Return of products
return of physical goods and processing of returned orders
1. Object and scope
1.1.
This Return Policy governs the conditions and practical procedure for the return of physical goods purchased through Lean Champions Store and Lean Champions Platform.
1.2.
The policy shall apply to:
1) return of physical goods after the exercise of the right of withdrawal from a distance contract;
2) partial return of one or more items from an order;
3) return of wrongly sent goods;
4) return of goods damaged on delivery;
5) return of goods for which a claim has been made;
6) return of a physical part of a mixed order;
7) return of a physical product to which a digital bonus has been included;
8) other cases in which the merchant has expressly agreed to return.
1.3.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) The withdrawal form;
4) Delivery and payment policy;
5) The complaint policy;
6) the information on the specific product page;
7) the confirmation of the specific order;
8) the applicable legislation.
1.4.
This policy does not restrict the mandatory rights of the Consumer.
1.5.
Where a specific product or service has special return conditions, these conditions shall apply only if they have been clearly provided to the Client before the order is made and do not restrict the Consumer's right to be required.
2. Trader data
2.1.
Merchant and recipient of returned physical goods is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: office@lean.bg
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Difference between withdrawal, return and claim
3.1.
The right of withdrawal allows the Consumer to terminate a distance contract within the applicable 14-day period without the need for the physical commodity to have a defect and without having to specify a reason.
3.2.
Return is the actual dispatch or transfer of the physical goods back to the merchant after an exercise of withdrawal, upon due claim or on another agreed basis.
3.3.
The A complaint refers to a statement of:
1) defect;
2) damage;
3) improperly sent goods;
4) missing part;
5) non-compliance with the description;
6) lack of agreed quality or characteristic;
7) another failure to comply with the contract.
3.4.
In case of failure without defect, the direct cost of sending back as a rule is paid by the Consumer.
3.5.
In case of a valid claim, wrongly sent goods or other non-compliance for which the merchant is responsible, the necessary costs for returning and bringing the goods into conformity shall be borne by the merchant.
3.6.
The client is not obliged to determine the legal qualification of his request. The merchant examines it according to its actual content.
3.7.
An application, designated as "entry', may be treated as a right of withdrawal, claim or other request under those circumstances.
4. Who can return goods in the exercise of the right of withdrawal
4.1.
The legal right of return after withdrawal of a distance contract shall be granted to a natural person acting as a Consumer.
4.2.
A consumer is a natural person who acquires the goods for purposes outside his business, business, craft or professional activity.
4.3.
Legal person, sole trader or natural person who makes the purchase for professional or business purposes does not automatically have a 14-day right of withdrawal.
4.4.
A business client can only return goods without a defect when:
1) such an option is explicitly indicated in the specific offer;
2) is agreed in an individual contract;
3) has been confirmed in writing by the merchant;
4) is applicable another binding legal provision.
4.5.
The right of a business client to claim non-compliance is determined by the applicable contract and legislation and is different from the consumer's right of withdrawal.
5. Actions prior to shipment of the goods
5.1.
Before returning the physical commodity due to withdrawal, the Consumer must notify the Merchant of his decision to withdraw from the contract.
5.2.
The notification may be made by:
1) the electronic form for withdrawal of the Platform;
(2) the standard withdrawal form;
3) e-mail to office@lean.bg;
4) a written application sent by post or courier;
5) another unambiguous written statement.
5.3.
The use of the electronic or standard form is not mandatory.
5.4.
The consumer is not obliged to state the reason for the withdrawal.
5.5.
It is recommended that the notification contains:
1) name and surname;
2) order number where known;
(3) e-mail address;
4) contact phone;
5) name and quantity of returned goods;
6) information whether the entire order is returned or only part thereof;
7) date of receipt of the goods;
8) a clear application for withdrawal of the contract.
5.6.
The absence of an order number does not render the order invalid when the order can be identified in another reliable way.
5.7.
Upon receiving an electronic application, the merchant shall send a confirmation and a unique application number.
5.8.
