Returns
Changed your mind? You have 14 days
You bought online, as a private individual, so you have the legal right to cancel your purchase within 14 days of receiving the product, without telling us why (Civil Code, art. 1059–1065). If the products in your order arrived in several parcels, the period is counted from the day you receive the last one. If your order has several products, you can also return only some of them.
What to do
- Let us know. The fastest way: call 0 (69) 229 229. You can also do it in writing, at info@nemo.md — in your own words or with the returns form (PDF; using it is not mandatory). Tell us your order number and the product you are returning.
- Bring us the product no later than 14 days after you let us know.
- The easiest way — in person, at any of our stores or at the central warehouse: we check it on the spot together with you and fill in a handover form (in Romanian); you keep a copy. If you like, you can download the form and fill it in beforehand.
- By courier — this is possible; you pay for the transport. Pack the product well, so that it reaches us in the condition in which you received it. It is enough to send it before the 14 days are over.
- You get your money back. Usually within 3–5 working days after the product reaches us; by law, no later than 14 days after you let us know. If the product has not reached us yet, we may wait until we receive it or until you send us proof that you have sent it.
- You return the whole order → you get back everything you paid, including standard delivery.
- You return only part of it → you get back the price of the returned products; the delivery cost is not refunded.
Large products (refrigerators, washing machines, TVs etc.) — we collect them from your home, on a date agreed with our operator. Collection costs the same as a delivery — 100 MDL in the city of Chișinău, 150 MDL in the rest of the country (including the suburbs of the municipality) — and we deduct this amount from the money we refund to you. You can also bring the product to our warehouse yourself — then you pay nothing.
Our exchange and returns point: Chișinău, 53 Valea Dicescu St., office 1 · 0 (69) 229 229 · info@nemo.md · Mon–Fri 9:00–18:00.
What condition the product must be in
You can open the packaging and try the product just as you would in a store. Return it complete, with all its accessories. If you still have them, also bring the original packaging and the fiscal receipt — they help us, but they are not mandatory: we find your order by its number. If you used the product more than was needed to try it, or you damaged it, we may keep part of the amount — as much as the value of the product has decreased.
How you get your money back
- Did you pay online by card? The money goes back to the same card (your bank may need a few days before you see the amount in your account).
- Did you pay on delivery? We refund you by bank transfer or in cash — whichever suits you.
What you cannot return just because you changed your mind
By law (Civil Code, art. 1065), you cannot return:
- products that come with a hygiene seal, if you have broken the seal — for example some shavers, epilators, electric toothbrushes or in-ear headphones. If the product has no such seal, or the seal is intact, you can return it;
- software and licences delivered on a sealed medium (box, card with a covered code), once unsealed;
- products made to order or personalised.
All other products — including electronics and home appliances — can be returned within 14 days.
Does the product have a defect?
In the first 14 days you can also return it and get your money back. In addition — also after the 14 days — you have the warranty: free repair or replacement and, in the cases provided by law — for example, if these are not possible — your money back. See the Warranty page.