{"id":783,"date":"2026-08-12T07:40:23","date_gmt":"2026-08-12T07:40:23","guid":{"rendered":"https:\/\/hoteko-energia.shop\/?page_id=783"},"modified":"2026-10-12T12:00:27","modified_gmt":"2026-10-12T12:00:27","slug":"%d0%b2%d1%80%d1%8a%d1%89%d0%b0%d0%bd%d0%b8%d1%8f-%d0%b8-%d1%80%d0%b5%d0%ba%d0%bb%d0%b0%d0%bc%d0%b0%d1%86%d0%b8%d0%b8","status":"publish","type":"page","link":"https:\/\/hoteko-energia.shop\/en\/%d0%b2%d1%80%d1%8a%d1%89%d0%b0%d0%bd%d0%b8%d1%8f-%d0%b8-%d1%80%d0%b5%d0%ba%d0%bb%d0%b0%d0%bc%d0%b0%d1%86%d0%b8%d0%b8\/","title":{"rendered":"Returns and complaints"},"content":{"rendered":"<div id=\"page-header-2119186711\" class=\"page-header-wrapper\">\n  <div class=\"page-title dark featured-title\">\n\n        <div class=\"page-title-bg\">\n      <div class=\"title-bg fill bg-fill\"\n        data-parallax-container=\".page-title\"\n        data-parallax-background\n data-parallax=\"-\">\n      <\/div>\n      <div class=\"title-overlay fill\"><\/div>\n    <\/div>\n    \n    <div class=\"page-title-inner container align-center text-center flex-row-col medium-flex-wrap\" >\n              <div class=\"title-wrapper flex-col\">\n          <h1 class=\"entry-title mb-0\">\n            Returns and complaints          <\/h1>\n        <\/div>\n                    <div class=\"title-content flex-col\">\n        <div class=\"title-share pt-half pb-half\"><div class=\"social-icons share-icons share-row relative icon-style-outline\" ><a href=\"whatsapp:\/\/send?text=%D0%92%D1%80%D1%8A%D1%89%D0%B0%D0%BD%D0%B8%D1%8F%20%D0%B8%20%D1%80%D0%B5%D0%BA%D0%BB%D0%B0%D0%BC%D0%B0%D1%86%D0%B8%D0%B8 - https:\/\/hoteko-energia.shop\/en\/%d0%b2%d1%80%d1%8a%d1%89%d0%b0%d0%bd%d0%b8%d1%8f-%d0%b8-%d1%80%d0%b5%d0%ba%d0%bb%d0%b0%d0%bc%d0%b0%d1%86%d0%b8%d0%b8\/\" data-action=\"share\/whatsapp\/share\" class=\"icon button circle is-outline tooltip whatsapp show-for-medium\" title=\"Share on WhatsApp\" aria-label=\"Share on WhatsApp\"><i class=\"icon-whatsapp\" aria-hidden=\"true\"><\/i><\/a><a href=\"https:\/\/www.facebook.com\/sharer.php?u=https:\/\/hoteko-energia.shop\/en\/%d0%b2%d1%80%d1%8a%d1%89%d0%b0%d0%bd%d0%b8%d1%8f-%d0%b8-%d1%80%d0%b5%d0%ba%d0%bb%d0%b0%d0%bc%d0%b0%d1%86%d0%b8%d0%b8\/\" data-label=\"Facebook\" onclick=\"window.open(this.href,this.title,'width=500,height=500,top=300px,left=300px'); 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}\n  .hk-policy a { color: var(--hk-copper-soft); text-decoration: underline; text-underline-offset: 2px; }\n  .hk-policy a:hover, .hk-policy a:focus-visible { color: var(--hk-copper); }\n  .hk-policy a:focus-visible, .hk-policy button:focus-visible { outline: 2px solid var(--hk-copper-soft); outline-offset: 2px; border-radius: 3px; }\n\n  .hk-policy__accent { height: 5px; background: linear-gradient(90deg, var(--hk-copper), var(--hk-copper-soft)); }\n\n  .hk-policy__head { padding: 2.2rem 2.2rem 1.8rem; border-bottom: 1px solid var(--hk-border); }\n  .hk-policy__eyebrow {\n    display: inline-flex; align-items: center; gap: .5rem;\n    font-size: .72rem; font-weight: 700; letter-spacing: .12em; text-transform: uppercase;\n    color: var(--hk-copper-soft); margin: 0 0 .9rem;\n  }\n  .hk-policy__eyebrow::before {\n    content: \"\"; width: 7px; height: 7px; border-radius: 1px; background: var(--hk-copper);\n    flex: none;\n  }\n  .hk-policy__title {\n    font-family: var(--hk-serif); font-weight: 700;\n    font-size: clamp(1.45rem, 1.2rem + 1.1vw, 1.9rem); line-height: 1.22;\n    margin: 0 0 .55rem; color: var(--hk-ink); text-wrap: balance;\n  }\n  .hk-policy__subtitle { margin: 0; max-width: 54ch; color: var(--hk-ink-dim); font-size: .95rem; }\n\n  .hk-policy__toc {\n    margin: 