SHIPPING & RETURNS POLICY
Website: https://bilumix.eu Last Updated: 1 November 2026
1. General Information
This Shipping & Returns Policy explains the shipping, delivery, cancellation, return, refund and warranty procedures applicable to products purchased through BiLumix.eu. The Website is operated by: ADM Global Trade SRL Trade Register Number: J40/1202/2014 VAT Identification Number: RO32418738 Registered Address: Strada Inginer Dumitru Zosima 77, Sector 1, 011536 Bucharest, Romania Email: office@bilumix.eu Telephone: +40 742 680 397 This Policy applies to both consumers (B2C) and business customers (B2B), subject to the distinctions described below. Nothing in this Policy limits mandatory consumer rights under applicable Romanian or European Union legislation.
2. Shipping Destinations
BiLumix supplies professional optical equipment, surgical headlights, magnification loupes, accessories and related products to destinations supported by the Website's checkout system. Delivery availability depends on the destination country, product characteristics, carrier coverage and any applicable regulatory or transportation restrictions. Orders are generally dispatched from Romania unless otherwise communicated. BiLumix reserves the right to decline delivery to destinations where shipping is unavailable or restricted by applicable law. Customers are responsible for providing complete and accurate shipping information.
3. Shipping Costs and VAT
Shipping costs are calculated based on the delivery destination, package weight and dimensions, selected shipping service, and applicable carrier rates. The applicable shipping charge is displayed during checkout before the customer submits the order. Product prices displayed on BiLumix.eu include VAT where applicable. The VAT amount and final total may be recalculated during checkout according to the customer's delivery destination, transaction type, and applicable tax rules. Where shipping charges are subject to VAT, the applicable tax treatment will be reflected in the final order summary. The customer will be informed of the total payable amount, including applicable taxes and delivery charges, before confirming the purchase.
4. Order Processing and Payment Confirmation
Orders are processed following successful order validation and, where applicable, payment confirmation. BiLumix offers the following payment methods: 4.1. Online Card Payment – NETOPIA Payments NETOPIA Payments processes card payments. Order processing may begin once the payment has been successfully authorized or confirmed, subject to product availability and verification requirements. 4.2. Direct Bank Transfer Customers selecting Direct Bank Transfer will receive the relevant payment instructions. Orders may remain on hold until the payment has been received and verified. Bank transfer processing times depend on the financial institutions involved. 4.3. Order Verification BiLumix may request additional information where reasonably necessary to verify payment, billing details, VAT eligibility, shipping information or compliance with applicable legal requirements. Customers will be contacted if additional verification is necessary.
5. Dispatch and Delivery Times
Estimated dispatch and delivery times may be displayed on product pages, during checkout or in the order confirmation. Actual delivery times depend on product availability, payment confirmation, destination, carrier operations and other relevant circumstances. Where a product is temporarily unavailable or requires additional preparation, the customer will be informed of the expected delivery arrangements. For consumer purchases, products will be delivered within the agreed period or, where no different period has been agreed, no later than 30 days after conclusion of the sales contract, subject to applicable statutory rights and remedies. If BiLumix cannot deliver within the required period, the customer will be informed, and the relevant legal remedies will apply.
6. Shipment Tracking
Where tracking is available, customers will receive a tracking number or shipment reference by email or another appropriate communication channel. Tracking information may also be accessible through the carrier's website. Tracking updates are provided by the carrier and may not always reflect the shipment's exact location in real time.
7. Delivery Address and Unsuccessful Delivery
Customers must provide accurate and complete delivery information, including the recipient's name, street address, postal code, city, country, and contact telephone number. Where delivery cannot be completed due to inaccurate customer information, refusal to accept delivery or failure to follow reasonable collection instructions, BiLumix may contact the customer to arrange an appropriate solution. Any additional shipping costs attributable to the customer's actions will be handled in accordance with applicable law and the circumstances of the order. Nothing in this section limits mandatory consumer rights.
8. International Deliveries and Customs
For deliveries within the European Union, applicable VAT treatment is determined in accordance with relevant EU and national tax rules. For deliveries outside the European Union, import VAT, customs duties, customs clearance charges and other destination-country fees may apply. Unless otherwise expressly agreed, these charges are the customer's responsibility where the agreed delivery terms designate the customer as importer. Customers may be required to provide additional information or documentation for customs clearance. BiLumix is not responsible for customs delays beyond its reasonable control, without prejudice to mandatory consumer rights.
9. Inspection of Delivered Products
Customers are encouraged to inspect the package and products upon delivery. If a shipment appears damaged, incomplete or incorrect, please contact: office@bilumix.eu Include, where possible, the order number, a description of the issue, and photographs of the packaging or affected products. Prompt notification helps us investigate transport-related issues and arrange an appropriate resolution. Failure by a consumer to report visible damage within 24 or 48 hours does not automatically eliminate statutory consumer rights.
