Terms and Conditions

Version: 1.0

PREAMBLE

This document constitutes a binding legal agreement concluded between the operator of the alvashop.md platform — Societatea cu Răspundere Limitată „ALVA ENTERPRISES”, with its registered office at MD-4301, str. Dimitrie Cantemir 34, or. Căușeni, Republic of Moldova, IDNO 1024608002049, hereinafter referred to as the "Operator" — and any natural or legal person who accesses the platform or places an order through it, hereinafter referred to as the "Consumer" or "User".

Accessing the platform, creating a user account, or placing an order constitutes unconditional and full acceptance of these Terms and Conditions. A User who does not agree with these conditions is obliged not to use the platform.

This agreement is governed by the legislation of the Republic of Moldova, including, but not limited to: Law No. 105/2003 on Consumer Protection, Law No. 284/2004 on Electronic Commerce, and Law No. 133/2011 on the Protection of Personal Data. Insofar as the Operator sells goods to consumers from member states of the European Union, Directive 2011/83/EU on consumer rights applies.

ARTICLE 1. SUBJECT OF THE CONTRACT

1.1. The Operator provides Users with an e-commerce platform through which cosmetic products, skincare products, and related items are sold, all of original origin, purchased from authorized suppliers.

1.2. Any order placed through the alvashop.md platform constitutes an offer to purchase from the User, which becomes a binding sales contract at the moment of its express confirmation by the Operator by sending an electronic confirmation message to the email address provided by the User.

1.3. The Operator reserves the right to refuse or cancel any order in justified situations, including: product unavailability in stock, provision of incorrect or incomplete contact details, reasonable suspicions of fraudulent use of the platform, or the impossibility of confirming the order. The User will be notified as soon as possible in such cases.

ARTICLE 2. PRICES AND CURRENCY

2.1. All prices displayed on the platform are expressed in Moldovan Leu (MDL) and include value-added tax, insofar as it is applicable under the fiscal legislation in force.

2.2. The Operator reserves the right to modify product prices at any time, without prior notice. The price applicable to an order is the one displayed at the time of order confirmation by the User, and subsequent variations are not enforceable against either party.

2.3. The Operator makes reasonable efforts to ensure the accuracy of the displayed prices. In the event that a product has been published with an obviously erroneous price, the Operator has the right to cancel the order and notify the User, without this giving rise to any obligation for compensation.

ARTICLE 3. PAYMENT METHOD

3.1. The only payment method currently available is payment upon delivery (cash on delivery). No payment is requested or processed in advance through the platform.

3.2. Payment is made in cash at the time of collecting the parcel from the courier service point or at the time of home delivery, as the case may be.

3.3. The Operator does not collect or store bank card data through the platform.

ARTICLE 4. DELIVERY

4.1. The delivery of orders is carried out exclusively through the company Nova Posta, within the territory of the Republic of Moldova.

4.2. The delivery cost is fixed and amounts to 70 (seventy) Moldovan Leu (MDL) per parcel, regardless of its weight, volume, or destination within the Republic of Moldova, except in cases where the Operator explicitly communicates another value at the time of order confirmation.

4.3. Estimated delivery times are 1–3 business days for the municipality of Chișinău and surrounding localities, and 2–5 business days for the rest of the localities in the Republic of Moldova. These deadlines are indicative and do not constitute an essential term of the contract within the meaning of Art. 709 of the Civil Code of the Republic of Moldova. The Operator is not responsible for delays caused by the courier service, weather conditions, public holidays, or the provision of incorrect delivery data by the User.

4.4. Upon dispatch of the parcel, the User receives via email the tracking number (AWB) which allows them to monitor the delivery status on the Nova Posta platform.

4.5. If, at the time of receipt, the parcel shows visible damage to the outer packaging, the User is entitled to refuse delivery and notify the Operator within 24 hours at the address alvashop.md@gmail.com.

ARTICLE 5. RIGHT OF WITHDRAWAL AND PRODUCT RETURN

5.1. In accordance with the provisions of Law No. 105/2003 on Consumer Protection and the principles of Directive 2011/83/EU on consumer rights, the individual Consumer benefits from the right of withdrawal within 14 (fourteen) calendar days from the date they take physical possession of the products, without the need to invoke any reason.

