Frequently asked questions
If I enter incorrect invoicing details, can the invoice be redone?
Yes, the original invoice can be cancelled and redone correctly only if it is the same accounting month. To request re-invoicing, you must contact us at 0256-702-689.
What should I do if I receive a faulty new product?
Contact us at 0256-702-689 or by e-mail at firstname.lastname@example.org, and we will solve your problem as soon as possible.
What can I do if the product brakes while using it?
If the product broke and it is still covered by warranty, fill out the warranty form and send it to us with the same courier company you received it with. Shipping is free and the product will be repaired or replaced. If you opt for a courier company other than the one agreed by us, you will bear the transport costs.
Why order online?
If you place an order online, you have several advantages:
- You can place your order at any time;
- The sequence of order registration is kept;
- Product reservation is made automatically upon registration of the order;
- You can check the status of the order from your Bursa de Cartuse account;
- By Bursa de Cartuse, you have access to the best prices of big manufacturers of compatible consumables
When is my order delivered?
For the products sold by Bursa de Cartuse, as soon as the order is closed and delivered to the courier, you will receive a notification email. From this moment the delivery should be done in no more than 24-48 hours. You can follow the status of your order by entering your client account on Bursa de Cartuse, in "My Orders" section. For the products sold by a Bursa de Cartuse partner, your order will be shipped from Europe through the courier agreed together in approximately 5-7 days from the firm order. You will be informed of the deadline by the Bursa de Cartuse partner.
How do I know if a product can be returned?
A product can be returned if it is in the same state in which it was delivered (it does not present: scratches, damage, missing accessories, incomplete packaging, etc.).
How long does it take to get the money back after the return?
The money can be returned within 14 days from the receipt of the product by Bursa de Cartuse, in the account indicated when filling in the Return Form. If the payment was made online with a bank card, your money will be refunded in that account.
What do i do if I didn’t receive the invoice in the parcel?
As soon as your order was invoiced, you can download the invoice from your customer account. Go to My Orders section of your account, select the order, download the invoice and save it or print it. Also, when your order is delivered to the courier we will send you an email with the delivery details, from which you will be able to download the invoice.
How do I return a product if I’m not happy with it?
Check if the product can be returned and then fill in the “Return Form” within 14 days from the date of the product receipt. The product must be returned in the same state in which it was delivered, in its original packaging.
What do I do if I have a defective product sold and marketed by Bursa de Cartuse partners?
If you purchase products from Bursa de Cartuse partners, you benefit from the same warranty term, namely: 24 months.
How can I cancel or modify an order issued?
An order issued can be cancelled or modified by phone at 0256-702-689 or by e-mail: email@example.com
What can I do if I receive an incomplete parcel with some products missing?
If you checked and found that you are missing certain products from your parcel, you must contact us at 0256-702-689, within 48 hours from the receipt of the parcel. Any subsequent notification will not be resolved positively.
The product received has a physical defect. What can I do?
If the product received has a physical defect (it is hit, scratched, cracked, chipped, broken, etc.), we recommend that you do not use it and inform us within 48 hours after delivery, at the email address firstname.lastname@example.org or at the number 0256-702-689.
How long does it take to have a faulty product repaired?
The maximum term of repair in our service of a product that falls within the scope of Law 449/2003, updated, is 15 calendar days from the receipt of the product in the service unit.
What can I do if I lost my invoice?
If you lost your invoice, you can download it again from your Client Account or you can contact us, at the email address email@example.com or at the number 0256-702-689.
I received a product other than the one ordered. What can I do?
If you received a product other than the one ordered, please let us know at the email address firstname.lastname@example.org or at the number 0256-702-689, together with the order details and the name of the product delivered.