The unique number facilitates traceability, but is not a condition for the validity of the right of withdrawal.
5.9.
The consumer is not obliged to wait for prior approval to send the goods when he has already notified the merchant and complies with the applicable deadlines.
5.10.
The merchant may send practical instructions for packaging, addressing and identification of the consignment, but these instructions shall not prevent or unduly delay the return.
5.11.
Sending the goods back without a clear application for withdrawal is not always enough to clearly establish the intention of the Consumer.
5.12.
To avoid doubt, the Consumer should send the written application for withdrawal separately or apply it to the consignment.
6. Return deadline
6.1.
After notifying the Merchant of his decision to withdraw from the contract, the Consumer must send or transmit the physical goods back:
1) without undue delay;
(2) no later than 14 calendar days from the date of notification.
6.2.
The time limit shall be deemed to be respected when the goods have been sent or transmitted before the expiry of the 14-day period.
6.3.
The date of dispatch may be demonstrated by:
1) bill of lading;
2) a postal receipt;
3) electronic confirmation by the courier;
4) tracking number;
5) surrender protocol;
6) another reliable document.
6.4.
The consumer should keep the proof of dispatch until the final completion of the procedure.
6.5.
Where the goods are not sent within the applicable time limit, the merchant shall examine the circumstances and applicable legislation before taking a decision on acceptance and refund.
6.6.
A delay caused only by the courier after the delivery of the consignment in due time does not automatically mean that the Consumer has missed the deadline.
7. Return address
7.1.
The physical goods shall be sent to the following address:
Recipient: LEAN BULGARIA OOD
Address for return: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Tel.: +359 896 060 911
Email for notification: office@lean.bg
7.2.
The package should be addressed to LEAN BULGARIA OOD, not to myPOS, Econt, the author of the product, the trainer or other supplier.
7.3.
Sending to a different address only takes place if the merchant has provided an explicit written indication of the specific order.
7.4.
When the Client uses a courier office, the consignment must not be directed to a randomly selected office without prior written confirmation from the Merchant.
7.5.
The merchant shall not be liable for delay or loss caused by dispatch to an incorrect consignee or address which has not been identified or confirmed by him.
8. Choice of courier and way of sending
8.1.
The consumer may use an Econt or any other authorised postal or courier operator of his choice.
8.2.
The returned goods are not necessarily sent through the same courier who made the original delivery.
8.3.
It is recommended to use a service that provides:
1) tracking number;
(2) proof of dispatch;
3) proof of delivery;
4) possibility to establish the condition of the consignment in case of failure.
8.4.
The consumer should keep the bill of lading and tracking numbers.
8.5.
Upon request Consumer can send the tracking number to office@lean.bg.
8.6.
The consignment must not be sent with a cash on delivery.
8.7.
The refund shall be made separately in accordance with the order set out in this policy and not by means of cash on delivery on the returned goods.
8.8.
A consignment sent by payment or requiring the recipient to pay an amount immediately may not be accepted.
8.9.
A consignment sent on behalf of the consignee without prior written consent may not be accepted when the return cost is at the expense of the Consumer.
8.10.
The previous rules shall not apply in the same way to a reasonable claim where the merchant has previously provided a bill of lading, courier application or any other way of returning to his account.
9. Return costs
9.1.
Upon return of physical goods after exercising the right of withdrawal the direct cost of sending back is at the expense of the Consumer.
9.2.
The direct cost may include the usual cost of the courier or postal service for sending the goods to the return address.
9.3.
The consumer does not owe an administrative fee, a fee to process the withdrawal or penalty only because he exercises his right of withdrawal.
9.4.
In case of a valid claim, wrongly sent goods or other non-compliance for which the merchant is responsible, the necessary return costs shall be borne by the merchant.
9.5.
In such a case, the merchant may:
1) to send a ready bill of lading;
2) to organise an address collection;
3) indicate a courier account;
4) restore reasonable proven return costs;
5) to offer another free consumer way.
9.6.
