Terms and Conditions

Margelatu.eu
Last updated: October 2026

1. General information

1.1. This document sets out the terms and conditions for using the Margelatu.eu website (hereinafter the "Site") and for selling products through it.

1.2. The Site is operated by SC Sita Ram SRL, with its registered office in Cluj-Napoca, Bulevardul Nicolae Titulescu nr. 4, birou 60, ap. XV/4, Cluj County, postal code 400420, registered with the Trade Register under no. J2020002599126, tax ID (CUI) RO26102535 (hereinafter the "Administrator" or "Margelatu.eu").

1.3. When placing an order, the customer confirms, by ticking the dedicated box on the order completion page, that they have read and accept this document. Browsing the Site implies compliance with sections 3 and 4.

1.4. The Administrator may amend this document at any time. The updated version is permanently available on the Site. Each order is governed by the version in force at the time it is placed.

1.5. Definitions:

• Consumer – a natural person who buys for purposes outside their commercial, industrial, production, craft or professional activity.
• Business customer – a legal entity or authorised natural person (SRL, SA, PFA, sole proprietorship or family business, etc.) that buys in the course of its professional activity.
• Customer – any consumer or business customer who places an order on the Site, with or without an account.

2. Personal data and privacy

2.1. SC Sita Ram SRL processes users' personal data in accordance with Regulation (EU) 2016/679 (GDPR) and the Romanian legislation in force.

2.2. Details on the processing of personal data, including processing for the purpose of fraud prevention (sections 7 and 19), are available in the Privacy Policy: https://www.margelatu.eu/en/info/confidentialitate.

2.3. Users may exercise the rights provided by the GDPR (access, rectification, erasure, portability, etc.) at any time by sending a request to support@margelatu.eu.

3. Intellectual property rights

3.1. The entire content of the Site (texts, images, graphics, design elements, databases, etc.) is the property of the Administrator or its partners and is protected by copyright legislation.

3.2. The following are prohibited without the Administrator's written consent: copying, distributing or publishing the content; using it for commercial purposes; extracting data for resale or reuse.

4. Use of the Site

4.1. Users undertake to use the Site only for lawful purposes, not to affect its security or operation and not to attempt unauthorised access to other accounts or systems.

4.2. The Administrator does not guarantee that the Site is free of errors or interruptions.

5. User account

5.1. Certain features may require the creation of an account, including through authentication with an external service (for example Google).

5.2. Users undertake to provide real and complete identification data and are responsible for the confidentiality of their access data and for all activities carried out through their account. If the account is compromised, the user shall immediately notify the Administrator at support@margelatu.eu.

6. Suspension, closure and restriction of accounts

6.1. The Administrator may suspend or close an account in justified cases, in compliance with consumer protection legislation. Objective reasons include, without limitation:

• documented suspicions of fraud or unauthorised use;
• abusive behaviour, verbal or written, towards the Margelatu.eu team;
• providing false or incomplete data upon registration or when placing orders;
• using multiple accounts or false or borrowed identities to circumvent a previously applied restriction;
• submitting complaints based on untrue facts in order to obtain money, products or other advantages;
• demanding money or other advantages accompanied by threats;
• repeated breaches of this document.

6.2. The customer's exercise of legal remedies (a complaint to Margelatu.eu, a report to ANPC, the ADR procedure, legal action) does not in itself constitute grounds for suspending or closing the account.

6.3. As a less severe measure, the Administrator may restrict only certain payment methods for an account, under the conditions of section 11, without suspending the account.

6.4. Suspending or closing an account also involves terminating the user's active sessions. Orders placed during the suspension are not accepted and are cancelled in accordance with section 8.

6.5. The user is notified of the measure taken as soon as possible, except where notification would jeopardise the investigation of an abuse.

6.6. Consumer rights acquired before the suspension (confirmed orders being fulfilled, legal guarantees) are not affected.

6.7. The measure may be contested by sending a reasoned request to support@margelatu.eu. The Administrator responds within 15 days.

7. Prohibition on re-registration and on circumventing restrictions

7.1. Persons whose account has been closed for documented fraud or abuse may not, without the Administrator's written consent, create a new account, place orders without an account or order through other persons or under other names.

