— Consumers
Dispute Resolution
This English translation is provided for convenience only. In case of any discrepancy, the Romanian version prevails.
We want any concern to be resolved quickly and amicably.
1. Contact us first
For any complaint, contact us at 0751 059 740, in writing at Strada Aurel Vlaicu I3, Arad 310141 or at contact@sarafinejewelry.ro. We reply as soon as possible, usually within 30 days at most.
2. ANPC
National Authority for Consumer Protection (ANPC): anpc.ro. For Arad County: the Arad County Commission for Consumer Protection. You can file complaints online through the ANPC website.
3. Alternative dispute resolution (ADR / SAL)
Under Government Ordinance no. 38/2015 and ANPC Order no. 449/2022 (as amended by ANPC Order no. 270/2026), consumers may use the ADR procedure through the ANPC platform: reclamatiisal.anpc.ro.
4. European ODR platform (SOL)
The European Online Dispute Resolution platform (ODR/SOL) was discontinued as of 20 July 2025, by Regulation (EU) 2024/3228, which repealed Regulation (EU) 524/2013. For cross-border disputes, information about dispute resolution bodies in the Member States is available at consumer-redress.ec.europa.eu and through the European Consumer Centre Romania (eccromania.ro).
5. Courts of law
Your right to bring proceedings before the competent courts in Romania remains unaffected.
Informative document based on the legislation in force on the date of the update. We recommend periodic review by a legal adviser.