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1. General information and contact details
This policy explains statutory rights concerning faulty or non-conforming goods purchased from Adventure-shop.bg, the complaints procedure and any additional commercial guarantees. 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.
Email for complaints: info@adventure-shop.bg.
Shipping address for goods subject to complaints: g.k. Iztok, ul. "Latinka" 9B, 1113 Sofia.
The consumer rights described here apply to individuals purchasing outside their trade, business or profession. For other customers, the agreed terms and applicable law apply.
2. Statutory guarantee of conformity
The Seller is responsible for any lack of conformity that exists at delivery and becomes apparent within two years of delivery. This statutory protection applies whether or not a separate guarantee card or commercial guarantee has been provided.
Goods must match their agreed description, type, quantity, quality and characteristics, be fit for their usual purposes and possess the qualities consumers may reasonably expect under applicable law.
A lack of conformity becoming apparent within one year of delivery is presumed to have existed at delivery unless proven otherwise or unless that presumption is incompatible with the nature of the goods or the lack of conformity.
Goods with digital elements are also subject to the special statutory rules on digital content, digital services and necessary updates, including the relevant periods for continuous supply.
3. Your remedies for non-conforming goods
You may request that the goods be brought into conformity through repair or replacement. Your choice may be restricted if the selected remedy is impossible or would impose disproportionate costs under the conditions set out in law.
Where the statutory conditions are met, you are entitled to a proportionate price reduction or to terminate the contract and receive a refund, including where:
- The Seller has refused or failed to complete repair or replacement in accordance with statutory requirements.
- A lack of conformity appears despite efforts to remedy it, subject to the applicable rules concerning a further attempt.
- The lack of conformity is sufficiently serious to justify an immediate price reduction or termination.
- The Seller has stated, or the circumstances make clear, that conformity will not be restored within a reasonable time or without significant inconvenience.
For durable goods and goods with digital elements, the Seller's statutory right to a second attempt to bring the goods into conformity applies where the relevant conditions are met.
The contract cannot be terminated for a minor lack of conformity. The Seller bears the burden of proving that it is minor.
4. How to submit a complaint
Complaints may be submitted orally or in writing to the Seller or an authorised representative through the channels provided by law. Written complaints may be sent to info@adventure-shop.bg or to the registered address in section 1.
When submitting a complaint, please provide:
- Your name and contact address.
- The goods concerned and information identifying the purchase.
- A description of the problem and when it was discovered.
- Your preferred remedy and the amount claimed, where applicable.
Include a receipt, invoice or document confirming payment, together with the documents supporting your claim, such as available reports or other records establishing the lack of conformity and the basis and amount of the claim.
Photographs or video may help our initial assessment, but are not a mandatory condition for accepting a complaint. You do not need to commission a paid expert assessment beforehand.
5. Registration and assessment
We register the complaint and provide an acknowledgement recording its date, registration number, the type of goods and the details of the person receiving it. Registration does not determine the outcome of the assessment.
Where inspection is necessary, the consumer makes the goods available to the Seller. We arrange how they will be handed over or shipped. Appropriate packaging for safe transport is recommended.
Original packaging is not a condition for accepting a complaint. The absence of a guarantee card does not remove statutory rights where the purchase is established through acceptable evidence.
The Seller remains responsible to the consumer even when obtaining an opinion from a manufacturer, importer or service centre. If a claim is rejected, we explain the reasons.
6. Time limits and costs
Repair or replacement is free of charge, including necessary transport, labour and material costs, and must not cause significant inconvenience to the consumer.
For goods without digital elements, repair or replacement is completed within one month of notification of the lack of conformity. For goods with digital elements, a reasonable period applies, taking account of the nature of the goods and the purpose for which the consumer requires them.
When replacing goods, the Seller takes back the replaced goods at its own expense. Where the contract is terminated for lack of conformity, returns and refunds follow the applicable statutory procedure, with return costs borne by the Seller.
A monetary refund will not be replaced by a voucher or store credit without the consumer's express agreement.
7. Use, wear and damage
Statutory liability does not arise solely from normal wear or damage caused after delivery by improper use, failure to follow care instructions, an accident or unsuitable storage, where the problem does not result from a lack of conformity.
Each case is assessed individually. Signs of use alone are not sufficient grounds for rejecting a complaint. We consider the product's nature, expected durability, instructions and the cause of the problem.
If you suspect a defect affecting the safety of protective or climbing equipment, stop using it and contact us.
8. Additional commercial guarantees
A manufacturer or the Seller may offer an additional commercial guarantee for certain products. The guarantor, duration, coverage, territorial scope and claims procedure are specified in the guarantee statement and relevant product documentation.
A commercial guarantee supplements statutory protection. It does not replace it, shorten statutory periods or restrict your right to submit a complaint to the Seller.
9. Complaints compared with returns
A complaint concerns faulty or non-conforming goods. Withdrawal from an online purchase without alleging a fault, and exchanges for another size or model, are covered by the separate Returns and Exchanges Policy.
Expiry of the 14-day withdrawal period does not end your statutory rights concerning non-conforming goods. Goods excluded from the right of withdrawal may still be subject to a complaint.
10. Complaints and enforcement of rights
For questions about the handling of a complaint, contact us at info@adventure-shop.bg.
You may lodge a complaint with the Bulgarian Commission for Consumer Protection: https://kzp.bg/, use applicable out-of-court dispute resolution procedures or seek judicial protection.
Nothing in this policy restricts the mandatory rights granted to consumers by applicable law.