7.2. The Administrator may identify and block such attempts through lawful technical and organisational means, including by comparing the email address, telephone number, delivery or billing address and the bank account indicated for refunds, within the limits set out in the Privacy Policy.

7.3. Orders placed in breach of point 7.1 are not accepted, in accordance with point 8.3(d).

8. Conclusion of the contract and reservation on accepting orders

8.1. Placing an order constitutes the customer's offer to buy and does not, in itself, conclude the contract. The automatic email "Your order has been received" only confirms that the order has been registered and does not constitute its acceptance.

8.2. The sales contract is concluded when Margelatu.eu sends the customer, by email, the message "Your order is being processed", which constitutes express confirmation of the order. If this email is not sent, the contract is concluded at the latest when the parcel is handed over to the courier, as confirmed by the shipping email.

8.3. Until confirmation, Margelatu.eu may decline an order or accept it only with another payment method, solely for one of the following justified reasons:

a) in the last 24 months, the customer has had at least two parcels that were not collected or were refused on delivery; in this case the order may be accepted with payment in advance (section 11);

b) the identification, delivery or billing data are incomplete, incorrect, fictitious or unverifiable;

c) there are reasonable suspicions of fraud or unauthorised use of a means of payment;

d) the customer's account is suspended or closed in accordance with section 6, or the order is placed in breach of point 7.1;

e) the order contains an obvious pricing error, regardless of its cause (data entry or import error, synchronisation error, technical malfunction), i.e. a price which, compared with the usual price of the product, could not reasonably be perceived as genuine;

f) the product is no longer in stock.

8.4. Promotional prices announced as such on the Site (for example in the promotions or stock clearance sections) are not considered pricing errors within the meaning of point 8.3(e) and point 9.1.

8.5. The customer is informed by email if the order is not accepted. Upon request, Margelatu.eu communicates the reason, except where doing so would jeopardise the investigation of a fraud.

8.6. If an order that is not accepted has already been paid, the amount is refunded in full within a maximum of 14 calendar days, using the same means of payment; any amount paid from the Wallet is returned to the Wallet.

8.7. The reservation on acceptance is exercised exclusively before the order is confirmed and does not affect the consumer's rights under Government Emergency Ordinance (OUG) No. 34/2014.

9. Cancellation of confirmed orders

9.1. After confirmation, the Administrator may cancel an order only in the following exceptional situations:

• confirmed fraud or unauthorised use of the means of payment, reported by the payment processor;
• an order placed under a false or borrowed identity, established after confirmation on the basis of documented evidence;
• an obvious pricing error, regardless of its cause, if the displayed price differs by more than 50% from the actual price of the product;
• force majeure or a fortuitous event preventing the order from being fulfilled.

9.2. In the event of cancellation due to a pricing error, the customer is offered the possibility of buying the products at the correct price, without any obligation on their part.

9.3. In all cases, the customer is notified immediately and the amounts paid are refunded in full within a maximum of 14 calendar days, in accordance with point 8.6.

10. Prices and VAT

10.1. The prices displayed on the Site are in lei (RON) and include VAT, in accordance with the Romanian tax legislation in force.

10.2. The Administrator may change prices at any time without prior notice. The price applicable to an order is the one displayed at the time it is placed, subject to sections 8 and 9 on obvious pricing errors.

10.3. For products sold by the piece, the displayed price is the price per piece and does not depend on the exact weight of the piece delivered, within the tolerance limits set out in point 17.3.

10.4. The minimum order value, if any, is displayed in the shopping cart.

11. Payment methods and cash on delivery

11.1. The available payment methods (online bank card, bank transfer, Wallet balance and, for eligible customers, cash on delivery) and any additional costs are displayed on the order completion page before the order is placed. Any customer may buy any product on the Site, under the same price conditions, by paying in advance by bank card or bank transfer.

11.2. Cash on delivery is a commercial facility whereby Margelatu.eu ships the products before collecting the price. It is not available to all customers, but only:

a) to business customers (section 16);

b) to consumers with a customer account who have been validated for cash on delivery ("verified customers"), under the conditions of points 11.3–11.4.

