Delivery & Returns
Deliveries within the Republic of Bulgaria:
1. Delivery is at the User’s expense: 3.99 EUR to an Econt office or 4.99 EUR to an address, added to the total cart amount.
2. Cash on delivery orders carry a cash on delivery fee (3.2%), shown in the cart before the order is confirmed. Card payments carry no fee.
3. All orders are picked up from the physical store of "BG KITS" Ltd. or shipped via Econt or Speedy and delivered on the next business day. Orders placed on a Saturday, Sunday or national holiday are shipped on the first business day after. During special promotions and when courier companies are busy, the delivery period may be extended to 14 (fourteen) business days. Deliveries are made according to the current courier delivery terms. In exceptional circumstances, the Merchant reserves the right to extend the delivery period and will notify the User by phone during business hours.
Deliveries outside the Republic of Bulgaria:
1. Delivery is at the User’s expense: 25 /twenty-five/ EUR per shipment up to 5 kg, added to the total cart amount.
2. Cash on delivery is not available outside Bulgaria – the order is paid by card.
3. All international orders are shipped via UPS or DHL within 7 (seven) business days, excluding weekends, national holidays, and special promotions, during which the delivery period may be extended to 30 /thirty/ business days, depending also on courier workload. Delivery is subject to the terms and conditions of the applicable courier. In exceptional circumstances, the Merchant reserves the right to extend the delivery period and will notify the User by phone during business hours.
4. For international shipments, the delivery and receipt rules of the recipient’s national postal service and national legislation shall apply.
5. All import duties and taxes upon entry of the goods are the sole responsibility of the User. If the User refuses to pay import duties or to receive the parcel, they are not entitled to a refund.
Right of withdrawal and exchanges:
1. In the case of online orders through the Site, the User has the right to withdraw from the contract within 14 days from the date of receipt of the goods by the User or a third party, without being obliged to state a reason, without owing compensation or penalty. For purchases made in person at the physical store of "BG KITS" Ltd., the right of withdrawal and refund does not apply. For online orders that the User collects from the physical store, the 14-day right of withdrawal applies just as for delivered orders, counted from the day the User collects the goods.
2. To exercise the right of withdrawal, the User must notify the Merchant clearly and unequivocally of their decision by email to store@kitsbg.com, specifying the goods to be returned by providing all relevant details of the order and delivery, including (but not limited to): full name and IBAN of the individual to whom the refund shall be made, or full name and personal identification number of the individual who will collect the refund in cash at the physical store of "BG KITS" Ltd. If the User fails to fulfill these requirements without notifying the Merchant and without providing a valid reason for the delay, it shall be deemed that the User has withdrawn their request to exercise the right of withdrawal.
3. The User is obliged to return the goods at his own expense by handing them over to the Merchant or to a person authorized by the latter, within 14 days from the date on which the User exercised his right to withdraw from the contract. All bank fees and currency conversion fees are at the expense of the User.
4. When the User has ordered more than one product, and exercises the right to withdraw from the contract with respect to only one product and returns only it, the contract between him and the Merchant remains in force for the remaining goods, with the User bearing the cost of delivery of the goods, and the Merchant refunding the paid price of the returned goods. When returning the goods, they must be in the same condition in which they were sent, with all labels and markings. The goods must not have been worn, not washed and be in the same condition in which they were sent, and not worn or damaged during the return. The Merchant reserves the right to refuse or reduce the refund amount if the goods are returned in worse condition than when shipped.
5. Instructions for returning Goods:
1) The User must package the goods securely to preserve them during transport.
2) The return shipment must include the original purchase documentation (receipt, invoice, or other proof of payment), inspection reports, protocols, or other documents establishing a defect or claim, and the original tags attached to the goods.
3) Returns should be sent by courier (at the User’s expense) to the following address: Sofia city, 45 Gen. Gurko Street, for "BG KITS" Ltd, phone number for contact: +359888825485.
4) Shipments sent with cash on delivery will not be accepted and will be returned to the sender.
6. The Merchant may withhold the refund until the goods are received back. Refunds will be issued within 14 days of receipt of the returned goods. When in connection with the contract the Merchant has incurred expenses and the User withdraws from the contract, the Merchant has the right to retain and deduct the relevant amount for the expenses incurred or to demand their payment. The Merchant shall refund to the User the price paid by him for the returned goods at his own discretion, either by bank transfer or in cash at the physical store of "BG KITS" Ltd. In case the User is not a Bulgarian citizen, he shall provide his international passport number and date of issue.
Complaints:
By placing an order, the User agrees and acknowledges that some items may be second-hand and may have minor defects, which are reflected in the price.
The User is entitled to file a complaint regarding any non-conformity of the goods with the sales contract, discovered after delivery. The User may not dispute non-conformities if they were known or should have been known at the time of purchase.
The Merchant is not liable for inaccuracies in the information presented on the Site. Price corrections may occur due to technical errors, and product descriptions or images may change. The following are not considered defects:
• Color discrepancies due to screen settings;
• Differences in declared vs. actual sizes;
• Known signs of use in second-hand goods;
Due to the nature of second-hand goods being unique items, the Merchant cannot guarantee replacements of the same product after a return.
In the event of a complaint, the User may request:
• A full refund;
• Replacement with another product (if available);
• A partial refund (price reduction).
For online purchases, the User must inspect the goods immediately upon delivery. If there are visible damages to the packaging, missing accessories, or obvious defects, the User must inspect the item in the courier’s presence and request a damage report signed by both parties.
If the shipment is accepted without any remarks, the Merchant is not responsible for later claims regarding visible defects.
For purchases made in-store, the User must notify the Merchant immediately upon discovering a defect. Failure to do so invalidates the right to file a complaint.
Complaints must be submitted by email to store@kitsbg.com or sent to the physical address listed above. The User must include:
• Contact phone and email;
• Description of the issue;
• Preferred resolution (replacement, refund, or discount);
• Bank details (IBAN and full name), or full name and EGN for in-store refunds.
Failure to follow these requirements without valid reason shall be deemed as a withdrawal of the complaint.
Supporting documents must be provided:
• Receipt, invoice, or proof of payment;
• Protocols or documents establishing the defect;
• Original tags attached to the product.
No commercial warranties are offered beyond those required by law.
If the complaint is valid, the Merchant shall remedy the defect within one month of receiving the complaint. If not resolved within that period, the User may terminate the contract and receive a full refund or request a price reduction.
The User cannot terminate the contract if the defect is minor.
The Merchant reserves the right to inspect the returned product and determine whether the defect is due to manufacturing or misuse. Refunds or replacements will only be processed after a successful inspection.
This text is part of the kitsbg.com Terms and Conditions.