Returns, withdrawal and complaints

1. Right of withdrawal within 14 days

As a consumer you have the right to withdraw from the contract, without giving a reason, within 14 days of the day on which you or a third party designated by you receives the goods. For an order of several goods delivered separately, the period runs from receipt of the last one.

To exercise your right, notify us by an unambiguous statement to support@titanlabs.bg. You may use the standard form below, but you are not required to. The deadline is met if you send the message before it expires.

2. When the right of withdrawal does not apply

Under Article 57 of the Bulgarian Consumer Protection Act, the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to reasons of hygiene or health protection and which have been unsealed after delivery.

Food supplements fall within that exception. If the protective seal or the foil of the packaging is broken, the product cannot be returned. Unopened products in their original packaging can be returned under the general procedure.

3. Returning the goods and the costs

The direct cost of returning the goods is yours, unless we have expressly agreed to bear it or unless the goods are defective or were delivered in error. We do not accept parcels sent cash on delivery.

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics.

1. Send us a notice of withdrawal within the 14-day period.
2. Return the goods without undue delay and no later than 14 days from the notice.
3. Pack the product so that it is not damaged in transit and enclose a copy of the invoice or the order number.

4. Refund

We refund all amounts received from you, including the cost of the original delivery, no later than 14 days after we were notified of the withdrawal. Where you chose a more expensive delivery method than the standard one, we refund the value of the standard delivery.

We may withhold the refund until we receive the goods back or until you provide evidence that you have sent them, whichever happens earlier.

The amount is refunded by bank transfer or by the means used for the payment, at no additional cost to you.

5. Standard form for exercising the right of withdrawal

To TITAN LABS, email support@titanlabs.bg:

I hereby give notice that I withdraw from my contract for the purchase of the following goods: ……………………………………

Ordered on / received on: ……………………………………

Name of the consumer: ……………………………………

Address of the consumer: ……………………………………

Date: …………………… Signature (only if this form is on paper): ……………………

6. Complaint about a lack of conformity

We are liable for any lack of conformity of the goods with the contract which exists at the time of delivery and becomes apparent within two years. In the event of a lack of conformity you have the right to have the goods brought into conformity by replacement, to a proportionate reduction of the price, or to terminate the contract under the conditions of the law.

A complaint is made to support@titanlabs.bg or to the correspondence address. Describe the problem and enclose a receipt, an invoice or other proof of purchase, as well as photographs where applicable.

We enter the complaint in a register and inform you of the decision taken. The period for bringing the goods into conformity is up to one month from the complaint.

You can also make a complaint where the best-before date has expired, where the packaging was not intact at the moment of delivery, or where the product delivered does not match the one ordered.

7. A parcel damaged on delivery

Inspect the parcel in the presence of the courier. If the packaging is visibly damaged, ask for a damage report to be drawn up and notify us within 24 hours so that we can arrange a replacement.

8. Alternative dispute resolution

If you are not satisfied with our decision, you can turn to the conciliation commissions attached to the Commission for Consumer Protection or to the competent court.

Commission for Consumer Protection: 4A Slaveykov Square, floors 3, 4 and 6, 1000 Sofia, Bulgaria, phone 0700 111 22, kzp.bg