Complaints & Returns

1. Filing procedure and time limits

1. Complaints about non-conformity are filed within the periods set by law.

2. MebeloMan Ltd guarantees that all products are factory new, unused and sealed by the manufacturer, except in cases where the contrary is expressly stated when the product is presented on the Site.

3. On receiving the goods, the customer is obliged to inspect them immediately, and if obvious defects are found, or the absence of any of the accompanying accessories and/or of any document required by Bulgarian law, to immediately inform the person making the delivery.

If they fail to do so, the goods are considered accepted, and the customer loses the right to later claim that the goods were delivered with obvious defects, missing accessories, and/or any document required by Bulgarian law.

Complaints about goods purchased through the online store are handled under the rules of the Consumer Protection Act and in accordance with the terms and conditions of their commercial warranty.

The customer should notify the company by e-mail at: arap@abv.bg of any complaint, attaching the relevant invoice/receipt for the purchased goods or stating its number and date. For the convenience of customers and faster processing of the complaint request, an electronic complaints form may be used. Address for complaints and objections: Veliko Tarnovo, 40 Dimitar Blagoev St.

4. Where the goods have apparent or hidden defects, the customer may exercise their statutory rights. These defects are recorded in a written report.

2. Warranty terms

1. The warranty on furniture purchased unassembled is valid only if it is assembled by a MebeloMan Ltd assembly team.

Where assembly is not carried out by such a team, MebeloMan Ltd only honours the warranty where a manufacturing defect is proven.

2. The warranty takes effect from the date the goods are handed over.

3. If the customer was aware of the defects at the time of purchase or on accepting the goods and did not object to them, MebeloMan Ltd is not liable for those defects.

4. The customer may exercise the right to file a complaint within a period of two years for all furniture, counted from the delivery of the consumer goods, regardless of whether the manufacturer or MebeloMan Ltd has provided a commercial warranty on the goods or service, taking into account the nature of the goods and the nature of the non-conformity.

5. The warranty is valid only and solely against presentation of the original documents accompanying the item purchased by the customer, issued by MebeloMan Ltd.

3. Bringing goods into conformity and customer rights

1. When filing a complaint, the customer should first contact MebeloMan Ltd.

2. Where the consumer goods do not conform to the sales contract, MebeloMan Ltd is obliged to bring them into conformity with the sales contract, and bringing the consumer goods into conformity with the sales contract must be carried out within one month, counted from the filing of the complaint by the customer.

Bringing the consumer goods into conformity with the sales contract is free of charge for the customer. They owe no costs for shipping the consumer goods, or for materials and labour related to the repair, and must not suffer significant inconvenience.

The warranty period is suspended for the time needed for the repair or replacement of the consumer goods, or for reaching an agreement between MebeloMan Ltd and the customer to resolve the dispute.

3. The customer may not claim a refund of the amount paid or a reduction of the price of the goods, where MebeloMan Ltd agrees that the consumer goods be replaced with new ones or that the goods be repaired within one month of the complaint being filed by the customer, and also where the non-conformity of the consumer goods with the contract is minor.

4. When the warranty does not apply

1. The warranty does not take effect in the following cases:

- where warranty or payment documents have not been provided or completed;

- in the event of damage caused during transport of the customer's order by the customer, loading of the customer's order by the customer, or injury to the goods from improper unpacking using sharp or cutting objects;

- improper assembly (started/performed);

- where an attempt is made to carry out a repair or remedy a non-conformity by the customer, or by a service (assembly) centre not authorised by MebeloMan Ltd;

- in the event of damage/defects caused by improper use of the items (from moisture, scratching, breakage, staining, tearing, burning and other acts and omissions caused by the customer);

- in the event of a breach of the physical integrity of the goods;

- in the event that, on opening already delivered packages, the customer identifies a non-conformity which they do not report, but instead begin/carry out assembly of the part/product;

- where there is a lack of cooperation on the part of the customer and a failure to provide information establishing the nature of the non-conformity of the goods with what was agreed (photographs, etc.);

- reworking or replacement of the item or parts of it, carried out by the end customer;

- damage caused by improper relocation/impact marks;

- damage caused by moisture, chemical agents and heating appliances;

- improper cleaning, storage, use other than as intended, and failure to observe the item's specific care conditions.

5. General provisions

1. The commercial warranty provided for the product does not cover product components with a limited shelf life.

2. The goods and services listed on this Site are limited solely to the General Terms and information stated on the Site, without any warranties of any kind being provided beyond those stated, including commercial ones.

MebeloMan Ltd's obligations with regard to the products and services offered on this Site are governed by the relevant agreements with the importers and/or distributors of the products presented.

3. MebeloMan Ltd remains bound by the requirements of the Consumer Protection Act.