Returns and Complaints
RETURNS AND COMPLAINTS
Right of Withdrawal
Every consumer who is a natural person and makes a purchase outside their commercial or professional activity has the right to withdraw from a distance contract within 14 days without providing a reason.
The withdrawal period begins on the date on which the consumer, or a third party designated by the consumer other than the courier, receives the goods.
The right of withdrawal does not apply in the cases specified in Article 57 of the Bulgarian Consumer Protection Act.
Notice of Withdrawal
To exercise the right of withdrawal, the consumer must notify AMZ Ltd. of their decision before the 14-day period expires. The notice may be submitted through an unambiguous written statement sent by email, through the contact form on the website or by using the standard withdrawal form.
To help us process the request more quickly, we recommend including the order number, the customer’s name, a contact telephone number and details of the products being returned.
Returning the Goods
After submitting the notice of withdrawal, the consumer must return the goods no later than 14 days from the date on which they informed AMZ Ltd. of their decision.
The goods should be sent to:
AMZ Ltd.
Serdika Business Centre
2E Akademik Ivan Evstratiev Geshov Blvd.
Building 2, Floor 2, Office 206
1303 Sofia, Bulgaria
Parcels sent with cash on delivery will not be accepted.
The direct costs of returning the goods are borne by the consumer, except when the return is the result of a justified complaint concerning a defective or non-conforming product.
Condition of Returned Products
Products must be returned complete with all accessories and accompanying documents supplied with them.
The consumer has the right to inspect the product only to the extent necessary to establish its nature, characteristics and proper functioning. The consumer is responsible for any diminished value resulting from handling beyond what is necessary for such an inspection.
The order number or another document confirming the purchase should be included with the return.
Refunds
AMZ Ltd. will refund all payments received from the consumer, including the cost of standard delivery, within 14 days of receiving the notice of withdrawal.
If the consumer selected a delivery method that was more expensive than the standard delivery option offered, the additional delivery costs will not be refunded.
AMZ Ltd. may withhold the refund until the returned goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first.
The refund will be issued using the same payment method used for the original purchase unless another method has been expressly agreed with the consumer.
Complaints Regarding Defective or Non-conforming Products
If a product is delivered with a defect, damage or does not correspond to the order, the customer should contact AMZ Ltd. and provide the order number, a description of the issue and, where possible, photographs of the product and its packaging.
Valid complaints will be handled in accordance with the applicable legislation. Depending on the circumstances, the customer may be offered replacement, repair or another means of bringing the goods into conformity, a price reduction or a refund.
Where a complaint is justified, the necessary transport costs will be covered by AMZ Ltd.
The 14-day right of withdrawal applies to consumers who are natural persons. For purchases made by legal entities or for commercial or professional purposes, the return conditions are agreed individually.