CONDITIONS FOR RETURN AND REFUND
OF GOODS AND SERVICES PROVIDED BY THE TRADER
1.1 The consumer has the right to return or replace the goods, to withdraw from the contract, to withdraw from the requested service, without stating a reason, without paying compensation or penalty and without paying any costs, except for the costs under t .1.3.2 of this section, within 14 days from the date of:
1. conclusion of the contract - in case of a service contract;
2. acceptance of the goods by the consumer or by a third party, different from the carrier and indicated by the consumer - in case of a contract of sale, or:
(a) where the consumer has ordered many goods in a single order, delivered separately from the date on which the consumer or a third party other than the carrier and indicated by the consumer accepts the last goods;
(b) in the case of a supply of goods consisting of multiple lots or parts, from the date on which the consumer or a third party other than the carrier and specified by the consumer accepts the last lot or part;
(c) in the case of contracts for the regular supply of goods, which take place over a period of time from the date on which the consumer or a third party other than the carrier and specified by the consumer accepts the first goods; if the product is in its original form and packaging, unused and without traces of use, with original and unlabelled labels.
1.3 Where the consumer has exercised his right under item 1.1 to return or exchange the goods, the trader shall reimburse all amounts received by the consumer, including delivery costs, without undue delay and no later than 14 days from the date on which has been notified of the consumer's decision.
1.3.1 The merchant is obliged to refund the amounts received using the same means of payment used by the consumer in the initial transaction, unless the consumer has expressly agreed to use another means of payment and provided that this does not involve costs for the consumer. .
1.3.2 The trader is not obliged to reimburse the additional costs of delivery of the goods when the consumer has explicitly chosen a method of delivery of the goods other than the cheapest type of standard delivery offered by the trader.
1.3.3 Where the trader has not offered to collect the goods himself, he may withhold payment of the amounts to the consumer under 1.3.1 until he has received the goods or until the consumer has provided proof that he has sent the goods back, as the case may be. which of the two happened earlier.
2.1 Complaints in case of obvious defects are filed upon receipt of the goods, at the initial inspection, within the day of delivery, and in case of hidden defects - up to two years from the delivery of the goods, but not later than two months from non-compliance with the agreed . The complaint of services can be submitted up to 14 days from the discovery of the non-compliance of the service with the agreed one. Upon complaint, the CLIENT may claim for:
2.2 Refund of the paid amount, for replacement of the goods with another, corresponding to the agreed, for deduction from the price or for free repair under the conditions and by the order of art. 113 and Art. 114 of the Consumer Protection Act.
2.3 When filing a complaint about the service, the user may claim to perform the service in accordance with the contract, for a deduction from the price or for a refund of the amount paid.
2.4 The complaint is presented to the trader or to a person authorized by him. The complaint is submitted orally or in writing.
2.5 When filing a complaint, the user indicates the subject of the complaint, his preferred way of satisfying the complaint, respectively the amount of the claimed amount, and contact address.
2.6 When submitting a complaint, the user must also attach the documents on which the claim is based:
1. receipt or invoice;
2. protocols, acts or other documents, establishing the non-conformity of the goods or the service with the agreed;
3. other documents establishing the claim on grounds and amount.
WITHDRAWAL FROM THE CONTRACT
Standard instructions for cancellation:
I. Right to withdraw from the contract at a distance or off-premises.
II. You have the right to withdraw from this contract, without giving reasons, within 14 days.
III. The withdrawal period is 14 days from the date (fill in the date according to the types of contract specified in item 1, letters "a", "b", "c", "d" or "e" of the Instructions for completion).
In order to exercise your right of withdrawal, you must notify us (of your name, geographical address and, if you have one, telephone number, fax and e-mail address, according to item 2 of the Instructions for Completion) and of your decision to withdraw from the contract. with an unambiguous application (for example, a letter sent by post, fax or e-mail).
You can use the standard withdrawal form provided, but this is not required.
(it is possible to choose the option for notifying the trader by the consumer when exercising his right of withdrawal according to the options specified in item 3 of the Instructions for filling in).
In order to comply with the withdrawal period, it is sufficient to send your notice of the exercise of the right of withdrawal before the expiry of the withdrawal period.
IV. Refusal effect.
If you withdraw from this contract, we will refund all payments we have received from you, including shipping costs (except for additional costs associated with your chosen shipping method other than the cheapest standard shipping method, offered by us), without undue delay and in any case no later than 14 days from the date on which you inform us of your decision to withdraw from this contract. 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 at any cost to you. (in case of a contract of sale in which you have not offered to collect the goods in case of refusal, the text specified in item 4 of the Instructions for filling in shall be filled in).
In cases where the consumer has received goods in connection with the contract (the relevant text may be added in accordance with item 5, letters "a", "b" or "c" of the Instructions for completion).
In the case of contracts for the provision of services or for the supply of water, gas, electricity, when they are not offered for sale, packaged in a limited volume or a certain quantity, or for central heating (the text specified in item 6 of the Guidelines for filling).
