Withdrawal from an order
You can withdraw from your purchase within 14 days, without giving a reason and without owing any compensation.
Notify us
Before the 14-day period expires, withdraw online with the “Withdraw from the contract here” function below, or send us the completed form or another unequivocal written statement — to [email protected] or by post. It is enough to send it before the end of the period.
Return the goods
Send the products without undue delay and no later than 14 days from the day on which you notified us of the withdrawal, to the following address: ul. Inzh. Stoimen Sarafov 3, 1756 Sofia, Bulgaria.
Receive your money
We refund the amount paid no later than 14 days after we receive your withdrawal notice (details below).
Withdraw from the contract here
The quickest way: find your order, choose the items and confirm. You will immediately receive an email with the date and time we received your withdrawal.
Step 1 of 3: Order
Find your order
Enter the order number and the email used for the order. You'll find both in the order confirmation email.
Withdrawal period
The period is 14 days and starts on the day on which you or a person designated by you (other than the courier) receives the goods. If an order contains products that arrive in separate parcels, the period runs from the receipt of the last product. You can also withdraw before you receive the goods.
How we refund your money
- We refund all payments received from you, including the delivery costs (excluding the additional costs if you chose a delivery other than the cheapest standard delivery that we offer).
- We pay without undue delay and no later than 14 days from the day on which we receive your withdrawal notice.
- We may withhold the payment until we receive the goods back or until you send us proof that you have dispatched them — whichever happens first.
- We use the same means of payment that you used, unless you have expressly agreed to another. With cash on delivery we refund the amount by bank transfer to an account (IBAN) that you give us. You owe no fees for the refund.
- The bonus points for the returned products are cancelled (see Bonus programme).
Cost of returning the goods and their condition
The direct cost of returning the goods is at your expense.
For bulky goods that, by their nature, cannot normally be returned by post (for example large-screen TVs, server racks and other bulky devices), the direct cost of returning them is the courier's tariff for the size and weight of the parcel. We will tell you the amount before you send the goods.
You may unpack the product and examine it as you would in a shop. You are liable only for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning. We recommend returning the product with all its parts and instructions and, if possible, in its original packaging — that way we process the return fastest.
When the right of withdrawal does not apply
- Sealed goods which have been unsealed after delivery and cannot be returned for reasons of health protection or hygiene.
- Goods made to order or personalised to the buyer's requirements.
- Sealed audio or video recordings or computer software whose packaging has been opened after delivery.
The right of withdrawal is different from the legal guarantee: if the product is faulty or does not match its description, you have rights under the two-year legal guarantee regardless of the withdrawal period.
Standard withdrawal form
You do not have to use the form — you can also write to us in your own words. If you wish, print it, fill it in and send it to us scanned or photographed to [email protected] or by post. You can also copy its text into an e-mail. We shall confirm receipt of the withdrawal by e-mail. For questions: +359 877 900 982.
Приложение № 6 към чл. 52, ал. 1, т. 8 от Закона за защита на потребителите (Annex No 6 to Art. 52(1)(8) of the Bulgarian Consumer Protection Act)
Standard form for exercising the right of withdrawal
(complete and send this form only if you wish to withdraw from the contract)
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods/for the provision of the following service (*)
(*) Delete as appropriate.
Optional (not part of the standard form — it helps us process the withdrawal faster):
Only the Bulgarian version of this page is legally binding; this English text is a translation provided for convenience.