Terms and Conditions
TERMS AND CONDITIONS – MAMA LOLA (www.mamalola.ro)
1) ABOUT THIS DOCUMENT
These Terms and Conditions govern the use of the mamalola.ro website and the sale of products through it. By accessing the website and/or placing an order, you confirm that you have read and accept the provisions below.
2) MERCHANT – IDENTIFICATION AND CONTACT DETAILS
The mamalola.ro website is operated by:
20TREE FAMILY S.R.L. ("Mama Lola", "we", "Seller")
Tax Identification Number (CUI): 45211555
Trade Register Number: J03/2706/2021
Registered Office: Negrași Village, Negrași Commune, No. 345, Argeș County, Romania, postal code 117535
E-mail: salut@mamalola.ro
Phone: 0720 758 360
3) PRODUCTS SOLD. STOCK
Products displayed on the website can be purchased by individuals and/or legal entities, subject to availability.
Stock indications ("in stock", "available", etc.) are for informational purposes only. Final confirmation regarding the fulfillment of an order is made after checking the order in the system.
4) DESCRIPTIONS, PHOTOS, PRESENTATION
We strive to ensure that product information (ingredients, weight, allergens, storage recommendations) is accurate and up-to-date.
Photos on the website are for presentation purposes. Being artisanal products and/or produced in small batches (including ceramics), there may be differences in appearance (shade, packaging, label, finishing details), without affecting quality or conformity.
5) ORDER – ONLINE AND BY PHONE (OFFLINE)
5.1 Online Order (on website)
Orders are placed on mamalola.ro, following the steps in the shop. Depending on the shop settings, orders can be placed with or without an account.
After placing the order, you will receive a confirmation/registration message (usually by email). Please carefully check the order details (products, quantities, address, phone, email) and notify us immediately if you notice an error.
5.2 Phone Order (offline)
We also accept phone orders at 0758 262 565, subject to product availability and delivery possibilities.
For clarity, phone orders are considered registered only after details are confirmed in writing (e.g., by email) or after the Client confirms the order summary in writing (products, quantities, delivery details). After confirmation, the Client is obliged to check the details and immediately report any discrepancies.
6) MODIFICATION OR CANCELLATION OF ORDER
If you need to modify an order, please contact us as soon as possible via email at salut@mamalola.ro and by phone at 0758 262 565.
- Before confirmation and before an order enters preparation/shipping, modifications are usually possible.
- Once an order is confirmed and enters preparation, modifications may be limited and can only be made if practically possible, depending on the stage of the order.
7) CONCLUSION OF CONTRACT
The listing of products on the website is for informational purposes and does not constitute an irrevocable offer.
The distance contract is considered concluded when the order is confirmed by the Seller and enters preparation for shipping / is handed over to the courier.
If a product becomes unavailable, we will contact you for options (replacement, adjustment, cancellation). If the order is canceled (in whole or in part), the amounts received for the canceled part will be refunded.
8) PRICES, CURRENCY, SHIPPING FEES
Product prices are normally displayed in RON. For orders outside Romania, the website may also display prices in EUR (euros) or GBP (pounds sterling), depending on the delivery country and shop settings.
If prices are displayed in EUR/GBP, these are indicative and may result from currency conversion applied by the platform, payment processor, and/or issuing bank, at their exchange rate and fees. The final amount debited may vary slightly depending on the exchange rate on the day of the transaction and bank fees.
Shipping costs are not included in the product price and are calculated separately at checkout, depending on the address and delivery method.
We reserve the right to change prices displayed on the website. Changes do not affect confirmed orders.
Price negotiation can only be discussed for large quantities and/or special conditions (e.g., corporate/events), based on a written agreement.
9) PRICING ERRORS (INCORRECT DISPLAY)
If a product is displayed with an incorrect price (technical or human error), we will contact you, and you will have the option to:
(1) confirm the order at the correct price or
(2) cancel the order.
If we cannot contact you within a reasonable timeframe, the order may be canceled, and the paid amount will be refunded.
We are not obliged to fulfill orders that include products displayed at an obviously erroneous price (easily noticeable error), especially when the price does not reasonably fall within our usual price range.
10) DISCOUNTS AND PROMOTIONAL CODES
Promotional codes are applied according to campaign conditions. Discounts are not cumulative, and discount codes from campaigns may not be applicable to already discounted products or gift boxes/packages (if this is mentioned in the campaign or at checkout).
11) PAYMENT – AVAILABLE METHODS
Products ordered on mamalola.ro are paid for using the method selected at checkout. Depending on the available options, payment can be made as follows:
a) Online payment (card) – through the authorized payment processor NETOPIA Payments.
b) Cash on delivery – where this option is available for the selected destination and courier. If not available, the option will not appear at checkout.
c) Bank transfer / wire transfer (advance payment) – the order enters preparation after communication of payment proof and after the amount is credited to the Seller's account. If payment is not made within a maximum of 2 days from order confirmation, we reserve the right to suspend or cancel the order, without the obligation to keep products reserved.
d) Other agreed methods – for special situations (e.g., corporate orders, collaborations, contracts), we can agree in writing on another payment method; details will be explicitly established between the parties.
In the case of international payments, the issuing bank may apply currency conversion and/or additional fees, independent of the Seller.
12) DELIVERY – DEADLINES, COURIERS, CONDITIONS
12.1 Couriers
- Romania: Sameday and/or FAN Courier (depending on the option available at checkout)
- Europe & UK: DHL (depending on the option available at checkout)
12.2 Maximum Deadlines
- Romania: maximum 7 working days from order confirmation (for products in stock).
