Frequent questions

In order to place an order, it is necessary that you create a customer account with a valid email address by which we can discuss issues regarding your order. We recommend that you place the order by using an updated Internet browser such as Mozilla Firefox or Google Chrome.

The steps are available in the section ”How do I order?”.

The payment methods can be carried out with a card Visa, Visa Electron, Maestro, MasterCard or payment on delivery at reception of parcel. The prices are expressed in RON and include VAT.

Cash on delivery (cash), after selecting the desired products and entering the required data, select “Cash on delivery”. Payment will be made in cash to the courier at the time of delivery of the order.

Yes, the products can be delivered to another country.

At step two of purchase order, called PAYMENT METHOD, you have to fill in the company data for which a fiscal invoice will be issued.

Attention, the invoicing data cannot be changed after the placement of order for the order registered with invoicing data completed for a natural person, no invoice can be generated for the legal person later, which is valid also for the change from legal person to natural person.

Yes, the orders registered can be cumulated in order to be sent in a single shipment.

The payment methods available are online payment by credit card or payment on delivery of parcel. We accept the credit cards Visa, Visa Electron, Maestro, MasterCard. By choosing this version (payment by card) you will be redirected to a secured page, Euplatesc.ro, where you have to fill in the details of your credit card.

The procedure works by the system of authorisation/receipt. If you made a pre-order on our website, its countervalue was blocked in your account. According to the regulations Visa and Mastercard the reception of amount for an order is made when we send the order to you (when the products related to the order leave the warehouse and for which there is a proof of their delivery to the courier service in view of dispatch to customer), thus the money will be transferred from your account to the account of the shop.

If the dispatch of product was not made in due course, the amount will be unblocked or credited depending on the status of transaction – at the request of the customer.

Attention! If the payment was not made, and the order did not enter the stage ”Approved Payment” and it is only Registered in system, it will not be processed.

Cash on delivery (cash), after selecting the desired products and entering the required data, select “Cash on delivery”. Payment will be made in cash to the courier at the time of delivery of the order.

According to the regulations Visa and Mastercard the amount cannot be partially received. If a product is not added to your order, after the collection/dispatch of products and reception of full amount, we initiate a crediting procedure of the amount of product not included in parcel, and the money will return to the bank account from where the payment was made, within 1-15 working days depending on the issuing bank (usually 3 working days).

For the cancellation of orders paid, you have to register a cancellation request in customer account. For the registration of this request, you have available in the customer account, in section Orders, in the History of orders, the button ”Cancel Order”.

When the order is not collected by courier, usually the amount is blocked in your account and can be unblocked, at customer request, within 2-3 working days depending on the bank who issued the card.

When the order was collected by the courier, we wait for the reception of transaction, then we initiate the crediting procedure, and the amount will get into your account within 1-30 working days depending on the bank who issued the card (usually 3 working days). In this situation it is necessary that you confirm by email that you will not accept the reception of parcel if the courier company does not process the return request in due course.

You can opt for home delivery, as follows:

Home Delivery:

Bucharest – transport fee for the first 5 kilos – 16 lei VAT included – we dispatch by GLS Platform.

The processing deadline in this case is up to 6 working days, to which we add the delivery up to 4 working days, usually the next working day after the takeover of parcel from warehouse.

For each additional kilo, you will pay 1.19 lei VAT included. The price will be calculated after the processing of pre-order, we will send you a payment link by email.

National – standard transport fee for the first 5 kilos – 16 lei VAT included – we dispatch by GLS platform.

The processing deadline in this case is up to 6 working days, to which we add the delivery up to 4 working days after the takeover of parcel from warehouse.

For each additional kilo, you will pay 1.19 lei VAT included. The price will be calculated after the processing of pre-order, we will send you a payment link by email.

The processing deadline of orders with delivery at the Romanian Post offices or at home includes both the collection and packing of the products.

The transport price will be displayed at step 3, on the pre-order confirmation page (it is visible before you make the payment), it is added to the cost of products and is included in the amount paid online.

For further information, please access the page ”Shipping and Payment”.

