Returns Policy

Return Policy

Returns are accepted in accordance with the provisions of Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals.

The website www.motiva.ro/b2b is dedicated to professionals and excludes sales to consumers. However, in certain situations where a sale is made to a consumer (individual), they have the right of withdrawal only for products sold by the piece or for purchases of full rolls, uncut to a specific length.

Products ordered online may be returned within 14 calendar days from the date of receipt, without the need to justify the decision and without any additional costs beyond those provided under art. 13 para. (3) and art. 14 of G.E.O. no. 34/2014.

How to initiate a return

Access the return link from your order confirmation email or fill in the online form:
https://www.motiva.ro/b2b/index.php?route=account/return/add

When completing the form, you will provide your IBAN account details for the refund or specify the replacement product you wish to receive. Refunds are issued by bank transfer within a maximum of 14 calendar days from the approval of the return.

Products must be shipped together with the fiscal invoice, via a courier company (returns through post offices are not accepted), within a maximum of 14 days from notifying us of the return. Return shipping costs are borne by the buyer.

Acceptance conditions

The returned product must be in the same condition as it was delivered. Returns are accepted only if all of the following conditions are met:

  • Original packaging intact (box, tube), original labels present, warranty certificates and all accessories included at delivery.
  • Materials (films, self-adhesive vinyls) must be wrapped in stretch film and packed in tube boxes to prevent damage during transport.
  • If you purchased multiple identical products and wish to return all of them, make sure only one has been unsealed — the rest are accepted only if still sealed.

In accordance with art. 14 para. 3 of G.E.O. 34/2014, the consumer is liable only for any diminishment in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Products that cannot be returned

There is no right of withdrawal (pursuant to art. 16 of G.E.O. 34/2014) for:

  • Products made to order, according to the buyer's specifications (special orders).
  • Films/self-adhesive vinyls cut to a length requested by the client (other than a full roll).
  • Sealed products that cannot be returned for health protection or hygiene reasons, if the seal has been broken.
  • Gift cards.

Returns will not be accepted for products showing signs of wear, scratches, impacts, mechanical or electrical shocks, stains, creases, folds, detached liner, unauthorised modifications, or products that have already been applied or installed.

If the returned products do not meet the conditions above, the return will not be accepted or only a partial refund will be issued.

Contact

Motiva Network SRL
5 Nicolae Teclu Street, Sector 3, Bucharest, Romania
Phone: 0770 960 732
Email: motiva.ro@gmail.com