1. Definitions

• Consumer: an individual acting for purposes outside their trade, business, craft, or profession.
• Business Customer: any customer who is not a Consumer.
• Client/User: any person or entity using the Site or Services.
• Seller/We/Us/Our: the legal entity identified in section 2.
• Goods/Products: items offered for sale on the Site.
• Direct Costs: actual, documented charges we incur from carriers and service providers because delivery could not be completed due to customer-caused reasons (for example refusal without valid reason, incorrect address/phone provided, repeated missed delivery attempts, or failure to complete customs clearance). Direct Costs may include return shipping, storage/handling fees charged by the carrier, and similar documented charges.

2. Business Information

3. Acceptance and Electronic Agreement

By using the Site and/or placing an order, you confirm that you have read and accepted these Terms. If the checkout includes an “I accept the Terms and Conditions” checkbox, ticking that checkbox constitutes your explicit agreement and forms part of the contract between you and us.

4. Online Operation and Fulfilment

We operate online and may fulfil orders from our own stock, partner warehouses, or by direct shipment from suppliers. Unless clearly stated otherwise at checkout or on the invoice, we remain your contractual seller.

5. Products, Information, and Compatibility

5.1 Product descriptions

We aim to provide accurate product information, images, and specifications. Minor errors may occur. If we discover a material error (for example incorrect key specification or an obvious pricing error), we may correct it, contact you with options, or cancel the order and refund any payment received.

5.2 Compatibility and technical requirements

Some products may require technical knowledge, suitable equipment, firmware/software, or compliance with local laws and licensing requirements (including radio transmission regulations). You are responsible for verifying compatibility and lawful use. If you are unsure, contact support before purchase.

5.3 Availability and quantity limits

Availability is not guaranteed. We may limit or cancel quantities per customer, household, or order where reasonable (for example high-demand items, supply constraints, or where abuse is suspected).

6. Prices and Taxes

6.1 Prices

Prices are shown on the Site and may change without notice. The price charged is the price shown at checkout at the time you place the order, except in the case of obvious errors.

6.2 Obvious errors

If a price is clearly incorrect due to an error, we may cancel the order and refund you, or offer you the option to proceed at the corrected price.

6.3 Taxes and duties

Where applicable, taxes are handled as described at checkout. For international shipments, customs duties, import taxes, and clearance fees may apply and are the customer’s responsibility unless otherwise stated.

7. Orders and Contract Formation

7.1 Placing an order

By placing an order, you agree to provide accurate and complete information, including delivery address, email, and phone number where required by carriers.

7.2 Order acceptance

An order confirmation email does not guarantee acceptance. The contract is formed when we confirm shipment or otherwise explicitly accept the order.

7.3 Right to refuse or cancel

We may refuse or cancel orders for legitimate reasons, including suspected fraud, payment failure, stock errors, compliance obligations, or where required by law. If we cancel an order after payment, we will refund the amount paid, subject to lawful deductions where applicable (for example Direct Costs already incurred due to customer-caused return-to-sender scenarios).

7.4 Order verification (anti-fraud)

To protect customers and our company, we may apply risk-based checks. We may request reasonable additional verification (for example confirmation of billing/shipping details or proof of authorization). If verification is not completed within a reasonable timeframe, we may cancel the order and refund the amount paid.

8. Payment

8.1 Payment methods

Accepted payment methods are displayed on the Site. Payment must be received in full before shipment unless expressly agreed otherwise.

8.2 Payment security

Payments are processed via secure payment providers. When third-party gateways are used, we do not store full payment card numbers on our servers.

9. Shipping and Delivery

9.1 Shipping policy

Shipping methods, estimated delivery times, and costs are described in our Shipping Policy: https://www.sdrstore.eu/order-delivery/

9.2 Delivery estimates

Delivery times are estimates and may be affected by circumstances beyond our control (for example customs processing, carrier disruptions, or force majeure).

9.3 Delivery issues, reporting, and evidence

If a parcel arrives damaged, appears tampered with, or items are missing, please notify us as soon as possible so we can open a carrier investigation and resolve the issue efficiently. Where possible, provide evidence such as photos of the parcel, label, packaging, and the item(s), plus a brief description.

