This Return and Refund Policy sets out the conditions under which you may return a purchased product and receive a refund. It applies together with our Terms and Conditions and Warranty Terms and does not limit your rights under the Bulgarian Consumer Protection Act (ZZP).
Right of withdrawal (14 days)
Under Art. 50 et seq. of the ZZP, as a consumer you have the right to withdraw from a distance contract without giving a reason within 14 days. The period starts on the day you, or a person designated by you, take possession of the ordered goods.
To exercise your right of withdrawal, simply notify us before the 14-day period expires with an unambiguous statement (for example, an email), stating your order number and the product you are returning.
How to return a product
- Contact us using the contact details on the site and declare your withdrawal/return, stating your order number.
- Pack the product securely, together with the full set and accompanying documents.
- Send the goods to the address we provide within 14 days of the day you notified us of your withdrawal (Art. 55 of the ZZP). The deadline is met if you send the goods before those 14 days expire.
Condition of the returned goods
- The goods must be complete (original packaging, cables, accessories, manuals, etc.), with unchanged software and their commercial appearance preserved.
- The product must not have been used beyond what is necessary to establish its nature, characteristics and functioning.
- Please keep proof of purchase (invoice or receipt).
We are entitled to reduce the refund if the value of the goods has been diminished as a result of handling beyond what is described above.
Return costs
The direct cost of returning the goods when exercising the right of withdrawal is at your expense. Return shipping is at our expense only where the goods were received defective through our fault or do not match your order.
Refunds
When you exercise the right of withdrawal, we refund all payments received from you for the order, including the standard delivery cost (equal to the least expensive standard delivery we offer).
You only bear the direct cost of returning the goods to us, as well as any supplement if, at the time of the order, you chose a delivery more expensive than the least expensive standard delivery.
The refund is made within 14 days of the date on which we are informed of your decision to withdraw, in accordance with Art. 54(1) of the Bulgarian Consumer Protection Act (ZZP). We are entitled to withhold the refund until we have received the returned goods, or until you have supplied proof that you have sent them back, in accordance with Art. 54(3) of the ZZP. The refund is made using the same payment method used for the order, unless we expressly agree otherwise.
Exceptions to the right of withdrawal
Under Art. 57 of the ZZP, the right of withdrawal does not apply to certain categories of goods, including sealed goods that are not suitable for return for reasons of hygiene or health protection and were unsealed after delivery, as well as goods made to the consumer's specifications or clearly personalized.
Defective goods and claims
Regardless of the right of withdrawal, if the goods do not conform to the contract you have the right to file a claim under the ZZP. All products come with a warranty card and are covered by warranty service in accordance with the stated Warranty Terms.
A claim is submitted to us with a description of the non-conformity and your preferred remedy, attaching proof of purchase and the warranty card (if available). For a justified claim you are entitled to a free repair, replacement with the same or a similar product, or a refund, in accordance with the applicable provisions.
Refurbished and used products
For every used or refurbished product, its condition (grade) is stated in the listing description. Your 14-day right of withdrawal and your right to file a claim apply to them as well. The stated condition and natural wear described in the listing are not considered defects.
Contact
For returns, exchanges or refunds, please use the contact details provided on the site. We will assist you as soon as possible.