Refund policy

RIGHT OF WITHDRAWAL OF THE USER

  1. Pursuant to Articles 50–57 of the Consumer Protection Act and these General Terms and Conditions, the User has the right to withdraw from a distance or off-premises contract for the purchase of Goods and/or Services without stating any reason, without owing compensation or penalties, and without bearing any costs other than those provided for in Article 54(3) and Article 55 of the Consumer Protection Act, within 14 days from the date of:
    • conclusion of the contract – in the case of a Service contract, insofar as the right of withdrawal applies to Services;
    • acceptance of the Goods by the User or by a third party indicated by the User, other than the carrier – in the case of a sales contract for Goods.

  2. The User should note that the right of withdrawal does not apply to:
    • provision of Services where the Service has been fully performed, where the contract imposes a payment obligation on the User, and performance has begun with the User’s prior explicit consent and acknowledgment that they will lose the right of withdrawal once the contract has been fully performed by the Merchant;
    • delivery of Goods made to the User’s order or according to their individual requirements;
    • delivery of sealed Goods that have been unsealed after delivery and cannot be returned for reasons related to hygiene or health protection;
    • delivery of Goods which, after delivery and by their nature, have been inseparably mixed with other goods;
    • delivery of sealed audio or video recordings or sealed computer software that have been unsealed after delivery;
    • other cases provided for under Bulgarian legislation.

  3. To exercise the right of withdrawal under Section 12.1 above, the User must inform the Merchant of their decision to withdraw from the contract by means of an unequivocal statement, for example sent to the Merchant’s email address or submitted in writing to the Merchant’s postal address.

  4. To exercise the right of withdrawal, the User should complete and send to the Merchant the standard withdrawal form under Annex No. 6 to Article 47(1)(8) and Article 52(2) and (4) of the Consumer Protection Act, or a statement with similar content:

To: “Luka MS” Ltd.
Address: Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1
E-mail: cueaction.store@gmail.com

I, the undersigned: _________________________________
/Your full name/
Address: ___________________________________
/Your contact address/
Email: ____________________
/Your contact email/

Hereby notify you that I exercise my right to withdraw from the contract for the purchase of the following goods/services:
Name of the good/service: ___________________________
Date of order/contract conclusion: ____________________

I request that the value of the goods be refunded to*:
• the bank account from which the payment was made;
• the following bank account:

Account Holder: _________________
Bank: ____________________
BIC: ____________________
IBAN: ____________________

*delete as appropriate and complete the relevant details

Date: _____________________

Signature: ___________________

or notify the Merchant of the withdrawal in another clear and unequivocal manner.

  1. The User must send the notice under Section 12.4 above regarding the exercise of the right of withdrawal for Goods and/or Services to which withdrawal applies within 14 days from the relevant date under Section 12.1 in order for it to produce effect for the Merchant. Immediately upon receipt of the notice, the Merchant shall send confirmation of receipt of the withdrawal to the User’s provided email address, by telephone, or on another durable medium.

    1. The Goods and/or Services must be returned in their original packaging and without signs of use.

    2. Where the User exercises the right of withdrawal from a distance or off-premises contract and the Merchant has not offered to collect the Goods and/or Services, the User must send or hand them back to the Merchant or to a person authorized by the Merchant without undue delay and no later than 14 days from the date on which the User informed the Merchant of their decision to withdraw. The deadline shall be deemed met if the User sends or returns the Goods and/or Services before the expiry of the 14-day period.

    3. The costs of returning the Goods and/or Services upon exercising the right of withdrawal shall be borne by the User, including delivery costs and fees payable to the Merchant.

    4. The Goods shall be sent to the Merchant at the following administrative address with the following delivery details:

To: “Luka MS” Ltd.
Tel.: +359 899 901 389 or +359 883 574 676
Address: Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1

  1. Where the User has exercised the right of withdrawal from a distance or off-premises contract, the Merchant shall reimburse all amounts received from the User, including the costs of initial delivery to the User, without undue delay and no later than 14 days from the date on which the Merchant was informed of the User’s decision to withdraw.

  2. The Merchant may withhold reimbursement until it has received the Goods and/or Services back or until the User has provided evidence of having sent them back, whichever occurs first.

  3. The Merchant shall reimburse the received amounts using the same payment method used by the User in the initial transaction, unless the User has expressly agreed to another payment method and provided that this does not incur any costs for the User.

  4. The Merchant is not obliged to reimburse additional delivery costs where the User has expressly chosen a delivery method other than the least expensive standard delivery option offered by the Merchant.

