Right to return products and complaints

Product return

The right to return products can be exercised by a CUSTOMER, who is a USER within the meaning of the Consumer Protection Act (CPA). According to § 13 of the Additional Provisions of the CPA, “consumer” is any individual who acquires goods or uses services that are not intended for commercial or professional activity, and any individual who, as a party to a contract under this law, acts outside the scope of their commercial or professional activity. 

The Consumer Protection Act and the European legislation give the right to each CUSTOMER to withdraw from the distance contract or the off-site contract without stating a reason, without paying compensation or penalty within 14 days from the date of acceptance of the product by the USER or by a third party other than the carrier and specified by the USER in a contract of sale.

The USER exercises their right of withdrawal in one of the following ways:

  • through the form attached to the product, which is returned, or has been sent by e-mail: wildnaturebg@gmail.com;
  • via a standard form sent to e-mail: wildnaturebg@gmail.com;

When the USER exercises his or her right to refuse a distance purchase, they must send or hand over the product/s back to the AUTHOR or to a person authorized by him without undue delay and no later than 14 days from the date on which the USER has stated in writing to the AUTHOR their decision to abandon the purchased product/s. Upon return, the product/s must be in the original packaging and without traces of use and/or damaged commercial appearance. They must be accompanied by an original or a copy of the purchase document (receipt, invoice or receipt for cash on delivery). 

The deadline is considered met if the USER sends or transfers the product/s back to the AUTHOR before the expiration of the 14-day period. The costs for the delivery of the returned product/s are at the expense of the USER.

The provisions in CPA under Art. 50 - 56 for the right of withdrawal of the consumer from the distance contract or from the off-premises contract do not apply to contracts, such as:

  • delivery of product/s, made to order of the USER or according to their individual requirements;
  • providing online digital content, if a download has already started; which content has not been delivered on physical media, but only electronically.

Address for returning the product/s: Econt office in Smolyan, Raykovo, 1 Despot Slav St, recipient PhotoGallery Ltd, phone: +359 898614396.

Complaints

The Consumer Protection Act and the European legislation give the right to each USER to exercise his right to claim a purchased product/s, if the product:

  • does not match the description in the online shop;
  • does not comply with the sale contract (missing functionality or feature);
  • has a defect;
  • has not been installed correctly - neither by you nor by the customer due to missing / inadequate instructions;

within the legal guarantee of two years from its purchase. The AUTHOR must repair at his expense or replace with a new one the returned product/s within one month from the date of their return. If it is impossible to do one or the other, he should refund the money paid by the CUSTOMER. It is also reimbursed in case of a defect, occurring more than three times on the same product within the legal warranty period of two years.

B2B CLIENTS, who are legal entities acquiring goods for the purpose of carrying out a commercial or professional activity, have the right to a 30-day warranty for a complaint to the AUTHOR, as of the date of their receipt. Upon return of the product/s, the AUTHOR must repair at his expense or replace with a new one the returned product/s within one month from the date of their return. If it is impossible to do one or the other, he must reefund the CUSTOMER. 

 

The USER / CUSTOMER exercises their right to complain as follows:

When the USER/CUSTOMER exercises their right to complain, he must send or hand over the product/s back to the AUTHOR or to a person authorized by him. Upon return, the product/s must be in the original packaging and without traces of use and/or damaged commercial appearance. They must be accompanied by an original or a copy of the purchase document (receipt, invoice or receipt for cash on delivery). The costs of returning for a complaint are at the expense of the AUTHOR. 

Products with colour differences due to the visualization on the screens of different devices are not accepted for complaint. Items inadvertently broken, torn, exposed to direct sunlight, moisture, inappropriate temperature and overall poor treatment of purchased products, violating their technical parameters are not subject to complaint either (product storage).  

Address for returning the product/s: Econt - office in Smolyan, Raykovo, 1 Despot Slav St, recepient PhotoGallery Ltd, phone: +359 898614396.