1.4rem 2.2rem 0; padding: 1rem 1.1rem;\n    background: rgba(0,0,0,.20); border: 1px solid var(--hk-border); border-radius: 10px;\n  }\n  .hk-policy__toc-label {\n    display: block; font-size: .66rem; font-weight: 700; letter-spacing: .11em;\n    text-transform: uppercase; color: var(--hk-ink-dim); margin: 0 0 .6rem;\n  }\n  .hk-policy__toc ol { margin: 0; padding: 0; list-style: none; display: grid;\n    grid-template-columns: repeat(2, minmax(0,1fr)); gap: .35rem .9rem; }\n  .hk-policy__toc a { display: block; font-size: .85rem; color: var(--hk-ink); text-decoration: none;\n    padding: .18rem 0; border-bottom: 1px dashed transparent; }\n  .hk-policy__toc a:hover { color: var(--hk-copper-soft); border-bottom-color: var(--hk-border); }\n\n  .hk-policy__body { padding: 1.8rem 2.2rem 2.4rem; }\n\n  .hk-sec { padding: 1.5rem 0; border-top: 1px solid var(--hk-border); scroll-margin-top: 1rem; }\n  .hk-sec:first-child { border-top: 0; padding-top: .3rem; }\n  .hk-sec__num { font-family: var(--hk-serif); color: var(--hk-copper-soft); font-size: .8rem; letter-spacing: .04em; }\n  .hk-sec h3 { font-family: var(--hk-serif); font-weight: 700; font-size: 1.1rem; margin: .25rem 0 .7rem; color: var(--hk-ink); }\n  .hk-sec p { margin: 0 0 .8rem; max-width: 68ch; color: var(--hk-ink); }\n  .hk-sec p:last-child { margin-bottom: 0; }\n  .hk-sec ul { margin: 0 0 .8rem; padding-left: 1.2rem; max-width: 66ch; }\n  .hk-sec li { margin: 0 0 .4rem; color: var(--hk-ink); }\n  .hk-sec strong { color: var(--hk-ink); font-weight: 700; }\n\n  .hk-callout {\n    display: flex; gap: .7rem; align-items: flex-start; margin: .9rem 0 0;\n    padding: .85rem 1rem; background: rgba(196,112,59,.12);\n    border: 1px solid rgba(196,112,59,.36); border-radius: 8px; max-width: 66ch;\n  }\n  .hk-callout__mark {\n    flex: none; width: 20px; height: 20px; border-radius: 3px; background: var(--hk-copper);\n    color: #1B2228; font-family: var(--hk-serif); font-weight: 700; font-size: .74rem;\n    display: flex; align-items: center; justify-content: center; margin-top: .1rem;\n  }\n  .hk-callout p { margin: 0; font-size: .89rem; color: var(--hk-ink); }\n\n  .hk-policy__foot {\n    padding: 1.5rem 2.2rem 1.8rem; border-top: 1px solid var(--hk-border);\n    background: rgba(0,0,0,.18);\n    display: flex; flex-wrap: wrap; justify-content: space-between; gap: 1rem 1.5rem;\n  }\n  .hk-policy__foot-block h4 {\n    font-size: .66rem; font-weight: 700; letter-spacing: .11em; text-transform: uppercase;\n    color: var(--hk-ink-dim); margin: 0 0 .45rem;\n  }\n  .hk-policy__foot-block p { margin: 0; font-size: .83rem; color: var(--hk-ink); }\n  .hk-policy__foot-block a { font-size: .83rem; }\n\n  @media (max-width: 640px) {\n    .hk-policy { margin: 1.2rem auto; border-radius: 12px; }\n    .hk-policy__head { padding: 1.6rem 1.2rem 1.3rem; }\n    .hk-policy__toc { margin: 1.1rem 1.2rem 0; }\n    .hk-policy__toc ol { grid-template-columns: 1fr; }\n    .hk-policy__body { padding: 1.3rem 1.2rem 1.7rem; }\n    .hk-policy__foot { padding: 1.2rem 1.2rem 1.4rem; }\n  }\n  @media (prefers-reduced-motion: no-preference) {\n    .hk-policy { animation: hk-rise .5s ease-out both; }\n  }\n  @keyframes hk-rise { from { opacity: 0; transform: translateY(10px); } to { opacity: 1; transform: translateY(0); } }\n<\/style>\n<div class=\"hk-policy\">\n  <div class=\"hk-policy__accent\"><\/div>\n  <header class=\"hk-policy__head\">\n    <p class=\"hk-policy__eyebrow\">Your consumer rights<\/p>\n    <h2 class=\"hk-policy__title\">Returns and complaints<\/h2>\n    <p class=\"hk-policy__subtitle\">Right of withdrawal, returns and statutory warranty under Bulgarian law.