Return Policy

Want to return a product? Choose your situation:

• I no longer want the product – Withdraw from contract here
• The product is defective, damaged or not what I ordered – Report a problem with the product (see section 9)

This page covers two different arrangements: the statutory right of withdrawal, which applies for 14 days from receipt of the product (sections 1–6), and the Patrol Shop return, which we offer in addition between the 15th and the 30th day after receipt, under the conditions in section 7.

1. Statutory right of withdrawal – 14 days

If you are a consumer, meaning a natural person buying for purposes outside your trade, business or profession, and you concluded the contract at a distance (online, by phone or by e-mail), you have the right to withdraw from the contract within 14 calendar days without giving any reason, under Romanian Government Emergency Ordinance (OUG) No. 34/2014, which implements EU Directive 2011/83/EU on consumer rights.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the products. If an order contains several products delivered separately, the period runs from receipt of the last product.

For service contracts (for example, rooftop tent installation), the withdrawal period expires 14 days after the day the contract is concluded.

2. How to exercise the right of withdrawal

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement before the withdrawal period expires. You can do this:

• online, using the withdrawal form: Withdraw from contract here. After submitting it, you will receive an e-mail confirmation containing the details of your request and the date and time it was sent;
• by e-mail, to contact@patrolshop.ro;
• by post or courier, to the address in section 3.

If you need help filling in the form, you can contact us at +40 730 122 006, by phone or WhatsApp (Monday–Friday, 09:00–17:00, Romanian time).

You may use the model withdrawal form in section 10, but it is not obligatory. To help us identify your order, please give us the name, phone number or e-mail address used for the order, and the product or products you wish to return. You do not need the invoice – we have it on file.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

3. How to return the products

Please send back the products without undue delay and in any event no later than 14 days from the day on which you communicated your decision to withdraw. The deadline is met if you send back the products before the 14-day period has expired.

Return address:
METZKOV ENGINEERING SRL – Patrol Shop, Recepție retururi
Str. Valea Seacă nr. 1A (intrarea în complexul de depozite), Hala 2, parter
(aceeași locație cu adresa oficială: Str. Valea Seacă nr. 1, Hala 2, parter)
400279 Cluj-Napoca, jud. Cluj, Romania
Tel.: +40 730 122 006

Please copy the address exactly as written above. For reference: "Recepție retururi" = returns reception; "nr. 1A" is the entrance to the warehouse complex and the same location as our official address, nr. 1; "Hala 2, parter" = Hall 2, ground floor.

Cost of return. You bear the direct cost of returning the products.

Rooftop tents and awnings. These products are handed over by installation in our showroom. If you exercise the right of withdrawal, the product must be returned to our showroom, at the return address above. You may remove and transport it yourself or use a carrier of your choice; you bear the direct cost of the return. Because these products, by their nature and size, cannot normally be returned by post or standard courier, the cost of returning them by carrier is estimated at a maximum of approximately RON 1,000 within Romania; the actual cost depends on the carrier you choose and may be lower. If you ask us to remove the product, this is a separate service, charged separately.

Installation is a separate service. If it is fully performed before the withdrawal period expires, the right of withdrawal regarding the installation is lost only if performance began with your prior express consent and after you acknowledged that you lose the right of withdrawal once the service has been fully performed.

Transport:

• We recommend a courier service with a tracking number (AWB). Please e-mail us the tracking number after dispatch.
• If you use a carrier, the service you choose must actually deliver to the return address above. METZKOV ENGINEERING SRL does not collect parcels from post offices, lockers, pick-up points, agencies or carrier depots.
• Pack the product so that it is protected during transport, preferably in its original packaging, and include a note with your name and your order number or the phone number used for the order.
• Parcels sent cash on delivery are not accepted. Parcels sent with carriage payable by the recipient may be refused.

4. Condition of returned products

You may handle and inspect the product as you would in a shop, to establish its nature, characteristics and functioning. You are only liable for any diminished value of the products resulting from handling other than what is necessary for this inspection.

Mounting the product on a vehicle and using it go beyond such an inspection. The same applies to traces of mounting, wear, dirt, dents or scratches, to missing accessories, fasteners or documents, to removed identification labels and to damaged original packaging. In these cases, we will deduct the diminished value of the product from the refund.

The amount deducted will not exceed the actual and justified diminution in the product's value. In exceptional cases, the diminution may reach the full value of the product only if METZKOV ENGINEERING SRL can demonstrate that the actual diminution in economic value equals the full value of the product.

