Returns and Warranty Policy

This English translation is provided for convenience. In case of any discrepancy, the Romanian version prevails.

This policy describes your rights of withdrawal, return and warranty when you buy from us, in accordance with Government Emergency Ordinance (OUG) no. 34/2014 on consumer rights (Directive 2011/83/EU), OUG no. 140/2021 on the sale of goods (Directive (EU) 2019/771) and Law no. 295/2004 on the regime of weapons and ammunition. The rights below apply to consumers, i.e. natural persons buying outside their trade or profession.

1. How the contract is concluded

The website is for presentation purposes: products cannot be ordered or paid for online. The basket on the website is used only to send a quote request, which is not an order and does not oblige you to pay. The sale is concluded in our showroom at Aleea Arubium nr. 46–48, Sector 2, 022944 București or, for certain products, at a distance (by telephone or email), after our confirmation and verification of the documents required by law.

2. The 14-day right of withdrawal (distance contracts)

If you concluded the contract at a distance, without being present in the showroom, you have the right to withdraw within 14 calendar days, without giving any reason. The period runs from the day on which you, or a third party designated by you (other than the carrier), acquire physical possession of the product.

To withdraw, send us a clear statement before the period expires:

• online, using the contract withdrawal form – you will immediately receive an acknowledgement of receipt by email, showing the date and time;
• by email, to contact@roland-arms.com;
• by post or in person, at Aleea Arubium nr. 46–48, Sector 2, 022944 București.

You may use the model form at the end of this page, but it is not obligatory.

3. Withdrawal in the case of firearms, ammunition and regulated products

Firearms, ammunition and essential components may be returned only in compliance with Law no. 295/2004: the product must be handed over at our premises, accompanied by the legal documents, and the transfer is registered with the competent authorities. Please contact us beforehand; do not send firearms or ammunition by courier without our agreement.

4. When the right of withdrawal does not apply

• purchases made in person in the showroom – for these, the guarantee of conformity described below applies;
• products made to your specifications or clearly personalised (for example a specially ordered RA PATRIOT configuration: barrel length, Cerakote finish, accessories fitted on request);
• sealed products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed;
• products which, after delivery, have been inseparably mixed with other items.

5. Returning the product and refunds

Return the product without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal. The direct cost of returning the product by courier is borne by you, unless we have agreed otherwise; returning it to the showroom is free of charge.

We will refund all payments received, including the cost of standard delivery (if any), no later than 14 days from the day on which we were informed of your withdrawal, using the same means of payment, without any fees for you, unless you have expressly agreed otherwise. We may withhold the refund until we have received the product back or until you have supplied proof of having sent it, whichever is the earlier.

You are liable only for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning (for example firing it, disassembling it or damaging the finish).

6. Legal guarantee of conformity

For all products sold to consumers, in the showroom or at a distance, we are liable for any lack of conformity existing at the time of delivery which becomes apparent within 2 years of delivery (OUG no. 140/2021). For second-hand and collector’s products, we may agree in writing on a shorter period, but not less than 1 year; this period is stated in the sales documents.

If the product is not in conformity, you are entitled to have it repaired or replaced free of charge within a reasonable time. If this is not possible or is not carried out, you are entitled to a proportionate price reduction or to terminate the contract and receive a refund.

The legal guarantee does not cover normal wear and tear, improper use, modifications or repairs carried out by third parties, or the use of unsuitable ammunition. Any commercial guarantee offered by the manufacturer is in addition to the legal guarantee and does not replace it.

7. Complaints and dispute resolution

You can send us any complaint at contact@roland-arms.com or call us on +40 784 371 171. If we do not reach a solution, you may contact the National Authority for Consumer Protection (ANPC) or an alternative dispute resolution entity: anpc.ro – ADR (SAL).

8. Model withdrawal form

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

To Roland Arms, with its registered office at Aleea Arubium nr. 46–48, Sector 2, 022944 București, email contact@roland-arms.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on … / received on …
Name of consumer: …
Address of consumer: …
Signature of consumer (only if this form is notified on paper): …
Date: …