Terms and Conditions

These Terms and Conditions shall apply to all sales of goods by Coral Farm Reef S.R.L. through the online store www.coral-farm.eu to the purchaser.

1. Terms and Definitions

1.1. Coral Farm (CORAL FARM REEF S.R.L.) reserves the right to revise these General Terms and Conditions at any time without prior notice to users. The applicable Terms and Conditions are those displayed on the website and shall apply to all transactions. Accessing or browsing the website or placing an order constitutes full and unconditional acceptance of the Terms and Conditions and all provisions herein.

1.2. Logging in via a social media network, such as Google+ or Facebook, also represents acceptance of the Terms and Conditions.

1.3. Definitions:

1.3.1. Buyer/User – Any natural person, legal entity, or other legal entity creating an account on the website and/or placing an order. Also referred to as the client.

1.3.2. Consumer – Any natural person or group of persons organized as an association acting for purposes outside their business, industrial, artisanal, or professional activities.

1.3.3. Seller – The commercial name of CORAL FARM REEF S.R.L., a Romanian legal entity headquartered in Chiajna Commune, Cap. Dumitru Calin St., No. 16, Ilfov County, registered with the Trade Registry under No. J23/3141/2015, with VAT number 36707976, also referred to as CORAL-FARM.

1.3.4. Goods, Livestock, and Services – Any living creatures/products and/or services, including those mentioned in the order, to be provided by the Seller to the Buyer.

1.3.5. Order – An electronic document used as a communication tool between Buyer and Seller by which the Buyer expresses the intention to purchase Goods, Livestock, and/or Services available on the website.

1.3.6. Contract – A distance agreement between Buyer and Seller concluded without their physical presence, in accordance with the terms set forth in this document. The Terms and Conditions herein form an integral part of the Contract. By submitting an order, the Buyer commits to purchasing the ordered items. The contract is deemed concluded when the Seller sends an order confirmation message to the Buyer.

1.3.7. Campaign – A promotional activity for a limited quantity of Goods, Livestock, and/or Services for a specified time period, defined by the Seller.

1.3.8. Content includes:

1.3.8.1. All publicly available information on www.coral-farm.eu

1.3.8.2. Content of any emails sent by the Seller to the Buyer

1.3.8.3. Any information communicated by Seller’s employees or partners

1.3.8.4. Product/service/tariff information related to the Seller or its partners

1.3.8.5. Any privileged or proprietary information about the Seller

1.3.9. Technical (Commercial) Warranty – Provided by the manufacturer and generally adopted by the seller. There is no minimum period. It governs product repair or replacement in case of malfunction.

1.3.10. Conformity Warranty – Provided by the seller according to applicable law. It ensures that the product meets the specifications promised by the seller, valid up to 2 years for long-term use items, and is independent of the technical warranty.

2. Limitation of Liability – CORAL FARM REEF S.R.L.

2.1. Order confirmation notifications received by the Buyer after placing an order are informative and do not represent acceptance.

2.2. The Seller may, for justified reasons, change the quantity of items in an order and will notify the Buyer accordingly before shipping.

2.3. The contract is considered concluded when the Buyer receives shipping confirmation via email and/or SMS.

2.4. Orders to be picked up from Coral Farm showrooms are valid for 24 hours from the time of placement.

2.5. Coral Farm is not liable for publishing errors not attributable to it. Users can verify details in the physical store.

2.6. If errors appear in prices or product details, Coral Farm reserves the right to cancel orders and inform the client.

2.7. Product information is provided by suppliers/producers; Coral Farm is not liable for inaccuracies.

2.8. Product, livestock, and service prices are indicative and may change without notice.

2.9. Unless otherwise specified, promotional prices are valid while stocks last. Online orders at promotional prices are honored based on order timestamp and stock availability.

2.10. Coral Farm reserves the right to update any site information at any time.

2.11. Products listed as “AVAILABLE ON BACKORDER” are subject to availability verification within 72 business hours. Delivery may take between 5 to 30 days. Coral Farm does not guarantee supplier stock accuracy.

2.12. Products marked “AVAILABLE ON BACKORDER” may require a deposit of at least 25% of the total value if not payed integral.

2.13. Products may appear as “In Stock” on the website but not be physically available. Estimated delivery times will be provided accordingly.

3. Seller’s Rights and Obligations

3.1. Coral Farm is not liable for additional costs incurred by the Buyer, such as currency conversion fees.

3.2. Images on the site are for illustrative purposes; actual products may vary.

3.3. Payment methods: cash on delivery, online card payment, or bank transfer. Online payment does not guarantee order confirmation. If the order is not confirmed within 72 hours, the amount will be refunded.

3.4. If the Seller cannot fulfill the order, it will notify the Buyer and refund the amount within 7 working days.

3.5. Order registration does not equate to confirmation. Delivery time is 24–72 hours from confirmation unless stated otherwise.

