Consumer protection
How to send us a complaint and which authorities you can turn to if we do not reach a solution.
Last updated: 21.09.2026
1. Write to us first
If you are unhappy with a product or an order, the fastest way to resolve it is to contact us directly:
- E-mail: contact@aristocollection.ro
- Phone: 0743 913 412
- From your account: Support
- Through the contact form
Every complaint is recorded and answered within 30 calendar days at the latest, under Romanian Government Ordinance no. 21/1992 on consumer protection.
2. The Romanian National Authority for Consumer Protection (ANPC)
If we do not reach a solution, you may contact ANPC. Complaints are filed online, through the official portal:
- Website: anpc.ro
- File a complaint: reclamatii.anpc.ro
- The County Commissariat for Consumer Protection of Satu Mare, for local complaints.
3. Alternative dispute resolution (ADR)
ADR is a free or low-cost procedure through which a dispute between a consumer and a trader is settled out of court with the help of an ADR entity. The legal framework is Romanian Government Ordinance no. 38/2015 on the alternative resolution of disputes between consumers and traders, which transposes Directive 2013/11/EU.
ANPC provides the integrated electronic ADR platform at https://reclamatiisal.anpc.ro.
Mandatory notice: LOGICHUS LINE S.R.L. has not undertaken, and is not required by law, to use an ADR entity to resolve consumer disputes. This does not prevent you from filing a complaint and does not affect your right to contact ANPC or the courts.
About the European ODR platform
The European Online Dispute Resolution (ODR) platform was discontinued and has not been operational since 20 July 2025, under Regulation (EU) 2024/3228. ANPC Order no. 270/2026, amending Order no. 449/2022, removed all references to the ODR platform; consumer information is now provided through the national ADR platform indicated above.
4. Cross-border disputes
If you are a consumer resident in another EU Member State, in Norway or in Iceland, you can use the European Consumer Centres Network (ECC-Net) free of charge:
- European Consumer Centre Romania – eccromania.ro, Str. Călușei 7, Sector 2, Bucharest.
- Consumers in Hungary may contact Európai Fogyasztói Központ – magyarefk.hu.
- Full list of centres: eccnet.eu.
5. Courts
Regardless of the procedures above, you retain the right to bring proceedings before the competent court. Under Article 18 of Regulation (EU) no. 1215/2012, a consumer may bring proceedings in the courts of their own domicile.
6. Applicable legislation
- GEO no. 34/2014 on consumer rights in contracts concluded with traders (Directive 2011/83/EU)
- Government Ordinance no. 21/1992 on consumer protection
- Law no. 449/2003 and GEO no. 140/2021 on the sale of goods and associated guarantees (Directive (EU) 2019/771)
- Law no. 365/2002 on electronic commerce (Directive 2000/31/EC)
- Government Ordinance no. 38/2015 on alternative dispute resolution (Directive 2013/11/EU)
- Regulation (EU) 2016/679 (GDPR) and Law no. 190/2018
- Law no. 506/2004 on processing personal data in the electronic communications sector
- Regulation (EU) 2023/988 on general product safety