Terms and Conditions
Last updated: 18 September 2026.
These Terms and Conditions for the use of the online store www.nemo.md apply to orders for the purchase of the products/services offered by the company ALTOS PLUS SRL through the website.
For proper use of the website, we recommend that you carefully read the Terms and Conditions presented herein. We may update these Terms and Conditions — for example, when the legislation, the payment methods or the delivery conditions change. The new version is published on this page, with the date of the update, and applies only to orders placed after its publication.
1. GENERAL PROVISIONS
This website is owned by ALTOS PLUS SRL. When placing an order in the online store, the Buyer accepts the Terms and Conditions for the sale of goods/products and/or the provision of services which are based on the legislation of the Republic of Moldova (hereinafter referred to as the Terms and Conditions) set out below.
Use of the website implies acceptance of the Terms and Conditions proposed by ALTOS PLUS SRL, in accordance with Law No. 284/2004 on Electronic Commerce. The relationship between the customer and the seller is governed by Law No. 105/2003 on Consumer Protection, by the Civil Code of the Republic of Moldova (the provisions on online sales) and by other applicable normative acts.
Each order is governed by the Terms and Conditions in force at the time it is placed. We recommend that the Buyer consult them before each order.
2. PERSONAL DATA PROTECTION
By using the website www.nemo.md, you automatically consent to the collection and processing of the personal data necessary for the processing/confirmation/fulfilment of orders.
Personal data are processed only for legitimate purposes, such as supplying the products you order, promotions, Google Analytics, cookies and newsletter notifications.
All information containing personal data is stored and used only for the period necessary to achieve the purposes for which it was collected and in accordance with the provisions of Law No. 195/2024 on Personal Data Protection.
We use commercial security measures to prevent unauthorised access, maintain the accuracy of the data and ensure the proper use of the information on the website. The transmission of data over the internet or via wireless networks cannot be fully protected. Therefore, like other companies, we cannot guarantee the security of the information provided by the Buyer, who accordingly does so at their own risk.
3. PLACING AND PAYING FOR THE ORDER
Orders may be paid for on receipt — in cash or by card, to the courier or in the store — or online, by payment card. Upon receipt of the order you will be given the fiscal receipt confirming the payment.
Online payment is made under conditions of maximum security, using as a payment instrument the payment card, which allows online transactions to be carried out. After making the payment, you will receive a payment confirmation at your email address.
The payment processor uses a secure system based on the latest version of the 3D-Secure security standard, which represents a new global approach to authenticating buyers in secure online transactions. This security measure involves redirecting the user, at the moment of payment, to a secure maib page, where each cardholder is authenticated by means of a one-time code assigned for each online transaction.
For online card payments, refunds are made only to the payment card that was used for the purchase. For orders paid for on receipt, the refund is made by bank transfer or in cash, at the Buyer’s choice, with no fees charged to the Buyer.
To make a payment, you will need to enter your bank card details. This information is transferred in compliance with all the necessary security measures. The information is transmitted in encrypted form and is stored only on a specialised server of the payment system.
The following details will be requested in order to make the payment:
- Card number (16 digits)
- Expiry date (month and year)
- CVC or CVV code (3 digits)
- First and last name as shown on the payment card
If the currency of the card differs from the currency of the transaction (MDL), the terms of the issuing bank will apply to the conversion of the amount debited from the card account.
4. DELIVERY OF PRODUCTS / GOODS / SERVICES
After the order has been placed, the Buyer is provided with information on the expected date on which the order will be handed over by the couriers / delivery service.
Delivery within the city of Chișinău is carried out within 1–2 working days of confirmation of the order by our operators. Deliveries are made from 9:00 to 18:00 and are free of charge for orders of at least 1000 MDL; for orders of a lower value, a delivery fee of 100 MDL applies (which will be included in the total amount of the transaction/order).
