Consumer complaints, withdrawal and cancellation letters in Romania
A consumer in Romania who buys online, by phone or away from the trader's premises can withdraw within 14 days without giving a reason, under Emergency Ordinance no. 34/2014, or within 30 days when the contract was made during an unsolicited visit to the home or on an excursion organised by the trader. The trader refunds every payment, standard delivery included, within 14 days of being told; the notice is the withdrawal form. For faulty goods, Emergency Ordinance no. 140/2021 requires the seller to bring them into conformity free of charge, by repair or replacement, which you ask for with the faulty product complaint. If that is not done in time or the fault returns, the demand for a price reduction or refund is the next step, and the repair record shows what you left at a service shop and in what state.
For a subscription, a written notice proves when you asked to end it. The phone, internet or TV cancellation relies on the rule that an initial contract term cannot exceed 24 months, and the subscription cancellation covers gyms, online platforms and courses. A disputed electricity or gas bill goes to the supplier with the energy supplier complaint. On a package holiday the organiser answers for every service in the package, even those provided by other firms, which is what the package holiday complaint relies on. For a flight cancelled or arriving at least three hours late, Regulation (EC) No 261/2004 sets compensation of 250, 400 or 600 euros by distance, under the conditions it lays down, claimed with the flight compensation claim.
When the trader does not solve the problem, the complaint to ANPC goes to the National Authority for Consumer Protection (Autoritatea Națională pentru Protecția Consumatorilor) or its county office. ANPC registers and examines individual complaints and, as with any petition to a public body, answers within 30 days. Unauthorised payments and bank disputes are on the money and banking page. The documents are in Romanian, and each document's page describes it in English; fill them in online and download a finished PDF, or download them blank. They are templates, not legal advice.
The documents
10 forms available to fill out or download.
Record of equipment left for repair (Romania)
The record made when a phone, laptop or appliance is left at a repair shop in Romania: the product and serial number, the accessories handed over, the fault reported, its visible condition, and the estimated cost and time. It says any work above the estimate needs the customer's prior agreement and that a product under warranty is repaired free. On collection, it shows what was handed in and in what state.
Cancelling a subscription for services (Romania)
The notice by which a consumer in Romania ends a subscription — a gym, an online platform, a course, any recurring service: the contract, the notice period and end date, stopping automatic debits, and a refund of payments made in advance for the time after it ends. It notes that a term allowing no way out, or imposing disproportionate penalties, may be unfair (Law no. 193/2000).
Complaint to the consumer protection authority, ANPC (Romania)
The complaint to ANPC, Romania's consumer protection authority, or its county office, when the trader has not solved the problem: the trader's details, what happened, what was already tried with the trader, and what is asked for. In Romania ANPC registers and examines individual consumer complaints and, as with any petition, answers within 30 days.
Cancelling a phone, internet or TV contract (Romania)
The notice by which a consumer in Romania ends a contract with a phone, internet or TV provider and, if needed, complains about the service. It cites the rules that protect them: an initial term of at most 24 months, termination at any time after it with at most a month's notice, and termination without cost when the provider changes the contract unilaterally. It announces the return of the equipment and asks for confirmation.
Complaint to an electricity or gas supplier (Romania)
The written complaint to a Romanian electricity or gas supplier, with everything it needs to settle it: the customer code, the supply point, the meter's number and actual reading, the disputed bill and its period, what is wrong and what is asked for. It asks for an answer within the time set by ANRE's performance standard and names the next step — a complaint to ANRE. Water is a separate regime and is not covered.
Complaint about a faulty product (Romania)
The complaint in which a consumer in Romania asks the seller to repair or replace faulty goods, under Emergency Ordinance no. 140/2021: the product, the date and price of purchase, what is wrong and when it appeared, and the remedy asked for. It points out that the goods must be brought into conformity free of charge within 15 calendar days at most, and what follows if they are not.
Demand for a price reduction or a refund for a faulty product (Romania)
The demand in which a consumer in Romania, after the product was not repaired or replaced in time or the fault came back, asks for a proportionate price reduction or for the contract to be ended and the money refunded, under Emergency Ordinance no. 140/2021. It refers to the earlier complaint, says why this step is taken, states the sum and the account, and notes that the return is at the seller's expense.
Flight delay or cancellation compensation claim (Romania)
The claim to an airline for compensation under Regulation (EC) No 261/2004 — 250, 400 or 600 euros per passenger, by distance — when a flight arrived at least three hours late or was cancelled without the notice required. It gives the flight and booking details, the scheduled and actual times, the other passengers on the booking, extra expenses, and the account for payment. It names ANPC as the regulation's national enforcement body.
Complaint about a package holiday (Romania)
The complaint to the organiser of a package holiday about services that were not what was booked — accommodation, transport, transfers, meals: the trip, dates and travellers, what was wrong, how and to whom it was reported on the spot, and the price reduction and compensation claimed. The organiser answers for every service in the package, even those provided by other firms (Ordinance no. 2/2018).
Withdrawal form for an online or distance purchase (Romania)
The notice by which a consumer in Romania withdraws from an online, phone or off-premises purchase within 14 days — 30 if the contract was made during an unsolicited visit to the home or on an excursion organised by the trader — without giving a reason (Emergency Ordinance no. 34/2014). It identifies the product and the order, asks for every payment — standard delivery included — to be refunded within 14 days to the account given, and announces the return of the goods. It follows the content of the model in the ordinance's annex.