Document updated: September 2026.
Delivery, Returns & Guarantees
This page provides information about order processing, delivery, shipping, the right of withdrawal, returns, fragile products, the legal guarantee of conformity and recommendations for the use of products ordered online.
Information concerning the right of withdrawal and the legal guarantee of conformity applies to consumers in accordance with applicable legislation. Different contractual conditions may apply to orders placed by legal entities or for professional or business purposes.
Order processing
Orders are processed as quickly as possible, in the order in which they are received and subject to product availability.
After placing an order, the customer may receive an automatic confirmation message. This message confirms that the order has been registered in our system but does not constitute final acceptance of the order. An order is considered confirmed after product availability and delivery details have been checked and, where necessary, after confirmation by email or other appropriate means.
If a product is unavailable, there is a stock discrepancy, or relevant delivery conditions change, we will contact the customer to clarify or update the order.
Delivery and shipping
Products are delivered by courier or by another delivery method available for the respective order to the address provided by the customer.
Displayed or communicated delivery times are estimates unless a specific delivery deadline has been expressly agreed. Delivery times may vary depending on product availability, order volumes, destination, the carrier's operations and circumstances outside the seller's control.
Shipping costs are displayed or communicated before the order is completed and may vary according to the weight and volume of the parcel, number of packages, destination, payment method, additional services and carrier conditions.
Where possible, we recommend grouping products into a single order to simplify processing and optimise shipping costs.
Personal collection in Oradea
Personal collection in Oradea may be available for certain orders.
Collection is possible only after the order has been confirmed and the customer has been informed that the products are ready for collection.
Additional shipping costs
Additional charges may apply to deliveries outside the carrier's standard service area and to bulky, heavy or fragile parcels or shipments requiring special transport conditions.
Where these costs cannot be calculated automatically before the order is placed, the customer will be informed before dispatch and, where necessary, asked to approve the additional charge.
Fragile products
Some of the products we sell are fragile, including glasses, bottles, glassware, crystal products and other items sensitive to mechanical impact.
Fragile products are carefully packed and, where necessary, provided with additional protection for transport. As courier delivery involves handling by third parties, we recommend checking the parcel upon delivery.
Certain fragile products may require additional packaging, transport or insurance costs where necessary. Such costs will be communicated in accordance with the conditions applicable to the order.
Checking the parcel upon delivery
We recommend checking the parcel upon delivery, particularly when it contains fragile products.
If the packaging shows visible damage, impact marks, tears or moisture, or there are indications that the contents may have been damaged, we recommend requesting a damage report from the courier where this service is available.
If a product has been damaged during transport, please send us as soon as possible:
- the order number;
- clear photographs of the outer packaging;
- photographs of the damaged product;
- photographs of the protective materials inside the parcel;
- the carrier's damage report, if one was issued.
To enable a transport claim to be handled quickly, we recommend sending this information on the same day or as soon as reasonably possible after discovering the damage. This recommendation does not limit the consumer's statutory rights.
Products damaged during transport
If a product arrives damaged during transport, we will assess the situation based on the available information and applicable legislation.
Depending on the circumstances and the customer's applicable rights, the solution may include replacement, an appropriate refund, another remedy provided by law or another solution agreed with the customer.
Consumer right of withdrawal
Consumers have the right, subject to the conditions provided by law, to withdraw from a distance contract within 14 calendar days without having to give a reason.
For contracts for the sale of goods, the withdrawal period generally starts on the day on which the consumer or a third party indicated by the consumer, other than the carrier, acquires physical possession of the goods, in accordance with the applicable legal rules.
To exercise the right of withdrawal, the consumer must inform the trader of the decision to withdraw by means of an unequivocal statement within the statutory period. The statement may be sent to office@pentrubar.ro, preferably including the order number and the products concerned.
Refusal or failure to collect a parcel
Refusing a parcel upon delivery or failing to collect it from the courier does not, by itself, constitute exercise of the statutory right of withdrawal where the consumer has not communicated an unequivocal decision to withdraw from the contract.
