TERMS AND CONDITIONS FOR REFUND OF GOODS AND COMPLAINTS OF CONSUMERS
in the course of use of online store at the website https://www.slova.xyz
developed and admininistered by SLOVA – SATRIA LOVING ARTS EOOD
in connection with the General Terms and Conditions for purchase of goods through the online store
These Terms and Conditions for refund of goods and complaints of consumers (the “Refund Policy“) will apply only to users within the meaning of the definition in the Consumer Protection Act, i.e. individuals who use services that are not related to commercial or professional activity, and individuals acting outside the scope of their commercial or professional activity when establishing contractual relations with SLovA under the General Terms and Conditions of the distance sales contract.
1. Право на отказ от договора:
1.1. The User has the right to withdraw from the contract for the delivery of goods by written notice, without giving any reason and without owing compensation, within 14 (fourteen) days from the date of receipt of the goods by the User or by a third party other than the carrier and designated by the User. If the User has ordered multiple goods in a single order that are delivered separately, the withdrawal period will commence on the date on which the User or a third party other than the carrier and designated by the User accepts the last goods. The rules for withdrawal from the contract described in this Article 1 do not apply to exceptions to the User's right to withdraw from a distance contract expressly provided for in the applicable legislation, including, but not limited to, the exceptions provided for in Article 57 of the Consumer Protection Act.
1.2. All transport and other costs related to the return of the goods will be borne by the User, who must send or deliver the goods back to SLovA no later than 14 (fourteen) days from the date on which the User exercised the right to withdraw from the contract.
1.3. In the event that the User exercises the right of withdrawal under a contract for the delivery of goods on an electronic medium, the User has the right to withdraw from the contract by written notice within 14 (fourteen) days from the date of conclusion of the contract in accordance with these General Terms and Conditions, without giving any reason and without owing any compensation. The notice of withdrawal will be sent to SLovA by letter sent to the address of SLovA indicated on the Website or to the following email address: satria@slova.xyz.
1.4. When the User exercises the right of withdrawal under this Article 17.8 SLovA will refund the amounts paid by the User without any additional deductions within 14 (fourteen) days from the date on which the User exercised the right to withdraw from the contract, in the same currency in which the User has paid the purchase price.
1.5. SLovA will not be obliged to reimburse the additional costs of delivery of the goods when the terms of sale provide so. SLovA has the right to withhold the refund of the amounts paid by the User until it receives the goods back or until the User provides proof that he has sent the goods back, whichever occurs first.
1.6. In case of exercise of the right of withdrawal, all costs incurred by the User for receiving and returning the amount received, bank commissions, and other costs other than the amount of the price paid to SLovA will remain at the expense of the User.
1.7. In the event of counter-obligations each party will have the right to make a set-off under the terms of the applicable legislation.
1.8. The standard form for exercising the right of withdrawal under the Consumer Protection Act is provided with the information on the right of withdrawal which the User will read before making a purchase under these General Terms and Conditions.
1.9. When the User exercises the right of withdrawal SLovA will immediately send the User confirmation of receipt of the withdrawal on a durable medium.
2. Termination of the Contract and Complaints:
2.1. Termination of a contract for the supply of goods and services
Notwithstanding the right to withdraw from the contract under Article 1 above, the User has the right to terminate this contract at any time by immediately notifying SLovA through the contact details provided on the Website. SLovA has the right to terminate this contract at any time when certain goods are out of stock or the provision of specific services is discontinued, as well as for reasons of commercial expediency. The right to terminate the contract does not affect the rights of the parties arising from deliveries made, for which the withdrawal period under Article 1 above has expired. Upon termination of the contract, SLovA will refund the User the amounts received for ordered, paid for, but undelivered goods and services within 30 (thirty) days as from the date on which the respective delivery should have been made.
2.2. Warranty:
2.2.1. The Consumer Protection Act provides a legal guarantee for the conformity of the goods and services offered with the sales contract. The guarantee does not apply to cases where the service cannot be accessed or does not function normally due to a malfunction of the User's equipment, the presence of an unlicensed operating system or due to failure of the operating system to meet the technical requirements for working with the service. SLovA is liable for any lack of conformity of goods and/or services with the sales contract that exists at the time of delivery and becomes apparent within 2 (two) years of delivery, even if it was not aware of the lack of conformity. The user may file a complaint within 2 (two) years of the delivery of the goods and/or services, but no later than 2 (two) months after the discovery of the non-conformity with the contract. SLovA guarantees the quality and conformity of the goods and services offered with the sales contract and undertakes to remedy in a timely manner any defect that may adversely affect their quality. The warranty for the sale of goods on paper does not cover cases of natural wear and tear, staining, tearing, and/or the addition of text and/or any graphic elements to the goods.
2.2.2. The user has the right to file complaints and claims for purchased and delivered goods and services in the country and abroad with the supplier SLovA within the statutory warranty period at the following address: Sofia, postal code 1113, Izgrev District, Iztok Residential District, 11 Taras Shevchenko Street, floor 1, apt. 1, email address: satria@slova.xyz The User's complaints and claims will be considered by SLovA in accordance with the procedure set out in Article 17.2 of the General Terms and Conditions of the distance sales contract.
2.2.3. In accordance with the provisions of the Provision of Digital Content and Digital Services and the Sale of Goods Act the User has the right to: (a) file a complaint about any non-conformity of the goods with the contract; (b) receive a proportional reduction in price; or (c) terminate the contract in accordance with the applicable legislation.
2.2.4. The complaint will contain: name, surname, email address provided when placing the order, order date, order number, description of the event related to the complaint or other circumstances relevant to the complaint, as well as the User's expectations regarding the settlement of the complaint. If the data or information specified in the complaint is incomplete, SLovA will request the User to supplement this data or send additional information before considering the complaint.
2.2.5. The refund will be made to the bank account specified by the User. If the price or part thereof has been paid using a promotional code, the User will receive a refund for the actual amount paid.
2.2.6. If the complaint is accepted by SLovA, the User may expressly declare wish to exchange the product for another product of equal or lesser value than the product subject to the complaint. If the User chooses to replace the product with a more expensive one, the payment of the difference in price will be condition for its delivery. If the User chooses to replace the product with a cheaper one, the difference between the two products will be refunded to the User.
2.2.7. If the complaint is assessed by SLovA as unfounded, the User may submit a request for review of the seller's decision. SLovA will consider the request for review of the decision in a timely manner, but no later than 30 days from the date of receipt of the request. In extremely complex cases where it is not possible to respond within the above deadline, SLovA will inform the User of the reasons for the delay and the circumstances that need to be clarified, as well as the estimated timeframe for clarification, which will not exceed 60 days as from the date of receipt of the request.
2.2.8. The aforesaid requirements regarding the complaint process do not violate or restrict the User’s right to make a complaint in accordance with applicable law and will always be interpreted in accordance with the applicable law.
