Shipping policy
# SHIPPING & RETURNS POLICY
## Camperista.ro
**Last Updated:** May 21, 2026
**Effective Date:** May 21, 2026
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## 1. SHIPPING DESTINATIONS
We currently ship to most countries in the European Union and the United Kingdom. Shipping to other destinations may be available on request — please contact us at contact.camperista@gmail.com before placing the order.
Shipping is **not** available to:
- PO boxes (where local carrier rules prohibit it)
- Locations subject to international trade restrictions
- Addresses we cannot validate after two confirmation attempts
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## 2. PROCESSING TIME (BEFORE SHIPMENT)
All Camperista products are manufactured on demand using FDM 3D printing technology. Standard processing time before your order leaves our facility:
| Order type | Processing time |
|---|---|
| Standard products | 1–3 business days |
| Custom / personalized orders | 3–7 business days |
| High season (Nov–Jan) | +2 business days |
Processing time **excludes** weekends and Romanian public holidays.
You will receive a shipment confirmation email with tracking information once your order leaves our facility.
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## 3. HOW WE SHIP
Camperista uses a two-leg fulfillment model:
- **Leg 1 — Romania to EU hub (Hungary):** Sameday Courier transports your order from our production facility in Romania to our EU distribution hub.
- **Leg 2 — EU hub to your address:** PostNL distributes the package to the final delivery address across the EU.
This setup allows us to keep shipping costs competitive for EU customers and to consolidate deliveries through a reliable European carrier. Both legs are tracked end-to-end and we provide you with the final tracking number generated by PostNL.
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## 4. DELIVERY TIME
Delivery times below are estimates from the moment the order leaves our facility (after processing). They are not guaranteed and may vary due to carrier delays, customs inspection, or force majeure.
**STANDARD SHIPPING:**
- Romania: 1–3 business days
- EU Countries: 5–14 business days
- Rest of Europe: 5–20 business days
- International: 7–28 business days
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## 5. SHIPPING COSTS
- Shipping cost is calculated at checkout based on destination country, weight, and dimensions.
- **Free shipping** is currently offered on orders **above 50 EUR** (subtotal, before any discount codes). This threshold is promotional and may be updated at any time — the value in effect is the one displayed at checkout on the day of the order.
- Prices include VAT where applicable. Import duties, customs charges, or local taxes outside the EU are the responsibility of the customer.
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## 6. ORDER TRACKING
- A tracking number is sent by email as soon as the order is dispatched from our facility.
- Tracking information may take up to 48 hours to become active in the carrier's system.
- For the final delivery leg, tracking is provided through the PostNL tracking portal.
If your tracking shows no movement for more than 5 consecutive business days, please contact us at contact.camperista@gmail.com so we can investigate.
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## 7. INCORRECT, INCOMPLETE, OR UNDELIVERABLE ADDRESSES
It is the customer's responsibility to provide a complete and accurate delivery address at checkout. We are not liable for delays or non-delivery caused by an incorrect address.
If a package is returned to us as undeliverable due to:
- an address error provided by the customer, or
- the customer being unavailable after the carrier's standard delivery attempts and pickup window expiring,
we will contact you to arrange reshipment. Reshipment will require the customer to pay a new shipping fee. The original shipping fee is non-refundable in these cases.
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## 8. PACKAGES VISIBLY DAMAGED ON DELIVERY
If your package arrives with visible external damage (crushed box, torn packaging, opened seal, etc.):
1. **At the door — if possible — refuse the parcel** or sign for it **with reservations**, noting the visible damage on the carrier's delivery slip.
2. **Take photos of the package before opening it** (multiple angles showing the damage and the shipping label).
3. **Take photos or a continuous video while opening the package** to document the condition of the product inside.
4. **Report the damage to us within 48 hours of delivery** at contact.camperista@gmail.com, including:
- your order number,
- photos/video of the external damage,
- photos/video of the product condition after opening.
Reports made after 48 hours for **visible external damage** may not be accepted, because the carrier's own claim window is short and we need to file a transport claim on your behalf.
This 48-hour window applies **only to visible/transit damage**. It does **not** limit your legal warranty rights (see Section 11).
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## 9. PRODUCT DEFECTS DISCOVERED ON FIRST USE
If the product is externally intact but you discover a manufacturing defect when you start using it (broken clip, malformed thread, dimensional error outside the ±0.5 mm 3D-printing tolerance stated in our Terms of Service, etc.):
- Report it as soon as reasonably possible at contact.camperista@gmail.com.
- Include your order number, a clear description of the defect, and photos or a short video.
- We will assess the case and respond within 2 business days.
Depending on stock availability and the nature of the defect, we will offer one of the following:
- **Free replacement** of the defective unit (same product), or
- **Full refund** of the product value (if a replacement is not available or you prefer a refund), or
- **Partial refund / discount** if you agree to keep the product despite a minor cosmetic defect.
