Return Policy
Return and Refund Policy
At RESQ SAFETY SOLUTIONS SRL, we aim to provide a safe and transparent shopping experience.
We offer a return period of up to 30 days from the date on which you, or a person designated by you, receive the product.
This 30-day commercial return policy does not limit or affect any statutory rights available to consumers under applicable law.
1. Statutory Right of Withdrawal – 14 Days
If you are a consumer and purchased the product online, you generally have the right to withdraw from the contract within 14 days of receiving the product, without having to provide a reason, subject to the exceptions provided by applicable law.
To exercise your right of withdrawal, you may contact us at:
You may also use the withdrawal function available on the Site, where available for your order.
Simply communicating your decision to withdraw within the statutory period is sufficient to exercise this right. Our prior approval is not required.
After notifying us of your withdrawal, the product must be returned without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
2. Commercial Return Policy Between Days 15 and 30
In addition to your statutory right of withdrawal, RESQ SAFETY SOLUTIONS SRL allows you to request a return for up to 30 days from the date you receive the product.
For returns requested after the statutory 14-day withdrawal period has expired and up to day 30, the product must:
be unused;
be undamaged;
be complete and in the same condition in which it was delivered;
be in its original packaging;
have all seals and protective packaging intact;
include all accessories, masks, instructions and other items supplied with it.
We reserve the right to refuse a return made under our additional commercial return policy between days 15 and 30 if these conditions are not met.
These conditions apply only to the additional commercial return policy offered by us and do not limit any mandatory statutory consumer rights.
3. Sealed Products and Masks
For health protection and hygiene reasons, certain ResQ components are supplied in protective packaging or with protective seals.
Under applicable law, the right of withdrawal may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they have been unsealed by the consumer.
In particular, ResQ masks must remain in their original sealed hygienic packaging.
If the seal or hygienic packaging of a mask has been opened, that component may no longer be eligible for return where the applicable legal requirements for this exception are met.
This rule does not limit your rights if the product is defective, non-conforming or was incorrectly delivered.
4. How to Request a Return
To initiate a return, please contact us at:
We recommend including:
your name;
your order number;
the email address or telephone number used for the order;
the reason for the return, if you wish to provide one.
When exercising your statutory right of withdrawal, you are not required to provide a reason.
After receiving your request, we will provide you with the return facility address and the necessary instructions for sending the parcel.
Please do not send products to our registered office unless we have expressly instructed you to use that address for the return.
5. Return Shipping Costs
In the case of a standard withdrawal from the contract, the direct costs of returning the product are borne by the customer, unless we inform you that we will cover these costs or applicable law provides otherwise.
The customer is responsible for properly packaging the product and ensuring that the return shipment is sent safely.
We recommend using a shipping service that provides a tracking number and keeping proof of shipment until the return has been completed.
If the product is defective, non-conforming, damaged upon delivery, or if we sent you a product different from the one ordered, the costs necessary to remedy the situation will be borne by RESQ SAFETY SOLUTIONS SRL in accordance with applicable law.
6. Refunds
Once we receive the returned product, it will be inspected.
When you exercise your statutory right of withdrawal, we will refund all amounts due under applicable law without undue delay and, in any event, within the statutory deadline.
Where required by law, the refund will also include the cost of the standard delivery method paid for the original order.
If you selected a delivery method that was more expensive than the standard delivery option offered by us, the additional delivery cost is not refundable to the extent permitted by law.
We may withhold the refund until we have received the returned products or until you provide evidence that the products have been sent back, whichever occurs first.
Refunds will generally be made using the same payment method used for the original transaction, without additional charges to the customer.
For orders paid by cash on delivery, the refund may be made by bank transfer. In this case, we will request the banking information necessary to process the refund.
After we issue the refund, the time required for the funds to appear in your account may depend on your bank, payment processor or card issuer.
7. Diminished Value of the Product
When exercising the statutory right of withdrawal, the consumer may be responsible for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product, in accordance with applicable law.
This provision will not be applied in a manner that prevents or discourages consumers from exercising their statutory right of withdrawal.
8. Damaged, Defective, Incomplete or Incorrect Products
Please inspect your parcel and products after receiving your order.
If a product is defective, damaged, non-conforming, an item or accessory is missing from your order, or you received a different product from the one ordered, please contact us as soon as possible at:
We will review the situation and provide the appropriate remedy in accordance with applicable statutory conformity guarantee laws.
Depending on the circumstances and the conditions provided by law, consumers may be entitled to repair or replacement of the product, an appropriate price reduction, or termination of the contract.
These rights are separate from our voluntary 30-day return policy.
9. Products That Cannot Be Returned
The following products may not be returned under our commercial return policy, where applicable:
products that have been used, damaged or modified by the customer;
products with missing components, accessories or packaging elements;
sealed products or components that are not suitable for return due to health protection or hygiene reasons after being unsealed, to the extent permitted by law;
personalized products or products made according to the customer's specifications, where applicable.
Nothing in this section limits the consumer's statutory rights in relation to defective or non-conforming products or any other rights that cannot legally be waived.
10. Discounted and Promotional Products
Products purchased during promotions, sales or at a discounted price benefit from the same statutory consumer rights as products purchased at full price.
Any special conditions applicable to a promotion cannot limit mandatory consumer protection rights provided by law.
11. Exchanges
If you would like a different product or product variant, please contact us at team@resq-europe.com.
Depending on the circumstances, we may arrange a direct exchange or ask you to return the existing product and place a new order.
The applicable procedure will be communicated to you by the RESQ team.
12. Contact
For any questions regarding returns, refunds, defective products or your order, you may contact us at:
RESQ SAFETY SOLUTIONS SRL
Email: team@resq-europe.com
Registered office: Sat Prejmer, Comuna Prejmer, Str. Uzinei nr. 836F, Brașov County, Romania