11.3. A consumer may be validated as a verified customer only if they cumulatively meet the following minimum conditions:

• they have a customer account on the Site;
• they have at least 2 previous orders delivered, collected and paid in full, regardless of the payment method used;
• in the last 24 months, they have had no parcels that were not collected or were refused, except for the cases in point 13.2;
• the identification, delivery and billing data in the account are complete, real and verifiable;
• the account is not subject to a measure taken under sections 6–7.

11.4. Consumers who consider that they meet the conditions in 11.3 may request access to cash on delivery by opening a ticket via the contact form or by sending an email to support@margelatu.eu from the account's email address. Meeting the conditions in 11.3 does not create a right to cash on delivery. Granting this facility remains a commercial decision of Margelatu.eu, made by a member of our team on the basis of the order history and the risk of parcels not being collected or being refused. A response is given within a maximum of 5 working days. In the event of refusal, we communicate the reason, except where doing so would jeopardise the investigation of a fraud.

11.5. Margelatu.eu may withdraw access to cash on delivery, both for verified customers and for business customers, if they no longer meet the conditions in 11.3 (in particular after a parcel that was not collected or was refused) or are in one of the situations in sections 6, 7 or 19. The customer is informed and may continue to buy with payment in advance. Access may be requested again, in accordance with point 11.4, after 12 months without parcels that were not collected or were refused.

11.6. The fact that a customer does not have access to cash on delivery does not limit any of their consumer rights (right of withdrawal, legal guarantee of conformity, ADR procedures).

12. Delivery and billing data

12.1. The delivery methods, rates (including the additional cost for cash on delivery) and estimated delivery times are displayed on the order completion page before the order is placed, and are those applicable to the order. We deliver in Romania and in the EU Member States displayed at checkout.

12.2. Delivery times are estimates and may be affected by public holidays, weather conditions or courier availability. Unless otherwise agreed, delivery to consumers is made without undue delay and no later than 30 days from the conclusion of the contract.

12.3. If delivery does not take place within the period in 12.2, the consumer may grant an appropriate additional period. If the products are not delivered within that period either, the consumer may terminate the contract and receives all amounts paid without delay.

12.4. The risk of loss of or damage to the products passes to the consumer when the consumer, or a third party designated by them (other than the courier), takes physical possession of the products. Until then, Margelatu.eu is liable to the consumer for loss of or damage to the parcel in transit.

12.5. We recommend checking the parcel upon receipt. If the packaging is damaged or shows signs of having been opened, we recommend recording this in a report drawn up with the courier, which makes it easier to resolve the claim quickly.

12.6. In order to verify claims regarding the contents of parcels, Margelatu.eu may keep records of order preparation (for example weighing the parcel or photo/video recordings of the packing), under the conditions of the Privacy Policy.

12.7. When placing the order, a consumer customer (natural person) enters in the "Billing address" section their home address as shown on their identity document (identity card). Foreign citizens enter the address shown on their identity document or valid residence document.

12.8. In the "Delivery address" section, the customer may enter any address at which they wish to receive the parcel (for example their workplace, another home or a relative's address), which may differ from the billing address.

12.9. The billing data are required for issuing the invoice, in accordance with Article 319 of Law No. 227/2015 on the Romanian Fiscal Code, which requires the name and address of the beneficiary to be stated on the invoice, and for submitting the invoice to the Romanian national RO e-Factura system.

12.10. The customer is responsible for the accuracy and completeness of the data provided. The invoice is issued on the basis of the data entered when placing the order. Billing data are corrected subsequently only at the customer's request, by reversing the original invoice and issuing a new invoice, under the conditions of the law. Point 8.3(b) also applies to incomplete or incorrect data.

12.11. Margelatu.eu does not request a copy of the identity document. Billing data are processed exclusively to fulfil legal tax and accounting obligations, in accordance with section 2 and the Privacy Policy.

13. Parcels not collected or refused

13.1. If the recipient does not collect or refuses a parcel shipped at their request, Margelatu.eu may deduct from the amount to be refunded, or subsequently invoice, the cost of the return shipping incurred, amounting to 22.00 RON.

13.2. The cost in 13.1 is not charged if the failure to collect is attributable to Margelatu.eu or the courier (for example a damaged parcel, a wrong address through our fault, or the period in 12.2 being exceeded).

13.3. If the order was paid in advance, the amounts are refunded in accordance with section 14, after deducting the return cost in 13.1.

