Refund policy

CONSUMER’S RIGHT OF WITHDRAWAL

Pursuant to Articles 50–57 of the Consumer Protection Act (CPA) and these General Terms and Conditions, the Consumer has the right to withdraw from the present contract for the purchase of Goods and/or Services concluded at a distance or outside the trader’s premises, without giving any reason, without owing compensation or penalty, and without incurring any costs, except for the costs provided for in Art. 54(3) and Art. 55 of the CPA, within 14 days from the date of:

  • the conclusion of the contract – for Service contracts, insofar as the right of withdrawal applies to Services;

  • the acceptance of the Goods by the Consumer or by a third party other than the carrier and indicated by the Consumer – for contracts for the sale of Goods.

The Consumer should note that the right of withdrawal does not apply to:

  • the provision of Services where the Service has been fully performed, the contract requires the Consumer to pay, the performance has begun with the Consumer’s explicit prior consent, and the Consumer has acknowledged that they will lose their right of withdrawal once the contract has been fully performed by the Trader;

  • the supply of Goods made to the Consumer’s specifications or clearly personalized;

  • the supply of sealed Goods which, once unsealed after delivery, cannot be returned for reasons related to health protection or hygiene;

  • the supply of Goods which, after delivery and due to their nature, become inseparably mixed with other Goods;

  • the supply of sealed audio or video recordings or sealed computer software which were unsealed after delivery;

  • other cases as provided for by Bulgarian law.

To exercise the right of withdrawal under item 12.1 above, the Consumer must notify the Trader of their decision to withdraw from the contract by making an unambiguous statement, for example by sending it to the Trader’s email or by mailing it in paper form to the Trader’s address.

To exercise the right of withdrawal, the Consumer should fill in and send to the Trader the standard withdrawal form in Appendix No. 6 under Art. 47(1)(8) and Art. 52(2) and (4) of the CPA, or a text with the following similar content:

To: “Luka MS” Ltd.
Address: Sofia, Manastirski Livadi – East, 21 “Lavski Rid” Str., Office No. 1
Email: mads3dprints@gmail.com

I, the undersigned: __________________________________
/Your full name/

Address: ___________________________________________
/Your contact address/

Email: ____________________
/Your contact email/

I hereby notify you that I am exercising my right to withdraw from the contract for the purchase of the following goods/services:

Name of the good/service: _____________________________
Date of order/contract conclusion: _____________________

I request the refund to be made to*:

  • the bank account from which the payment was made;

  • the following bank account:

Account holder: __________________
Bank: ____________________________
BIC: _____________________________
IBAN: ____________________________

*Delete as appropriate and fill in the necessary information.

Date: _____________________
Signature: _________________

The Consumer may also express their wish to withdraw from the contract in any other unambiguous way.

The Consumer must have sent the withdrawal notice referred to in item 12.4 above within the 14-day withdrawal period starting from the relevant event under item 12.1 for the withdrawal to be valid. Immediately after receiving the notice, the Trader shall send the Consumer a confirmation of receipt of the withdrawal to the Consumer’s email, by phone or on another durable medium.

The Goods and/or Services must be returned in their original packaging and without signs of use.

When the Consumer exercises the right of withdrawal and the Trader has not offered to collect the Goods and/or Services themselves, the Consumer must send or return them to the Trader or to a person authorised by the Trader without undue delay and no later than 14 days from the date on which the Consumer notified the Trader of their decision to withdraw. The deadline is considered met if the Goods and/or Services are sent or handed over before the expiration of the 14-day period.

The costs of returning the Goods and/or Services under the exercised right of withdrawal shall be borne by the Consumer, including any delivery costs or fees due for shipping back to the Trader.

Goods must be sent to the Trader to the following administrative address:

To: “Luka MS” Ltd.
Phone: +359 899 901 389 or +359 883 574 676
Address: Sofia, Manastirski Livadi – East, 21 “Lavski Rid” Str., Office No. 1

When the Consumer has exercised the right of withdrawal, the Trader shall refund all payments received from the Consumer, including delivery costs to the Consumer, without undue delay and no later than 14 days from the date on which the Trader was informed of the Consumer's decision to withdraw.

