Returns policy

Last updated: 27 September 2026.

This document forms part of the Terms and conditions and applies to consumer sales made by Fenix Accent Consulting S.R.L. through the shop dha-core.com.

Want to withdraw from the contract? Fill in the online withdrawal form and you get a confirmation by email straight away.

1. The 14-day right of withdrawal

If you are a consumer, you have the right to withdraw from the contract without giving any reason, within 14 calendar days, in accordance with Emergency Ordinance no. 34/2014.

The period runs from the day on which you, or a person designated by you other than the courier, take physical possession of the product. If you ordered several products delivered separately, the period runs from receipt of the last one.

2. The exception for sealed products

This is the important part, and we say it before you order, not after.

Food supplements are sealed goods which cannot be returned for health protection and hygiene reasons. In accordance with art. 16 (e) of Emergency Ordinance no. 34/2014, the right of withdrawal no longer applies once the bottle has been unsealed.

The returned product must be in the same condition in which you received it, with the packaging and label intact. You may open the shipping box to inspect the product, just as you would in a physical shop.

3. How to return

1. Tell us within the 14 days, by an unequivocal statement, at customer@dha-core.com. The simplest way is the online withdrawal form, which sends you a confirmation straight away. You can also use the template in section 4 or write in your own words. Include your order number.
2. We confirm receipt by email and send you the return address.
3. You send the product within 14 days at the latest from the date you told us. What counts is the date of dispatch, not the date it reaches us.
4. We check and refund in accordance with section 6.

Keep proof of dispatch. Without it we cannot trace the parcel if it is lost on the way.

4. Withdrawal form

Online: fill in the withdrawal form. By email: copy the template below, fill it in and send it to customer@dha-core.com. Using the template is optional.

5. Who pays for shipping

• Withdrawal within 14 days, on your own initiative — you bear the cost of the return.
• Wrong, damaged or non-conforming product — we bear the full cost of the return.

If your order included free shipping and you withdraw, we refund the value of the products and the standard delivery cost we bore, in accordance with art. 13 (2) of Emergency Ordinance 34/2014. If you chose a more expensive delivery than the standard one, the difference is not refunded.

6. When you get your money back

We refund within a maximum of 14 days from the date we were informed of the withdrawal. We may withhold payment until we receive the product back or until you prove you have sent it, whichever comes first.

The money goes back by the same means you paid by, unless we agree otherwise. If you paid cash on delivery, we ask you for an IBAN. The refund costs you nothing.

If the product comes back with signs of use beyond simple inspection, we may withhold an amount proportionate to the reduction in value.

7. Wrong, damaged or non-conforming product

If you received something other than what you ordered, a bottle damaged in transit, with a broken seal or past its best-before date, tell us within 48 hours of receipt, with a photograph of the product and the packaging.

We resolve it by replacement or by a full refund, at your choice, and we bear all shipping costs. These situations do not fall under the exception in section 2.

Liability for lack of conformity is as provided by Law no. 296/2004 (the Consumer Code) and by Emergency Ordinance no. 140/2021. For a food supplement, liability is limited by the best-before date printed on the packaging.

8. Returning multi-bottle packs

If you ordered a pack, the exception in section 2 applies bottle by bottle, not to the order as a block.

For a partial return, tell us within the same 14 days and say how many bottles you are sending back. If the price per bottle depended on the pack size, we recalculate the remaining amount at the price matching the quantity you keep.

There is no subscription, recurring payment or automatic renewal, so there is nothing to cancel: each order stands alone.

9. Complaints

Write to us first, at customer@dha-core.com. We reply within 30 days at the latest.

If we do not reach a solution, you can contact:

• ANPC — anpc.ro
• ADR, alternative dispute resolution — anpc.ro/ce-este-sal
• ODR, the European platform — ec.europa.eu/consumers/odr