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    Terms & Conditions – B2B Platform

    Complaints & Returns

    All complaints must be submitted exclusively by email to service@phonetastic.ro and must include:

    • Order number
    • Detailed description of the issue
    • Clear photos and/or videos, where applicable

    Response time:
    We aim to respond within 3–5 calendar days from receipt of a complete request. This timeframe may be paused if additional information or documentation is required.

    Eligible Returns

    Returns are accepted only in the following situations:

    • DOA (Dead on Arrival) products
    • Products damaged during transport
    • Visible packaging damage at delivery that may affect product integrity
    • Incorrect or non-conforming items compared to the original order

    ⚠️ Returns due to change of mind, overstock, unsold goods, or customer preference are strictly not accepted.

    All return requests must be submitted within a reasonable timeframe after delivery and must be approved in writing by Phonetastic prior to shipment.

    Resolution Options

    Depending on the validation of the complaint, one of the following solutions may be offered:

    • Product replacement
    • Technical support or repair
    • Refund
    • Credit note

    Return Shipping Costs

    • The customer is responsible for shipping the product back to us.
    • If the complaint is validated, Phonetastic will cover the cost of sending the repaired or replacement product back to the customer.

    Warranty & Technical Support

    • All products are EU specification and fully compatible with European standards.
    • B2B Warranty: 12 months, starting from the invoice date.
    • Warranty service is primarily provided through authorized local service centers in the country of sale.
    • If local service is unavailable, the case must be escalated to service@phonetastic.ro for further assistance.

    Delivery & Logistics

    Express Delivery

    • Orders €0 – €10,000 → €25
    • Orders €10,001 – €25,000 → €35
    • Orders €25,001 – €35,000 → €50
    • Orders €35,001 – €50,000 → €70
    • Orders above €50,000 → Free

    Standard Delivery

    • Orders above €5,000 → Free
    • Orders below €5,000 → €10 fixed cost

    General Information

    • All orders are shipped from our central warehouse in Romania.
    • Available options:
      • Standard delivery
      • Express delivery
      • Warehouse pickup (for local partners)
    • No minimum order value required.

    Customer Accounts

    By registering a company account, partners gain access to:

    • Live stock and pricing feeds (CSV / XML)
    • Real-time order tracking and order history
    • Multiple shipping addresses
    • Saved Wish List
    • Invoice access at any time

    Contact Information