13.4. Parcels that were not collected or were refused are taken into account for the application of point 8.3(a) and section 11.

14. Right of withdrawal (returns) for consumers

14.1. In accordance with Government Emergency Ordinance (OUG) No. 34/2014, consumers have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason and without penalties, except for the costs provided for in 14.4.

14.2. The consumer exercises the right of withdrawal by means of an unequivocal statement sent to support@margelatu.eu, via the return form at https://www.margelatu.eu/en/order_lookup or via the model form in the Annex to this document. The products are returned without undue delay and no later than 14 calendar days from the communication of the withdrawal decision.

14.3. Refunds:

• the Administrator refunds all amounts received, including the cost of the initial delivery, except for the additional costs resulting from the choice of a delivery method other than the cheapest standard delivery offered on the Site;
• the refund is made without undue delay and no later than 14 calendar days from the date on which the Administrator was informed of the withdrawal decision;
• the refund is made using the same means of payment used for the order, at no cost to the consumer, unless the consumer has expressly agreed to another method; any amount paid from the Wallet is returned to the Wallet; for orders paid cash on delivery, the refund is made by bank transfer to the account indicated by the consumer;
• the Administrator may withhold the refund until it has received the returned products or until it has received proof that they have been sent, whichever is earlier.

14.4. The direct cost of returning the products is borne by the consumer. The consumer is liable only for any diminished value of the products resulting from handling them other than as necessary to establish their nature, characteristics and functioning. We recommend returning the products in their original packaging.

14.5. Returned products are checked upon receipt. If the return parcel does not contain the products delivered by Margelatu.eu, contains products other than those delivered, or contains products of diminished value within the meaning of point 14.4, the refund is made only for the products actually returned, and the diminished value may be deducted. The customer is informed in writing, with the reasons and evidence for the finding.

14.6. Exceptions to the right of withdrawal (Article 16 of OUG No. 34/2014):

• products that are personalised or made to the consumer's specifications (for example engraved products, cut-out name plates);
• products sold by length and cut to the size requested by the consumer (for example chain on the reel, wire).

14.7. Customers with a history of repeated returns (more than 3 returns in 12 months) may be subject to additional checks, without this affecting the exercise of the legal right of withdrawal.

15. Wallet

15.1. The Wallet is a balance in lei linked to the customer account, which can be used as a means of payment, in whole or in part, for orders on Margelatu.eu.

15.2. The balance may come from refunds for which the customer has expressly chosen the Wallet, from amounts paid for orders that were not accepted or were cancelled, or from credits offered by Margelatu.eu (promotions, commercial compensation).

15.3. A refund is made to the Wallet only with the customer's express consent or if the amount was originally paid from the Wallet. The balance originating from amounts paid by the customer may be requested in money at any time, by bank transfer, within a maximum of 14 days of the request.

15.4. Credits offered free of charge by Margelatu.eu cannot be converted into money and may have an expiry date, communicated when they are granted.

15.5. The balance does not bear interest and cannot be transferred to another customer's account. When the account is closed, the balance originating from amounts paid by the customer is refunded by bank transfer.

16. Business customers (legal entities, PFA, sole proprietorships)

16.1. When placing an order, business customers enter the entity's billing data (name, tax ID (CUI), Trade Register number, registered office). The invoice is issued on the basis of the data entered; requests for subsequent changes are assessed within the limits of tax legislation.

16.2. The provisions reserved by law for consumers do not apply to business customers: the right of withdrawal (section 14), the legal guarantee of conformity provided for by Government Emergency Ordinance (OUG) No. 140/2021 (section 18), ADR procedures (section 21) and points 12.2–12.4.

16.3. Conforming products may be returned by business customers only with the prior written consent of Margelatu.eu. For non-conforming products, the provisions of the Romanian Civil Code on the seller's warranty apply.

16.4. In relations with business customers, the risk passes to the customer when the parcel is handed over to the courier, unless otherwise agreed.

16.5. Special commercial terms (volume discounts, payment terms) are established by separate agreement.

17. Products, information and weight

17.1. The Administrator makes efforts to ensure the accuracy of the information, but errors may occur, and specifications may be changed by manufacturers without prior notice.