If a parcel dispatched in accordance with the order is refused or not collected and is returned to the sender by the carrier, the shipment will be recorded as a refused or unsuccessful delivery, as applicable.
If the customer subsequently requests redelivery of the same order or delivery of a new order, VIP HORECA Trading SRL reserves the right to make the new shipment conditional upon advance payment of the actual and justifiable costs generated by the previous unsuccessful delivery and return of the parcel, insofar as those costs are attributable to the customer, together with the cost of the new delivery.
Before a new shipment is made, the customer will be informed of the amount payable and the available payment method. The new shipment may be dispatched after payment has been confirmed.
These provisions do not limit the consumer's statutory rights and do not apply where refusal or failure to receive the parcel results from non-conformity, an error attributable to the seller, damage to the parcel or other circumstances for which the consumer is not responsible.
The direct cost of returning goods when exercising the right of withdrawal is borne by the consumer unless VIP HORECA Trading SRL agrees to bear that cost or applicable law provides otherwise.
Returning products
After communicating the decision to withdraw, the products must be returned without undue delay and within the period provided by applicable legislation.
Returns should be sent to:
VIP HORECA Trading SRL
Str. Independenței nr. 7-9
Oradea, Bihor County
Romania
The consumer may inspect the product to establish its nature, characteristics and functioning in a manner similar to what would reasonably be possible in a physical shop.
The consumer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product, in accordance with applicable law.
Where possible, we recommend returning the product with its original packaging, accessories, documents and protective materials. The absence of the original packaging does not automatically cancel the right of withdrawal.
If the original packaging is no longer available, the product must be suitably packed for transport so that it is protected against damage.
For fragile products, appropriate protective packaging should be used.
If the consumer arranges and pays for the return, they may use a carrier of their choice. If the return shipment is organised by us or at our expense, we will communicate the delivery method to be used.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in cases expressly provided for by law.
Depending on the nature of the product and the circumstances, these may include goods made to the consumer's specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
The applicability of an exception will be assessed according to the nature of the product and applicable legislation. The fact that a product was ordered online or specially ordered does not, by itself, remove the consumer's statutory right of withdrawal.
Refunds following withdrawal
Where the right of withdrawal is validly exercised, we will refund the amounts received from the consumer, including, where applicable, the cost of standard delivery, within the period and under the conditions established by applicable legislation.
If the consumer expressly selected a delivery method more expensive than the standard delivery option offered, the additional cost of the more expensive delivery method need not be refunded to the extent permitted by law.
The direct cost of returning the goods is generally borne by the consumer unless applicable law or the conditions communicated before the order provide otherwise.
Refunds are made using the same means of payment used for the original transaction unless the consumer expressly agrees to another method and does not incur any fees as a result.
For contracts for the sale of goods, reimbursement may be withheld until the returned goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first, in accordance with applicable law.
Legal guarantee of conformity
Consumers benefit from the legal guarantee of conformity for purchased goods in accordance with applicable legislation.
In the event of non-conformity, consumers are entitled to the remedies provided by law. Depending on the applicable legal conditions, these may include bringing the goods into conformity by repair or replacement, a proportionate reduction in price or termination of the contract.
Repair or replacement, where applicable, is carried out free of charge, within a reasonable period and without significant inconvenience to the consumer, under the conditions provided by law.
The legal guarantee of conformity must not be confused with any additional commercial guarantee offered by the manufacturer or seller. A commercial guarantee does not limit the consumer's statutory rights.
For further information, please consult the Consumer Rights page available on the website.
Damage not attributable to the seller
Statutory conformity rights apply to non-conformities for which the seller is responsible under applicable law.
Damage occurring after delivery solely as a result of improper use, accidents, impacts, mechanical or thermal shock, incompatible substances, unauthorised modifications, normal wear and tear or failure to follow applicable instructions does not, by itself, constitute non-conformity for which the seller is responsible.
Each case is assessed according to the nature of the product, the cause of the damage and applicable legislation.
Recommendations for metal and plastic products
Metal and plastic products should be maintained according to any specific instructions supplied with the product.
