Product Returns
If the product you have received does not conform to the sales contract, has a manufacturing defect, or is damaged upon receipt, you have the right to submit a complaint in accordance with the Bulgarian Act on the Provision of Digital Content and Digital Services and the Sale of Goods.
A complaint may be submitted:
by e-mail: admin@mebelinovdom.com;
at any NOV DOM Furniture Factory retail store;
at the following address: 1 Industrialna Str., 8600 Yambol, Bulgaria.
When submitting a complaint, please provide:
order number or invoice number;
your full name and telephone number;
description of the detected non-conformity;
your preferred method for resolving the complaint: repair, replacement, price reduction, or termination of the contract, where provided by law.
If necessary, you may be asked to provide documents proving the purchase.
After an inspection has been carried out and if the complaint is found to be justified, the product will be brought into conformity by repair or replacement, unless this is impossible or would result in disproportionate costs, in accordance with the law.
Where provided by law, the consumer has the right to a proportionate price reduction or termination of the contract.
If the complaint is accepted as justified, all transport costs related to the repair, replacement, or return of the product shall be borne by the seller.
Withdrawal from a Distance Contract (Return of Products Purchased Online)
In accordance with Article 50 of the Bulgarian Consumer Protection Act, consumers have the right to withdraw from a distance sales contract (online purchase) without giving any reason within 14 days.
The withdrawal period begins:
on the day the consumer, or a third party indicated by the consumer (other than the carrier), takes possession of the goods;
if multiple goods are ordered in a single order and delivered separately, on the day the last item is received.
To exercise your right of withdrawal, you must notify us within the 14-day period by:
e-mail: admin@mebelinovdom.com, or
written notice sent to: NOV DOM Furniture Factory, 1 Industrialna Str., 8600 Yambol, Bulgaria.
Your notification should include:
your full name;
order number;
telephone number and e-mail address;
bank account details (IBAN), if the refund is to be made by bank transfer;
a clear statement that you wish to withdraw from the contract.
After notifying us, you must return the goods without undue delay and, in any event, no later than 14 days from the date on which you informed us of your decision to withdraw from the contract.
The goods should be returned in good commercial condition, together with all accessories, user manuals, warranty documents (where applicable) and, where reasonably possible, in their original packaging.
You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning. If the value of the goods has been diminished as a result of handling beyond what is necessary for this purpose, you are responsible for that diminished value in accordance with the Consumer Protection Act.
Refunds, Return Shipping Costs and Exceptions to the Right of Withdrawal
Once the returned goods have been received, or once the consumer provides proof that the goods have been sent back (whichever occurs first), NOV DOM Furniture Factory will refund all payments received from the consumer, including the cost of the standard delivery.
If the consumer has chosen a delivery method other than the least expensive standard delivery offered by the seller, the additional delivery costs will not be refunded.
The refund will be made no later than 14 days from the date on which the seller is informed of the consumer's decision to withdraw from the contract. The seller may withhold the refund until the returned goods have been received or until the consumer provides proof that the goods have been sent back, whichever occurs first.
The refund will be made using the same method of payment used by the consumer for the original transaction, unless the consumer has expressly agreed to a different method of reimbursement that does not incur any additional costs.
Return Address
NOV DOM Furniture Factory
1 Industrialna Str.
8600 Yambol
Bulgaria
Unless otherwise agreed, the direct cost of returning the goods when exercising the right of withdrawal under Article 50 of the Bulgarian Consumer Protection Act shall be borne by the consumer.
Exceptions to the Right of Withdrawal
In accordance with Article 57 of the Bulgarian Consumer Protection Act, the right of withdrawal does not apply to:
goods made to the consumer's individual specifications;
goods manufactured according to the consumer's individual requirements, including selected dimensions, upholstery, colour, or other custom specifications;
any other goods excluded from the right of withdrawal under Article 57 of the Bulgarian Consumer Protection Act.
For these goods, the right of withdrawal under Article 50 of the Bulgarian Consumer Protection Act cannot be exercised unless the goods are defective, do not conform to the sales contract, or another legal ground provided by applicable law exists.
Legal Information and Standard Withdrawal Form
These Terms have been prepared in accordance with the applicable legislation of the Republic of Bulgaria, including:
the Consumer Protection Act;
the Act on the Provision of Digital Content and Digital Services and the Sale of Goods;
the Electronic Commerce Act;
the applicable legislation of the Republic of Bulgaria and the European Union.
Consumers may exercise their right of withdrawal by sending an unequivocal statement by e-mail or by post to the contact details provided above. They may also use the Standard Withdrawal Form, available on our website. The use of this form is optional and is intended solely to facilitate the exercise of the right of withdrawal.
For any questions regarding complaints, product returns, or the exercise of your right of withdrawal, please contact us:
NOV DOM Furniture Factory
Yambol Commerce Ltd.
Address:
1 Industrialna Str.
8600 Yambol
Bulgaria
E-mail: admin@mebelinovdom.com
Our team will review every request and provide assistance in accordance with the applicable legislation and within the statutory time limits.