Italiano
Conditions for return and complaintI. Conditions for return
The customers of E-shop Vivasan.BG have the right to withdraw from the distance contract, according to art. 50 of the Consumer Protection Act (CPA), without due compensation or penalty and without stating a reason within 14 days from the date of receipt of the products, regardless of whether they are individuals or legal entities. In order to exercise his right to withdraw from the distance selling contract, it is necessary for the customer to fill in a "Return, Complaint, and Exchange Form" and send it to Vivasan.BG in the manner chosen by him:
- 1. With a courier company of your choice, except for Bulgarian Post at:
VIVASAN BG LTD
Bulgaria
Sofia-1612, 72 Ami Bue Str., 1st floor, office 8. - 2. By e-mail: info@vivasan.bg
The return, complaint, and exchange form must be received from Vivasan.BG in writing or electronically within the above deadline. The customer receives an informative email (confirmation) for acceptance of the refusal and the order for return of the products, as well as for the term and the way for refund of the received amounts.
Returned products must meet the following mandatory conditions:
VIVASAN BG LTD
Bulgaria
Sofia-1612, 72 Ami Bue Str., 1st floor, office 8.
If the returned products meet the conditions for return, the amount paid for the purchase is refunded by the method used to pay it to Vivasan.BG. In case of cash payments, the refund is made to a bank account specified by the client. If the order is paid with an online card (VPOS), the corresponding amount is refunded on the same card. The term for refund of the due amounts is 14 days from the date on which Vivasan.BG has received the products returned by the customer.
Returned products must meet the following mandatory conditions:
- To be in their original packaging and not to disturb their commercial appearance (torn packaging, removed labels, missing parts, etc.).
- Not used and / or damaged by the customer.
- To be accompanied by all documents accompanying the delivery, including but not limited to a receipt or invoice, instructions for use, warranty card and others.
- The products from the following categories are not subject to return: Food supplements; Cosmetics; Healthy Eating and Essential Oils. These products are related to the health and / or personal hygiene of consumers and according to Article 57 of the CPA can be returned only if they are not used and are with the same packaging with which they were received and it is unprinted.
- The deadline for returning the products is 14 days from the date of receipt of an email (confirmation) from Vivasan.BG to accept the refusal.
VIVASAN BG LTD
Bulgaria
Sofia-1612, 72 Ami Bue Str., 1st floor, office 8.
- The return of shipments to Vivasan.BG can be done with a courier company of the customer's choice, with the exception of Bulgarian Post. Shipments sent to Vivasan.BG with Bulgarian Post are not accepted.
- Returns on the spot of shipments, personally by customers, to the specified address are not accepted. Shipments accepted only by courier are accepted.
- Shipments with returned products, which due to improper packaging were damaged during transportation, are returned to the customer at his expense. The customer assumes the risk of accidental loss or damage to the goods during transport.
If the returned products meet the conditions for return, the amount paid for the purchase is refunded by the method used to pay it to Vivasan.BG. In case of cash payments, the refund is made to a bank account specified by the client. If the order is paid with an online card (VPOS), the corresponding amount is refunded on the same card. The term for refund of the due amounts is 14 days from the date on which Vivasan.BG has received the products returned by the customer.
- Cash on delivery is not accepted.
- The direct costs for the return of the goods - transport and bank fees are at the expense of the customer.
II. Replacement for another product
The customers of E-shop Vivasan.BG have the right to replace ordered / delivered products with others without due compensation or penalty and without stating a reason within 14 days from the date of receipt of the products, regardless of whether they are physical or legal entities.
Replacement is requested by submitting a "Return Form, Complaints, and Exchange" in the order of return of products, which must indicate both the details of the returned products and the desired new products. The return, complaint, and exchange form must be received from Vivasan.BG in writing or electronically within the above deadline.
The customer receives an informative e-mail (confirmation) for acceptance of the exchange, for the order for returning the products, the order for sending the new products, as well as for the way of deducting the amount paid under the original order.
When a customer replaces some products with others and the new products are more expensive than the ones he returns, Vivasan.bg deducts the amount initially paid by the customer and informs the customer about the amount of the final surcharge. In case of replacement of products with others that are cheaper than those returned, Vivasan.bg offsets the value of the new products from the amount initially paid by the customer and refunds the overpaid amount.
The return of the products and the refund of the overpaid amounts shall be made in accordance with Section I: Conditions for return.
Products that do not meet the return conditions are not replaced.
PLEASE DO NOT MAKE A NEW ORDER THROUGH THE SITE!
