Did your purchase arrive broken, does it not work as it should, or do you have a complaint about our service? This page explains which rights you have, how to report a defect or complaint and how we handle it. Important difference upfront: warranty and defects are something different from withdrawal. Regret your purchase? Read Returns and right of withdrawal. Something wrong with the product itself? Then you are at the right address.

Your legal warranty (conformity)

As a consumer in the European Union you have a **legal warranty of at least two years** on your purchase. That means: the product we deliver must have the properties you may reasonably expect based on the description and the nature of the product. If it does not work, is delivered damaged, or does not do what was promised, you are entitled to a solution — regardless of whether you tried it out.

What is and is not covered

The legal warranty broadly covers:

  • the product does not work or does not work properly, without you having done anything wrong with it;
  • the product is damaged or incomplete upon delivery;
  • the delivered item deviates substantially from what we described;
  • a factory or material fault that only emerges later.

On the other hand, the warranty does not apply in case of:

  • damage from dropping, impact, incorrect use, wrong cleaning or storage;
  • damage from use contrary to the manufacturer’s instructions;
  • normal wear — parts such as heating elements, cables or control dials can wear with intensive use; that is not a defect but natural use;
  • products opened or modified by you or by third parties, if that modification is the cause.

Unsure whether your case falls under the warranty? Just report it — we assess it fairly per situation.

How to report a defect

Report a defect or deviation as soon as possible after discovering it:

  1. Send an email to [email protected] or use the contact form.
  2. Mention your order number, which item it concerns and a description of the problem.
  3. Attach where useful photos or a short video — of the defect itself, not of the product in use.

We take up your report, assess the claim and offer a suitable solution. Depending on the situation that can be: advice to fix the problem, repair, replacement of the item, or refund of your purchase amount. The choice depends on what is reasonable in your case — for example whether a simple fix exists or replacement fits better.

For an accepted defect or wrong-delivery claim you bear **no costs** for return shipment or replacement — we arrange that.

How we handle complaints

Do you have a complaint about our service, an order or the handling? Report it directly to us:

We treat your complaint as quickly and carefully as possible and strive to answer you honestly. If we find your complaint justified, we fix the problem or offer a suitable solution.

If we cannot reach a solution together

If we really cannot work it out together, you as a consumer have several independent routes:

  • European Consumer Centre (ECC). For advice and mediation in cross-border purchases within the EU — relevant because we are a Bulgarian company selling to consumers in the EU. Find the ECC of your country; it is free.
  • Consumer authority in Bulgaria. Our company is based in Bulgaria; the Bulgarian consumer authority (KZP) supervises our compliance with consumer law.
  • Directly to court. The ordinary civil procedure in your country remains open as well; the consumer rights you enjoy in your member state cannot be excluded by contract or terms.

The former EU ODR platform for online disputes has since been closed; we deliberately do not refer you there — it is no longer a route.

Handy tips that prevent disappointment

  • Check your parcel immediately upon receipt. Is the contents correct, everything undamaged, do rechargeable items work after charging? Early report = easiest handling.
  • Keep the manual and packaging. Handy for warranty questions and a possible return.
  • Report your defect with photos and order number. The more concrete, the faster we can solve it.
  • Use the item according to the manual. That prevents most defects and proves you treated it carefully.