Delivery & Order Compliance Policy

DELIVERY

FOOD VISION delivers ordered products throughout Romania. Products are shipped to the address specified during the checkout process. 

The estimated delivery time is available once the order is confirmed but no later than 30  business days from order confirmation. 

In exceptional circumstances (e.g., extreme weather conditions, pandemics, logistical issues), delivery times may be subject to change, and the customer will be notified accordingly.

ORDER COMPLIANCE

Upon receiving the package, the customer is kindly requested to immediately check the integrity of the packaging and the condition of the products. The packaging and any evidence (photos, video recordings) should be retained as proof in case of non-compliance.

1. Inspection at Delivery

If the product is visibly damaged upon delivery (e.g., torn packaging, leakage, missing labeling, unusual smell or appearance), the customer has the right to refuse the package. In case of refusal, FOOD VISION SRL will either issue a full refund or resend a compliant product at no additional cost to the customer.

2. Reporting Non-Compliance After Delivery

For any non-compliance observed upon receipt (e.g., spoiled product, unusual smell/color, incorrect item), the customer must notify FOOD VISION SRL immediately and without undue delay. Please document the issue (photos, video, packaging, receipt) and send the evidence in writing to the following email address: office@foodvision.ro. FOOD VISION SRL will confirm receipt of the complaint.

If the product is found to be non-compliant, FOOD VISION SRL will replace it with a compliant item at no additional cost to the customer (return shipping and reshipment costs will be covered by FOOD VISION SRL). The replacement will be made within a reasonable timeframe to avoid significant inconvenience to the customer.

If replacement is not possible within a reasonable period, the customer may request a refund. Refunds (where applicable) will be processed without undue delay, typically within 14 calendar days from the acceptance of the resolution (e.g., failed or impossible replacement).

Complaints are resolved within a reasonable timeframe, without major inconvenience to the customer. Perishable products are prioritized.

If non-compliance is confirmed, FOOD VISION SRL will bear all direct costs related to the return and reshipment of the compliant product. If the customer has mistakenly chosen a carrier or special delivery option not attributable to FOOD VISION SRL, the parties may agree otherwise; in the absence of such agreement, costs will be borne by FOOD VISION SRL when non-compliance is confirmed.

Customers are kindly asked to retain the packaging and all evidence. Notification to FOOD VISION should be made promptly (within 24–48 hours) to facilitate assessment and resolution. Please keep clear evidence (photos with date/time, packaging, label).

*DOZZ products are perishable food items and are exempt from the legal right of withdrawal “without reason,” as per applicable law. Additionally, sealed products that cannot be returned for health or hygiene reasons may not be sent back if unsealed by the consumer. This exemption is based on Government Emergency Ordinance no. 34/2014, Article 16, letters (d) and (e).

Any non-compliance identified after delivery must be reported without undue delay, within 24–48 hours of receipt, to:

FOOD VISION

Address: Ilfov County, Voluntari City, 2/III BIS PIPERA Blvd., NG2 Buidling, 3rd floor
Email address: office@foodvision.ro

*Please include the following in your report: order number, a description of the issue, clear photos of the product, packaging, and labels, as well as the date and time of delivery.

*Retain the product and its packaging until the issue is resolved.

Last updated: 01.09.2025