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Delivery and Return

Delivery

Cupffee products will be delivered via couriers. Delivery times are subject to the terms and conditions of the respective courier for delivery in a given location within Bulgaria. For orders placed outside Bulgaria, the delivery time is subject to the delivery terms and conditions of the shipping company. Orders after 17:00 are processed on the next working day. Orders placed on Saturday and Sunday are processed on Monday.

Payment method

Payment shall be made by debit/credit card or bank transfer. Before the shipment is sent to the recipient or his representative, the recipient or his representative must have paid 100% of the order amount through Mollie - system on the merchant's website. For deliveries within the territory of Bulgaria it is also possible to pay by cash on delivery.

Returns

Any User who has the status of a consumer within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods, and has placed an order on Shop.cupffee.me, may return it within 14 days under the terms of Article 55 of the Consumer Protection Act (CPA) and we will not ask any questions. When exercising the right of withdrawal, you can fill in and send us the withdrawal form, which is Appendix 1 to our terms and conditions.

We only accept products that have never been used, have no signs of use and are accompanied by the sales documents (packaging and receipt). To return a product, please contact us on +359 884 931 183.

Please read the information below to ensure that you have complied with all return conditions, complete the return application and send the goods to us.

IT IS IMPORTANT THAT YOU KNOW OUR RETURN POLICY:

  1. To keep the original packaging and the complete set of goods received.
  2. Returned goods must be free from signs of use, scratches, impact marks and with all protective coverings that the goods had when received.
  3. The transport costs for the return of the goods will be borne by you.

IT IS IMPORTANT TO KNOW WHICH GOODS ARE NON-RETURNABLE:

  1. Goods that are not in their original packaging or missing parts;
  2. Goods whose packaging has been opened;
  3. Goods that are in poor condition and/or have a damaged appearance and visible signs of use;
  4. Sealed goods which have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection;
  5. Goods which, having been delivered and due to their nature, have become mixed with other goods from which they cannot be separated;
  6. Goods made to your order and/or according to your individual requirements.

WHAT TO EXPECT AFTER YOU RETURN THE GOODS?

Once we receive the returned goods, the contents of the parcel will be reviewed and processed by our team.

The package of the returned Goods will be refunded within 14 calendar days from the date of receipt of the returned Goods by us to the account you have specified in the return request.

The cost of returning the Goods supplied will be deducted from the refund unless you arrange for the return of the Goods yourself and at your own expense.

IT IS IMPORTANT TO KNOW WHAT YOUR DUTIES AND RESPONSIBILITIES ARE:

Liability for damages caused by breakage, scratching, flooding, burning and other effects excluding the usual testing of the goods by you.

In the event of exercising the right of withdrawal for goods eligible for return and purchased online from Shop.cupffee.me, you are obliged to return the goods in the form in which you received them, unopened, unpacked, without damage to the integrity and without missing elements of the packaging or contents, i.e. in a merchantable form that allows its subsequent sale. In the event of the goods being in a defective merchantable condition, we shall be entitled at our discretion to refuse to accept cancellation of the contract or to charge you the cost of returning the goods to a merchantable condition (if applicable).

Upon acceptance of returned goods, we reserve the right to inspect the same for damage and effects caused by any abnormal use by you, and whether the goods meet all return conditions. If you have any questions or need further information, you can contact us: +359 884 931 183

Damaged goods

At the time of delivery and handover by the courier, you are obliged to inspect the goods received and notify us immediately on the platform (at the electronic (email) address, telephone or chat) in case of any discrepancies, breakages, shortages and damage. In the event of irregularities in the appearance of the goods that occur during transport, you must contact the courier at the time of delivery, who must draw up and hand over to you a report of the damaged package.

If you do not notify us on the platform, we will consider that the goods have been accepted without objection by you, and you lose the right to later claim that the goods were delivered with obvious shortages, defects or damage. The risk of loss or damage to the goods shall pass to you at the time you or a person nominated by you, other than the courier, accepts the goods.

Complaints

Any User who has the status of a consumer within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods shall have the right to make a complaint when the goods delivered are clearly not in conformity with the goods ordered. When submitting a claim, the User-Consumer must indicate his/her details, the subject of the claim, his/her preferred method of satisfying the claim (replacement of the goods, pro rata reduction of the price, cancellation of the contract), respectively the amount claimed, as well as the contact address, including e-mail address.

The complaint may be submitted by the consumer orally or in writing, and must be accompanied by the documents on which the claim is based, including a document certifying payment, as well as other documents establishing the basis and amount of the claim.

NB Users who are not consumers within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods, and who have detected damage, defects and/or subsequently discovered hidden defects, shall immediately notify the Platform Provider of the relevant defect. In such cases, the Provider may, at its discretion, replace the goods with new goods of the same type or refund the value of the relevant damaged goods. In either case, the User must send the damaged goods back to the Supplier at the User's expense.