Return Policy

1.1. This Return Policy describes the conditions, time limits and procedure under which Buyers (consumers) may return products purchased through the IVO Marketplace platform, operated by IVO Marketplace S.R.L., IDNO: 1024602014330, with its registered office at mun. Bălți, str. Filip Nicolae, 2, Republic of Moldova (hereinafter the «Operator» or «IVO»).

1.2. This Policy applies to all distance sale contracts concluded between the Buyer (natural person) and the Merchants (sellers) registered on the Platform, contracts in which the Operator acts exclusively as an intermediary.

1.3. Legal framework

The Policy is drawn up in accordance with the legislation of the Republic of Moldova, in particular:

• Law No. 105/2003 on consumer protection;
• Law No. 284/2004 on electronic commerce;
• Civil Code of the Republic of Moldova No. 1107/2002 (in particular the provisions concerning distance contracts and the legal warranty obligation);
• Government Decision No. 1465/2003 approving the Rules for the replacement of non-food products and warranty terms;
• Law No. 8/2016 on consumer rights in contracts.

1.4. This Policy supplements the Platform's Terms and Conditions and does not limit the mandatory rights granted to consumers by law.

2.1. Right of withdrawal

In accordance with the legislation in force, the Buyer (natural person) has the right to withdraw from the distance sale contract without having to justify the decision and without bearing any costs other than those provided in Chapter 6 of this Policy.

2.2. Time limit

The withdrawal period is 14 (fourteen) calendar days and starts from the date on which the Buyer (or a person designated by the Buyer) takes physical possession of the goods.

For Orders comprising multiple products delivered separately, the period starts from the date of receipt of the last product.

2.3. How to exercise the right

To exercise the right of withdrawal, the Buyer must initiate a return request through the «My Orders» section of their IVO account, within the 14-day period mentioned above. The deadline is considered met if the request is submitted before its expiry.

2.4. Condition of the product

The Buyer may inspect the nature, characteristics and proper functioning of the product in the same way as in a physical store. However, the Buyer is liable for any diminished value of the product resulting from handling beyond what is necessary for such inspection. In that case, the refunded amount may be reduced proportionally, in accordance with the quality grid set out in Article 14 of the Platform's Terms and Conditions.

3.1. According to the applicable legislation (in particular GD No. 1465/2003 and the provisions on distance contracts), the 14-day right of withdrawal does NOT apply to the following categories of products, when they have been delivered in accordance with the order and are not defective:

• a) products made to the Buyer's specifications or personalised (engraving, embroidery, custom dimensions, monogramming, etc.);
• b) perishable products or products with a short shelf life;
• c) sealed products which, for reasons of health or hygiene protection, cannot be returned once the seal has been broken after delivery (e.g.: cosmetics, perfumes, personal care products, intimate underwear, baby products, food supplements, contact lenses);
• d) audio or video recordings and computer software supplied in a sealed package, if the package has been opened after delivery;
• e) newspapers, periodicals and magazines, except for subscription contracts;
• f) digital content delivered on a non-tangible medium (downloads, electronic licences, activation keys), if performance has begun with the Buyer's prior express consent;
• g) alcoholic beverages whose price was agreed at the time the contract was concluded but which cannot be delivered before 30 days, and whose actual value depends on market fluctuations beyond the Merchant's control;
• h) products which, after delivery, are inseparably mixed with other items;
• i) medicines and medical devices requiring a medical prescription, dispensed in accordance with pharmaceutical legislation;
• j) jewellery and articles made of precious metals weighing more than 5 grams of gold or 10 grams of silver, in accordance with applicable special regulations;
• k) services fully performed, if performance began with the Buyer's prior express consent and acknowledgement that the right of withdrawal would be lost upon full performance;
• l) goods purchased at a public auction.

3.2. The list of products to which the right of withdrawal does not apply is displayed on each product page, before the Order is placed, when the product falls within one of the above categories.

3.3. The exceptions set out in this Chapter do not affect the Buyer's rights in cases where the delivered product is defective, does not match its description or does not correspond to the specifications ordered (see Chapter 4).

4.1. Legal warranty of conformity

Independently of the 14-day right of withdrawal, the Buyer benefits from the legal warranty of conformity provided by Law No. 105/2003 on consumer protection and by the provisions of the Civil Code of the Republic of Moldova.

If the delivered product is defective, does not match its description or does not correspond to the specifications ordered, the Buyer is entitled, free of additional charges, to:

1. have the product repaired;
2. have the product replaced with an identical or equivalent one;
3. obtain a proportional price reduction;
4. terminate the contract and obtain a full refund of the amount paid, if the defect is major or if the remedies under (a) and (b) are not possible or are not provided within a reasonable time.

