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Right of withdrawal within 14 days for distance trading

According to art. 9 para. 1 of GEO no. 34/2014 regarding the legal regime of distance contracts, " the consumer benefits from a period of 14 days to withdraw from a distance contract or from a contract outside the commercial premises , without having to justify the decision to withdraw and without incurring other costs than those provided by art. 13 para. 3 and 14 " of the same normative act.

Thus, according to GEO no. 34/2014, the period for returning a good or giving up a service expires within 14 days from:

  • the day on which the Buyer takes physical possession of the last good - if the Buyer orders multiple products in a single order that will be delivered separately
  • the day on which the Buyer takes physical possession of the last good or the last part - in the case of the delivery of a product consisting of several lots or parts

In the case of repeated returns, regardless of the type of product returned, the Consumer will be informed by a written notification, call or e-mail, when incorrect behavior is detected.

The withdrawal period expires 14 days after the day on which the consumer or a third party, other than the carrier and indicated by the consumer, takes physical possession of the products.

Before the withdrawal period expires, the consumer informs the professional about his decision to withdraw from the contract. For this purpose, the Professional provides the Consumer with a "contract withdrawal form", the model of which can be found on the main page of the Professional's website. The communication regarding the exercise of the right of withdrawal must be sent before the expiration of the 14-day period.

When the order is placed, the seller's narghileashop.ro online store software immediately sends a notification to the buyer's e-mail address regarding the registration of the order.

This notification is not considered to be a contract concluded between the seller and the buyer. It simply signals to the buyer that the system has registered their request and forwarded it to an employee of the seller.

If the buyer does not receive such notice within 48 hours, then the buyer's bidding obligations and the seller's selling obligations are terminated.

The seller offers the possibility to the buyer, until the start of the execution of the order, to withdraw the order made electronically. When the execution of the order begins, the buyer receives by e-mail and/or by telephone an information regarding the expected duration of the execution and the beginning of the execution, subsequently there is the possibility of withdrawing his order only in person or through any of the contacts displayed on the website of the Seller.

The buyer has the right to withdraw from the Contract, respectively to return a good, within 14 calendar days, without citing any reason and without incurring costs other than those of delivery.

Return conditions

A product is eligible for return if it is in the same condition as it was delivered (no scratches, damage, missing accessories, incomplete packaging, electric shocks).

Products can only be returned if they are in the same condition in which they were sent to the customer, in the original packaging, with the labels intact and together with all the documents that accompanied them (warranty certificate, invoice, etc.). The products must not show any signs of wear. Products that make up a set must be returned as a complete set

Products opened and used by you, such as flavors, charcoals, mouthpieces, etc. they cannot be returned, for reasons of hygiene. If you still return these products, we may require you to pay the price of the products in advance on your next order.

To send back, you need to follow these steps:

1. Fill out the return form ( Download Word format)

2. Send the completed return form by email to: contact@pandoranarghileashop.com This step is very important! We do not accept returns through other means of communication such as Whatsapp, chat, Social media or phone!

3. Carefully pack the hookah with all accessories in their original box, close and seal the box. Also include the invoice issued by us (or a copy thereof), all parts and accessories of the product you are returning, and the intact packaging/box of the products received.

As soon as the package sent by you reaches us intact and without missing items, we will refund the full purchase price of the products within 5 working days instead of 30 days as required by law.


If you choose to take advantage of the possibility of returning the parcel with our carrier (GLS courier), then we charge a fee of 30 lei , which will be deducted from the amount to be returned

Another way to return the products is to send them with a courier of your choice. We ask you to make the shipment to our hookah warehouse, which is open from 09:00 to 21:00 on weekdays and to the following address:

Place. Pandora Club, Str. Caransebeș no. 1, Jud. Caras-Severin.

Parcels sent by means other than our courier are entirely your responsibility.

Parcels returned by the Romanian Post, with cash on delivery or with payment of delivery to the addressee , will not be picked up.

Please pack fragile products carefully and precisely.

To avoid any confusion, if you have any questions or need help, feel free to contact us by email, phone or the chat application on our page.

The buy-back guarantee presented above only applies if you have not used the hookah. If the hookah is found to have been used, we cannot refund your money.

The money can be returned within a maximum of 14 days from the receipt of the product by narghileashop.ro, to the account indicated when filling out the return form. If the payment was made with an online bank card, the refund will be made to the respective account.

Modification, cancellation of the order

We will refund the amounts we have received as payment from you strictly for the products ordered, without undue delay and in any case within 14 days of the date on which we were informed of the consumer's decision to withdraw from the contract . We will not be obliged to refund the additional costs if you have explicitly chosen a different type of delivery than the standard delivery offered by us.

We will refund the amounts paid by you by bank transfer, if you agree to this method.

We can postpone the refund until the date of receipt of the products that were the subject of the sale.

You have the obligation to return the products without undue delay and within no more than 14 days from the date on which you communicated the decision to withdraw from the contract. You are responsible for the return cost.

We will accept returned products only in their original packaging, in their original condition both quantitatively and qualitatively. For destroyed or damaged packaging, we will refund only 80% of the total purchase value of the product.

Products can only be returned if they are in the same condition in which they were sent to the customer, in the original packaging, with the labels intact and together with all the documents that accompanied them (warranty certificate, invoice, etc.).

The products must not show any signs of wear. Products that make up a set must be returned as a complete set.

The customer will bear the transport costs caused by the return of the product. Beyond these, the client is not responsible for any other expenses.

According to art. 16 lit. and of GEO no. 34/2014 regarding consumer rights in contracts concluded with professionals, unsealed products, which cannot be returned for health protection or hygiene reasons and which have been unsealed by the consumer, are exempt from the right of withdrawal (this rule applies for example to hookahs and their parts, hose, suction mouthpieces, necessary gaskets, hookah crucible, HMDs and hookah charcoal holders, hookah bowl, used charcoal lighters).

The seller will be able to decide to reduce the amount to be refunded, if the goods were used without compliance with the rules of use.

If, from the report of the person carrying out the handing over (courier), it appears that the product is certifiably damaged, and the said damage occurred before taking over the product, we immediately ensure the return of the product and cancellation of the sales deed.

Any type of damage, lack of content, must be provided in the minutes of the actual state (handover-receipt), during the delivery of the transport! We cannot be held responsible for any subsequent content shortages or damages!

The customer has the right to notify the merchant in writing that he is canceling the purchase, without penalty and without giving a reason. The return costs will be borne by the customer and the reimbursement of the product value will be made within 14 days of the return, by bank transfer. If the products are returned in a condition where they can no longer be sold to us or cannot be resealed, we will resend the products at the consumer's expense without refunding the price.

The product warranty is 30 days from the date of entry into the customer's possession. This term is also represented by the average life of the product. The warranty period for hookahs, hookah parts and accessories is 30 days, for hidden manufacturing defects, improperly used materials. Any product with manufacturing defects can be replaced or returned within 14 days. Manufacturing defects may be, but will not be limited to products that are broken, missing or damaged parts, or if they have been used, etc.

Defects arising from improper use or care of the products are not covered by the warranty.