FREQUENTLY ASKED QUESTIONS – QUICK AND CLEAR ANSWERS

We accept the following payment methods:

• Online card payment (Visa, Mastercard, Maestro) – securely processed by Netopia
• Bank transfer (payment order) – B2B orders only
• Cash on delivery – available only for orders under 800 lei delivered in Romania
• Loyalty points – if you are enrolled in the Klintensiv loyalty programme

Yes, an order can be changed within 1 hour of being placed, provided it has not yet been processed. Contact our support team at:

• Email: office@klintensiv.ro
• Telefon: 0371 000 123 (L–V, 09:00–17:00)

Of course. At checkout, select the „Company” option and fill in your company details. The tax invoice will be issued automatically once the order is processed and sent by email.

On the checkout page you will find a special field called „Discount code”. Enter the code you received and click „Apply”. The discount will appear automatically in the order total.

Note: Codes do not apply to products that are already discounted, unless otherwise stated.

Timpul estimat de livrare este:

• 1–2 working days for orders in Bucharest and major cities
• 2–3 working days for more remote locations or areas without direct courier coverage

Orders placed by 2:00 pm are processed on the same working day.

• Free delivery for orders over 300 lei (individuals) or 600 lei (B2B accounts)
• Pentru comenzi sub prag:
  • 19 lei – curier rapid standard
  • 24 lei – locations without direct coverage (with extra kilometres)

Please:

1. Photograph the parcel and the damaged product immediately after receipt
2. Send an email to: office@klintensiv.ro cu:
   • pozele
   • the order number
   • a short description of the problem

We will replace the product quickly, at no extra cost.

You can return any unused, sealed product within 14 calendar days of receipt. Steps:

1. Trimite un email la office@klintensiv.ro with the order number and the reason for the return
2. You will receive the return address and a form
3. Once the product reaches us, we will refund you within 5 working days

❗ Opened or used products cannot be returned, in accordance with current regulations.

Yes, most of our personal care products and hand disinfectants are dermatologically tested and formulated to be gentle on the skin, including sensitive skin.

- They contain no parabens or irritating fragrances.

- For very sensitive skin or skin conditions, we recommend testing on a small area first.

• A detergent removes visible dirt, grease and dust (e.g. detergents for floors, windows, kitchens).
• A disinfectant destroys microorganisms such as bacteria, viruses and fungi (e.g. disinfectants for surfaces, hands, instruments).

Cleaning with detergent is the first step, followed by disinfection for complete sanitisation.

Yes. Although Klintensiv is a professional brand, many of our products are suitable for household use:

• Hand and surface disinfectants
• All-purpose cleaning products
• Shower gels, liquid soaps and shampoos

They are ideal for families who value effective hygiene, with medical-grade formulations.

Every type of business has specific needs. Here is a short guide:

• Saloane / Beauty: Vezi produsele
• Restaurante / HoReCa: Vezi produse
• Clinici / Cabinete: Vezi produse

Consult our specialised guides or ask a Klintensiv consultant for advice.

The Klintensiv Guarantee means we take responsibility for any product delivered with manufacturing or packaging defects. If you receive a damaged or non-compliant product, we will replace it or refund you – no hassle.

The guarantee covers: packaging defects, products delivered incorrectly or not as ordered.

The process is simple and 100% online:

1. Fill in the return form with your order details and the problem
2. Choose the option you want: replacement or refund
3. You can attach a photo (optional, but it helps speed up processing)

You will receive a reply within 24–48h at most.

All products bought directly from the Klintensiv website or through official distributors are covered if they:

• Have manufacturing defects
• Au ambalaje deteriorate la livrare
• Were delivered differently from the original order

The guarantee does not cover products used incorrectly or stored in unsuitable conditions.

We are committed to replying within 48 working hours of receiving your request.

Replacement or refund is made within 5 working days at most, once the request has been validated.

You can create an account in just a few seconds:

1. Go to the registration page
2. Enter your name, email address and a secure password
3. Confirm your account from the email you receive

From your account you can view orders, loyalty points, invoices and guarantee requests.

No worries! Follow these steps:

1. Mergi la pagina de autentificare
2. Click pe „Ai uitat parola?”
3. Enter the email address associated with your account
4. You will instantly receive a link to set a new password

The security of your data is our priority.

Yes. If you represent a company with several branches (e.g. a network of clinics, restaurants or salons):

• You can save and manage several delivery addresses
• You can add different billing details for each location
• You can track orders separately, from the same main account

Ideal pentru companii cu mai multe sedii.

To request deletion of your account:

1. Trimite un email la suport@klintensiv.ro with the subject „Account deletion”
2. Or use the contact form

Please note: deleting your account is irreversible and means losing your order history, loyalty points and invoices.

Every time you place an order on the Klintensiv website, you automatically earn loyalty points:

• 1 leu cheltuit = 1 punct
• Points are added to your account automatically when the order is completed

You can also earn points for:

• ✓ Crearea contului
• ✓ Recenzii de produse
• ✓ Recommending Klintensiv to other customers

Punctele acumulate pot fi folosite pentru:

• Reduceri directe la comenzile viitoare
• Getting free gifts from our dedicated points shop
• Acces la oferte exclusive doar pentru membrii loiali

The more active you are, the more benefits you get!

Yes, you can use your points to reduce the total value of your shopping cart:

• Select how many points you want to use before completing your order
• The discount is applied instantly

Points can be combined with promo codes in certain special campaigns.

Yes, points are valid for 12 months from the date they are awarded.

- You will be notified before your points expire, so you can use them in time.

- Make sure the newsletter option is turned on to receive personalised alerts.

You can contact our team at any time using:

• The contact form on the website – we reply within 24h at most
• Email: office@klintensiv.com
• Live chat (available in the bottom-right corner of the website)
• Mesaj direct pe Facebook sau Instagram (@Klintensiv)

Yes, our support phone line is:

- 021 448 14 98

Program: Luni – Vineri, 09:00 – 17:00

You can call us with questions about orders, products or guarantees.

At weekends, support is available only by email and chat, within extended hours:

• Saturday: 10:00 – 14:00
• Sunday: replies to urgent emails, with an average response time of 24–48h

Yes. If you have a specific question about products, B2B orders or guarantees, you can request a phone or video session with a consultant.

Book quickly via:

• The „Klintensiv Consultancy” form on the website
• Live chat – write „I want to talk to a consultant”