10. Lost, Delayed or Damaged Shipments
If a shipment is delayed, lost or damaged during transportation, customers should contact BiLumix so that the matter can be investigated with the relevant carrier. For consumer sales, the risk of loss or damage generally remains with BiLumix until the consumer or a designated third party other than the carrier takes physical possession of the goods. Where the consumer independently commissions a carrier not offered by BiLumix, the applicable statutory rules regarding transfer of risk will apply. For B2B transactions, transfer of risk is determined by the agreed contractual delivery terms and applicable law. Where BiLumix is legally responsible for non-delivery or damage, an appropriate remedy will be provided in accordance with applicable law.
11. Consumer Right of Withdrawal – 14 Days
Consumers purchasing eligible products through BiLumix.eu generally have the right to withdraw from the contract within 14 days without giving any reason, in accordance with applicable consumer protection legislation. The withdrawal period normally begins on the day the consumer, or a designated third party other than the carrier, receives the goods. Where multiple products ordered together are delivered separately, the period generally begins upon receipt of the last product. This statutory right applies to qualifying consumer purchases and does not automatically extend to business purchases made for professional or commercial purposes.
12. How to Request a Return
Consumers wishing to exercise their statutory right of withdrawal may notify BiLumix through an unequivocal statement. Requests may be sent to: Email: office@bilumix.eu Subject: Withdrawal Request – Order Number To help us identify and process the request, customers are encouraged to provide their name, order number, product details and contact information. A consumer may use the model withdrawal form included at the end of this Policy, but its use is not mandatory. The withdrawal notification must be sent before the applicable withdrawal period expires. Where an online withdrawal function is legally required, BiLumix will make it available through the Website and provide the required acknowledgement.
13. Returning Products After Withdrawal
Unless BiLumix agrees to collect the goods, consumers must return them without undue delay and no later than 14 days after communicating their decision to withdraw. The deadline is met if the goods are dispatched before the 14-day return period expires. Customers should contact office@bilumix.eu to confirm the appropriate return destination and obtain practical shipping instructions. The registered office address should not be assumed to be the operational return warehouse unless BiLumix confirms this. Products should be securely packaged to reduce the risk of transport damage. Customers are encouraged to include the order number or another reference that allows the return to be identified.
14. Return Shipping Costs
For returns made solely because a consumer has changed their mind during the statutory withdrawal period, the consumer bears the direct cost of returning the goods, provided this responsibility was properly disclosed before purchase. BiLumix may voluntarily agree to cover return shipping costs in specific circumstances. Where products are defective, non-conforming or incorrectly supplied, return transportation costs will be handled in accordance with applicable legal guarantee and contractual obligations. For goods that cannot normally be returned by post, any legally required information concerning return costs or reasonable estimates must be provided before purchase.
15. Condition of Returned Products
Consumers may inspect and handle products to the extent necessary to establish their nature, characteristics and functioning. Consumers may be responsible for diminished product value resulting from handling beyond what is necessary for that purpose, subject to applicable law. Customers are encouraged to return products with their original packaging, accessories, manuals and supplied components where reasonably possible. However, opening the packaging or failing to retain the original packaging does not automatically eliminate the statutory right of withdrawal. Any assessment of diminished value will be made individually and in accordance with applicable consumer protection legislation.
16. Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply in circumstances expressly excluded by applicable law. Depending on the product and the circumstances of the sale, exceptions may include:
  • Goods manufactured to the consumer's specifications or clearly personalized.
  • Certain sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, where the statutory requirements are satisfied.
  • Other categories expressly excluded under applicable consumer protection legislation.
The professional or medical nature of a product does not, by itself, automatically remove a consumer's statutory withdrawal right. Any applicable exception will be identified and communicated before purchase.
17. Refunds Following Consumer Withdrawal
Where a consumer validly exercises the statutory right of withdrawal, BiLumix will reimburse the payments received, including the cost of standard delivery where required by law. Refunds will be made without undue delay and no later than 14 days after BiLumix is informed of the withdrawal decision. Unless BiLumix has offered to collect the goods, reimbursement may be withheld until the returned goods are received or the consumer provides evidence of having dispatched them, whichever occurs first. Refunds will generally be made using the same payment method as the original transaction, unless the consumer expressly agrees otherwise and incurs no additional refund fees. Where a consumer selected a delivery method more expensive than the least expensive standard delivery offered, BiLumix is not required to reimburse the additional delivery cost. Any lawful deduction for diminished value will be assessed in accordance with applicable consumer protection legislation.
18. Refund Methods
18.1. Payments Made Through NETOPIA Payments Where technically available, refunds for card payments will be processed through the original payment channel. The time required for refunded funds to appear in the customer's account may depend on the payment provider, card issuer and banking procedures. 18.2. Payments Made by Bank Transfer For orders paid by bank transfer, refunds will generally be issued to the original payer's bank account, unless another lawful method is expressly agreed. BiLumix may request the information reasonably necessary to identify the recipient and process the refund securely. Customers will not be charged additional refund fees where prohibited by law.