**For verified defects or wrong items shipped, the return shipping cost is fully covered by Camperista** — we will provide a prepaid return label or reimburse the return shipping cost on a separate receipt.
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## 10. RETURNS — RIGHT OF WITHDRAWAL (14 DAYS, EU CONSUMERS)
In accordance with **OUG 34/2014** (Romanian implementation of EU Directive 2011/83/EU on consumer rights), if you are an EU Consumer, you have the right to withdraw from your purchase **within 14 calendar days** of receiving the goods, **without giving any reason**.
### Conditions
- The product must be **unused**, in its **original packaging**, with all labels and accessories.
- Proof of purchase (order number or invoice) must be provided.
- You must notify us of your decision to withdraw by sending a clear statement (e.g. email to contact.camperista@gmail.com) within the 14-day period.
### Return shipping cost
- **For voluntary returns (you changed your mind, the product doesn't fit your build, you no longer want it, etc.), the return shipping is paid by the customer.**
- We will share the return address by email once your withdrawal request is acknowledged.
- We strongly recommend using a tracked return service and keeping the receipt — we cannot refund a return that does not reach us.
### Refund
- Refunds are processed within **14 calendar days** from the moment we receive and inspect the returned product.
- Refunds are issued to the **original payment method**.
- The **original shipping cost is refunded** along with the product price for the cheapest standard shipping option originally offered, in accordance with EU law. Any additional cost you chose (express shipping, etc.) is not refunded.
### Products excluded from the 14-day right of withdrawal
In line with art. 16 of OUG 34/2014, the following are **excluded** from the 14-day right of withdrawal:
- **Custom or personalized products** made to your specifications (e.g. custom dimensions, custom logos, vehicle-specific bespoke parts), unless they arrive defective.
- Products that have been used, installed, modified, or visibly damaged by the customer.
- Gift cards.
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## 11. LEGAL WARRANTY OF CONFORMITY (2 YEARS)
Independently of the 14-day right of withdrawal, all products sold to consumers benefit from the **legal warranty of conformity of 2 years** from delivery, in accordance with **Law 449/2003** and **OUG 140/2021** (Romanian implementation of EU Directive 2019/771).
If, during these 2 years, the product proves not to conform to the contract (manufacturing defect, hidden defect, the product does not match the description, etc.):
- You have the right to **repair**, **replacement**, **price reduction**, or **termination of the contract with full refund**, under the conditions provided by law.
- The cost of the return for warranty work is **covered by Camperista** for verified non-conformity claims.
- The 2-year legal warranty does **not** cover damage caused by:
- misuse, abuse, or installation contrary to our instructions,
- exposure to temperatures above the limits stated in the Terms of Service (60 °C PLA, 70 °C PETG),
- chemical exposure (solvents, fuels, oils, strong cleaning agents),
- normal wear and UV degradation after long outdoor exposure,
- modifications or repairs performed by the customer or a third party without our authorization.
For warranty claims, contact contact.camperista@gmail.com with your order number and a description of the issue. We will respond within 2 business days.
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## 12. WRONG ITEM RECEIVED
If you receive an item different from what you ordered:
- Contact us within **48 hours** of delivery at contact.camperista@gmail.com.
- Do **not** open or use the wrong item beyond what is necessary to identify it.
- We will arrange the return at our cost (prepaid label or reimbursement) and ship the correct product as soon as it's available — or issue a full refund if you prefer.
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## 13. LOST PACKAGES
A package is considered potentially lost if its tracking shows no scan event for **more than 10 consecutive business days** for EU destinations (more for non-EU). In that case:
- Contact us at contact.camperista@gmail.com with your order number.
- We will open a claim with the carrier. Carrier investigations typically take 5–15 business days.
- If the carrier confirms the loss, we will, at your choice, **resend** the order at our cost or issue a **full refund**.
Lost packages must be reported within **30 days** from the shipping date. Claims submitted later may no longer be honored by the carrier.
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## 14. ORDER CHANGES AND CANCELLATIONS
- You may **cancel** an order or **change** the shipping address **free of charge** as long as the order has not yet entered production (typically within the first few hours after order placement).
- Once production has started, cancellation may no longer be possible for custom items, and address changes may incur additional carrier fees.
- To request a change or cancellation, contact us immediately at contact.camperista@gmail.com with your order number.
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## 16. CONTACT
For any shipping, delivery, or returns question:
**Camperista.ro**
Email: contact.camperista@gmail.com
Website: https://www.camperista.ro
Customer service hours: Monday–Friday, 09:00–17:00 EET
Response time: 24–48 business hours
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## 17. RELATIONSHIP WITH OTHER POLICIES
This Shipping & Returns Policy forms an integral part of our **Terms of Service**. In case of any conflict between this document and the Terms of Service, this Shipping & Returns Policy prevails for shipping and returns matters specifically. Nothing in this policy limits your statutory rights as a consumer under Romanian or EU law.
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