All questions related to the replacement and the values of the products are specified by e-mail or phone: info@vivasan.bg , 0879 170 898.
If the described conditions are not met, the replacement will not be possible!
Complaints for visible defects that existed at the time of delivery are filed by filling out a "Return, Complaint, and Replacement Form" in the presence of the courier and sending it in the order of return of products.
Complaints of visible defects are considered justified in the following cases:
Complaints of products that have been used for purposes other than their normal use, have been used improperly, have been repaired by the customer or a third party, or have been damaged due to customer negligence or failure to follow instructions are not accepted. , the manufacturer's instructions and advice on the use of the product.
The return, complaint, and replacement form must be received by Vivasan.BG in writing or electronically within 14 days from the date of receipt of the products in case of visible defects and within 2 months from the date of detection of the defect for products with hidden defects. In the form the customer notes the details of the advertised products, the reasons for the complaint, his preferred way to satisfy the complaint - free repair, replacement of the product with another, corresponding to the agreed, or refund of the amount paid at purchase.
Bringing the products in line with the sales contract is free for the customer. It does not owe return or replacement costs, nor costs associated with repairing the products. In case Vivasan.BG fails to procure the advertised products for replacement, the same is obliged to notify the User and return the amount paid, including the transport costs for the return of the goods.
For each complaint, filed in time and according to the order described above, Vivasan.BG sends an informative email (confirmation) for acceptance of the complaint. The replacement or return of the products subject to the complaint, as well as the term and the manner of refund of the received amounts shall be carried out by the order of Section I: Conditions for return.
Replacement is requested by submitting a "Return Form, Complaints, and Exchange" in the order of return of products, which must indicate both the details of the returned products and the desired new products. The return, complaint, and exchange form must be received from Vivasan.BG in writing or electronically within the above deadline.
The customer receives an informative e-mail (confirmation) for acceptance of the exchange, for the order for returning the products, the order for sending the new products, as well as for the way of deducting the amount paid under the original order.
When a customer replaces some products with others and the new products are more expensive than the ones he returns, Vivasan.bg deducts the amount initially paid by the customer and informs the customer about the amount of the final surcharge. In case of replacement of products with others that are cheaper than those returned, Vivasan.bg offsets the value of the new products from the amount initially paid by the customer and refunds the overpaid amount.
The return of the products and the refund of the overpaid amounts shall be made in accordance with Section I: Conditions for return.
Products that do not meet the return conditions are not replaced.
PLEASE DO NOT MAKE A NEW ORDER THROUGH THE SITE!
All questions related to the replacement and the values of the products are specified by e-mail or phone: info@vivasan.bg , 0879 170 898.
If the described conditions are not met, the replacement will not be possible!
III. Complaints
The customers of E-shop Vivasan.BG have the right to complain about all visible and / or hidden defects of the purchased products.Complaints for visible defects that existed at the time of delivery are filed by filling out a "Return, Complaint, and Replacement Form" in the presence of the courier and sending it in the order of return of products.
Complaints of visible defects are considered justified in the following cases:
- Defective products. Insignificant differences in color, size and appearance compared to the product photo in the E-shop are not considered defects.
- Products with damaged commercial appearance or expired expiration date
- In case of difference between the delivered and ordered products
- In case of defects from improper transportation of the goods
Complaints of products that have been used for purposes other than their normal use, have been used improperly, have been repaired by the customer or a third party, or have been damaged due to customer negligence or failure to follow instructions are not accepted. , the manufacturer's instructions and advice on the use of the product.
The return, complaint, and replacement form must be received by Vivasan.BG in writing or electronically within 14 days from the date of receipt of the products in case of visible defects and within 2 months from the date of detection of the defect for products with hidden defects. In the form the customer notes the details of the advertised products, the reasons for the complaint, his preferred way to satisfy the complaint - free repair, replacement of the product with another, corresponding to the agreed, or refund of the amount paid at purchase.
Bringing the products in line with the sales contract is free for the customer. It does not owe return or replacement costs, nor costs associated with repairing the products. In case Vivasan.BG fails to procure the advertised products for replacement, the same is obliged to notify the User and return the amount paid, including the transport costs for the return of the goods.
For each complaint, filed in time and according to the order described above, Vivasan.BG sends an informative email (confirmation) for acceptance of the complaint. The replacement or return of the products subject to the complaint, as well as the term and the manner of refund of the received amounts shall be carried out by the order of Section I: Conditions for return.
