Refund policy

Terms and Conditions

These Terms and Conditions set forth only the minimum requirements. The use of this website is subject to the general provisions of the law. We reserve the right to deny access or block the account of any user in the event of misuse. Misuse is defined as any action that contradicts generally accepted moral and ethical standards, established commercial practices, regulations, and effective legislation, or any action that is detrimental to Ecosem Bulgaria Ltd.. The sale of products to minors is strictly prohibited.

Exchange and Return Policy

• Product Exchange: In the event of a product exchange (at the customer's request and not due to the fault of the merchant), the customer shall pay two courier fees for transport in both directions.

• Packaging Condition: The packaging must not be torn or damaged; it must remain in the same condition in which it was received.

• Order Confirmation: By placing an order, you confirm that you agree to the Terms of Use of the site and the designated form of communication—email.

• Right of Withdrawal: Within 14 working days of receiving the goods, you may return or exchange them.

• Return Shipping Costs: In these cases, transport costs are at the expense of the customer according to the rates of their chosen courier company. An exception is made for cases of confirmed defects or missing items, where all transport costs are covered by the merchant.

• Legal Right to Cancel: Pursuant to legislation, the consumer has the right to notify the merchant in writing of their withdrawal from the purchase without penalty and without providing a reason within 14 working days of receiving the product, provided they bear the return shipping costs.

• Damaged Returns: Ecosem Bulgaria Ltd. reserves the right to refuse a return or deduct a portion of the product's value if the packaging is damaged, incomplete, shows signs of wear, scratches, abrasions, or other irregularities. The customer will be notified in such instances.

Warranty and Claims

• Warranty Service: For goods subject to warranty service, you will receive a warranty card. Confirmed factory defects will be resolved within 30 days of the date the claim is received.

• Refund Processing: Upon receiving the shipment and paying the cash-on-delivery amount, you may return the goods within 14 days provided they are in their original packaging, have a good commercial appearance, and have no mechanical damage. In this case, the merchant undertakes to refund the buyer or replace the goods, with transport costs covered by the seller.

• Product Quality: All products offered by Ecosem Bulgaria Ltd. are covered by warranty conditions according to the law and the manufacturer's commercial policies. Products are new, in original packaging, and originate from authorized sources.

• Consumer Rights for Claims: The consumer has the right to a claim regardless of whether a manufacturer's warranty is provided, in the event of:

  1. Confirmed missing items;

  2. Product defects;

  3. Non-compliance with the declared trademark.

• Claim Deadlines: Claims regarding missing items or obvious defects must be made within three working days after the purchase.

• Refund Timeline: Upon returning a product, the refund of the paid value will be processed within 30 days of the return.

Liability and Governing Law

• Limitation of Liability: Ecosem Bulgaria Ltd. is not liable for damages of any kind resulting from the use of products. The company is not responsible for direct losses or unnecessary costs incurred by the customer where there is no direct fault.

• Product Suitability: Ecosem Bulgaria Ltd. does not guarantee that offered products are suitable for purposes other than those described on the site.

• Force Majeure: The company is not liable for failure to fulfill its obligations under disaster conditions or reasons beyond its control.

• Logistics: Our operations are linked to the schedules of courier companies and physical personnel, which implies the processing of orders during business hours, excluding public holidays and weekends.

• Governing Law: For all issues not settled by these General Terms and Conditions, the provisions of the current legislation of the Republic of Bulgaria shall apply.

Contact Us

We remain at your disposal for any questions, comments, or recommendations.

• Email: info@ecosem.bg

• Phone: +359 889 570 058