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Returns and complaints

Category "Returns and complaints"

Order cancellation

If you are a consumer, you have the right to cancel the order without giving reasons, within 14 days from the date on which you or a third party other than the carrier and specified by you, you have entered into possession of the goods. For this purpose, you should inform us within this period through the form or in any of the other ways specified in Section IX of the General Terms and Conditions. If you refuse an order, the product is not required to have any problems, but you should return it to us at your expense within 14 days of notification that I cancel the order. The costs are not expected to exceed approximately BGN 10. You are only responsible for reducing the value of the goods as a result of their testing, other than what is necessary to establish their nature, characteristics and good functioning. If you cancel your order, we will refund all payments we have received from you except shipping costs, in case you have chosen the most expensive of all possible options offered by us, without undue delay and in any case not no later than 14 days from the date on which you inform us of your decision to cancel the order. We have the right to defer the refund until we receive the goods back or until you provide us with proof that you have sent the goods back, whichever comes first. We will make the refund using the same means of payment used by you in the original transaction, unless you explicitly agree otherwise; in any case, this refund will not be associated with any costs for you other than those listed. For more information, see Section IX of our Terms and Conditions.

Complaints about goods

The products offered in our online store have a legal 24-month warranty from the day of delivery of the specific item. We can provide an additional commercial guarantee, for which we will issue a guarantee certificate. The warranty by law covers factory defects or hidden defects in products other than wear and tear due to normal use. In case of a complaint, you have the right to request repair of the product or its replacement with a new one, and if the complaint is justified, we will repair or replace it, which of the two actions is economically justified and possible within 30 days of registration. To do this, you need to return the complaint product to the address below. If we do not repair or replace the product within this period, you have the right to request a refund after returning the product or reducing the amount you paid. The warranty period is extended accordingly with the period in which the goods were with us for repair. If you do not send us the product subject to a complaint, we will cancel the complaint. For more information about your right to complain, please read section X of our General Terms and Conditions on the site, as well as Art. 112-115 of the Consumer Protection Act. See also: HOW TO TAKE ADVANTAGE OF THE LEGAL 2-YEAR WARRANTY.

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