Returning products – withdrawal from the purchase within 14 days
You have the right to withdraw from your purchase within 14 days of the day on which you received the goods, without giving any reason. If you wish, you can tell us why you are returning the product – your opinion matters to us and helps us improve, but it is not a condition for withdrawal.
How to withdraw – fastest online:
- Click Withdraw from the contract here (the same link is at the bottom of every page, in your account and in the order dispatch e-mail).
- Enter the order number and the e-mail address you used to place the order. No registration is required.
- Select the items you are withdrawing from, optionally state the reason, and click “I confirm the withdrawal”. You will immediately receive a confirmation by e-mail.
You can also withdraw using the withdrawal form (Word) below or by writing to office@buba.bg.
Returning the goods:
- after receiving your withdrawal, we will generate a waybill (AWB) for the return shipment and send it to you by e-mail; a courier will then collect the goods from your address;
- please have the goods ready for collection without undue delay and at the latest within 14 days of notifying us of your withdrawal – the deadline is met if you hand the goods over to the courier before it expires;
- the direct cost of returning the goods is borne by you and will be deducted from the amount refunded;
- enclose the order number or a copy of the confirmation;
- if you prefer, you may instead send the goods yourself, at your own cost, to: 16 Aleksandar Malinov Blvd., floor 3, office 2, Sofia, Bulgaria, tel. +359 2 426 54 32.
Preferably, the goods should be in their original packaging. You may examine and try out the goods as you would in a shop. If they have been used beyond that, we may withhold an amount for their diminished value.
Refund: within 14 days of your withdrawal we refund the price and the standard delivery cost, less the cost of the return shipment, to the bank account (IBAN) you provide in the withdrawal form or by e-mail. If you paid by card and do not provide an account, we refund the amount to the card. We may wait until we have received the goods or until the goods have been collected by the courier or you have supplied evidence of having sent them back.
The exceptions to the right of withdrawal and further details are set out in the General Terms and Conditions, Art. 26–28 and Section IX. For defective goods, see Complaints.
Download the withdrawal form (Word, in English)
Information on the right of withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If the goods of one order are delivered separately – after the day on which you acquire physical possession of the last item.
To exercise the right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement addressed to NEWVIVA Ltd., 16 Aleksandar Malinov Blvd., floor 3, office 2, Sofia, Bulgaria, tel. +359 2 426 54 32, e-mail office@buba.bg. The easiest way is to use the “Withdraw from the contract here” function (the link is at the bottom of every page). You will immediately receive a confirmation by e-mail. You may also use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), less the direct cost of the return shipment, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision. We will make the reimbursement to the bank account (IBAN) you indicate; if you paid by card and do not indicate an account – back to the card. You will not incur any fees as a result of the reimbursement itself.
We may withhold reimbursement until we have received the goods back, until the goods have been collected by the courier, or until you have supplied evidence of having sent back the goods, whichever is the earliest.
After receiving your withdrawal, we will issue a waybill (AWB) for the return shipment and a courier will collect the goods from your address. You must have the goods ready for collection without undue delay and in any event not later than 14 days from the day on which you communicated your withdrawal to us. The deadline is met if you hand the goods over to the courier before the period of 14 days has expired. You may also choose to send the goods yourself, at your own cost, to 16 Aleksandar Malinov Blvd., floor 3, office 2, Sofia, Bulgaria.
You will bear the direct cost of returning the goods; it will be deducted from the amount refunded.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Complaints
Service, spare parts and warranty claims
If after your purchase you need service, a repair, a spare part or any other help under warranty, send an e-mail to rma@newviva.bg and attach:
- photos of the product and of the problem;
- a short description of the problem;
- proof of purchase (receipt, invoice or order confirmation) showing that the product is under warranty.
This also applies to consumables and spare parts for trampolines. We will review your request and get back to you.
XIII Warranty. Right to lodge a complaint
Art. 58. (1) The Seller offers all goods on www.buba.bg with a 2-year statutory guarantee of conformity of the goods with the contract in accordance with applicable legislation, pursuant to the Act on the Supply of Digital Content and Digital Services and on the Sale of Goods (ЗПЦСЦУ). Some products may carry a warranty longer than 2 years, depending on the terms agreed with the manufacturer. This is stated in the product description in the online shop.
