Right of Return

(1) Refusal of a Shipment at the Time of Delivery Due to Non-Conformities

You – like any other customer of ours – have the right to inspect your shipments before accepting them. This means you also have the right and the possibility to refuse acceptance of an ordered shipment if, at the time of delivery, you find that:

(1) The delivered product clearly does not correspond to the one you ordered; (2) The product or its packaging are damaged during transportation, a fact confirmed upon delivery by a Damage Assessment Protocol signed by you and the courier; (3) The ordered product has not been delivered within the expressly agreed period or, if no such period exists, has not been delivered within 14 calendar days, calculated from the date of the confirmation email for cash-on-delivery or ePay.bg orders, and from the date the payment was received in our bank account for bank transfer orders.

In these three cases, we undertake to refund the value of your purchase to your account, including delivery costs, if any. If you have refused a cash-on-delivery shipment that you did not pay for upon refusal, there is no amount we owe you.

Please note, however, that you cannot refuse acceptance, for any reason, of only a part of your shipment. If you find partial damage or a non-conformity between what you ordered and what we delivered, you must choose between refusing to accept the entire shipment or accepting it in its entirety (and paying for it in full, if you ordered it cash on delivery). If you choose the latter option, you must contact us to tell us what you wish for us to do at our expense with the non-conforming product: either return it to us and we refund your money, or return it to us and we deliver the product you ordered.

(2) Right of Return Due to Non-Conformities After Accepting the Shipment

If you find non-conformities after receiving and paying for your shipment, you have the right to request its return and a full refund of the price paid, when:

(1) The price you paid does not correspond to the price due according to your order confirmation email. (2) You discover a discrepancy between an ordered and a delivered product that you could not ascertain at the time of delivery. In this case, we undertake to replace the non-conforming product within two working days, calculated from the moment you contacted us and filed the complaint.

In the two cases mentioned above, the return costs of the product are borne by us.

(3) Right of Return according to Article 9.1 of OUG 34/2014 Without Shipment Non-Conformities

In addition to the two cases provided for in Articles 09-14 of OUG 140/2021, where there are discrepancies in your orders, their prices, and delivery times, as described above, based on Article 9.1 of OUG 34/2014, you have the right to return to us – AT YOUR EXPENSE – any product purchased from our store within 14 days of receiving it, without needing to provide an explanation for the return:

(1) If you return the purchased product in its original packaging, after merely checking it to verify its integrity and characteristics, we are obliged to refund you – within 14 days after you have returned the products to us – the full amount paid by you for them; (2) If you return the purchased product without its original packaging and after having used it in a manner different from that described above, we owe you a refund of only a part of the price you paid, and we are obliged to refund this amount to you within 14 days after you have returned the products to us and have accepted the reduced price proposed by us.

The return costs of the products in these two cases are borne by you.

(4) How to Make a Return

In all cases (points 1, 2, and 3), with the exception of refusing to accept a cash-on-delivery shipment, you must inform us of your desire to return products and receive a refund.

Registered users who are logged into their account can use the simplified Return Form, which can be found and used as follows: in your account, in the "My Orders" section, next to each order there is a "View" button. On your order page, in View mode, you have a red button "Return products from order," pressing which allows you to indicate which product and in what quantity you wish to return. After completion, you must select the reason for your return request from a dropdown menu, and finally, you can send us the Return Form by pressing the "Send" button.

If you have purchased as a guest or have an account but do not wish to log in, you can also use and complete the standard return form, for which there is a hyperlink at the end of each page of the store. You can also access it here.

If you don't want to use the forms, you can write to us at sales@netek.bg or call us at +40312299220 (Monday to Friday, from 9:00 AM to 6:00 PM).