Return conditions for customers of pronaturasport.ro:

For the TOTAL or PARTIAL return of an order, you have to register a return request in the customer account. For the registration of this request, you have available in the customer account, in section Orders, in the order history, the button ”Return products from order”. The return address and conditions are sent to you by an operator as answer to this request. The return right applies only to the products ordered and paid for on the website Shop-swiss.ro. The return of products which fulfil the return conditions can be made after you noticed a deficiency of the product pre-ordered or without a certain motivation, within 14 calendar days from the reception of products, according to GEO 34/2014.

TOTAL RETURN – If the customer returns the whole order, Pro Natura Sport will return the value of pre-ordered products and transport cost for delivery of order, while the transport cost for the return of products to Pro Natura Sport will be covered by the customer who requested the return. The return of products can be made by any courier company preferred by the customer by respecting the details mentioned in the email received after the registration of return request.

PARTIAL RETURN – If the customer wants a PARTIAL return of an order, certain products from order, not the whole order, Pro Natura Sport will only return the value of products which the customers wants to return without returning the transport cost for the shipment. In this case, the transport cost for return of products will be paid by the customer. The return of products can be made by any courier company preferred by the customer by respecting the details mentioned in the email received after the registration of return request.

Pro Natura Sport will return the value of returned products within 14 days from denouncement date in writing of this contract, but not before the reception date of goods. The return of amount is made by the same payment method used at payment for the products (after the reception and checking of return, we initiate the crediting procedure of the amount related to the product in the customer account, for the initial transaction). The products which will be returned must be accompanied by the fiscal purchase document.

For further details about the legal framework and for information regarding the reduction of value of returned goods, please access the page ”Return and Guarantee”.

Attention! If you want to return the products purchased from the Pro Natura Sport, you have to discuss the possibility of return with a representative in the point of work from where the products were purchased and you must have the fiscal voucher which confirms the purchase! You can also contact us to: office[at]]pronaturasport[dot]ro.

We recommend that you address your questions by sending an email to: office[at]pronaturasport[dot]ro or by adding a message in your pre-order. You can also contact us on the Facebook page Pro Natura Sport..

We recommend that you also read the information displayed on page ”Contact us!”

Please send an email to the address: office[at]]pronaturasport[dot]ro with the title ”Complaint” or ”Notice” in which you mention the product you complain about (product, order, delivery, return, payment, requests, cancellation of order, incompliant product, missing product, product received in excess, staff etc.), the encountered problem, the number of your order where applicable, and also the contact data.

According to procedures, you will receive a confirmation (by email, please check the spam folder) of registration of your complaint and we will come back with an answer to your problem.

We recommend that you also read the information displayed on page ”Contact us!”

Please send an email in which you detail your offer to the address: office[at]]pronaturasport[dot]ro with the title ”Collaboration” which also contains the contact data.

The products in campaigns are those selected when you click the promotion banner and please have in view that generally the package products do not go into a new campaign.

The orders cannot be changed, so you cannot add products, but when your order was not processed and you noticed that you added a wrong product, please contact us as soon as possible so that it is eliminated from order, because it cannot be replaced (and we will credit its amount in the account used in trading). In order to contact us, you can add a comment in order, send a message on the Facebook page or send an email to: office[at]]pronaturasport[dot]ro. The processing deadline includes both the collection and packing of products and when the order was finalized and went to be prepared in a parcel, it cannot be changed!

If you encountered an error when you entered the card data, the order can be paid if you enter your account in section Orders. When you access the order in question, you will notice the following note in Invoicing Information: ”The order is not paid”. In order to retry the payment – click Retry payment.

The order with uncompleted payment is recorded in section Orders from the customer account and remains valid for payment for 24 hours. After the expiry of this deadline, the payment cannot be resumed and you have to place a new order.

If the order has not been already collected by the courier, the address can be changed only with the help of Customer Relations Department, so please send a message on facebook page or send an email with the subject ”Change of address” to: office[at]]pronaturasport[dot]ro in which you specify the new full address: town, county, name and number of the street, block, entrance, floor, flat and postcode.

Depending on the destination town, if there is a difference between the transport fee paid initially and the transport fee for the final destination, you will receive a payment link for the payment of this difference. Also, please remember that depending on the status of your order at change of address, it is likely that the delivery process suffers delays.

Such cases can be solved by the Customer Relations Department and you have to send an email to: office[at]]pronaturasport[dot]ro with the title ”Notice/Complaint of delivery” or a message on the facebook page, which contains details about the order and the problem encountered.

We recommend that you also read the information displayed on page ”Contact us!”