Instructions for filling in:
1. Fill in one of the following texts in quotation marks:
(a) in the case of service or supply contracts for water, gas or electricity, where they are not offered for sale, packaged in limited quantities or quantities, for central heating or for digital content which is not supplied on a tangible medium: "the date on which the contract is concluded.";
(b) in the case of a contract of sale: "the date on which you or a third party other than the carrier and specified by you entered into possession of the goods.";
(c) in the case of a contract under which the consumer orders many goods in a single order, delivered separately: "the date on which you or a third party other than the carrier and indicated by you entered into possession of the last goods.";
(d) in the case of a contract for the supply of goods consisting of several lots or parts: "the date on which you or a third party other than the carrier and specified by you entered into possession of the last lot or part.";
(e) in the case of a contract for the regular supply of goods for a specified period of time: "the date on which you or a third party other than the carrier and designated by you take possession of the first goods."
2. Fill in your name, geographical address and, if available, telephone number, fax and e-mail address.
3. If you allow the user to electronically fill in and submit information about their withdrawal from the contract on your website, fill in the following:
"You can also fill in and submit electronically the standard opt-out form or other unambiguous opt-out application on our website (add internet address). If you use this option, we will immediately send you a durable medium (eg by e-mail) to acknowledge receipt of the refusal. "
4. In the case of a contract of sale in which you have not offered to return the goods in case of refusal, fill in the following:
"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."
5. If the consumer has received goods in connection with the contract:
(a) add either:
- "We will collect the goods", or
- "We expect you to send or return the goods to us or to ... (add the name and geographical address, where applicable, of the person authorized by you to receive the goods) without undue delay and in any case no more no later than 14 days after the day on which you informed us of your withdrawal from this contract.
The time limit shall be deemed to have been observed if you send us the goods back before the expiry of the 14-day period. ";
- "We bear the cost of returning the goods.";
- "You must bear the direct cost of returning the goods.";
- if in a distance contract you do not offer to bear the costs of returning the goods and due to their nature the goods cannot be returned in the usual way by mail: "You will have to bear the direct costs of returning the goods ______ BGN (add the amount) . ", or, if the cost of returning the goods cannot be calculated in advance within reasonable limits:" You must bear the direct cost of returning the goods. The cost is not expected to exceed approximately ______ BGN (add the amount). ", or
- if, in the case of an off-premises contract, the nature of the goods does not allow them to be returned by post in the usual manner and if they were delivered to the consumer's home at the time of the contract: "We will collect the goods at our expense."
(c) add: "You are solely responsible for reducing the value of the goods as a result of testing them, other than what is necessary to establish their nature, characteristics and proper functioning."
6. In the case of contracts for the provision of services or for the supply of water, gas, electricity, where they are not offered for sale, packaged in limited quantities or in specified quantities, or for central heating, add the following:
"If you have requested the provision of services or the supply of water / gas / electricity / central heating (strike out which is not applicable) to begin during the withdrawal period, you will pay us an amount that is proportionate to what you have provided to us. notified that you exercise your right to withdraw from this contract, in relation to the total amount under the contract.
3. Please also add a section "Alternative dispute resolution for consumer disputes:
The provisions of this section regulate the requirements for procedures for the alternative settlement of national and cross-border disputes relating to obligations arising from contracts of sale or the provision of services between a trader established in the territory of the European Union and a consumer residing in the territory of the European Union. , carried out by a body for alternative resolution of consumer disputes and ending with proposing a solution, imposing a solution or gathering the parties to the dispute in order to assist in finding a solution by mutual agreement.
Alternative Dispute Resolution Authority (ADR Authority) is any body, regardless of its name, that is established, carries out permanent activity on alternative dispute resolution and is included in the list approved by the Minister of Economy for bodies recognized as ADR on the territory of the Republic of Bulgaria.
In case of a dispute, the consumer must take it for consideration directly to the trader and the parties should try to resolve it among themselves.
Where the parties have not resolved the dispute, the consumer may refer the matter to conciliation commissions, depending on the subject matter of the dispute, by submitting a written application to the Consumer Protection Commission, which administers the activities of general and sectoral conciliation commissions.
The application and the accompanying documents can also be submitted by e-mail or online through the website of the Consumer Protection Commission.
Conciliation proceedings are absent for the parties to the dispute and the exchange of documents can take place both online and on site at the office of the Consumer Protection Commission and its territorial offices, by post or fax (offline).
Merchants who enter into contracts for online sales or services provide their email addresses to contact them.
Traders who enter into contracts for online sales or services and who have undertaken to participate in or are required to use one or more ADR entities to resolve disputes with consumers shall inform consumers of the existence of the ODR platform and the possibility of using it to resolving disputes affecting them. They publish on their website an electronic link to the ODR platform, and if the offer to conclude a contract for the sale or provision of a service is made by e-mail - they indicate this link in the message itself. Where applicable, the information shall also be provided in the general terms and conditions of contracts for online sales or services.