• Visible transport damage: notify us within 48 hours of delivery where possible.
• Missing items / wrong item: notify us within 10 days of delivery where possible.

9.4 Failed delivery due to customer-provided details

If delivery fails due to incorrect/incomplete address details provided by the customer, refusal without valid reason, repeated missed delivery attempts, or failure to complete customs clearance, the customer may be responsible for Direct Costs incurred (see section 12.5).

9.5 Direct shipment from supplier

We may ship products directly from a supplier or partner warehouse when necessary to fulfil orders efficiently. This does not change your rights against us as the seller, unless clearly stated otherwise on the invoice/checkout.

9.6 Return-to-sender due to customs or refusal

If a parcel is returned to us because customs clearance was not completed, the recipient refused delivery without valid reason, delivery failed due to customer-provided address/phone issues, or repeated delivery attempts were missed, we may deduct Direct Costs from any refund due where permitted by law.

10. Ownership and Risk

10.1 Reservation of title

To the extent permitted by law, ownership of goods remains with us until full payment has been received.

10.2 Risk of loss

For Consumers, risk generally passes to you when you (or a person you nominate) take physical possession of the goods. For Business Customers, risk may pass earlier (for example upon dispatch), to the extent permitted by law and agreed in writing.

11. Returns and Exchanges (Operational Policy)

Operational steps for returns, exchanges, and RMAs are described in our Returns and Exchanges Policy: https://www.sdrstore.eu/returns-and-exchanges/

12. Consumer Right of Withdrawal and Refund Rules

12.1 Right of withdrawal (Consumers)

If you are a Consumer and applicable law grants you a right of withdrawal for distance purchases, you may withdraw within the legally required period (commonly 14 days from the day you (or a person you nominate) receive the goods), subject to applicable exceptions.

12.2 How to exercise withdrawal

To exercise withdrawal, you must notify us with an unequivocal statement (for example by email to [email protected] or via a withdrawal request option in your account if available). Returning goods without a clear withdrawal notice may delay processing.

12.3 Refusing a parcel is not a withdrawal notice

Refusing a parcel or failing to complete delivery/customs procedures does not constitute a valid notice of withdrawal. If a parcel is returned to us due to refusal, failed delivery, or customs non-clearance without a valid withdrawal notice submitted first, the return may be treated as a customer-caused return-to-sender. Any Direct Costs charged to us by the carrier due to refusal/failed delivery/customs non-clearance may be deducted from the refund where permitted by law. This does not affect statutory rights that cannot be limited by contract.

12.4 Refund method and timing (Consumers)

Where a refund is due, we refund to the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the goods back or you provide evidence of return, as permitted by law.

12.5 Direct costs and lawful deductions

Where permitted by law, deductions are limited to Direct Costs and reasonable diminished value where goods were handled beyond what is necessary to establish their nature, characteristics, and functioning. Upon request, we may provide evidence of the relevant carrier/provider charges.

12.6 Return shipping costs

Unless the return is due to our error or a confirmed defect/non-conformity, the customer may be responsible for return shipping costs as described in the Returns and Exchanges Policy and applicable law.

12.7 Exceptions

Withdrawal rights may not apply to certain categories of goods as defined by law (for example goods made to your specifications, or sealed goods not suitable for return once unsealed, where applicable). Any applicable exceptions will be identified in the Returns and Exchanges Policy and/or product listing where relevant.

13. Defects, Non-Conformity, and Warranty

13.1 Statutory rights

Nothing in these Terms limits or excludes rights that cannot be limited or excluded under applicable law. For Consumers, this includes applicable legal guarantee and consumer protection rights.

13.2 Manufacturer warranty

Some products include a manufacturer’s commercial warranty. Any manufacturer warranty is in addition to statutory rights and does not replace them.

13.3 Defective or non-conforming products

If you receive a defective or non-conforming product, contact us with details and reasonable evidence (for example photos or a short description of the fault). We will handle the case in accordance with applicable law and our Returns and Exchanges Policy.

14. Integrity Checks, Serial Numbers, and Return Fraud Prevention

For serialized and high-value electronics, we may record serial numbers and unique identifiers at dispatch and verify them on return. If returned items are mismatched, incomplete, altered, or show evidence of misuse beyond reasonable inspection, we may refuse the return or apply a lawful deduction reflecting diminished value, as permitted by law.