5.2. To exercise the right of withdrawal, the User sends an express notification to the address alvashop.md@gmail.com, indicating the order number, the products subject to withdrawal, and contact details. The 14-day period is calculated from the date of receipt of the parcel by the User.

5.3. By way of derogation from paragraph 5.1, the right of withdrawal does not apply to cosmetic products that have been unsealed or opened after delivery, for reasons of hygiene and public health protection, in accordance with Art. 16 lit. (e) of Directive 2011/83/EU. This exception does not operate if the product has a manufacturing defect or does not correspond to the description on the platform.

5.4. Returned products must be sent in their original condition, with undamaged packaging, accompanied by the original delivery document. The costs of return are borne by the User, except in situations where the Operator has delivered a product different from the one ordered or a product with defects.

5.5. Reimbursement of the value of returned products is carried out within 14 (fourteen) calendar days from the date on which the Operator confirms the receipt and verification of the returned products, by the same method by which payment was made or by another method agreed upon by both parties.

ARTICLE 6. LEGAL WARRANTY AND CONFORMITY 6.1. All products sold through the platform benefit from the legal warranty of conformity, under the conditions provided by Law No. 105/2003 and the applicable legislation regarding the sale of consumer goods.

6.2. The User who finds that the received product does not correspond to the placed order, shows manufacturing defects, or damage caused during transport has the obligation to notify the Operator within 48 (forty-eight) hours from the receipt of the parcel, at the address alvashop.md@gmail.com, accompanying the notification with clear photographs of the product and the packaging.

6.3. The Operator will analyze the complaint and communicate to the User the proposed solution (replacement, return, or other form of remedy) within a reasonable time, but no later than 15 calendar days from receiving the complete notification.

ARTICLE 7. LIMITATION OF LIABILITY

7.1. Information regarding products, including descriptions, ingredients, and usage recommendations, is provided for informational purposes and does not constitute medical or dermatological advice. The Operator is not responsible for any adverse reactions arising from incorrect use of the products or disregard for the manufacturer's warnings.

7.2. The Operator is not responsible for indirect, incidental, or consequential damages suffered by the User as a result of using the platform or the purchased products, within the limits permitted by applicable law.

7.3. The total liability of the Operator towards the User, for any cause and regardless of the form of action, will not exceed the value of the order that generated the dispute.

ARTICLE 8. INTELLECTUAL PROPERTY

8.1. All elements of the alvashop.md platform, including, but not limited to: design, texts, photographs, logos, trademarks, and source code, are the property of the Operator or are used based on valid licenses and are protected by intellectual property legislation. Reproduction, distribution, or use of these without the prior written consent of the Operator is prohibited.

ARTICLE 9. FORCE MAJEURE

9.1. Neither party will be held liable for the non-execution or delayed execution of assumed obligations in the situation where this is caused by a force majeure event, as defined by the Civil Code of the Republic of Moldova — any external, unpredictable, absolutely invincible, and inevitable circumstance.

ARTICLE 10. MODIFICATION OF TERMS AND CONDITIONS

10.1. The Operator reserves the right to modify these Terms and Conditions at any time. The updated version will be published on the platform with an indication of the date of the last revision. Use of the platform subsequent to the publication of the changes constitutes tacit acceptance of the updated version. Registered users will be notified by email regarding essential changes.

ARTICLE 11. APPLICABLE LAW AND DISPUTE RESOLUTION

11.1. This agreement is governed and interpreted in accordance with the legislation of the Republic of Moldova.

11.2. Any dispute arising from or in connection with these Terms and Conditions will be settled primarily amicably, through direct negotiation between the parties, within 30 days from the written notification of the dispute.

11.3. In the event that amicable settlement is not possible, jurisdiction rests with the competent courts of the Republic of Moldova, in accordance with the applicable rules of civil procedure.

11.4. Consumers from the European Union also have the possibility to use the online dispute resolution platform made available by the European Commission at the address of the European Commission ODR platform.

CONTACT

For any notifications, complaints, or requests regarding this agreement:

Email: alvashop.md@gmail.com

MD-4301, str. Dimitrie Cantemir 34, or. Căușeni, Republic of Moldova