In short
- Contact us first: we answer complaints within 30 days.
- You can contact ANPC or use alternative dispute resolution (SAL).
- For disputes with a trader in another EU country, ECC Romania can help.
01Complaints to us
For any issue with a package, a payment or a listing, email contact@empireterra.ro with the order number or listing code. We confirm receipt and reply within 30 days, the general complaint period under Romanian Ordinance 21/1992 on consumer protection.
02National Authority for Consumer Protection
If you are not satisfied with our reply, you can file a complaint online at www.anpc.ro, with ANPC or with the competent county consumer protection office.
03Alternative dispute resolution (SAL)
Consumers can use the ADR procedures governed by Romanian Ordinance 38/2015 on alternative dispute resolution between consumers and traders, through the ANPC platform reclamatiisal.anpc.ro. The procedure is quick, low cost and does not stop you going to court later. We display the SAL pictogram under ANPC Order 449/2022, as amended by ANPC Order 270/2026.
04The EU ODR platform
The EU online dispute resolution (ODR) platform closed on 20 July 2025 under Regulation (EU) 2024/3228. For cross border disputes with traders in other EU countries, contact the European Consumer Centre Romania.
05Courts
You can go to the competent court at any time. Consumers may also bring a claim in the court of their domicile.
Version in force since 2 November 2026. Earlier versions are available on request.