Before making the refund, we will inform you in writing of our findings, with photographs, and of the amount we intend to deduct.

Please return the product complete, with all the accessories it was delivered with (bolts, nuts, washers, fuses, instructions etc.).

5. Refund

We will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from the contract.

We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is the earliest.

We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

• Card payment: refunded to the same card.
• Bank transfer: refunded by bank transfer.
• Cash on delivery: refunded by bank transfer to the IBAN you provide. By providing the account details, you agree to this method of reimbursement.

6. Products and services excluded from the right of withdrawal

Under Article 16 of OUG No. 34/2014, the right of withdrawal does not apply, among others, to:

• products made to your specifications or clearly personalised (for example, products made or modified to dimensions or configurations you requested);
• products liable to deteriorate or expire rapidly;
• services (for example, rooftop tent installation) after they have been fully performed, if performance began with your prior express consent and after you acknowledged that you lose your right of withdrawal once the service has been fully performed.

7. Patrol Shop 30-day return

In addition to the 14-day statutory right of withdrawal, which is not affected in any way, Patrol Shop offers consumers the option to return products between the 15th and the 30th day after receipt, under the following conditions:

• the product is unmounted, unused and can be resold as new;
• it is complete, with all accessories, fasteners and documents;
• it is in its original, undamaged packaging, with the identification label intact;
• the request is registered within 30 days of receipt, and the product is sent to us within 14 days of the request;
• you bear the cost of return shipping, and the cost of the original delivery is not refunded;
• the refund is made within 14 days of our receipt and inspection of the product.

The request is made in the same way as a withdrawal (section 2), and the product is sent to the address and under the transport conditions in section 3.

The 30-day return does not apply to products identified and communicated to you as special-order products before you placed the order (on the product page or by our staff, for phone orders), or to the products and services in section 6. These exclusions apply only to the Patrol Shop 30-day return and do not affect the 14-day statutory right of withdrawal.

If the product does not meet the conditions above, we will contact you to arrange its return to you, at your expense.

8. Purchases made for professional purposes

The right of withdrawal under OUG No. 34/2014 applies to consumers. For purchases made for professional purposes, including orders invoiced to a company, a sole trader (PFA) or another professional, a return may be accepted only with our prior agreement, under the conditions we communicate at the time of the request. Please contact us before sending the product.

9. Defective products, products damaged in transit or delivered incorrectly

If a product is defective, damaged in transit or delivered incorrectly, you have the rights relating to the conformity of goods provided by OUG No. 140/2021, which implements EU Directive 2019/771. If you are also within the withdrawal period under OUG No. 34/2014, these rights do not prevent you from exercising your right of withdrawal.

Where transporting the product is necessary to bring it into conformity, METZKOV ENGINEERING SRL bears the necessary transport costs. Please do not send the product yourself before receiving our instructions; we will arrange the transport.

• Fill in the warranty form, with a description of the problem and photos of the product, the defect, the packaging and the parcel label. If the product has been fitted, please tell us on which vehicle and when it was fitted.
• For products damaged in transit, please let us know as soon as possible, ideally within 48 hours of receipt, with photos. This helps us recover the damage from the courier and does not affect your statutory rights.

More details are available on the Product warranty page.

10. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To METZKOV ENGINEERING SRL (Patrol Shop), Str. Valea Seacă nr. 1 (intrare nr. 1A), Hala 2, parter, 400279 Cluj-Napoca, jud. Cluj, Romania, e-mail: contact@patrolshop.ro

• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): ..................................................
• Ordered on (*)/received on (*): ..................................................
• Name of consumer(s): ..................................................
• Address of consumer(s): ..................................................
• Signature of consumer(s) (only if this form is notified on paper): ..................................................
• Date: ..................................................

(*) Delete as appropriate.

11. Company details and contact

METZKOV ENGINEERING SRL, VAT number RO44322040, Trade Register No. J2021002501120, registered office: Str. Valea Seacă nr. 1, Hala 2, parter, Cluj-Napoca, jud. Cluj, Romania.
Phone / WhatsApp: +40 730 122 006 (Monday–Friday, 09:00–17:00, Romanian time)
E-mail: contact@patrolshop.ro

You can contact us at any time with any complaint about a return. You may also contact the Romanian National Authority for Consumer Protection (ANPC) or alternative dispute resolution entities (SAL). If you live in another EU country, the European Consumer Centre in your country can also help with cross-border disputes.