Order Cancellation and Withdrawal Policy

Last updated: 31.08.2026

This policy forms an integral part of the Terms and Conditions of neat-society.com, operated by MPR GROUP S.R.L., J26/970/2023, tax ID RO48381201, Str. Borzești no. 12/A, Târgu Mureș, Mureș County, Romania, e-mail contact@mprfamily.com, phone +40 730 711 870.

A. CANCELLING AN ORDER BEFORE DISPATCH

You can cancel an order free of charge at any time before the parcel is handed to the courier.

How: e-mail contact@mprfamily.com with the subject "Cancel order [order number]", or call +40 730 711 870.

If you paid online, we refund within a maximum of 14 days of cancellation, using the same payment method you used to pay.

If the parcel has already been dispatched, your request is treated as a withdrawal from the contract under section B.

We may also cancel an order in the situations set out in clause 6 of the Terms and Conditions (stock unavailable, age cannot be confirmed, suspected fraud, obvious pricing error), refunding in full any amounts received.

B. RIGHT OF WITHDRAWAL (14 DAYS)

B.1. Who it applies to

The right of withdrawal belongs to consumers — natural persons buying for purposes outside their trade or profession — under Romanian Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with traders, as amended, including by Emergency Ordinance no. 18/2026.

Companies and sole traders buying for business purposes do not benefit from this statutory right.

B.2. The deadline

You have the right to withdraw from the contract within 14 calendar days, without giving any reason and without penalty.

The period starts on the day you, or a third party indicated by you other than the carrier, take physical possession of the goods. For orders delivered in separate shipments, it starts when you receive the last item.

To meet the deadline it is enough to send us your withdrawal notice before the 14 days expire.

B.3. How to withdraw — the online withdrawal function

📌 In accordance with Article 11¹ of Emergency Ordinance no. 34/2014, we provide an online withdrawal function that is accessible directly from the Site.

Button: "WITHDRAW FROM CONTRACT" — available in the footer of every page, in your account, and in your order confirmation e-mail. 🔗 https://neat-society.com/withdraw-from-contract/

Through this function you can submit your withdrawal declaration by entering:

the order number and order date;
your name and address;
your e-mail address;
the products you are withdrawing from (all or part of the order, with quantities);
the date of completion.

After you press the confirmation button "Confirm withdrawal", we send you without undue delay, on a durable medium (e-mail), an acknowledgement of receipt containing the content of your declaration together with the date and time it was submitted.

Other ways, if you prefer:

e-mail contact@mprfamily.com with a clear statement of withdrawal;
the model form in section D below, sent by e-mail (using it is optional);
any other unequivocal statement of your decision to withdraw.

The burden of proof for exercising the right of withdrawal lies with you.

B.4. Returning the goods

Send the goods back without undue delay and within 14 days at the latest from the day you told us you were withdrawing.

Return address: MPR GROUP S.R.L., Str. Borzești no. 12/A, Târgu Mureș, Mureș County, Romania

You bear the direct cost of returning the goods, unless the item delivered was incorrect, damaged or not as described.
Goods must be returned sealed, with the original packaging and label intact, packed so they survive transit. Bottles returned unsealed, or damaged because of inadequate packing, may not be accepted in full.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In that case we may deduct a proportionate amount from your refund.
We do not accept parcels sent cash-on-delivery.

B.5. Refunds

We refund all payments received from you, including the cost of standard delivery, within a maximum of 14 days from the day we are informed of your decision to withdraw.

Refunds are made using the same payment method you used, unless you expressly agree otherwise; we do not charge any fee for refunds.
If you chose a delivery method more expensive than our standard delivery, we refund the standard delivery cost only.
We may withhold the refund until we have received the goods back, or until you supply proof of having sent them, whichever is earlier.

B.6. Exceptions to the right of withdrawal

Under Article 16 of Emergency Ordinance no. 34/2014, the right of withdrawal does not apply to, among others:

goods made to the consumer's specifications or clearly personalised (for example engraved bottles, personalised labels, personalised gift packs);
sealed goods which are not suitable for return for health protection or hygiene reasons, and which were unsealed after delivery;
goods liable to deteriorate or expire rapidly;
goods which, after delivery, are inseparably mixed with other items;
beverages whose delivery is to take place after 30 days and whose actual value depends on market fluctuations outside the trader's control;
activated gift cards or vouchers, on the conditions stated at the time of purchase.

C. WRONG, DAMAGED OR FAULTY GOODS

If you received the wrong item, a damaged item or one that is not as described, you do not need the withdrawal procedure: write to contact@mprfamily.com within 24 hours of delivery for transit damage (with photographs and, where applicable, the damage report drawn up with the courier), or at any time within the statutory guarantee period for a lack of conformity under Law no. 140/2021.

In these cases we cover the full cost of the return, and you can choose between a replacement and a full refund.

D. MODEL WITHDRAWAL FORM

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

To: MPR GROUP S.R.L., Str. Borzești no. 12/A, Târgu Mureș, Mureș County, Romania, e-mail: contact@mprfamily.com

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

Order number: .................................... Ordered on: ................ / Received on: ................ Consumer's name: .................................... Consumer's address: .................................... E-mail / phone: .................................... IBAN for refund (if payment was made cash on delivery): ....................................

Consumer's signature (only if this form is sent on paper): .................. Date: ..................

E. COMPLAINTS AND DISPUTE RESOLUTION

ANPC (Romanian consumer protection authority): www.anpc.ro
ADR – alternative dispute resolution: anpc.ro/ce-este-sal/
ODR – European online dispute resolution platform: ec.europa.eu/consumers/odr