17.2. Images are for information purposes. Colour shades may be perceived differently depending on the screen used.

17.3. Weight of products sold by the piece. These products have an indicative weight, and the price is per piece (point 10.3). The weight displayed on the product page is that of the piece photographed. Due to the production process, the piece delivered may differ in weight by up to ±15% from the displayed weight. A difference within this tolerance does not constitute a lack of conformity. The stated fineness of the precious metal (for example Ag 925, Au 585) is not subject to this tolerance.

17.4. The products sold are intended for craft processing and are not finished products.

18. Legal guarantee of conformity and claims

18.1. Products sold to consumers benefit from the legal guarantee of conformity provided for by Government Emergency Ordinance (OUG) No. 140/2021. For a non-conforming product, the consumer may request its repair or replacement and, if these are not possible or proportionate, a price reduction or termination of the contract with a refund of the price.

18.2. Claims regarding non-conformity are sent to support@margelatu.eu and include the order number, a description of the problem and, where possible, photographs of the product and of the packaging. For claims regarding weight, we recommend a photograph of the product on a scale, together with the label or packaging received.

18.3. For verification purposes, Margelatu.eu may ask for the product concerned to be returned. For consumers, the verification and the remedial measures for a confirmed lack of conformity are free of charge, including the cost of transport.

18.4. Claims regarding products missing from a parcel are checked on the basis of the order preparation records (point 12.6), the parcel weight recorded by the courier and, if available, the report drawn up with the courier (point 12.5).

18.5. Margelatu.eu responds to claims without undue delay. The checks under this point do not limit the consumer's rights under OUG No. 140/2021.

19. Fraud and security

19.1. Any attempt at fraud or abusive use of the Site is investigated. The Administrator may suspend accounts, refuse future orders in accordance with section 8 and report the matter to the competent authorities (ANPC, Police, Public Prosecutor's Office, DIICOT).

19.2. Using false or borrowed identities, submitting complaints based on untrue facts and demanding money or other advantages accompanied by threats may constitute criminal offences and may be reported to the criminal investigation authorities. Margelatu.eu reserves the right to seek full compensation for the damage caused.

19.3. The customer's good-faith exercise of legal remedies is not considered fraud or abuse (point 6.2).

20. Limitation of liability

20.1. The Administrator is not liable for indirect or consequential damage, for losses resulting from the use of or inability to use the Site, or for technical errors, interruptions or the temporary unavailability of the Site.

20.2. The Administrator's liability is limited to the maximum extent permitted by Romanian law. No provision of this document limits the consumer rights provided for by mandatory legislation in force.

21. Alternative dispute resolution (ADR / ANPC)

21.1. In accordance with Government Ordinance (OG) No. 38/2015, consumers may use alternative dispute resolution procedures. The competent ADR entity is the Alternative Dispute Resolution Directorate within ANPC (the Romanian National Authority for Consumer Protection), with online complaints at https://reclamatiisal.anpc.ro.

21.2. Consumers may also contact the National Authority for Consumer Protection at www.anpc.ro or by telephone on 021 9551.

22. Applicable law and dispute resolution

22.1. This document is governed by Romanian law. Any disputes are first settled amicably and, failing that, by the competent courts in Romania.

22.2. For consumers residing in other EU Member States, this clause does not deprive them of the protection afforded by the mandatory provisions of the law of their state of residence.

23. Service availability

23.1. The Administrator may change the structure of the Site or temporarily or permanently interrupt the services without prior notice, but makes reasonable efforts to ensure continuity of service.

24. Contact

For questions, complaints or requests regarding this document:

• email: support@margelatu.eu
• contact form: www.margelatu.eu/en/contact
• postal address: SC Sita Ram SRL, Bulevardul Nicolae Titulescu nr. 4, birou 60, Cluj-Napoca, Cluj County, postal code 400420

Annex – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To SC Sita Ram SRL, Bulevardul Nicolae Titulescu nr. 4, birou 60, Cluj-Napoca, Cluj County, 400420, email support@margelatu.eu:

• I hereby give notice that I withdraw from my contract for the sale of the following products: …
• Order number: …
• Ordered on: … / received on: …
• Name of consumer: …
• Address of consumer: …
• IBAN for refund (only for orders paid cash on delivery): …
• Signature of consumer (only if this form is submitted on paper): …
• Date: …

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