Delivery within the rest of the territory of the Republic of Moldova, including the suburbs of the municipality of Chișinău, is carried out within 2–4 working days of confirmation of the order by our operators. Deliveries are made from 9:00 to 18:00 and are free of charge for orders of at least 2000 MDL; for orders of a lower value, a delivery fee of 150 MDL applies (which will be included in the total amount of the transaction/order).
Deliveries are made from Monday to Saturday, between 9:00 and 18:00. No deliveries are made on Sundays or on national public holidays.
The delivery time may be extended in certain isolated situations (for example: unfavourable weather conditions, statutory holiday periods, unforeseen technical problems, etc.). We will notify you in advance if we encounter one of these isolated situations.
The order may be collected free of charge from our stores — the list of stores is available on the Delivery and payment page. Large products (refrigerators, washing machines, TVs and other large home appliances) are delivered to the home address only.
You may choose any delivery address in the localities of the Republic of Moldova served by the courier service (the locality is selected from the list at checkout) – your home, your office or any other address, at no additional charge. We do not deliver outside the Republic of Moldova. We accept a single delivery address for each order. If you need the order to be delivered to different addresses, please place separate orders for each address.
Upon receipt of the products, please check, in the presence of the courier, the integrity of the packaging and the presence of the fiscal receipt, and report on the spot any visible damage to the packaging. Damage caused during transport and discovered after unpacking is to be reported to the Seller as soon as possible, preferably together with photographs. This provision does not limit the 14-day right of return or the Buyer’s rights under the legal guarantee of conformity.
5. RIGHT OF RETURN
5.1. A Buyer who is an individual (consumer) and bought online has the right to return the product and get a refund, without giving any reason, within 14 days from the day on which the Buyer, or a person indicated by the Buyer other than the carrier, receives the product; if the products in one order are delivered separately, the period runs from the receipt of the last product. In law, this right is called the “right of withdrawal” (Civil Code, art. 1052–1065). The time limit is met if the return notice is sent before the period expires. The right applies to all products, including electronics and home appliances, with the exceptions set out in point 5.7.
5.2. Return notice. The Buyer tells ALTOS PLUS SRL (Chișinău, 53 Valea Dicescu St., office 1) that the product is being returned, by any clear message: by telephone at 0 (69) 229 229, by email at info@nemo.md, by letter to the above address, or by using the returns form (the standard form provided for in Annex No. 6 to Law No. 1125/2002), available on the Returns page. The order number and the returned products are to be indicated.
5.3. Handing over the product. The product is to be handed over within 14 days of the return notice at the latest; the time limit is deemed to be met if the product is sent before the 14 days expire. We recommend handing it over in person — at one of our stores or at the exchange and returns point referred to in point 5.8 — where the product is checked in the Buyer’s presence and a handover form is filled in, of which the Buyer keeps a copy. The product may also be sent; the direct cost of returning it is borne by the Buyer. Large products (refrigerators, washing machines, TVs etc.) are collected by the Seller from the Buyer’s home, on an agreed date; the cost of collection — 100 MDL in the city of Chișinău and 150 MDL in the rest of the country — is deducted from the refunded amount. The Buyer may also bring the product in person, at no cost.
5.4. Condition of the product. The Buyer may open the packaging and examine the product in the same way as would be allowed in a store. The product is to be returned complete, with all its accessories. If the product has been used beyond what is necessary to establish its nature, characteristics and functioning, or if it shows damage, the Seller may reduce the refunded amount in proportion to the decrease in value (Civil Code, art. 1064).
5.5. Refund. The Seller refunds all the amounts received, including the cost of standard delivery, within 14 days of the return notice at the latest; the refund may be postponed until the product is received or until proof that it has been sent is provided, whichever occurs first, except for products collected by the Seller. If only part of an order is returned, the price of the returned products is refunded; the delivery cost is refunded only if the whole order is returned.
5.6. Method of refund. For online card payments, the money is refunded to the card used for the purchase. For orders paid for on receipt, the money is refunded by bank transfer or in cash, at the Buyer’s choice, with no fees charged to the Buyer.
