Return and Replacement Info
When purchasing online, consumers have the right to withdraw from the purchase within 14 days from the date of receiving the goods, without the need to provide a reason and without incurring any fees. This right is guaranteed by Article 55, Paragraph 1 of the Consumer Protection Act. In the event of withdrawal, the online store sozi-bg.com commits to refunding the amount paid by the consumer within 14 days from the date the withdrawal notice is received, in accordance with Article 55, Paragraph 6 of the same Act.
Consumers are required to keep the received goods in their original condition during the period specified in Article 55, Paragraph 1 of the Consumer Protection Act. For the return of purchased products to be accepted, they must be returned in perfect, resalable condition, without signs of use, and with the packaging intact. The products must be returned in the condition in which they were received by the consumer. Products that do not meet these conditions cannot be returned.
Consumers have the right to file a complaint in the following cases:
- Manufacturing defect;
- Non-compliance with the ordered product;
- Missing parts identified upon delivery.
In these situations, all return shipping costs are covered by the online store sozi-bg.com.
Consumers are entitled to:
- A refund (the refund is processed via bank transfer after the product is returned or after proof of return has been received);
- Replacement of the product (if replacement with the same product is not possible, a similar product in price and features is offered, or the paid amount is refunded);
- Repair;
- Price reduction.
In the event of returning a purchased product at the customer's request, in accordance with Article 55, Paragraph 1 of the Consumer Protection Act, all shipping costs are borne by the customer. If you wish to return the product in person, please contact us for instructions.
If the customer wishes to withdraw from a distance contract, they must inform the supplier of their decision before the expiration of the set period. To exercise this right, the standard withdrawal form can be used, or an unambiguous notice can be sent in another way.
If the product is delivered with damaged packaging or missing parts due to improper transportation, the complaint will only be accepted in the presence of the courier. In such a case, please contact us immediately. The complaint is confirmed by a note on the courier's waybill.
A protocol describing the condition of the package and its packaging is prepared. If you accept the package at your own risk without filing a complaint with the courier, the complaint may be considered invalid. In any case, do not hesitate to contact us — we will always find a solution.
