Return and exchange

Standard Instructions for Cancellation of a Distance Purchase from АйЕсДи БГ

IMPORTANT: Cancellation of purchase is not possible for used products or products that, after delivery, have been unsealed and cannot be returned for health/hygiene reasons or because they are in a poor commercial condition!

1. You have the right to cancel this contract without providing any reasons within 14 calendar days, starting from the date you or your authorized representative received the product.

2. To exercise your right to cancel, you must inform us of your desire to cancel the purchased product and provide your name, geographic address, and, if applicable, your phone number, fax, email address, and order number.

3. You may notify us of your intent to cancel the contract by:

- Completing the return/exchange form, which you can fill out HERE>>>>>>>>>>

- Completing the contact form on our website: https://www.isd-bg.com/ if you use this method, you will need to provide the information above, and we will immediately send you a confirmation of receipt of the cancellation by a durable medium (e.g., via email).

- In other ways, including via letter sent to us by post, fax, or email, and others.

To comply with the cancellation deadline, it is enough to send your cancellation notice before the expiration of the 14 calendar days period.

4. Effect of the Cancellation: If you cancel this contract, we will refund all payments received from you (except for additional delivery costs that you have chosen) within 14 days from the date you notify us of your decision to cancel this contract. The refund will be made to your bank account/card, by postal order, cash on delivery, or in cash at the АйЕсДи БГ EООД/Armory store when we receive the returned product in its original commercial condition (as you received it) and all accompanying documents (warranty card and/or receipt), as well as any unopened gifts (if applicable).

5. Return of Purchased Goods

We expect you to send the goods to the address Sofia 1517, Botevgradsko Shose Blvd. 247, Business Building 1 "Transcapital", Ground Floor - Armory Store without undue delay.

The return of purchased goods is entirely at your expense.

We reserve the right to refuse a refund under paragraph 4 until we receive the goods back or if the goods are in a damaged commercial condition or used.

6. Consumer Responsibility: To avoid any doubt, in order for the right to cancellation to be honored, in addition to other legal requirements for the right to cancel, the following cumulative requirements must also be met:
- The product must not show any signs of use for its intended purpose.
- The product must be in a commercial condition that allows it to be offered for resale without the need to offer it at a lower price than the original sale price.
- When applicable, the consumer must return the product in its original, fully intact packaging.

7. Exchange of Goods: Within 14 calendar days, you may exchange the ordered goods for another type, size, number, etc., if the requirements of paragraph 6 are met.

Art. 119. (1) The application for providing a commercial guarantee must include mandatory information about: 1. the rights of consumers arising from the guarantee according to Articles 112-115 and clearly state that the commercial guarantee does not affect the rights of consumers arising from the guarantee according to Articles 112-115, and more specifically, that despite the commercial guarantee, the seller is responsible for non-compliance of the consumer goods with the sales contract according to Articles 112-115; 2. the content and scope of the commercial guarantee; 3. the essential elements necessary for its application, especially: methods for filing complaints; duration of the commercial guarantee; territorial scope of the commercial guarantee; name and address of the person providing the commercial guarantee, and name and address of the person to whom the guarantee can be claimed, when this person is different from the person providing the commercial guarantee. (2) If the commercial guarantee is provided by a manufacturer without a representative in the country, and the application for the commercial guarantee does not contain the information in paragraph 1, point 1, this information must be provided to the consumer in an appropriate manner by the seller. (3) The information in paragraph 1 must be clear, understandable, and easy to read. The information must be provided in Bulgarian.

Art. 122. The consumer has the right to make a complaint for any non-compliance of the product with the contract, including for used goods, when discrepancies with the sales contract are found during delivery, initial inspection, or during storage, assembly, testing, or use.

 Art. 123.  (1) The consumer has the right to file a complaint about the product or service, regardless of whether the manufacturer or trader has provided a commercial guarantee for the product or service. (2) When the manufacturer or trader has provided a commercial guarantee for the product, and the complaint is satisfied by replacing the product with another, which complies with the contract, the seller must maintain the original warranty conditions for the consumer. When the complaint is satisfied by repairing the product, the repairs are reflected in the warranty card, and the repair period is added to the warranty period.

 Art. 124.  (1) When filing a complaint about a product, the consumer may claim a refund of the paid amount, a replacement of the product with another corresponding to the agreement, a price reduction, or free repair according to Articles 113 and 114. (2) When filing a complaint about a service, the consumer may claim that the service is provided in accordance with the contract, a price reduction, or a refund of the paid amount.

 Art. 125.  (1) The complaint is made to the trader or an authorized representative. (2) The complaint can be filed orally or in writing. (3) When filing a complaint, the consumer specifies the subject of the complaint, the preferred method of resolving the complaint, and if applicable, the claimed amount, and contact address. (4) When filing a complaint, the consumer must attach the documents on which the claim is based: 1. receipt or invoice; 2. protocols, acts, or other documents establishing the non-compliance of the product or service with the agreement;3. other documents establishing the claim’s basis and amount.

 Art. 126.  (1) The complaint about a consumer product may be filed within two years from the delivery of the product but no later than two months from the discovery of the non-compliance with the agreement. Complaints about services may be filed within 14 days of discovering the non-compliance of the service with the agreement. (2) The period in paragraph 1 stops running during the time necessary for repairing the consumer product or for reaching an agreement between the seller and the consumer to resolve the dispute. (3) If the trader has provided a commercial guarantee for the product, and the guarantee period is longer than the complaint filing period in paragraph 1, the complaint may be filed until the expiration of the commercial guarantee period.

 Art. 127. (1) The trader or an authorized representative must accept the complaint if it is filed in time. (2)  The trader must maintain a register of the complaints filed with them and with their authorized representatives. (3) When a complaint is filed, the persons in paragraph 1 must describe it in the register, and the consumer is issued a document containing the date, the complaint’s number in the register, the type of the product, and the signature of the person who accepted the complaint. (4)  Complaints are accepted during the entire working time at the commercial site where the product was purchased or the service ordered, at the trader’s administrative address, or another location indicated by the trader. The complaint may also be filed at any of the trader’s commercial sites in the country that provide similar commercial services to those of the site where the product was purchased. The choice of location for filing the complaint belongs entirely to the consumer.

 Art. 128.  (1) If the trader accepts that the complaint is justified, they must satisfy it according to Articles 113 and 114. (2) When the trader satisfies the complaint, they issue an act for this, which is drawn up in two copies, and the consumer receives one copy.

 Art. 129. In case of non-fulfillment of the complaint, the consumer has the right to file the complaint to the Consumer Protection Commission.