Returns policy

The right to return an item within 14 days without giving a reason applies only when the seller is a professional trader. Between two private individuals, the law does not provide it.

On Buy2Sell both private individuals and businesses sell. Each listing's page states what kind of seller it is, and a business profile shows its identification details. Check there before buying, if returns matter to you.

We do not hide this in small print, because it is exactly the thing people find out too late: a phone bought from a private individual cannot be sent back simply because you changed your mind.

• ◆You have 14 days from receiving the item to withdraw, without giving a reason (Romanian GEO 34/2014).
• ◆You notify the seller by message on the platform or through a complaint, within those 14 days.
• ◆You send the item back within 14 days of that notice, in the condition you received it.
• ◆The seller refunds you, including the standard outbound shipping cost, within 14 days of receiving the item.
• ◆You pay for return shipping, unless the seller stated otherwise in the listing.

The exceptions in the law still apply: customised goods, sealed goods unsealed for hygiene reasons, unsealed audio-video recordings, newspapers, perishable goods.

There is no no-reason withdrawal. There is, however, buyer protection, which covers the situations where something genuinely went wrong:

• ◆The parcel never arrived.
• ◆It arrived damaged.
• ◆The item is substantially different from what the listing said and showed.
• ◆You received something other than what you ordered.

In any of these cases, you open a complaint from the order page within 48 hours of delivery. The money is still with us at that point — it has not reached the seller — and stays held until it is decided.

A refund goes back the way the payment came. If you paid by card, the money returns to that card; we do not send it anywhere else, whoever asks.

A refund can be full or partial. A partial one is used when the item has a fault you keep — an undeclared scratch, say — and works out better for both sides than a full return.

The buyer protection fee is refunded in full if your complaint is upheld. If it is not, the fee is retained — it covered the very procedure you used.

You do not depend on them. The complaint is opened with us, not with the seller, and their silence does not block it: if they do not answer within the deadline in the Dispute resolution policy, we decide on what we have.

If you think our decision is wrong too, you can appeal it, and beyond that you may turn to the Romanian consumer authority (ANPC) or the EU ODR platform. Our contact for authorities is: suport@buy2sell.ro.