4.2. Warranty periods

The minimum warranty periods for non-food products are set by GD No. 1465/2003 and by the documentation provided by the manufacturer. In the absence of a longer period indicated by the Merchant or the manufacturer, the Buyer may invoke non-conformity of the product within 2 (two) years from the date of delivery.

4.3. Procedure

For defective products, the Buyer initiates a return request explicitly indicating «defective / non-conforming product» as the reason. All such returns are considered to be the Merchant's fault, and the return cost is borne entirely by the Merchant. The Operator arranges, free of charge, the collection of the product from the Buyer through a partner courier.

Damage occurring during delivery is considered to be the Merchant's fault and, in the case of deliveries carried out with the IVO Delivery service, is covered by the Operator's insurance.

5.1. To initiate a return request, the Buyer:

1. logs in to their IVO account and accesses the «My Orders» section;
2. selects the Order and the products to be returned (partial returns are accepted);
3. fills in the reason for withdrawal (optional for withdrawal within 14 days, mandatory for defective products) and, where applicable, uploads photographs of the product;
4. chooses the return shipping method: IVO Pickup (the courier collects the parcel from the indicated address) or Buyer-arranged Shipment (the Buyer independently sends the product to the Merchant's address shown in the interface, using a courier of their choice).

5.2. Time limits

If Buyer-arranged shipment is selected, the parcel must be sent so as to reach the Merchant within a maximum of 7 (seven) calendar days from the date the return was initiated. The tracking code must be entered in the user panel.

5.3. Condition of the returned product

The returned product must be appropriately packaged, accompanied by all accessories, manuals, original labels and a copy of the tax invoice (or the Order number). The Merchant assesses the condition of the product upon receipt and assigns a Quality Grade (A–E) in accordance with the grid provided in Article 14 of the Platform's Terms and Conditions.

6.1. Return due to the Merchant's fault

For defective products, products not matching the description, products delivered incorrectly or damaged in transit, the cost of return is borne entirely by the Merchant. For the Buyer, the return is free, regardless of the chosen shipping method.

6.2. Return due to the Buyer's choice (withdrawal within 14 days)

When exercising the right of withdrawal without the product being defective, the direct cost of returning the goods is borne by the Buyer, as follows:

• IVO Pickup: the courier pickup fee is deducted from the amount refunded to the Buyer. The applicable rate is displayed in the interface before the request is confirmed.
• Buyer-arranged Shipment: the Buyer pays the chosen courier directly.

6.3. No other costs (such as commissions or administrative fees) are charged to the Buyer in connection with the exercise of the right of withdrawal.

7.1. Refund deadline

The refund is made within a maximum of 14 (fourteen) calendar days from the date the Merchant received the returned product or the date the Buyer provided proof of dispatch of the product, whichever is later.

7.2. Refund method

The refund is made using the same payment method used by the Buyer for the original transaction (typically the bank card account used at purchase), unless the Buyer has expressly agreed otherwise. The Buyer does not bear any additional bank charges as a result of this refund.

7.3. Refund amount

The Buyer receives back the price of the returned product, reduced, where applicable, by:

• the cost of IVO Pickup (when borne by the Buyer);
• the diminished value of the product, in accordance with the Quality Grade assigned upon receipt (Article 14 of the Platform's Terms and Conditions).

The refund cannot be negative.

7.4. Original delivery cost

In the case of withdrawal where the product is not defective, the original delivery cost is, as a rule, not refunded. In the case of defective or non-conforming products, the original delivery cost is refunded in full.

7.5. Partial returns

If the Buyer returns only part of the products in an Order, the refund is calculated proportionally to the products actually returned.

8.1. Dispute mechanism

The Buyer has the right to challenge the Quality Grade assigned by the Merchant or a decision rejecting a return, within 7 (seven) calendar days of notification, through the Help section of their account.

The IVO team analyses the dispute and issues a decision. Both Parties are notified by e-mail. The decision of the IVO team is final within the Platform, without prejudice to the Buyer's right to refer the matter to the competent authorities or courts of the Republic of Moldova.

8.2. Competent authorities

If the Buyer is not satisfied with the internal resolution, the Buyer may turn to:

• the Agency for Consumer Protection and Market Surveillance (APCSP) — consumator.gov.md;
• the competent courts of the Republic of Moldova.

8.3. Contact

For any questions or clarifications regarding this Return Policy, the Buyer may contact the IVO team through the Help section of their account or by e-mail at: [email protected].