In the event of non-conformity, the consumer has the right to lodge a complaint for any non-conformity of the consumer goods with the contract that becomes apparent after delivery and is discovered during the initial inspection or during the storage, assembly, testing or use of the product. Certain categories of goods which, by their nature, cannot carry a warranty are an exception.
(2) In the event of non-conformity of the consumer goods with the contract of sale, the buyer has the right to lodge a complaint in writing, requesting NEWVIVA Ltd. to bring the goods into conformity with the contract of sale within 1 month, and the consumer may choose between repair of the goods or their replacement with new ones, unless this is impossible or the remedy chosen is disproportionate compared to the other. To lodge a complaint, the consumer should fill in the Complaint Form, which can be found below in these General Terms and Conditions and on the website in the COMPLAINTS section. Once completed, the form must be sent to the stated correspondence address of NEWVIVA Ltd. or by e-mail to rma@newviva.bg.
When lodging a complaint, the Consumer states the subject of the complaint, the preferred remedy or, respectively, the amount claimed, and an address, telephone number and e-mail for contact. When lodging a complaint, the consumer must also attach the documents relating to the order, as well as those on which the claim is based, namely:
· Cash receipt or invoice;
· Reports, photographs, statements or other documents establishing the non-conformity of the goods or service with what was agreed – if available;
· Other documents establishing the grounds and amount of the claim.
(3) The warranty period starts to run from the time of delivery of the consumer goods. It is suspended for the time necessary for the repair or replacement of the consumer goods or for reaching an agreement between the seller and the consumer to settle the dispute.
(4) Any non-conformity of the consumer goods with the contract of sale that becomes apparent within 6 (six) months of delivery of the goods is presumed to have existed at the time of delivery, unless it is proven that the lack of conformity is due to the nature of the goods, their use by the consumer or the nature of the non-conformity.
(5) The consumer may not dispute the conformity of the consumer goods with the contract of sale if, at the time of conclusion of the contract, he knew or could not have been unaware of the non-conformity;
(6) A remedy is deemed disproportionate if it imposes costs on the seller which, compared to the other remedy, are unreasonable, taking into account:
1. The value the consumer goods would have had if there were no non-conformity;
2. The significance of the non-conformity
3. The possibility of offering another remedy
(7) If, after the expiry of 1 month from the lodging of the complaint, the consumer is not satisfied with its resolution, he has the right to terminate the contract and be reimbursed the amount paid, or to request a price reduction. This right does not apply if NEWVIVA Ltd. has agreed to replace the product with a new one or to repair it within the 1-month period from the lodging of the complaint, nor where the non-conformity is minor.
(8) Bringing the consumer goods into conformity with the contract of sale is free of charge for the consumer. He does not owe any costs for shipping the consumer goods or for materials and labour related to their repair, and must not suffer significant inconvenience. The consumer may bring a claim for compensation for damage suffered as a result of the non-conformity.
(9) NEWVIVA Ltd. is obliged to satisfy a request for termination of the contract and to reimburse the amount paid by the consumer where, after having satisfied three complaints of the consumer by repairing the same goods, a further non-conformity of the goods with the contract of sale occurs within the warranty period /2 years/.
(10) The consumer has the right to lodge a complaint regarding the goods regardless of whether the manufacturer or the trader has provided a commercial warranty for the goods or service.
(11) Where the complaint is satisfied by replacing the goods with others conforming to the contract, NEWVIVA Ltd. will preserve the original warranty conditions for the consumer.
(12) Lodging a complaint does not preclude bringing a court action.
Art. 59. If NEWVIVA Ltd. has provided a commercial warranty for the goods and the warranty period is longer than the periods for lodging a complaint described in the preceding paragraphs, the complaint may be lodged until the expiry of the commercial warranty period.
Art. 60. The Seller will use the data provided by the buyer, or respectively entered in his account, when filling in and issuing the warranty certificate, where NEWVIVA Ltd. has stated on its website that it provides an additional commercial warranty beyond the statutory guarantee referred to in the preceding provisions.
Art. 61. Repair of products outside the warranty period, or within that period but where the seller’s obligation to bring the goods into conformity with the contract of sale has lapsed on any ground, is payable by the buyer and is carried out within a period agreed between the parties.
FORM FOR EXERCISING THE RIGHT TO LODGE A COMPLAINT