5.7. Exceptions (Civil Code, art. 1065). The right of return does not apply to: products delivered sealed which cannot be returned for hygiene or health protection reasons and which have been unsealed by the Buyer; audio/video recordings and computer software delivered sealed, which have been unsealed after delivery; products made to the Buyer’s specifications or clearly personalised; digital content which is not supplied on a tangible medium (for example, a licence key sent electronically), if the supply has begun with the Buyer’s prior express consent and after the Buyer has confirmed that the right of return is thereby lost.
5.8. Exchange and returns point: Chișinău, 53 Valea Dicescu St., office 1; tel. 0 (69) 229 229; email info@nemo.md; Monday–Friday, 9:00–18:00. The right to have a product of appropriate quality replaced, provided for by art. 26 of Law No. 105/2003, may also be exercised here, under the conditions laid down by law.
5.9. If the product has a defect, the Buyer has, in addition to the right of return provided for in this section, the rights arising from the warranty — see section 6. The existence of a defect does not limit the right of return.
5.10. Company contact details in case of return: 0 (69) 229 229, info@nemo.md. Time limit for processing the return request: at most 14 days from the return notice. For online card payments, the funds are refunded only to the card used for the purchase.
6. WARRANTY AND COMPLAINTS
For products with a commercial warranty, its period is the one stated in the warranty certificate, which the Buyer receives on paper, together with the product, or in electronic format, by email. The commercial warranty does not affect the rights of a Buyer who is a consumer arising from the legal guarantee of conformity provided for by Law No. 105/2003 on Consumer Protection.
Complaints regarding defects are submitted by telephone at 0 (69) 229 229 or by email at info@nemo.md and are resolved within 14 calendar days at most from the handing over of the product; any refusal is communicated in writing. The procedure is described on the Warranty page.
7. PRIVACY POLICY
In accordance with the provisions of Law No. 195/2024 on Personal Data Protection, the service provider processes personal data. Personal data are processed in good faith, on a legal basis and in accordance with the legal provisions. The processing of personal data is carried out by mixed means (automated and manual), in compliance with legal requirements and under conditions ensuring security, confidentiality and respect for the rights of the data subjects.
The Provider collects and processes only the personal data supplied by consumers when placing an order: first name, last name, telephone number, address, postal address.
Personal data are used exclusively for the purpose of administering the website, granting access to specific information, delivering orders or contacting the consumer for the purpose of carrying out the delivery. By this notice, users and consumers acknowledge that their personal data (first name, last name, telephone number, address, postal address) will be processed and used. The service provider processes the personal data of users and consumers supplied through browsing, using and registering on the website www.nemo.md. Any information provided by the users and consumers of the website www.nemo.md shall be deemed to constitute, and shall represent, their express consent for their personal data to be used by the Provider.
The Provider will not disclose to any third party any of the data it holds without the consent of the data subjects, and will not sell, exchange or divulge such data to other persons, except as provided for by the legislation in force (at the request of public state institutions, law enforcement bodies and courts of law, which are likewise authorised to process personal data).
Personal data may also be processed and used by the Provider for statistical purposes and for subsequent promotional purposes.
The service provider complies with the personal data security requirements and ensures the protection of consumers’ data, safeguarding them against loss, destruction, distortion/falsification or disclosure to third parties.
The employees of the service provider are obliged to maintain the confidentiality of consumers’ personal data. The processing of personal data shall be carried out by the Provider’s authorised person.
The Provider uses security methods and technologies in accordance with the legal provisions in force.
The Provider does not collect information relating to transactions, such as the card number, expiry date or country of origin.
For further details and information, any interested person may contact us by email at info@nemo.md or by telephone at 0 (69) 229 229.
8. CONTACT DETAILS
Legal name of the company: ALTOS PLUS SRL
IDNO: 1004600054947
Address: Chișinău, 53 Valea Dicescu St., office 1
Contact telephone: 0 (69) 229 229
Contact email: info@nemo.md