3.6. Orders containing livestock are packed in specialized containers for safe transport.

3.7. Orders may be canceled in the following cases:

3.7.1. Card transaction not approved by the issuing bank;

3.7.2. Transaction invalidated by the card processor;

3.7.3. Incomplete or incorrect user information.

4. Buyer’s Rights and Obligations

4.1. The Buyer may request a product replacement or store credit only if:

4.1.1. Damage is evident upon unboxing and photo evidence is provided;

4.1.2. Delivery time was observed;

4.1.3. The parcel was in good external condition.

4.2. Complaints must include photos of the damaged item inside its sealed bag, before being introduced into an aquarium (in the case of livestock). Failure to comply renders the complaint invalid.

4.3. Complaints are not accepted for delays caused by force majeure, absence of the recipient, or courier negligence unless insurance was purchased.

4.4. In case of withdrawal, the Buyer must return the product along with any gifts received. Refunds will be processed within 14 business days. Refund methods:

4.4.1. Online card payment → refund to same account;

4.4.2. Other methods → refund by bank transfer.

4.5. Consumers may withdraw from the purchase without penalties within 14 days. Returned items must be unused, in original packaging, with all accessories and documentation. Return costs are borne by the consumer. Refunds are made only via IBAN.

4.6. No returns are accepted for:

4.6.1. Damaged products (e.g., scratched, broken, water-exposed, chemically altered).

4.6.2. Custom/special order items.

4.6.3. Livestock (marine/freshwater) that has been placed in an aquarium.

4.7. Return shipment costs must be covered by the Buyer. Cash-on-delivery returns are not accepted.

4.8. By creating an account and/or using the site, the Buyer explicitly agrees to the latest version of the Terms and Conditions displayed on the website.

5. Complaint Filing Deadlines

5.1. Complaints must be made immediately after opening the parcel.

5.2. For livestock: the complaint period starts upon delivery and opening of the package.

6. Return Policy

6.1. We are committed to ensuring your satisfaction with every purchase. This return policy outlines your rights and obligations under Romanian Government Emergency Ordinance No. 34/2014 (transposing Directive 2011/83/EU on consumer rights) and other applicable EU consumer protection laws, including the Directive 1999/44/EC (transposed as the legal guarantee of conformity) and Directive 2019/2161 on better enforcement and modernization of consumer protection rules. Our goal is to provide a fair, transparent, and compliant process for returns and refunds, particularly for special orders of non-stock products.

6.2. Eligibility for Returns

6.2.1. For products held in our stock, you may return items within 14 days of receipt, as provided by Article 9 of Directive 2011/83/EU and Article 9 of OUG 34/2014, provided they are:

6.2.1.1. Unused

6.2.1.2. In their original packaging

6.2.1.3. In a resalable condition

6.2.2. You are not required to provide a reason for withdrawal, and this right applies to all distance contracts (e.g., online or phone purchases).

6.3. Special Orders for Non-Stock Products

6.3.1. For products that are not held in our stock or available on backorder, such as aquariums ordered specially from the supplier (not custom-made but part of the supplier’s standard production line, brought in only upon customer request), specific rules apply under Article 16(c) of Directive 2011/83/EU and Article 16(c) of OUG 34/2014:

6.3.1.1. Limited Right of Withdrawal: These products cannot be returned, except in cases of defects or non-compliance with the agreed specifications, as they are ordered specifically for you. This exception is due to the nature of the order, which involves specific arrangements with the supplier.

6.3.1.2. Defective or Non-Conforming Products: If a specially ordered aquarium is delivered defective or does not meet the agreed specifications (e.g., size, model, or features), you are entitled to remedies under the legal guarantee of conformity (as per Directive 1999/44/EC and OUG 34/2014). These remedies include repair, replacement, or a refund, subject to the conditions outlined in the contract and applicable law.

6.3.1.3. Cancellation and Advance Payment: Once an advance payment has been made and the order has been processed (e.g., payment sent to the supplier), the order cannot be canceled. Attempting to cancel after this point may result in the forfeiture of the advance payment, as stipulated in our terms and conditions, due to non-recoverable costs incurred by fulfilling the special order.

6.4. How to Initiate a Return

6.4.1. To return an eligible item:

6.4.1.1. Contact our customer service team at [insert contact details] with your order number and the reason for return.

6.4.1.2. We will provide return instructions and, if applicable, a return authorization. For stock items, you may use the model withdrawal form provided in Annex I(B) of Directive 2011/83/EU (available on our website), though this is not mandatory.

6.4.1.3. For non-stock products like specially ordered aquariums, returns are only accepted if the product is defective or non-compliant with the agreed specifications.