  5. The User shall be liable only for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics, and proper functioning.

  6. The User shall be liable for any reduction in the value of the Products in case of improper use or damage during return.

13. WARRANTIES AND COMPLAINTS

  1. The User has the rights arising from the statutory legal guarantee of conformity of the Product, which arises by operation of law with every purchase within the meaning of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods (for Goods and/or Goods made to order) and within the meaning of the Consumer Protection Act (for Services).

Warranty and Complaints Regarding Goods

  1. 1. Warranty

  • If the Goods and/or Goods made to order do not comply with the subjective contractual requirements or with the objective requirements for conformity (Art. 33 of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods), the User shall have the right to:
    • submit a complaint and request that the Goods and/or Goods made to order be brought into conformity;
    • receive a proportional price reduction;
    • terminate the contract.

  1. 2. Complaints

1. The User may submit a complaint regarding non-conformity of the Goods and/or Goods made to order (Art. 41–48 of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods).

2 The time limits for submitting a complaint are:
• for Goods and/or Goods made to order without digital elements: 2 years from delivery;
• for Goods and/or Goods made to order with digital elements: up to 2 years or for the duration of the contract/guarantee, depending on the type of digital content;
• 48 hours from receipt of the Goods and/or Goods made to order where the non-conformity is obvious, external, visible, and could have been identified during a normal inspection at the time of delivery or immediately thereafter.

3 . The time limit shall be suspended during the period of repair or replacement (Art. 37 of the Act).

4. A complaint may be submitted orally or in writing and must include:
• the subject of the complaint;
• the preferred method of resolution;
• a contact address;
• proof of payment and evidence of non-conformity.

5. When submitting a complaint, the User shall attach the documents on which the claim is based, including:
• receipt, invoice, or other proof of payment;
• reports, statements, or other documents establishing the non-conformity of the digital content or digital service or of the Goods and/or Goods made to order, including Goods containing digital elements;
• other documents substantiating the claim as to grounds and amount.

6.Submitting a complaint does not preclude the filing of a court claim.

  1. Warranty and Complaints Regarding Services

    1. Warranty

    1. The Service must comply with the contract, description, quality and quantity, advertising information, and must possess the usual characteristics and the specific requirements of the User (Art. 122 of the Consumer Protection Act).

    2. The Merchant shall be liable for any lack of conformity that appears within 2 years after the provision of the Service, but no later than 14 days from its discovery (Art. 123 of the Consumer Protection Act).

3. Complaints Regarding Services

  1. The User may submit a complaint to the Merchant or to an authorized representative.

  2. When submitting a complaint regarding Services, the User may request:
    • bringing the Service into conformity;
    • a price reduction or termination of the contract; or
    • reimbursement of the amount paid.

  3. The complaint may be submitted orally or in writing and must indicate:
    • the subject of the complaint;
    • the preferred method of resolution;
    • the amount claimed;
    • contact details for feedback.

  4. When submitting a complaint, the User shall specify:
    • the subject of the complaint;
    • the preferred method of resolution;
    • the amount claimed;
    • a contact address.

  5. The User shall attach the documents on which the claim is based, including:
    • receipt or invoice;
    • reports, statements, or other documents establishing the non-conformity of the Service with what was agreed;
    • other documents substantiating the claim as to grounds and amount (Art. 125 of the Consumer Protection Act).

  6. The Merchant is obliged to accept the complaint if it has been submitted within the applicable time limits (Art. 127 of the Consumer Protection Act).

  7. Submitting a complaint does not preclude the filing of a court claim (Art. 129 of the Consumer Protection Act).

8.All notifications to the Merchant regarding claims under this Section 13 may be made using the Merchant’s contact details provided in these General Terms and Conditions. Where the User’s request is made by telephone, the Merchant may require a written description of the request to be sent by email.

9. The alternative dispute resolution body within the meaning of Art. 181n(4) of the Consumer Protection Act are the conciliation commissions operating under the Consumer Protection Commission. Information about them may be found on the official website of the Consumer Protection Commission (https://kzp.bg) or on another page of the same website.

A list of recognized alternative dispute resolution bodies within the European Union is available at:
https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en?prefLang=bg&page=0

10. This section applies to Users within the meaning of these General Terms and Conditions, to consumers within the meaning of §13(1) of the Supplementary Provisions of the Consumer Protection Act, and §6(6) of the Supplementary Provisions of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods.