Terms and conditions

1. General Terms

1.1 Identity

UPORTHO STORE SRL ("UpOrtho", "we", "our" or "us") is a Romanian limited liability company registered with the Trade Register under no. J40/17865/2018, VAT number RO40306492.

• Registered office: 5 Alexandru Vlahuță Street, Block M47, Staircase 2, Apartment 28, Bucharest, Romania

• Operational office and returns address: 39B Dr. Alexandru Vitzu Street, Sector 5, 050671 Bucharest, Romania

• Email: office@uportho.com

• Phone and WhatsApp: +40 724 129 129

These Terms and Conditions ("Terms") govern the use of www.uportho.com ("Website") and all purchases made through it.

1.2 Professional customers only

The Website is intended exclusively for professionals and legal entities active in dentistry, orthodontics, dental laboratories and related fields.

By creating an account or placing an order, the customer ("Buyer") confirms that they act in a professional capacity and accepts these Terms. UpOrtho may request proof of professional status and may refuse orders that do not meet this requirement.

1.3 Changes to these Terms

UpOrtho may amend these Terms at any time. The version in force is the one published on the Website, with its effective date. Changes do not apply to orders already confirmed.

1.4 Communications

By registering or ordering, the Buyer agrees to receive emails and calls about orders, invoices and deliveries. Marketing messages about offers and events are sent only with the Buyer's consent and can be refused at any time.

2. Orders and Contract Formation

2.1 Product information

Product descriptions, specifications and images are provided for information. UpOrtho may modify or discontinue products without affecting confirmed orders.

2.2 Availability

All products are subject to stock availability. If a product becomes unavailable after an order is placed, UpOrtho will notify the Buyer promptly and offer a replacement or a full refund.

2.3 Order confirmation

Placing an order is an offer to purchase. The contract is concluded when UpOrtho confirms the order by email ("Order Confirmation"). Automatic acknowledgements of receipt do not constitute acceptance.

If UpOrtho refuses or cancels an order, it will notify the Buyer within 3 business days and refund any payment received within 14 days.

2.4 Duration

The contract remains in force until the goods are delivered and for the applicable warranty period.

3. Discounts and Promotional Codes

Discounts and promotional codes cannot be combined unless expressly stated. Each code may be used once per Buyer unless otherwise specified.

For price reductions, the reference price shown is the lowest price applied by UpOrtho in the 30 days before the reduction.

UpOrtho may refuse abusive or ineligible use of promotional codes.

4. Prices, VAT and Payment

4.1 Prices

Prices are shown in euro (EUR). The price that applies is the one displayed when the order is placed.

4.2 Payment methods

• Credit or debit card (Visa, Mastercard, Maestro), Apple Pay and Google Pay, processed securely by Stripe

• Bank transfer, based on a proforma invoice

• Cash on delivery, for deliveries in Romania only

4.3 VAT

Prices displayed on the Website include Romanian VAT (21%).

Buyers established in another EU member state who provide a valid VAT number, verified in the VIES system, are invoiced without VAT under the reverse-charge mechanism. The Buyer is then responsible for accounting for VAT in their own country.

4.4 Invoicing

Invoices are issued electronically and sent to the Buyer's registered email address.

5. Delivery

5.1 Delivery area and carriers

UpOrtho delivers within Romania and to all European Union member states, using DPD, Sameday, UPS or other authorised couriers.

5.2 Delivery costs

Delivery is free for orders over EUR 200 (VAT included). For smaller orders, the delivery cost is calculated by destination and shown at checkout before payment.

5.3 Delivery times

Romania 1-3 business days

Other EU member states 3-7 business days

Orders placed on business days before 14:00 (Bucharest time) are usually dispatched the same day. In exceptional cases, such as supplier stock-outs or courier disruptions, delivery may take up to 30 days; UpOrtho will inform the Buyer if this happens.

5.4 Receipt of goods

Delivery is complete when the shipment is signed for by the Buyer or an authorised representative at the delivery address. If the Buyer is unavailable, the courier may attempt redelivery according to its own policy.

The Buyer should inspect the parcel on receipt and report visible damage or missing items within 2 business days to office@uportho.com.

6. Warranty

6.1 Legal warranty

All products sold by UpOrtho are covered by the legal warranty of conformity under the Romanian Civil Code and, for medical devices, by the manufacturer's warranty and applicable EU regulations.

The Buyer must report any defect in writing to office@uportho.com within 5 business days of discovering it, with the order number and photos where relevant.

6.2 Exclusions

The warranty does not cover defects caused by improper use, storage or handling, or by use contrary to the manufacturer's instructions.

6.3 Remedies

For a confirmed defect, UpOrtho will repair, replace or refund the product, at its choice and in accordance with applicable law. Return shipping for defective products is paid by UpOrtho.

7. Returns Policy

7.1 30-day free returns

The Buyer may return products within 30 days of delivery for a full refund of the product price. Returns are free of charge: UpOrtho provides a prepaid return label or arranges courier pickup.

As the Website serves professional customers only, the consumer right of withdrawal under Directive 2011/83/EU does not apply. This returns policy is offered voluntarily by UpOrtho.

7.2 Return conditions

To qualify for a refund, returned products must be:

• unused and in their original, sealed packaging

• with sterile packaging intact, where applicable

• complete, with all accessories, labels and documentation

For hygiene and patient-safety reasons, the following cannot be returned: products that have been opened, used or had their sterile packaging broken, and custom-made or specially ordered products.

7.3 How to return

1. Email office@uportho.com with the order number and the products to be returned.

2. UpOrtho confirms the return within 2 business days and sends a prepaid label or books a pickup.

3. Ship the products to: UPORTHO STORE SRL, 39B Dr. Alexandru Vitzu Street, Sector 5, 050671 Bucharest, Romania.

7.4 Refunds

Once the return is received and inspected, UpOrtho refunds the product price within 14 days, using the original payment method. Products that do not meet the conditions in 7.2 are sent back to the Buyer.

Original delivery costs are refunded only if the entire order is returned.

8. Limitation of Liability

UpOrtho is not liable for indirect, incidental or consequential damages, including lost profits, business interruption or data loss.

UpOrtho's total liability for any order is limited to the price paid for that order. UpOrtho is not responsible for delays or failures caused by third parties such as couriers or payment processors.

Nothing in these Terms limits liability that cannot be limited under applicable law.

9. Force Majeure

Neither party is liable for failing to perform its obligations because of force majeure as defined by Romanian law, including natural disasters, war, pandemics, strikes or government restrictions.

The affected party must notify the other within 5 calendar days. If the event lasts more than 60 days, either party may terminate the contract without penalty.

10. Governing Law and Disputes

These Terms are governed by Romanian law. The parties will first try to settle any dispute amicably. If that fails, the dispute will be submitted to the competent courts of Bucharest, Romania.

11. Data Protection

UpOrtho processes personal data in accordance with the EU General Data Protection Regulation (GDPR), as described in its Privacy Policy and Cookie Policy.

12. Intellectual Property

All content on the Website, including text, images, logos, trademarks, software and design, is protected by intellectual property law and belongs to UpOrtho or its licensors. Reproduction or redistribution without prior written consent is prohibited.

Third-party brand names and trademarks shown on the Website belong to their respective owners.

13. Final Provisions

If any clause of these Terms is found invalid, the remaining clauses stay in full effect. Failure by UpOrtho to enforce a right is not a waiver of that right.

14. Contact

For questions about orders, deliveries, returns or these Terms:

• Email: office@uportho.com

• Phone and WhatsApp: +40 724 129 129

• Address: UPORTHO STORE SRL, 39B Dr. Alexandru Vitzu Street, Sector 5, 050671 Bucharest, Romania

Effective date: 21.09.2026