6.4.1.4. Ensure the return is sent within 14 days from the date you notify us of your intent to withdraw, as per Article 14 of Directive 2011/83/EU.

6.5. Return Shipping Costs

6.5.1. For stock items, unless the item is faulty or incorrect, you are responsible for return shipping costs, as outlined in Article 14(1) of Directive 2011/83/EU and Article 14 of OUG 34/2014.

6.5.2. For defective or non-conforming non-stock products, we will cover the return shipping costs, provided the issue is verified upon inspection.

6.6. Refunds

6.6.1. Once your return is received and inspected, we will process your refund within 5–7 business days, in accordance with Article 13 of Directive 2011/83/EU and Article 13 of OUG 34/2014.

6.6.2. Refunds will be issued to your original method of payment.

6.6.3. For non-stock products, refunds are only applicable if the product is defective or non-compliant with the agreed specifications.

6.6.4. If you received free delivery as part of the original order, only the standard delivery cost will be refunded, as per Article 13(1) of Directive 2011/83/EU.

6.7. Exchanges

6.7.1. If you wish to exchange an item:

6.7.1.1. Return the original item following the instructions above.

6.7.1.2. Place a new order for the desired item.

6.7.1.3. Exchanges for non-stock products are subject to the same restrictions as returns (only for defective or non-compliant items).

6.8. Non-Conforming or Faulty Products

6.8.1. Under Directive 1999/44/EC and OUG 34/2014, all products (including non-stock items) are covered by a 2-year legal guarantee of conformity. If a product is faulty or does not conform to the contract (e.g., wrong specifications or defective), you are entitled to:

6.8.1.1. Repair or replacement within a reasonable time and without significant inconvenience.

6.8.1.2. Refund (full or partial) if repair or replacement is not feasible.

6.8.2. Contact us immediately if you receive a faulty or non-conforming product, and we will guide you through the remedy process.

6.9. Consumer Obligations for Special Orders

6.9.1. Check Terms and Conditions: Before placing a special order for a non-stock product, such as an aquarium from the supplier’s standard production line, carefully review our terms and conditions. These outline the non-returnable nature of such products and the consequences of cancellation (e.g., loss of advance payment).

6.9.2. Clear Communication: As required by Article 6 of Directive 2011/83/EU and Article 6 of OUG 34/2014, we will inform you in advance about the lack of a withdrawal right for specially ordered non-stock products. Failure to provide this information may extend the withdrawal period to 12 months.

6.9.3. Understand Product Nature: These aquariums are not custom-made but are ordered specifically for you from the supplier’s standard production line, which may limit the right of withdrawal.

6.10. Dispute Resolution

6.10.1. If you encounter issues with a return or believe your consumer rights have been violated, you can:

6.10.1.1. Contact our customer service team to resolve the issue amicably.

6.10.1.2. Seek assistance from the National Authority for Consumer Protection (ANPC) in Romania.

6.10.1.3. Use the European Consumer Centres Network (ECC-Net) for cross-border disputes, as recommended by Regulation (EU) 2017/2394.

6.10.1.4. Access the EU’s Online Dispute Resolution (ODR) platform (available at ec.europa.eu/consumers/odr) for resolving disputes with traders, as per Regulation (EU) 524/2013.

6.11. Additional Terms

6.11.1. Misuse of Products: The right of withdrawal does not cover products damaged due to improper handling or use by the consumer. You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, as per Article 14(3) of Directive 2011/83/EU.

6.11.2. Pre-Contractual Information: We ensure transparency by providing clear information about product characteristics, pricing, and delivery costs before you place an order, as mandated by Article 6 of Directive 2011/83/EU.

6.11.3. Cross-Border Purchases: If you purchase from us while located in another EU country, you are protected by EU consumer rules, provided we target consumers in your country, as clarified in Your Europe guidelines.

6.11.4. Sustainability Considerations: To reduce environmental impact, we encourage you to inspect products carefully before returning them, as unnecessary returns may lead to waste, as noted in DIGITALEUROPE recommendations.

6.12. Recommendations

6.12.1. Ensure all specifications for non-stock products (e.g., aquarium size, model, or features) are clearly agreed upon in writing before paying the advance.

6.12.2. Retain all documentation related to your order, including receipts, contracts, and communications with us.

6.12.3. If a non-stock product is defective or non-compliant, contact us immediately to request a remedy under the legal guarantee.

6.12.4. For further information on your rights, visit the Your Europe portal (europa.eu/youreurope) or contact the European Consumer Centres Network (ECC-Net).

6.13. This return policy complies with Directive 2011/83/EU, Directive 1999/44/EC, Directive 2019/2161, and OUG 34/2014, ensuring a high level of consumer protection while clarifying the specific rules for special orders of non-stock products, such as aquariums ordered specifically for you with an advance payment.