15. Chargebacks, Payment Disputes, and Fraud

15.1 Contact support first

If you have an issue with an order, please contact support before initiating a payment dispute or chargeback. This does not limit your rights with your payment provider, but it often allows faster resolution.

15.2 Evidence submission

If a chargeback/dispute is initiated, we may submit relevant evidence to the payment provider (such as order details, communications, tracking data, delivery confirmation, and serial-number/dispatch records) to protect our legitimate interests and prevent fraud.

15.3 Zero-tolerance abuse policy

We do not tolerate fraud or abusive behavior, including item swapping, false non-receipt claims where delivery is confirmed, repeated refusal of deliveries, or repeated chargeback abuse. Where lawful, we may cancel orders, restrict accounts, refuse service, and report suspected criminal activity to relevant authorities.

16. User Accounts

16.1 Account responsibility

You are responsible for maintaining the confidentiality of your login credentials and for activities that occur under your account. Notify us promptly if you suspect unauthorized access.

16.2 Account restriction or closure

We may suspend or close accounts where necessary to protect the Site, other customers, or our company (for example suspected fraud, repeated abuse, or breach of these Terms).

17. Acceptable Use

You agree not to misuse the Site or Services. Prohibited conduct includes attempting to gain unauthorized access, interfering with Site operation, using stolen payment methods, abusing return/refund procedures, or submitting false claims.

18. Intellectual Property

All Site content, including text, graphics, logos, and images, is our property or used under license and is protected by applicable intellectual property laws. You may not use our content without written permission except as permitted by law.

19. Reviews and Statements

We welcome honest customer feedback. Unlawful content (for example threats, harassment, or knowingly false statements made with malicious intent) may be addressed through appropriate measures, including legal channels where necessary.

20. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect or consequential losses (such as loss of profit, loss of business, or loss of data). Our total liability for any claim relating to a purchase is limited to the amount you paid for the product in question.

This section does not apply where liability cannot be limited under applicable law (including for intentional misconduct or gross negligence, and for mandatory consumer rights where applicable).

21. Indemnity (Business Customers)

If you are a Business Customer, you agree to indemnify and hold us harmless from claims arising from your misuse of the Site, your breach of these Terms, or your unlawful use of products, to the extent permitted by law.

22. Electronic Communications

By using the Site or contacting us electronically, you agree that communications and records provided electronically satisfy legal requirements for written communications where permitted by law.

23. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, war, strikes, carrier disruptions, power outages, pandemics, and governmental actions.

24. Changes to These Terms

We may update these Terms from time to time. Changes become effective when posted on the Site. Your continued use of the Site after changes are posted constitutes acceptance of the updated Terms.

25. Governing Law and Disputes

25.1 Governing law

These Terms are governed by the laws of Romania. If you are a Consumer, you may also benefit from mandatory protections under the laws of your country of residence where applicable.

25.2 Friendly settlement

Before starting legal proceedings, we encourage you to contact support so we can try to resolve disputes amicably.

25.3 Consumer disputes and ADR

For Consumers, disputes may be brought before the competent courts. Alternative dispute resolution (ADR) may also be available depending on your location. The EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is no longer available.

26. Lawful Use, Export Controls, Sanctions, and End-User Statements

You are responsible for ensuring that the purchase, import, export, and use of products complies with applicable laws and regulations (including radio transmission rules, licensing, and import/export restrictions).

To comply with EU export controls, sanctions, and due diligence obligations, we may request additional information prior to shipment, including an End-User Statement (EUS) and/or end-use details for certain products, destinations, or risk scenarios. If requested information is not provided within a reasonable time, we may cancel the order and refund the amount paid.

We may refuse or cancel orders where we reasonably believe fulfilment would breach applicable law or compliance obligations.

27. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in effect.

28. Entire Agreement

These Terms, together with the policies referenced herein (including the Shipping Policy, Returns and Exchanges Policy, and Privacy Policy), constitute the entire agreement between you and us relating to the Site and purchases through the Site.

29. Contact

For questions about orders or these Terms, contact: [email protected]