Refund policy

Last updated: July 22, 2026

Returns, Refunds and Cancellations

Moldova Concept Distribution (operated by PRO-RAY EX SRL) serves business customers only — hotels, restaurants, distributors, and other companies. As this is a business-to-business (B2B) relationship, the 14-day right of withdrawal applicable to individual consumers under EU/UK consumer protection law does not apply to orders placed through this website.

No Returns After Customs Clearance

Once goods have cleared customs at destination with completed import documentation, the order is considered final. We do not accept returns, refunds, or exchanges for goods after this point. Buyers are responsible for inspecting goods and verifying documentation as part of the customs clearance process.

Claims Before Customs Clearance

Any concerns regarding an order — including discrepancies with the order confirmation — must be raised before the shipment is dispatched or, at the latest, before customs clearance is completed at destination. Contact us immediately at sales@moldovaconcept.com with your order reference.

Loss or Damage in Transit

Goods are insured for transport, as described in our Shipping Policy. Any loss, damage, or shortage occurring during transit — before goods clear customs — is handled through the applicable cargo insurance policy, not through this return/refund policy. Please refer to our Shipping Policy for details on risk transfer and insurance coverage.

Order Cancellations

Cancellation requests must be submitted before the order has been dispatched. Once goods have shipped, they are no longer eligible for cancellation. Certain custom or made-to-order goods may not be eligible for cancellation once production or procurement has started.

Regional Restrictions

Alcoholic products (wines) are not available for sale, delivery, or return processing in Libya, in accordance with local legislation prohibiting alcohol.

Contact

For any pre-shipment order concerns or cancellation requests, contact us at office@moldovaconcept.com or sales@moldovaconcept.com, or call +373 69 43 81 11.