Return and complaints in relation to goods The Customer is entitled with the right to draw back from the present contract and to return the goods, ordered from www.capiterapharma.eu, without stating a reason, without a requirement to pay compensation or forfeit, with the exception of the costs, provided for in Article 54, Paragraph 3 and Article 55 of the Consumer Protection Act, within 14 days, counted as of the date of the delivery of the ordered goods. When the Customer exercises his/her right to withdraw from the Contract, the Customer must send or provide the goods back to the Seller or to an individual, authorized by the seller, with no undue delay and not later than 14 days, as of the date, on which the Customer received the goods and had informed the Company about his/her decision to withdraw from the Contract as per Article 52. The deadline is considered to be complied with if the Customer sends or provides the goods back to the Company before the expiration of the 14-days period. The Company can postpone the refund of the sums to the Customer until the goods are received. In case that the Customer exercises his/her right to withdraw from the Contract, as per Article 52 of CPA, the Company pays the bank fees for the refunding. When the Customer has ordered more than one article/product but exercises his/her right for withdraw, as per Article 52, and returns only one product, the Contract between the Customer and the Company remains in force and effect for the remaining goods. The Customer covers the courier expenses in both directions and the Company refunds the price of the returned article and the bank fees. In order for a returned product to be accepted, it is required: A. To inform the Company in writing, complying with the provisions of Consumer Protection Act, at e-mail: email@example.com. B. To return the products to the address of the Company by providing them to Speedy AD. C. To select a refund method for the sum paid for the products. Through a bank transfer, you should provide IBAN of the account at which you wish to receive the money. In case of payment of the goods by the Customer at delivery, the sum is refunded/returned to the Customer through a bank transfer with the exception of the cases, when the Customer has explicitly stated that he/she wishes the sum to be refunded to him/her, in cash, at office of Speedy AD. D. To provide the products to the courier and cover the courier expenses. The Company should receive the products in their original box/packing, with a label, receipt, invoice and other accompanying documents, if there are such, without indications that the secondary packaging of the goods was opened and/or used by the Customer, with no external signs of damage, crushing or treated in any manner. The same applies to the primary packaging as well. You can address your questions in relation to complaints and return to firstname.lastname@example.org or phone +359 32 60 99 19. The User must keep the goods, received by him/her and to ensure the preservation of its quality. The integrity of the product and its label should be intact. In case that the above stated conditions are not fulfilled, the Company reserves the right to refuse the acceptance of the returned goods and not to refund the sum, paid by the User. The Customer is entitled with the right to receive only the value of the goods returned as it was during its order and purchasing. In case of complaints and return of products, including order with free delivery, where the value of the articles in the order goes below the sum of 30.00 BGN, the Company reserves the right to deduct the price for ordinary delivery from the sum, provided for refund. The Customer is entitled with the right to file a complaint for each discrepancy between the goods and the agreement, when, after the delivery, during the initial inspection, discrepancies with the sale contract are established. When filing a complaint for an article, the User can claim refund of the sum paid, replacement of the article with another one, complying with the agreement, or a discount of the price. When filing a complaint for an article, the User can claim refund of the sum paid, replacement of the article with another one, complying with the agreement, or a discount of the price.
The complaint is filed to the Company or to an individual, authorized by the Company, at email email@example.com. When a complaint is filed, the User states the subject of the complaint, the preferred method for settlement of the complaint, respectively, the amount of the sum claimed, and provided address and contact phone. When filing a complaint, the User must enclose the documents on which the claim is based: A. Receipt or invoice; B. Protocols, acts or other documents, establishing the non-compliance of the goods or services with the agreement; C. Other documents, establishing the grounds and amount of the claim. The Customer cannot claim refunding or reduction in price, when the Company agrees to replace the goods with new one within one month after the filing of the claim by the User. The Company will refund to the Customer the sum paid as fast as possible and not later than 14 day after the receipt of the returned goods. “Capitera Pharma” EOOD refunds the sum, paid by the Customer for ordered goods:
through bank transfer to a bank account (IBAN), provided by the Customer,
postal money order, when such method of refunding is explicitly requested by the Customer.
In case of payment of the goods by the Customer upon delivery, the sum is refunded/returned to the Customer through bank transfer or postal money order, depending on the explicit preference, provided by the Customer. In case of a complaint or return of products, included in an order, which benefits from a discount or promotional vouchers, “Capitera Pharma” EOOD withholds the discount. In case that the User decides to withdraw from the remote purchase and sale contract and wishes to return only part of the articles or does not want any of the articles of the order, the costs, related to the courier service are on the account of the User.