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1. General information and contact details
This policy governs withdrawal from online purchases, returns, refunds and exchanges for a different size or model for purchases from Adventure-shop.bg. It forms an integral part of the store's Terms and Conditions.
The Seller is „Иновативен Къмпинг“ ЕООД (Innovative Camping Ltd), Bulgarian company registration number 204190240, with its registered office at: 46 Neofit Rilski Street, Sredets District, Sofia, Bulgaria.
For questions, withdrawal notices and exchange requests: info@adventure-shop.bg.
Shipping address for returned goods: g.k. Iztok, ul. "Latinka" 9B, 1113 Sofia
The right of withdrawal described below applies to consumers — individuals purchasing outside their trade, business or profession. For other customers, the agreed terms and applicable law apply.
Faulty or non-conforming goods are covered by the separate Guarantees and Complaints Policy. This policy does not restrict consumers' statutory rights.
2. Right of withdrawal
You may withdraw from an online purchase without giving a reason and without penalty within 14 calendar days of receiving the goods, either personally or through a third party designated by you other than the carrier.
Where several goods are ordered together but delivered separately, the period starts upon receipt of the last item. For goods delivered in multiple parts, it starts upon receipt of the last part.
3. How to request a return
To exercise your right of withdrawal, send an unambiguous statement to info@adventure-shop.bg or in writing to the Seller's registered address provided in section 1.
It is sufficient to send your notice before the 14-day period expires. Withdrawal does not require prior approval from the Seller.
To help us identify your purchase, please provide:
- Your name.
- The goods you wish to return.
- Your order number or other purchase information.
- Your email address or another way to contact you.
The absence of an order number does not invalidate a notice where the purchase can otherwise be identified. You may use the model form at the end of this policy, but this is not compulsory.
4. When and how to send goods back
After notifying us of withdrawal, send or hand over the goods to the returns address in section 1 without undue delay and no later than 14 days after your withdrawal notice. The deadline is met if you send the goods before that period expires.
We recommend packing the goods appropriately for transport, including information identifying the order and retaining proof of dispatch. These recommendations are not additional conditions for exercising your right of withdrawal.
5. Return shipping costs
You bear the direct cost of returning goods following withdrawal, unless the Seller has expressly agreed to cover it or has failed to inform you beforehand that you must bear it.
For goods that cannot normally be returned by post, the cost or a reasonable estimate is provided before purchase.
6. Condition of returned goods
You may unpack, inspect and try the goods to the extent necessary to establish their nature, characteristics and functioning.
We recommend trying clothing and footwear in a clean environment and retaining labels, accessories and packaging.
You are liable only for diminished value resulting from handling beyond what is necessary for that inspection, subject to the conditions set out in law. Missing original packaging alone is not a reason to reject a return.
We do not charge a fixed withdrawal processing fee.
7. Refunds
Following withdrawal, we reimburse payments received, including the cost of standard initial delivery, without undue delay and no later than 14 days after receiving your withdrawal notice.
We do not reimburse additional delivery costs resulting from your choice of a more expensive delivery option instead of the least expensive standard delivery offered.
We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first, unless we have offered to collect them ourselves.
We use the same payment method as the original transaction, unless you expressly agree to another method that does not incur fees for you. For cash-on-delivery payments, a bank transfer may be agreed.
A voucher or store credit will not replace a monetary refund without your express agreement.
For partial withdrawal, reimbursement of initial delivery costs is determined according to applicable law and the actual scope of the withdrawal, without an automatic penalty charge.
8. Exchanges for a different size or model
If you would like to exchange a non-faulty item for a different size or model, contact us at info@adventure-shop.bg, identifying your purchase and the exchange requested.
Exchanges are agreed subject to availability. We agree in advance on the return and dispatch arrangements, shipping costs and any price difference.
If the requested item is unavailable, you may exercise your right of withdrawal where the applicable deadlines and conditions are met.
An exchange request does not automatically constitute a withdrawal notice and does not extend the withdrawal period. If you wish to withdraw from the purchase, notify us expressly within the applicable period, rather than waiting for exchange discussions to conclude.
9. Exceptions to the right of withdrawal
The right of withdrawal does not apply in cases expressly provided for by law, including:
- Goods made to individual specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.
We inform you of any applicable exception before purchase. Ordering a standard product specially from a supplier, or choosing a standard size or colour, does not in itself make the product customised.
Helmets, ropes, climbing harnesses, climbing shoes and thermal underwear are not automatically excluded from returns solely because of their product category.
An exception to the right of withdrawal does not remove your statutory rights where goods are faulty or do not conform to the contract.