Where no special instructions apply, we recommend lukewarm water and a mild liquid detergent. Abrasive or powdered cleaning products may damage or scratch certain surfaces.
After washing, metal products may be dried with a soft cloth to reduce water marks or oxidation, depending on the material.
Recommendations for glass and crystal products
Glass and crystal products should be handled carefully and used for their intended purpose.
Follow the manufacturer's cleaning instructions where provided. In the absence of specific instructions, lukewarm water, mild liquid detergent and non-abrasive cleaning materials are recommended.
Avoid impacts, thermal shock and sudden changes in temperature that may damage or break the product.
Flair bartending bottles and shakers
Products intended for flair bartending exercises are designed for specific training and handling, but their use may involve impact with the floor or other surfaces.
We recommend using them in appropriate areas and, where possible, on protected surfaces suitable for training.
Damage caused by impact, throwing, dropping or improper use does not, by itself, constitute a manufacturing defect or non-conformity existing at the relevant time under applicable law.
Product safety
Products must be used for their intended purpose and in accordance with applicable instructions and warnings.
Glassware, fragile products, sharp objects, metal accessories, electrical equipment and small products or components should be stored and used in a manner that avoids foreseeable risks, including inappropriate access by children to products not intended for them.
Packaging and separate collection
We recommend separating packaging waste and disposing of it in accordance with the local rules applicable to the relevant type of material.
Any collection or recycling markings and instructions appearing on the packaging should be followed where present. Collection systems and rules may differ according to location and material type.
B2B orders
Rights specific to consumers, including the statutory 14-day right of withdrawal, apply to persons who qualify as consumers under applicable legislation.
Orders placed by legal entities or for professional or business purposes, as well as special, on-request or large-volume HoReCa orders, may be subject to different contractual conditions depending on the nature of the order.
Frequently asked questions about delivery and returns
How long does delivery take?
Delivery time depends on product availability, destination and the transport service used. Products in stock are processed as quickly as possible.
Can I return a product ordered online?
If you qualify as a consumer, you have a 14-calendar-day right of withdrawal from a distance contract under the conditions provided by law. Statutory exceptions apply to certain categories of goods.
Is refusing the parcel at the courier enough to exercise my right of withdrawal?
No. Simply refusing or failing to collect the parcel does not, by itself, constitute an unequivocal withdrawal statement. The consumer must communicate the decision to withdraw to the trader in accordance with the applicable rules.
What happens if I do not collect the parcel and later request another shipment?
If delivery was refused or not collected for reasons attributable to the customer, a new shipment may be conditional upon advance payment of the actual costs generated by the previous delivery and return of the parcel, together with the cost of the new delivery. The applicable costs will be communicated before redelivery.
Who pays for return shipping?
When exercising the right of withdrawal, the direct cost of returning the goods is generally borne by the consumer. Different rules apply to non-conforming or incorrectly delivered products and other cases provided by law.
Which courier can I use for a return?
If you arrange and pay for the return yourself, you may use a carrier of your choice provided that the products are appropriately packed. If transport is organised by us or at our expense, we will communicate the transport method to be used.
When will I receive my refund?
The refund is made within the period and under the conditions provided by applicable legislation. For sales of goods, reimbursement may be withheld until the goods are received or evidence of return is provided, in accordance with the law.
What should I do if a fragile product arrives broken?
Photograph the parcel, internal packaging and damaged product and contact us as soon as possible. If the damage is visible upon delivery and the carrier provides this option, request a damage report.
Can I return a product that I have inspected or tested?
A consumer may handle a product to the extent necessary to establish its nature, characteristics and functioning. The consumer may be liable for diminished value resulting from handling beyond what is necessary for this purpose, in accordance with applicable law.
Do the same rules apply to B2B orders?
Not automatically. Statutory consumer rights apply to persons who qualify as consumers under applicable law. Different contractual conditions may apply to B2B orders.
Contact – delivery, returns and guarantees
For questions about delivery, returns, damaged products or the legal guarantee of conformity, you can contact us at:
VIP HORECA Trading SRL
Email: office@pentrubar.ro
WhatsApp: +40 744 295 179
Last updated: September 2026.