Refund policy

Returns, Cancellations & EU Withdrawal Policy

At DEME.PARTS, operated by WOASRY SRL, VAT/CUI: RO43013500, we want you to be satisfied with your order. This policy explains how returns, cancellations, EU withdrawal requests, refunds, exchanges, and defective or non-conforming items are handled.

This policy applies to purchases made from DEME.PARTS. Statutory consumer rights apply to consumers as required by applicable law. If you purchase as a business, company, trader, or professional user, the statutory consumer right of withdrawal may not apply, unless otherwise required by law or expressly agreed by DEME.PARTS.

1. EU 14-Day Right of Withdrawal

If you are a consumer and your order was placed online, you have the right to withdraw from the contract within 14 calendar days without giving any reason.

The withdrawal period is 14 calendar days and starts from the day on which you, or a person designated by you other than the carrier, received the item. If the items in the same order are delivered separately, the period starts from the day on which you received the last item, lot, or piece.

To meet the withdrawal deadline, it is sufficient for you to send your withdrawal request before the 14-day period has expired.

2. How to Start a Return, Cancellation or Withdrawal Request

You can start a return, cancellation, or EU withdrawal request through our online function here: https://account.deme.parts.

You may also contact us at office@deme.parts with a clear statement that you wish to return the item, cancel an eligible order, or withdraw from the contract.

If you use our online withdrawal function, we will send you a confirmation of receipt without undue delay, on a durable medium, including the content of your withdrawal request and the date and time of submission.

You may also use the model withdrawal form included at the end of this policy, but using that form is not mandatory.

3. Return Conditions

Returned items should be sent back in the same condition as received, unused, unmounted, complete, with tags and accessories where applicable, and properly packaged to prevent damage during transport.

For safe return shipping, we recommend wrapping the item in stretch film, then bubble wrap, and securing it inside a sturdy box. The product should be protected well enough to avoid scratches, dents, deformation, or other transport damage.

Please include proof of purchase or information that allows us to identify your order, such as your order number, invoice, receipt, or confirmation email.

You may inspect the product only as reasonably necessary to establish its nature, characteristics, and functioning. If the product is used, mounted, installed, damaged, incomplete, missing accessories, or returned with improper packaging, DEME.PARTS may assess the diminished value of the product and deduct an appropriate amount from the refund.

The deduction will not be used to discourage the exercise of your legal right of withdrawal and will be based on the actual condition of the returned product.

4. Returning the Item

After you inform us that you wish to withdraw from the contract, you must send back the item without undue delay and no later than 14 calendar days from the date on which you informed us of your decision to withdraw.

The deadline is met if you send the item back before the 14-day return period has expired.

Please do not send items back without first starting a return, cancellation, or withdrawal request through https://account.deme.parts or by contacting us at office@deme.parts, as this may delay identification and processing of your return.

Return address:
DEME.PARTS / WOASRY SRL
Str. Valea Cascadelor Nr. 21S Depozit 4
Sector 6, Bucharest, Romania

5. Return Shipping Costs

If you return an item because you changed your mind or because you are exercising your 14-day EU right of withdrawal, you are responsible for the direct cost of returning the item, unless DEME.PARTS has expressly agreed to cover that cost.

If the item is defective, damaged, incorrect, or non-conforming, DEME.PARTS will cover the reasonable return shipping costs in accordance with applicable consumer law.

6. Refunds

Once we receive and inspect your return, we will notify you of the refund status.

If you exercise your EU right of withdrawal, we will refund all payments received from you for the returned item, including the standard delivery cost paid for the original shipment where applicable, without undue delay and no later than 14 calendar days from the date on which we were informed of your decision to withdraw.

We may withhold the refund until we have received the returned item or until you provide proof that you have sent the item back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another refund method. You will not be charged any fees as a result of the refund.

If you selected a delivery method that was more expensive than our standard delivery option, the additional delivery cost is not refundable.

If a refund by bank transfer is agreed or required, we may ask you to provide the necessary bank account details.

If more than 15 business days have passed after we confirmed your refund and you have not received it, please contact us at office@deme.parts.

7. Exchanges

The quickest way to get the item you want is to return the original item and place a new order after your return request has been processed.

This does not affect your statutory rights for defective, damaged, incorrect, or non-conforming goods.

8. Defective, Damaged, Incorrect or Non-Conforming Items

If your item is defective, damaged, incorrect, or not as described, please contact us as soon as possible through https://account.deme.parts or at office@deme.parts.

Please include your order number, a description of the issue, and photos or videos where relevant. This helps us assess the issue and provide the appropriate solution faster.

Where required by applicable consumer law, DEME.PARTS will provide the appropriate remedy, such as repair, replacement, price reduction, or refund. Return shipping costs for defective, damaged, incorrect, or non-conforming items will be covered by DEME.PARTS where required by law.

For transport damage, please contact us as soon as possible after delivery. This helps us open a claim with the carrier. Your statutory rights are not affected if you contact us later.

9. Exceptions to the Right of Withdrawal

The right of withdrawal may not apply in certain cases provided by law, including but not limited to:

• goods made to your specifications or clearly personalized;
• goods that are liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health protection or hygiene reasons, if unsealed after delivery;
• goods which, after delivery and by their nature, are inseparably mixed with other items;
• services fully performed with your prior express consent, where you acknowledged that you would lose the right of withdrawal after full performance.

These exceptions apply only where legally applicable and where the relevant information was provided before purchase.

10. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please submit a request as soon as possible through https://account.deme.parts or contact us at office@deme.parts.

If the order has already been processed or dispatched, you may need to follow the return or withdrawal process described in this policy.

11. Model Withdrawal Form

You may use the model form below if you wish to withdraw from the contract, but it is not mandatory.

To:
WOASRY SRL / DEME.PARTS
Str. Valea Cascadelor Nr. 21S
Sector 6, Bucharest, Romania
VAT/CUI: RO43013500
Email: office@deme.parts

I hereby give notice that I withdraw from my contract of sale for the following goods:

Ordered on: ____________________

Received on: ____________________

Order number: ____________________

Consumer name: ____________________

Consumer address: ____________________

Consumer email: ____________________

Date: ____________________

Signature, only if this form is submitted on paper: ____________________

12. Contact

For any return, cancellation, withdrawal, refund, or product issue, please contact us at:

WOASRY SRL / DEME.PARTS
VAT/CUI: RO43013500
Return and correspondence address: Str. Valea Cascadelor Nr. 21S Depozit 4, Sector 6, Bucharest, Romania
Email: office@deme.parts
Online returns, cancellations and withdrawal function: https://account.deme.parts