{"id":4505,"date":"2021-01-14T19:53:01","date_gmt":"2021-01-14T17:53:01","guid":{"rendered":"http:\/\/guid"},"modified":"2026-07-30T15:27:42","modified_gmt":"2026-07-30T12:27:42","slug":"return-merchandise","status":"publish","type":"page","link":"https:\/\/shop.amz.bg\/en\/return-merchandise\/","title":{"rendered":"Returns and Complaints"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row wrap_container=&#8221;yes&#8221; css=&#8221;.vc_custom_1519804692056{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column]<div class=\"porto-u-heading  wpb_custom_95aa9a11c17ad45cfabaf210d84ee7cc porto-u-ad87e2eaf3f9c495180fe0156ddf3eb0 \"><div class=\"porto-u-main-heading\"><h2   style=\"font-weight:700;color:#21293c;font-size:19px;\">RETURNS AND COMPLAINTS<\/h2><\/div><style>.porto-u-ad87e2eaf3f9c495180fe0156ddf3eb0.porto-u-heading{text-align:left}<\/style><\/div>[vc_separator color=&#8221;custom&#8221; align=&#8221;align_left&#8221; el_width=&#8221;10&#8243; accent_color=&#8221;#eb9213&#8243;][vc_column_text css=&#8221;&#8221; css_params=&#8221;&#8221;]<\/p>\n<h4><strong>Right of Withdrawal<\/strong><\/h4>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>The right of withdrawal does not apply in the cases specified in Article 57 of the Bulgarian Consumer Protection Act.<\/p>\n<h4><strong>Notice of Withdrawal<\/strong><\/h4>\n<p>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. <\/p>\n<p>To help us process the request more quickly, we recommend including the order number, the customer\u2019s name, a contact telephone number and details of the products being returned.<\/p>\n<h4><strong>Returning the Goods<\/strong><\/h4>\n<p>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.<\/p>\n<p>The goods should be sent to:<\/p>\n<p><strong>AMZ Ltd.<\/strong><br \/>\nSerdika Business Centre<br \/>\n2E Akademik Ivan Evstratiev Geshov Blvd.<br \/>\nBuilding 2, Floor 2, Office 206<br \/>\n1303 Sofia, Bulgaria<\/p>\n<p>Parcels sent with cash on delivery will not be accepted.<\/p>\n<p>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.<\/p>\n<h4><strong>Condition of Returned Products<\/strong><\/h4>\n<p>Products must be returned complete with all accessories and accompanying documents supplied with them.<\/p>\n<p>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. <\/p>\n<p>The order number or another document confirming the purchase should be included with the return.<\/p>\n<h4><strong>Refunds<\/strong><\/h4>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<h4><strong>Complaints Regarding Defective or Non-conforming Products<\/strong><\/h4>\n<p>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.<\/p>\n<p>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. <\/p>\n<p>Where a complaint is justified, the necessary transport costs will be covered by AMZ Ltd.<\/p>\n<p>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.[\/vc_column_text][vc_column_text css=&#8221;&#8221; css_params=&#8221;&#8221;]<\/p>\n<h4>Complaint and Product Return Form for AMZ Ltd.:<\/h4>\n<p>[\/vc_column_text]<div class=\"wpforms-container wpforms-container-full\" id=\"wpforms-4504\"><form id=\"wpforms-form-4504\" class=\"wpforms-validate wpforms-form\" data-formid=\"4504\" method=\"post\" enctype=\"multipart\/form-data\" action=\"\/en\/wp-json\/wp\/v2\/pages\/4505\" data-token=\"e4986dc4bef7f3b403fa286e2f2d2401\" data-token-time=\"1791596871\"><noscript class=\"wpforms-error-noscript\">Please enable JavaScript in your browser to complete this form.<\/noscript><div class=\"wpforms-field-container\"><div id=\"wpforms-4504-field_1-container\" class=\"wpforms-field wpforms-field-name\" data-field-id=\"1\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_1\">Names <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"text\" id=\"wpforms-4504-field_1\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][1]\" required><\/div><div id=\"wpforms-4504-field_2-container\" class=\"wpforms-field wpforms-field-email\" data-field-id=\"2\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_2\">Email <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"email\" id=\"wpforms-4504-field_2\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][2]\" spellcheck=\"false\" required><\/div><div id=\"wpforms-4504-field_3-container\" class=\"wpforms-field wpforms-field-number\" data-field-id=\"3\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_3\">Phone <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"number\" id=\"wpforms-4504-field_3\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][3]\" step=\"any\" required><\/div><div id=\"wpforms-4504-field_5-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"5\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_5\">Company<\/label><input type=\"text\" id=\"wpforms-4504-field_5\" class=\"wpforms-field-medium\" name=\"wpforms[fields][5]\" ><\/div><div id=\"wpforms-4504-field_6-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"6\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_6\">Address <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"text\" id=\"wpforms-4504-field_6\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][6]\" required><\/div><div id=\"wpforms-4504-field_7-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"7\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_7\">City <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"text\" id=\"wpforms-4504-field_7\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][7]\" required><\/div><div id=\"wpforms-4504-field_8-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"8\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_8\">State <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"text\" id=\"wpforms-4504-field_8\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][8]\" required><\/div><div