Return Terms
- CANCELLATION OF THE CONTRACT
To exercise the right of withdrawal, the User must notify the Provider of their intention by first contacting the customer service center of eu.vivabook.eu by phone: +359 (0) 877 20 41 11, within 60 days from receiving the product. After that, the User must fill out the specifically generated Return Form, which is found in the “Return Terms” section.
If the User fails to notify the Provider within 60 days from receipt, without providing a valid reason, it is considered that they have withdrawn their statement to exercise the right of withdrawal.
The User must return the product to the Provider no later than 60 days from the day they received it.
The Provider refunds amounts within 14 days of receiving the returned product, by bank transfer only. The User must send bank account details to which the refund should be made.
The Provider reserves the right to postpone refunds until the product is received back.
The product must be returned in its original packaging, intact, with complete content, and without damage.
When cancelling the contract, the return shipping costs are borne by the User. The product should be sent back to the following address (without cash on delivery):
City Plovdiv, Silistra Street 28E, near the kindergarten.
If the order was shipped with free delivery (offered by the Provider) and the User decides to return the product(s), the delivery cost will be deducted when refunding the amount to the user.
- COMPLAINTS (DEFECTIVE GOODS)
If a User makes a complaint about a defective good, the Provider is obligated to refund the amount paid by the User. Users have the right to file a complaint within 60 days from receiving the product in the following cases:
- missing parts;
- defects in the item;
- discrepancy with the ordered model or size.
When making a complaint, the User must inform the Provider first by contacting customer service at eu.vivabook.eu, phone: +359 (0) 877 20 41 11, within 60 days from receipt. Then they should fill in the generated Return Form in the “Return Terms” section and mark the reason as “factory defect.”
If the complaint is accepted, the costs of return or replacement are covered by the Provider. The refund is made via bank transfer.
- WRONG PRODUCT
If the User received the wrong product, the Provider must be notified by phone within 60 days of receipt. Then the User fills the Return Form in the “Return Terms” and marks the reason “wrong product sent.”
In this case, the Provider will refund the amount paid by the User within 14 days from receiving the product back. The return shipping cost is borne by the Provider. The product must be returned in the same condition in which it was received: with labels, in original packaging, with preserved commercial appearance (no signs of use, tearing, scratching, etc.). The integrity and external appearance of the package/box must not be compromised.
- LOSS DURING TRANSIT
The Provider is not responsible for the product lost during delivery. Ownership of the product transfers to the User at the moment of its payment to the courier.