bucharest, Romania

b) Filing a report with ANPC - the Romanian National Authority for Consumer Protection:

online: https://anpc.ro
consumer hotline (Romania): 021 9551

c) Courts of law - you may at any time bring proceedings before the competent courts, in accordance with the law.

For legal-entity clients, any disputes not resolved amicably fall within the jurisdiction of the courts at the registered office of EDK CONCEPT SRL, in accordance with the Terms and Conditions.

7. Complaint records

EDK keeps records of complaints received and of how they were resolved for a period of 3 years, for the purpose of improving its services and defending the rights of the parties, in compliance with the Privacy Policy.

EDK CONCEPT SRL Str. Duiliu Marcu no. 50, Cisnădie, Sibiu County, 555300, Romania VAT: RO39283859 | Trade Register no.: J2018000630329 E-mail: contact@edk.ro | Phone: +40 732 855 227 / +40 785 335 335