Right to File Complaints and Return Purchased Goods

If a customer wishes to return purchased goods, they may exercise this right within 14 (fourteen) days of receipt, in accordance with the Consumer Protection Act, and must complete Complaint Form, which should be sent by email to: hometex.bg@gmail.com, and the products should be shipped via SPIDI or ECONT courier to the following address: 21 Otets Paisiy St., Dupnitsa.

It is a mandatory requirement that the goods be in their original condition, with the packaging intact and unused. The costs of returning the goods are entirely at the customer’s expense and are determined according to the current price list of the courier company handling the return.

If these conditions are not met, the store reserves the right to refuse to accept the returned merchandise and, accordingly, to refuse to refund the customer for the items.

Shipping costs are covered by the store only in cases of a manufacturing defect. In the event of a manufacturing defect, the customer has the right to cancel the order within 14 days or request a replacement, with shipping costs covered by the store. Upon return of the goods, a report (in two identical copies) is prepared describing the condition of the goods and their packaging.

Once returned goods have been received and inspected, their value, along with the shipping costs, will be refunded to the customer via bank transfer within 14 days.

Any item that does not match the customer’s order is eligible for a return. The customer may refuse the item upon receipt. In case of a discrepancy, please contact us by phone. We will verify the discrepancy between the product name on the order and the product name you received. If the error is confirmed, we will replace the item.

Goods for which the customer has been previously notified of any non-conformity, as well as goods for which the operating conditions specified by the manufacturer on the packaging have not been followed, are not eligible for a return.

A person who acts as a third party upon receipt of the shipment and is not the primary payer for it is not entitled to file a complaint. In the event of a visible defect or non-conformity of the goods at the time of receipt, the third party may refuse the shipment or accept it at their own risk. If the customer accepts such a shipment and does not file a claim with the courier, they forfeit their right to file a complaint.

Items made to the customer's individual specifications and measurements are not eligible for return.

Mailing address:

Dupnitsa, 21 Otets Paisiy Street
Phone: +359 892 603 583 
info@hometex.bg