<\/p>\n  <\/header>\n  <nav class=\"hk-policy__toc\" aria-label=\"Contents\">\n    <span class=\"hk-policy__toc-label\">On this page<\/span>\n    <ol>\n      <li><a href=\"#otkaz\">1. Right of withdrawal (14 days)<\/a><\/li>\n      <li><a href=\"#kak\">2. How to withdraw<\/a><\/li>\n      <li><a href=\"#vrashtane\">3. Returning goods<\/a><\/li>\n      <li><a href=\"#vazstanovyavane\">4. Refunds<\/a><\/li>\n      <li><a href=\"#sastoyanie\">5. Condition of returned goods<\/a><\/li>\n      <li><a href=\"#garantsiya\">6. Statutory warranty<\/a><\/li>\n    <\/ol>\n  <\/nav>\n\n  <div class=\"hk-policy__body\">\n    <section class=\"hk-sec\" id=\"otkaz\">\n      <span class=\"hk-sec__num\">1<\/span>\n      <h3>Right of withdrawal (14 days)<\/h3>\n      <p>Under the Bulgarian Consumer Protection Act, you have the right to withdraw from the contract <strong>without giving a reason, within 14 days<\/strong> of receiving the goods.<\/p>\n    <\/section>\n    <section class=\"hk-sec\" id=\"kak\">\n      <span class=\"hk-sec__num\">2<\/span>\n      <h3>How to exercise your right of withdrawal<\/h3>\n      <p>Send a clear statement of withdrawal before the deadline by email to <a href=\"mailto:kontakt@hoteko-enrgia.shop\">kontakt@hoteko-enrgia.shop<\/a> or in writing to our address. You may use the standard withdrawal form, but this is not compulsory.<\/p>\n    <\/section>\n    <section class=\"hk-sec\" id=\"vrashtane\">\n      <span class=\"hk-sec__num\">3<\/span>\n      <h3>Returning goods<\/h3>\n      <p>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.<\/p>      <div class=\"hk-callout\">\n        <span class=\"hk-callout__mark\">!<\/span>\n        <p>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.<\/p>\n      <\/div>\n\n    <\/section>\n    <section class=\"hk-sec\" id=\"vazstanovyavane\">\n      <span class=\"hk-sec__num\">4<\/span>\n      <h3>Refunds<\/h3>\n      <p>We refund all payments received, including the cost of the least expensive standard delivery option, without undue delay and no later than <strong>14 days<\/strong> 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.<\/p>\n    <\/section>\n    <section class=\"hk-sec\" id=\"sastoyanie\">\n      <span class=\"hk-sec__num\">5<\/span>\n      <h3>Condition of returned goods<\/h3>\n      <p>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.<\/p>\n    <\/section>\n    <section class=\"hk-sec\" id=\"garantsiya\">\n      <span class=\"hk-sec__num\">6<\/span>\n      <h3>Statutory warranty<\/h3>\n      <p>Regardless of the right of withdrawal, all goods are covered by a <strong>two-year statutory warranty<\/strong> of conformity under the Bulgarian Consumer Protection Act. For a complaint, write to us describing the problem; we reply within 14 days.<\/p>\n    <\/section>\n\n  <\/div>\n\n  <footer class=\"hk-policy__foot\">\n    <div class=\"hk-policy__foot-block\">\n      <h4>Seller<\/h4>\n      <p>\u201e\u041f\u0415\u041b\u0415\u0422 \u041b\u0415\u0421\u201c \u041e\u041e\u0414<br>\n      3 Vela Peeva Street, 4633 Sarnitsa, Bulgaria<br>\n      Company number 203958323 &middot; VAT number: BG203958323<\/p>\n    <\/div>\n    <div class=\"hk-policy__foot-block\">\n      <h4>Contact details<\/h4>\n      <p><a href=\"mailto:kontakt@hoteko-enrgia.shop\">kontakt@hoteko-enrgia.shop<\/a><br>\n      <a href=\"tel:+359884615310\">+359 88 461 5310<\/a><\/p>\n    <\/div>\n    <div class=\"hk-policy__foot-block\">\n      <h4>Last updated<\/h4>\n      <p>4 August 2026<\/p>\n    <\/div>\n  <\/footer>\n\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-783","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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