- Outside Romania: maximum 10 working days from order confirmation.
Deadlines may be influenced by busy periods, weather conditions, difficult access to the address, transport delays, or other situations independent of the Seller.
12.3 Agreed Delivery Date (special cases)
In special situations, a specific delivery date can be agreed upon. Details are established with the Client and/or communicated after the order.
12.4 Correct Delivery Information
The Client is responsible for correctly filling in delivery and contact details. In case of incorrect/incomplete data or inability to contact, delays and/or additional re-delivery costs may occur.
12.5 Limitations
We do not deliver to PO boxes/post offices. Delivery is made by courier, according to the options displayed at checkout.
12.6 Checking the package upon delivery
Please check upon delivery: the number of packages/boxes, the integrity of the package, and the correspondence of the code/AWB with the order.
Any non-conformity (damaged package, broken product, leaks, missing products) should be reported in writing:
(a) in the courier's documents/observations (where possible) and
(b) to salut@mamalola.ro, ideally within a maximum of 48 hours of delivery, along with clear photographs.
12.7 Damaged Products / Loss / Refusal to receive
If a product arrives damaged, our recommendation is not to use it and to keep it in its original state (intact packaging/labels), to allow us to resolve the situation.
In case of refusal to receive or inability to deliver due to reasons attributable to the recipient (incorrect address, non-pickup, refusal, inability to contact), the order may be canceled. In such situations, we reserve the right to retain round-trip shipping costs and any special packaging costs (if any), and the difference will be refunded, if applicable, according to law.
13) CONDITIONS FOR CONSUMERS (NATURAL PERSONS)
This section applies exclusively to consumers (natural persons purchasing for personal use). If there are differences between these Terms and the mandatory legal provisions regarding consumer protection, the legal provisions shall apply.
14) WITHDRAWAL FROM CONTRACT (14 DAYS) – RETURNS
14.1 Right of Withdrawal
The consumer has the right to withdraw from the contract within 14 calendar days from receiving the products, without stating a reason, within the limits and with the exceptions provided by law.
14.2 Costs and Conditions
In case of withdrawal without reason, the cost of return is borne by the Client. Products must be returned in the same condition in which they were delivered, without signs of use, with intact packaging/labels, appropriately packaged for transport.
14.3 Exceptions
By their nature, certain products may fall under legal exceptions regarding withdrawal (e.g., perishable products, products that can rapidly deteriorate, or other situations expressly provided by law).
14.4 Refunds
If the return is accepted, the refund will be made by the same payment method, within the legal timeframe, after receipt of the returned products (or after proof of shipment, as applicable).
15) CONFORMITY / WARRANTIES
Delivered products must match the description displayed on the website and the contractual conditions. We are responsible for any lack of conformity existing at the time of delivery, according to applicable law.
We cannot be held responsible for subjective expectations/estimates regarding qualities not expressly mentioned in the product description.
16) INTELLECTUAL PROPERTY
Texts, photographs, visual identity, the "Mama Lola" logo, and brand elements belong to 20TREE FAMILY S.R.L. or its partners and cannot be used without written consent.
17) PERSONAL DATA (GDPR)
We manage the personal data you provide to us securely and only for clear purposes. The field of data protection was previously regulated in Romania by Law no. 677/2001 regarding the processing of personal data and the free movement of such data, but this law was repealed starting from May 25, 2018. Currently, data processing is carried out based on Regulation (EU) 2016/679 ("GDPR") and Law no. 190/2018.
The purposes of processing primarily include: managing the account (if any), processing and delivering orders, communicating order status, issuing tax documents, customer support, improving services, and preventing fraud.
If you choose to subscribe, we may send you news, offers, or campaigns (newsletter). We do not send spam, and unsubscribing is possible at any time via the link in the email or by sending a message to salut@mamalola.ro.
We may transmit strictly necessary data to partners involved in the delivery of services (e.g., couriers – Sameday/FAN/DHL, payment processor NETOPIA, technical/IT providers, communication/marketing services), based on confidentiality and security obligations, as well as to authorities when there is a legal obligation or requests conforming to the law.
You have rights such as: access, rectification, erasure, restriction, portability, objection, and the right to lodge a complaint with ANSPDCP. To exercise your rights, you can write to us at salut@mamalola.ro.
18) COMPLAINTS, CLAIMS, DISPUTES. ODR/ADR
You can contact us at salut@mamalola.ro / 0720 758 360. We will try to resolve issues amicably.
If this is not possible, disputes will be resolved by the competent Romanian courts. EU consumers can also use the ODR/ADR platform for online dispute resolution, where applicable.
19) FORCE MAJEURE
We are not liable for delays or inability to deliver caused by force majeure events (e.g., severe weather phenomena, logistical blockages, official restrictions, major network outages).
20) FINAL CLAUSES
The use of the website is permitted for information and shopping purposes. Any abusive, fraudulent use or use that affects the functioning of the website is prohibited.
We reserve the right to update the content of the website at any time (including products, prices, descriptions), its structure, functionalities, and access method, as well as to temporarily or permanently interrupt certain sections/services of the website, when necessary (e.g., for maintenance, updates, or technical reasons), without requiring prior consent from users.
We may modify these Terms and Conditions whenever necessary. The applicable version is the one displayed on the website at the time of placing the order.
