Return Policy

TERMS AND CONDITIONS FOR PRODUCT RETURNS AND COMPLAINTS

These product return terms and conditions form an integral part of the General Terms of Use of hologramzoo.bg. All rules and definitions used therein are also applicable to this document.

RIGHT OF WITHDRAWAL FROM A DISTANCE SALES CONTRACT FOR PRODUCTS ON A PHYSICAL MEDIUM (toys and souvenirs)

According to Art. 50 of the Consumer Protection Act, the Consumer has the right to withdraw from a distance sales contract within 14 days without stating a reason. The period begins from the date on which the Consumer or a third party other than the carrier takes possession of the goods.

To exercise the right of withdrawal from a distance contract, the Consumer must notify the Supplier of their intention by completing the Product Return Form and sending it to the contact email: office@hologramzoo.bg. The withdrawal form can be downloaded from here ………… Here.

If the Consumer fails to notify the Supplier within 14 days from receiving the product, it shall be deemed that the Consumer has waived the right to exercise withdrawal from the contract.

The Consumer must return the product to the Supplier no later than 14 days from the day on which it was received.

The Supplier shall refund the amount paid within 14 days after receiving the returned product, using the same payment method used for the original transaction, unless the Consumer has explicitly agreed to another method, without any fees being charged.

In case of withdrawal from the contract, the transport costs for returning the goods shall be borne by the Consumer. 

The product must be sent back to the following address: Sofia 1784, Mladost district, 92A Tsarigradsko Shose Blvd., Sofia Outlet Center building, level 1.

When returning the goods, the Consumer is obliged to return them together with the full set of received accessories and all accompanying documents.

When returning the goods, the Consumer is also obliged to return any gifts received together with the ordered goods, if such were sent by the Supplier.       

The product must be returned in its original packaging, , complete and undamaged. The Consumer is obliged to return the goods in a commercial condition. Commercial condition means a condition that allows subsequent resale. Contact email: office@hologramzoo.bg. The product must be as good as new. Unpacking the product must not have led to any obvious deterioration of the commercial appearance of the product and its packaging. Pursuant to Art. 55, para. 4 of the Consumer Protection Act, the Consumer is liable for the diminished value of the goods caused by testing them beyond what is necessary to establish the nature, characteristics and proper functioning of the goods.

COMPLAINTS (toys and souvenirs)

The trader is liable for any lack of conformity of the service that existed at the time the service was provided and that becomes apparent within two years after its provision, but not later than 14 days after the non-conformity with the contract is discovered.

The Consumer has the right to submit a complaint regarding a service when it does not correspond to the contract, either to the trader or to a person authorised by the trader.

Customers have the right to file a complaint about the product in the following cases:

• detected shortages;
• product defects;
• discrepancy with the ordered model, size or quantity. 

When submitting a complaint, the Consumer may claim bringing the service into conformity with the contract, a price reduction, or termination of the contract and refund of the paid amount.

When submitting a complaint, the Consumer must also attach the documents on which the claim is based:

1. cash receipt or invoice;
2. protocols, acts or other documents establishing the non-conformity of the service with the agreement;
3. other documents establishing the basis and amount of the claim.

When submitting a product complaint, the Consumer must notify the Supplier of their intention by completing the Product Return Form and indicating the reason for the complaint. It is mandatory to send photos of the defective product.. След това Потребителят следва да изпрати  формуляра на имейл: office@hologramzoo.bg.

The product must be sent back to the following address: Sofia 1784, Mladost district, 92A Tsarigradsko Shose Blvd., Sofia Outlet Center building, level 1.

The trader or a person authorised by them is obliged to accept the complaint if it is submitted in a timely manner. The trader is obliged to maintain a register of the submitted complaints. When a complaint is submitted, it must be recorded in the register, and the consumer must be issued a document containing the date, the number under which the complaint was entered in the register, the type of service, and the signature of the person who accepted the complaint.

Complaints are accepted during the entire working hours of the commercial outlet where the service was ordered, or on the trader’s website hologramzoo.bg where the order was placed, or at the trader’s registered office address. 

Upon confirmation of the complaint, the transport costs for returning or replacing the goods shall be borne by the Supplier..

NON-APPLICABLE CLAUSES IN CASE OF WITHDRAWAL FROM A DISTANCE SALES CONTRACT (sale of tickets for visiting the installation)

Please note that the distance sales contract withdrawal conditions regarding purchased tickets for visiting the installation are not applicable to: hologramzoo.bg.

1. for the provision of services where the service has been fully performed and its performance has begun with the explicit prior consent of the Consumer and their confirmation that they are aware they will lose the right of withdrawal once the contract is fully performed by the Supplier. Acceptance of these General Terms and Conditions is deemed to constitute such explicit consent from the Consumer; hologramzoo.bg.
2. for the provision of services related to entertainment activities, if the contract specifies a particular date or period for performance (Art. 57, item 12 of the Consumer Protection Act). hologramzoo.bg.

The sale of tickets for visiting the installation is a service related to entertainment activities provided on a specific date. Pursuant to Art. 57, item 12 of the Consumer Protection Act, the right of withdrawal does not apply to such services.

The Supplier does not provide refunds of amounts paid by Consumers for services related to entertainment activities, which include the sale of tickets for visiting the installation. 

Please take this notice into account when placing an order. Due to the nature of the services offered, amounts paid after payment are not subject to refund.