Returns and complaints
Your consumer rights
Returns and complaints
Right of withdrawal, returns and statutory warranty under Bulgarian law.
Right of withdrawal (14 days)
Under the Bulgarian Consumer Protection Act, you have the right to withdraw from the contract without giving a reason, within 14 days of receiving the goods.
How to exercise your right of withdrawal
Send a clear statement of withdrawal before the deadline by email to kontakt@hoteko-enrgia.shop or in writing to our address. You may use the standard withdrawal form, but this is not compulsory.
Returning goods
Goods must be returned to our address without unnecessary delay and no later than 14 days after you notify us of your decision to withdraw.
The customer bears the direct cost of returning goods. Because pellets and briquettes are heavy, please contact us beforehand; we will help arrange a more economical return transport option.
Refunds
We refund all payments received, including the cost of the least expensive standard delivery option, without undue delay and no later than 14 days after notification of your withdrawal, using the same payment method used by the customer. We may withhold the refund until we receive the returned goods or proof of dispatch, whichever occurs first.
Condition of returned goods
Goods should be returned without changes beyond the normal inspection of their nature and characteristics. We reserve the right to deduct any reduction in value caused by handling beyond what is necessary for inspection.
Statutory warranty
Regardless of the right of withdrawal, all goods are covered by a two-year statutory warranty of conformity under the Bulgarian Consumer Protection Act. For a complaint, write to us describing the problem; we reply within 14 days.