COMPLAINT POLICY - Conu Tache

COMPLAINT POLICY

Last updated: [18.03.2025]
At Conu Tache, we prioritize customer satisfaction and strive to provide a seamless shopping experience. If you encounter any issues related to our products or services, we offer a clear, fair, and efficient process for resolving complaints.

1. PURPOSE OF THE POLICY

This policy establishes the procedure for submitting, managing, and resolving complaints lodged by Conu Tache customers in compliance with applicable consumer protection laws in Romania and the European Union, including Government Ordinance No. 21/1992 on Consumer Protection and Regulation (EU) 2017/2394 on Consumer Protection Cooperation.

2. DEFINITIONS

  • Complaint – Any claim made by a customer regarding non-compliance of purchased products or services provided by Conu Tache.
  • Customer – Any natural or legal person purchasing products from the Conu Tache online store.
  • Non-compliant product – Any product that is defective, does not match the description provided on the website, or is not delivered in accordance with the placed order.
  • Resolution time – The timeframe in which the complaint is reviewed, and an official response is provided to the customer.

3. METHODS OF SUBMITTING COMPLAINTS

Customers may submit complaints through the following methods:

  1. By email – Sent to [ info@conutache.ro or dan@cnciasi.ro], including the order number, issue details, and supporting evidence (photos, invoice, etc.).
  2. By phone – At [0742019740], available Monday to Friday from 09:00 AM to 05:00 PM. If the complainant cannot use an email address, an alternative method will be identified.
  3. By post – Sent to the official address of Conu Tache, clearly stating the subject of the complaint.

4. REQUIRED INFORMATION FOR COMPLAINTS

To ensure a fast and efficient processing of the complaint, the following details must be included:

  • Full name of the customer
  • Order number
  • Detailed description of the issue
  • Proof of purchase (invoice, receipt)
  • Relevant photographs (if applicable)
  • Customer contact details

5. COMPLAINT RESOLUTION TIMEFRAME

All complaints will be processed within a maximum of 72 working hours from the date of receipt. In exceptional cases, this period may be extended, with prior notification to the customer.

6. METHODS OF RESOLVING COMPLAINTS

Depending on the nature of the complaint, Conu Tache may offer the following resolutions:

  • Product replacement – If the product is defective or does not match the order, the customer may request a free replacement.
  • Refund of the purchase amount – If the product cannot be replaced, the customer may opt for a full refund.
  • Issuance of a store credit/voucher – Alternatively, the customer may choose a voucher equivalent to the product value for future purchases.
  • Complaint rejection – If the complaint is found to be unfounded or in violation of our terms and conditions, the customer will be informed in writing with a justification for the decision.

7. RIGHTS AND OBLIGATIONS OF THE PARTIES

7.1. Customer Rights

  • To receive a justified response within the established timeframe.
  • To request repair, replacement, or a refund in the case of a defective/non-compliant product.
  • To escalate the matter to relevant authorities if the complaint resolution is unsatisfactory (ANPC – National Authority for Consumer Protection, https://anpc.ro/).

7.2. Customer Obligations

  • To provide accurate and complete information regarding the complaint.
  • To follow the established return and complaint procedures.
  • To avoid abusive use of the complaint policy by submitting repeated claims without valid grounds.

7.3. Conu Tache’s Rights

  • To request additional information from the customer for clarification.
  • To reject complaints that are unjustified or contrary to the terms and conditions.
  • To determine the optimal solution for resolving the complaint based on legal requirements and company policies.

7.4. Conu Tache’s Obligations

  • To investigate and respond to every complaint within the specified timeframe.
  • To ensure customer data confidentiality and protection in accordance with GDPR regulations.
  • To improve services based on received feedback.

8. ESCALATION OF COMPLAINTS

If the customer is dissatisfied with the proposed resolution, they have the following options:

  1. Internal escalation – The customer may request a review of the complaint, explaining why the initial decision is unsatisfactory.
  2. Reporting to ANPC – If the resolution remains unsatisfactory, the customer may submit a complaint to the National Authority for Consumer Protection (https://anpc.ro/).
  3. Alternative dispute resolution – The customer may seek mediation or another alternative dispute resolution method.

9. DATA PROTECTION

All information provided in a complaint will be managed in accordance with the General Data Protection Regulation (GDPR). Customer personal data will not be used for purposes other than those necessary for complaint handling.

10. FINAL PROVISIONS

This Complaint Policy is an integral part of the Terms and Conditions of use of the Conu Tache online store. We reserve the right to modify this policy as needed to comply with operational requirements and applicable legal regulations.

For any further inquiries, please contact us at [ info@conutache.ro or dan@cnciasi.ro] or by phone at [0742019740].

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