Return and exchange

RETURN OF GOODS AND CANCELLATION OF THE DISTANCE CONTRACT

1. According to the distance selling contract, any customer who has the status of a consumer may return the product in an undamaged commercial condition without stating an objective reason for complaint within 14 calendar days from the date of receipt of the goods. The transport costs for returning the goods are the obligation and responsibility of the customer. Smart Bag will not accept back goods sent by cash on delivery.

2. Other grounds for termination of the distance contract by the client are:

2.1 Damaged packaging – The customer may request a replacement of the goods if they find that they are in poor commercial condition.  In this case, the costs of returning the product are borne by the Seller. Upon receipt of the goods by the Customer, and within 24 hours the Customer does not send information to Smart in writing or by phone Bag for any damage found to the relevant products, they are deemed to have been received in good merchantable condition. In such a case, Smart Bag is not obliged to replace the relevant products.

2.2 . Mismatched goods upon delivery. If the customer finds that the goods delivered by the courier are different from the ones he ordered, he can return them to the courier so that the correct one can be sent to him. The delivery costs are borne by the Seller.

3. The Customer is obliged to inform the Seller of his intention to return the purchased goods or to withdraw from the distance contract by stating his decision unequivocally through written communication by email, within the specified period. To exercise his right of withdrawal, the Customer must use the withdrawal form . If the 14-day period for returning a product is not observed or the product is returned without the Customer having notified the Seller, the latter is not obliged to refund the amounts paid by the Customer.

4. In case of a problem with the purchased goods, the customer can contact the Seller by phone: +359 896 590 154 or by email: support @ smartbag . bg .

5. The goods should be returned to the SmartBag warehouse : Sofia, 29 Obikolna Str. , for SmartBag Trade EOOD with an inspection option, so that the condition and compliance with the return conditions can be reviewed.

6. In the event that the customer exercises his right of withdrawal, Smart Bag is obliged to refund the full amount paid no later than 14 calendar days from the date on which the goods are accepted back at the SmartBag Bulgaria warehouse. The costs of returning the goods are deducted from the amount paid by the consumer under the contract, unless the customer has returned the goods at his own expense and has notified the supplier thereof.

7. The seller has the right to delay the refund until receipt of the sold goods and is not responsible for shipments that are not delivered to his warehouse.

8. The refund will be made by bank transfer to the account specified in the cancellation form . You can download the form FROM HERE .

9. If the customer exercises his right of withdrawal from the distance contract, he must hand over the goods back to Smart Bag , without undue delay and not later than 14 days from the date on which the consumer communicated his decision to withdraw from the contract. The deadline shall be deemed to have been met if the consumer sends information about his decision to SmartBag Bulgaria in writing before the expiry of the 14-day period.

10. If the right to withdraw from the distance contract is exercised, the customer undertakes to preserve the goods received from the supplier, their quality and safety until their return.

11. In the event that goods ordered and pre-paid by the customer cannot be delivered by the Seller, the latter will inform the customer about this and will refund the amount paid within 14 days from the date on which the Seller established this fact or from the date on which the customer expressed his desire to terminate the contract.

12. Conditions for return or exchange:

61.1. The Customer must notify the Seller in writing by email with a completed return form; You can complete the form FROM HERE .

61.2. All goods must be in the same condition as when delivered, without damage, in good commercial condition and complete. The packaging must be intact, not torn, scratched or damaged;

61.3. If the goods were accompanied by a gift, the gift must also be returned;

62. If the goods are returned in an open/used condition in which they cannot be sold as new, the Seller reserves the right to refuse the refund of the amounts paid by the Customer upon ordering, as well as the subsequent costs of returning the product.