19. Defective, Incorrect or Non-Conforming Products
If a product is defective, damaged, incorrectly supplied or otherwise fails to conform to the sales contract, customers should contact: office@bilumix.eu Please provide the order number, product identification, a description of the issue and relevant photographs or other supporting information where available. BiLumix will review the request and determine the appropriate remedy in accordance with applicable law. For consumer purchases, available remedies may include repair, replacement, an appropriate price reduction or termination of the contract and refund, subject to the statutory requirements. Where a valid consumer conformity claim requires repair or replacement, the remedy must be provided free of charge, including necessary transportation costs, in accordance with applicable law.
20. Legal Guarantee of Conformity
Consumers benefit from the mandatory legal guarantee of conformity applicable to goods purchased from professional sellers. Under Romanian law, the seller is generally liable for qualifying non-conformities identified within two years from delivery, subject to the applicable statutory provisions. The legal guarantee is independent of any additional manufacturer's warranty or commercial warranty. Any commercial warranty provided with a product does not replace or reduce mandatory consumer rights.
21. Warranty Claims and Technical Support
For products covered by a manufacturer's or commercial warranty, customers should review the warranty documentation supplied with the product. To submit a warranty or technical support request, contact: office@bilumix.eu Please provide the order number, product model, serial number where available, a description of the issue and any relevant supporting information. BiLumix may request additional information reasonably necessary to assess the claim. Where inspection or return of the product is necessary, appropriate instructions will be provided. The handling of valid consumer legal guarantee claims will comply with applicable law.
22. Business-to-Business (B2B) Returns
Purchases made by companies, healthcare institutions, medical professionals acting for professional purposes, clinics, hospitals, distributors and other business customers are generally classified as B2B transactions. The statutory 14-day consumer withdrawal right does not automatically apply to B2B purchases. Returns of non-defective products purchased for business purposes require BiLumix's prior written agreement unless a contractual or mandatory legal right to return applies. Any agreed commercial return may be subject to specific conditions communicated and accepted by the parties. Defective product claims, warranties and contractual remedies for B2B customers are governed by the applicable sales agreement, warranty documentation and relevant law.
23. Order Cancellation Before Dispatch
Customers wishing to cancel an order before dispatch should contact BiLumix as soon as possible at: office@bilumix.eu Please include the order number and cancellation request. If the order has not yet been dispatched, BiLumix will assess the cancellation request and process any applicable refund. Where an order has already been dispatched, the relevant delivery, withdrawal and return procedures will apply. Nothing in this section limits mandatory consumer cancellation or withdrawal rights.
24. Product Exchanges
BiLumix does not offer an automatic commercial product exchange service for change-of-mind returns. Where a customer wishes to purchase a different model or product, they may return the original product where a valid return right exists and place a separate new order. This commercial policy does not limit a consumer's statutory right to replacement as a remedy for non-conforming goods.
25. Product Safety and Recall Procedures
Where a product is subject to a safety notice, manufacturer recall or corrective action, BiLumix will cooperate with the relevant manufacturer, competent authorities and affected customers as required by law. Customers may be instructed to discontinue use, return an affected product or follow specific safety procedures. Any applicable statutory rights and remedies will remain unaffected.
26. Customer Support and Complaints
For delivery questions, return requests, refund inquiries, warranty claims or other concerns, please contact: ADM Global Trade SRL – BiLumix Email: office@bilumix.eu Telephone: +40 742 680 397 Website: https://bilumix.eu Customers should include their order number and a clear description of the issue to facilitate efficient handling. BiLumix will review requests and respond within a reasonable period, subject to applicable statutory deadlines. Consumers may also contact competent consumer protection authorities or use applicable alternative dispute resolution procedures.
27. Model Withdrawal Form
Complete and send this form only if you wish to withdraw from an eligible consumer sales contract. Use of this form is optional. To: ADM Global Trade SRL – BiLumix Email: office@bilumix.eu I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: Product(s): __________________________ Order Number: ______________________ Ordered on: _________________________ Received on: ________________________ Consumer Name: _____________________ Consumer Address: __________________ Email: _____________________________ Date: ______________________________ Signature: __________________________ (Only if submitted on paper)
28. Governing Law and Consumer Rights
This Policy is governed by Romanian law, without prejudice to mandatory consumer protection provisions applicable under European Union law. For consumers residing in another EU Member State, the choice of Romanian law does not deprive them of mandatory protections that cannot lawfully be excluded. Where this Policy conflicts with mandatory consumer protection legislation, the applicable mandatory legal provisions prevail. This Policy should be read together with the Website's Terms and Conditions and Privacy Policy.
29. Changes to This Policy
BiLumix may update this Delivery & Returns Policy to reflect changes in legislation, delivery services, business operations or customer support procedures. The current version will be published on the Website with its last updated date. Changes will generally apply prospectively and will not remove mandatory rights arising from existing contracts.
30. Contact Information
ADM Global Trade SRL Strada Inginer Dumitru Zosima 77 Sector 1, 011536 Bucharest, Romania Email: office@bilumix.eu Telephone: +40 742 680 397 Website: https://bilumix.eu Last Updated: 1 November 2026 ADM Global Trade SRL — BiLumix