id=\"wpforms-4504-field_9-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"9\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_9\">Country <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"text\" id=\"wpforms-4504-field_9\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][9]\" required><\/div><div id=\"wpforms-4504-field_10-container\" class=\"wpforms-field wpforms-field-number\" data-field-id=\"10\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_10\">Post Code <span class=\"wpforms-required-label\">*<\/span><\/label><input type=\"number\" id=\"wpforms-4504-field_10\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][10]\" step=\"any\" required><\/div><div id=\"wpforms-4504-field_11-container\" class=\"wpforms-field wpforms-field-radio\" data-field-id=\"11\"><label class=\"wpforms-field-label\">Complaint and Product Return Form for AMZ Ltd.: <span class=\"wpforms-required-label\">*<\/span><\/label><ul id=\"wpforms-4504-field_11\" class=\"wpforms-field-required\"><li class=\"choice-1 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_11_1\" name=\"wpforms[fields][11]\" value=\"Defective product\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_11_1\">Defective product<\/label><\/li><li class=\"choice-2 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_11_2\" name=\"wpforms[fields][11]\" value=\"Damaged during delivery\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_11_2\">Damaged during delivery<\/label><\/li><li class=\"choice-3 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_11_3\" name=\"wpforms[fields][11]\" value=\"Incorrect product received\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_11_3\">Incorrect product received<\/label><\/li><li class=\"choice-4 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_11_4\" name=\"wpforms[fields][11]\" value=\"Other\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_11_4\">Other<\/label><\/li><\/ul><\/div><div id=\"wpforms-4504-field_12-container\" class=\"wpforms-field wpforms-field-radio\" data-field-id=\"12\"><label class=\"wpforms-field-label\">Has the product been opened? <span class=\"wpforms-required-label\">*<\/span><\/label><ul id=\"wpforms-4504-field_12\" class=\"wpforms-field-required\"><li class=\"choice-1 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_12_1\" name=\"wpforms[fields][12]\" value=\"Yes\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_12_1\">Yes<\/label><\/li><li class=\"choice-2 depth-1\"><input type=\"radio\" id=\"wpforms-4504-field_12_2\" name=\"wpforms[fields][12]\" value=\"No\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-4504-field_12_2\">No<\/label><\/li><\/ul><\/div><div id=\"wpforms-4504-field_13-container\" class=\"wpforms-field wpforms-field-textarea\" data-field-id=\"13\"><label class=\"wpforms-field-label\" for=\"wpforms-4504-field_13\">Product being returned <span class=\"wpforms-required-label\">*<\/span><\/label><textarea id=\"wpforms-4504-field_13\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][13]\" required><\/textarea><\/div><\/div><!-- .wpforms-field-container --><div class=\"wpforms-recaptcha-container wpforms-is-recaptcha wpforms-is-recaptcha-type-v2\" ><div class=\"g-recaptcha\" data-sitekey=\"6LccY9cZAAAAAOhuvrln0rRzPIv2RqqwG-22V7Ea\"><\/div><input type=\"text\" name=\"g-recaptcha-hidden\" class=\"wpforms-recaptcha-hidden\" style=\"position:absolute!important;clip:rect(0,0,0,0)!important;height:1px!important;width:1px!important;border:0!important;overflow:hidden!important;padding:0!important;margin:0!important;\" data-rule-recaptcha=\"1\"><\/div><div class=\"wpforms-submit-container\" ><input type=\"hidden\" name=\"wpforms[id]\" value=\"4504\"><input type=\"hidden\" name=\"wpforms[time_token]\" value=\"1791596871.5aaa0947bd8ebf00aa57c2369a6d7de0d6cbb3d45deaf98ec3136d05afa34ab1\"><input type=\"hidden\" name=\"page_title\" value=\"\"><input type=\"hidden\" name=\"page_url\" value=\"https:\/\/shop.amz.bg\/en\/wp-json\/wp\/v2\/pages\/4505\"><input type=\"hidden\" name=\"url_referer\" value=\"\"><button type=\"submit\" name=\"wpforms[submit]\" id=\"wpforms-submit-4504\" class=\"wpforms-submit\" data-alt-text=\"Sending...\" data-submit-text=\"Send\" aria-live=\"assertive\" value=\"wpforms-submit\">Send<\/button><\/div><\/form><\/div>  <!-- .wpforms-container -->[\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row wrap_container=&#8221;yes&#8221; css=&#8221;.vc_custom_1519804692056{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column][vc_separator color=&#8221;custom&#8221; align=&#8221;align_left&#8221; el_width=&#8221;10&#8243; accent_color=&#8221;#eb9213&#8243;][vc_column_text css=&#8221;&#8221; css_params=&#8221;&#8221;] 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-4505","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Returns and Complaints - \u0410\u041c\u0417 \u041e\u043d\u043b\u0430\u0439\u043d \u041c\u0430\u0433\u0430\u0437\u0438\u043d<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/shop.amz.bg\/en\/return-merchandise\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Returns and Complaints - \u0410\u041c\u0417 \u041e\u043d\u043b\u0430\u0439\u043d \u041c\u0430\u0433\u0430\u0437\u0438\u043d\" \/>\n<meta property=\"og:description\" content=\"[vc_row wrap_container=&#8221;yes&#8221; css=&#8221;.vc_custom_1519804692056{padding-top: 30px !important;padding-bottom: 30px !important;}&#8221;][vc_column][vc_separator color=&#8221;custom&#8221; align=&#8221;align_left&#8221; el_width=&#8221;10&#8243; accent_color=&#8221;#eb9213&#8243;][vc_column_text css=&#8221;&#8221; css_params=&#8221;&#8221;] 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. 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