The Trader may withhold the refund until they have received the Goods and/or Services back or until the Consumer provides evidence that they have sent them back, whichever happens first.

The Trader must refund the received payments using the same payment method used by the Consumer in the initial transaction, unless the Consumer has expressly agreed to a different method and provided that such a change does not incur any costs for the Consumer.

The Trader is not obliged to refund additional delivery costs when the Consumer has explicitly chosen a delivery method other than the cheapest standard delivery offered by the Trader.

The Consumer is only liable for any decrease in the value of the Products resulting from handling them beyond what is necessary to determine their nature, characteristics and proper functioning.

The Consumer is liable for any reduction in value in case of improper use or damage during the return.

WARRANTIES AND COMPLAINTS

The Consumer has rights arising from the statutory conformity guarantee applicable to the Product, which arises by law for every purchase under the meaning of the Digital Content and Digital Services and Sale of Goods Act (DCDSSSG) for Goods and/or custom-made Goods, and under the Consumer Protection Act (CPA) for Services.

Warranty and Complaints for Goods

Warranty

If the Goods and/or custom-made Goods do not meet the subjective requirements for conformity with the contract or the objective requirements for conformity (Art. 33 DCDSSSG), the Consumer has the right to:

  • file a complaint and request that the Good or custom-made Good be brought into conformity;

  • receive a proportional reduction of the price;

  • terminate the contract.

Complaint

The Consumer may file a complaint for non-conformity of the Good and/or custom-made Good (Arts. 41–48 DCDSSSG).

Complaint deadlines:

  • for Goods and/or custom-made Goods without digital elements: 2 years from delivery;

  • for Goods and/or custom-made Goods with digital elements: up to 2 years or during the contract/digital content warranty period, depending on the nature of the digital content;

  • 48 hours from receiving the Good and/or custom-made Good when the non-conformity is apparent, external and visible, and could have been detected upon usual inspection during or immediately after delivery;

The period stops running during repair or replacement (Art. 37 DCDSSSG).

A complaint is submitted orally or in writing and must include:

  • subject of the complaint;

  • preferred method of remedy;

  • contact address;

  • proof of payment and evidence of the non-conformity.

When filing a complaint, the Consumer must attach the documents supporting the claim:

  • receipt, invoice or other proof of payment;

  • protocols, statements or other documents establishing the non-conformity of the Good, including Goods with digital elements;

  • other documents proving the claim.

Filing a complaint does not prevent the Consumer from bringing the matter before the court.

Warranty and Complaints for Services

Warranty

The Service must comply with the contract, description, quality, quantity, advertising information and must meet usual characteristics as well as the Consumer’s specific requirements (Art. 122 CPA).

The Trader is liable for non-conformity occurring up to 2 years after the Service is provided, but no later than 14 days from its discovery (Art. 123 CPA).

Complaints for Services

The Consumer may file a complaint before the Trader or an authorised person.

The Consumer may request:

  • bringing the Service into conformity;

  • reduction of the price or termination of the contract; or

  • refund of the amount paid.

The complaint is submitted orally or in writing and must specify:

  • subject of the complaint;

  • preferred remedy;

  • amount claimed and contact details.

The Consumer must attach:

  • receipt or invoice;

  • protocols, statements or other documents proving the non-conformity of the Service;

  • other documents substantiating the claim (Art. 125 CPA).

The Trader must accept the complaint if it is submitted in time (Art. 127 CPA).

Filing a complaint does not prevent court action (Art. 129 CPA).

All notifications under this Section 13 may be made using the Trader’s contact details provided in these General Terms and Conditions. If a request is made by phone, the Trader may request its description by email.

The authority for alternative dispute resolution under Art. 181n(4) of the CPA is the conciliation commissions at the Consumer Protection Commission.

Information is available on the following page of the Consumer Protection Commission website: https://kzp.bg/bg/koi-sa-vidovete-pomiritelni-komisii

The list of approved ADR bodies within the EU is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en?prefLang=bg&page=0

This section applies to Consumers within the meaning of these General Terms, §13(1) of the Additional Provisions of the CPA and §6(6) of the Additional Provisions of the DCDSSSG.