Dispute resolution

Dispute Resolution

Last updated: April 2026

At Timmann Audio, we are committed to resolving any issues or disputes in a fair, transparent, and amicable manner. This Dispute Resolution policy explains the steps we follow when a disagreement arises between you (the Customer) and us (Timar Vasile-Călin Individual Enterprise – Timmann Audio).

1. Amicable Settlement (Friendly Resolution)

We strongly believe that most issues can be resolved quickly and satisfactorily through direct communication.

If you have any complaint, problem with a product, delivery issue, warranty claim, or any other concern regarding your order or our services, please contact us as soon as possible using one of the following methods:

Please provide your order number, a clear description of the issue, and any supporting photos or documents. We will respond to your request within 5 business days and make every reasonable effort to reach a mutually acceptable solution.

2. Formal Complaint Procedure

If the initial contact does not resolve the matter to your satisfaction, you may submit a formal complaint in writing.

Your formal complaint should include:

  • Your full name and contact details
  • Order number and date of purchase
  • Detailed description of the problem
  • What solution you are seeking (repair, replacement, refund, compensation, etc.)

We will acknowledge receipt of your formal complaint within 3 business days and provide a substantive response within a maximum of 14 calendar days (or 30 days in complex cases). During this period, we may request additional information or documentation if needed.

3. Alternative Dispute Resolution (ADR)

In accordance with Romanian and EU legislation on consumer disputes (including Law no. 193/2006 and Directive 2013/11/EU), if we cannot resolve the dispute amicably, you have the right to use alternative dispute resolution entities.

You may address your complaint to an authorized Alternative Dispute Resolution (ADR) body in Romania. A list of authorized ADR entities can be found on the website of the National Authority for Consumer Protection (ANPC): www.anpc.ro

We are willing to participate in any ADR procedure initiated by you.

4. Online Dispute Resolution (ODR) Platform

As an online trader established in the European Union, we are obliged to inform you about the EU Online Dispute Resolution Platform.

You can submit your complaint through the official ODR platform at: https://ec.europa.eu/consumers/odr

This platform facilitates the independent, impartial, and efficient resolution of disputes between consumers and traders online. You will need to provide your email address and our email address: [insert your email].

5. Court Proceedings (Litigation)

If the dispute cannot be resolved through amicable means, alternative dispute resolution, or the ODR platform, either party may initiate legal proceedings.

In such cases:

  • The dispute shall be settled by the competent courts of law from Baia Mare, Maramureș County, Romania, in accordance with Romanian law.
  • For consumers, the competent court may also be the one from your place of residence if this is more favorable under mandatory consumer protection rules.

6. Applicable Law

These Terms, including this Dispute Resolution policy, are governed by and interpreted in accordance with the laws of Romania, without regard to conflict of law principles.

By using our website and placing orders, you agree to the above dispute resolution process.

We value every customer and sincerely hope that any potential issue can be resolved quickly and to your full satisfaction through open communication.

If you have any questions about this Dispute Resolution policy, please do not hesitate to contact us.