Refund policy

Return and Refund Policy

1. Right of withdrawal – 14 days

Under Romanian Government Emergency Ordinance no. 34/2014 (transposing EU Directive 2011/83/EU), consumers have the right to withdraw from the contract without giving any reason within 14 calendar days of receiving the product. The right of withdrawal does not apply to purchases made by companies or sole traders for professional purposes.

2. Conditions for accepting a return

  • The product must be unused, not mounted, in its intact original packaging, with all accessories and documents.
  • Products showing wear, clamping/tightening marks from a machine spindle, paint or welding are not accepted.

3. Products excluded from returns

  • Products made or modified to the customer's specifications (modified bore, custom profile, special orders) – in accordance with art. 16(c) of GEO no. 34/2014.
  • Tools that have been put into service.

4. How to return a product

  1. Notify us at office@solgrat.com or +40 756 733 343, stating your order number.
  2. Ship the product by courier to: Str. Morii 6, Depozit 3A, Pătrăuți, Suceava County, 727420, Romania.
  3. Return shipping costs are borne by the customer. We do not accept cash-on-delivery parcels.

5. Refunds

We refund the price of the products and the standard initial delivery cost within 14 days of the date you informed us of your withdrawal. We may withhold the refund until we have received the product back or you have supplied proof of having sent it. Refunds are made using the same payment method used for the order; for cash-on-delivery orders, by bank transfer to the IBAN account provided by the invoice holder.

6. Damaged or incorrect products

Check the parcel on delivery, in the courier's presence. If the packaging is damaged, ask for a damage report to be drawn up. If the product is defective or not the one ordered, contact us immediately – in this case we bear the return costs.

7. Exchanges

For a different model or size, we send the new product once we have received and checked the returned one. The shipping cost for an exchange (both ways) is 58 RON.

8. Guarantee

The right of withdrawal does not affect the legal guarantee of conformity of at least 2 years. Details on the Legal guarantee page.