Before sending at its own expense a commodity claiming to be non-compliant, the Consumer may contact the Merchant to receive a free return.
9.7.
The prior connection facilitates the organisation, but cannot be used to refuse to accept a timely claim.
9.8.
If in the future a commodity is offered which cannot, by its nature, be returned in the usual manner by a postal or courier operator, the estimated direct return cost shall be indicated before the order.
10. Preparation and packaging of the goods
10.1.
The goods must be packed in a way that protects it from:
1) bending;
2) rupture;
3) wetting;
4) pollution;
5) impact;
6) pressing;
7) loss of parts;
8) another failure during transport.
10.2.
For books and other printed materials the use of:
1) hard cardboard envelope;
2) suitable box;
3) protective liner against moisture;
4) filling material when there is free space;
5) other packaging that prevents movement and bending.
10.3.
When returning several products, they must be arranged and secured so as not to damage each other.
10.4.
The outer packaging should be securely closed.
10.5.
Loaders, duct tape, labels or other materials should not be glued directly to the product itself when this can damage it.
10.6.
The original transport pack may be re-used where appropriate.
10.7.
The original packaging of the product is not an absolutely mandatory condition for exercising the right of withdrawal.
10.8.
The absence of an original packaging in itself does not result in a withdrawal of acceptance of the returned goods.
10.9.
The absence or damage to the packaging may be taken into account only when it has caused an actual and verifiable decrease in the value of the product.
11. Information that is recommended to be placed in the consignment
11.1.
For faster identification, it is recommended that information containing:
1) name and last name of the Client;
2) order number;
3) a unique number of the application for withdrawal where available;
4) name and quantity of returned products;
5) e-mail address;
6) telephone contact;
7) a brief explanation of whether the return is due to withdrawal or claim.
11.2.
A copy of the withdrawal form, invoice, confirmation of the order or other document may be attached.
11.3.
The absence of a copy of an invoice, receipt or form in the consignment shall not automatically result in a withdrawal where the order can be established by electronic records or otherwise reliable.
11.4.
It is not necessary to place in the consignment:
1) originals of personal documents;
2) copies of bank cards;
3) security codes;
4) passwords;
5) other unnecessary sensitive information.
11.5.
Where an IBAN is required to refund after payment is imposed, it should be provided either via the secure electronic form or by e-mail and not by bank card data.
12. Status of returned goods
12.1.
The consumer has the right to open and review the goods to the extent necessary to establish:
1) its nature;
2) its characteristics;
3) its normal functioning;
4) its compliance with what has been ordered.
12.2.
The review should be comparable to the way in which the product could reasonably be examined at a physical outlet.
12.3.
The consumer is solely responsible for reducing the value caused by actions that go beyond the necessary review.
12.4.
For a printed book or printed material, a value reduction may be caused by:
1) long-term use;
2) visible reading which has led to significant wear;
3) bending or tearing of pages;
4) writing, emphasising or drawing;
5) inserting permanent notes or stickers;
6) pollution;
7) wetting;
8) smell of smoke, chemicals or other substances;
9) damage to the cover or binding;
10) missing pages or apps;
11) another action which goes beyond the normal review.
12.5.
Unpacking and careful review of a simple printed book in themselves do not lead to the loss of the right of withdrawal.
12.6.
Returned goods are not automatically rejected merely because they have been opened.
12.7.
Where a reduced value is established, the merchant may reduce the refunded amount by only a reasonable amount corresponding to the actual decrease in value.
12.8.
The reduction does not constitute a penalty fee or penalty.
12.9.
When determining the reduced value, account may be taken of:
1) status upon receipt;
2) the degree of use;
3) the possibility to re-proposal the product;
4) the necessary reasonable reimbursement costs;
5) the value of missing parts;
6) other objective circumstances.
12.10.
Where deduction is offered due to reduced value, the Consumer shall be informed of:
1) the established state;
(2) the basis;
3) the method of calculation;
4) the amount of deduction;
5) the possibility to submit an opinion or an objection.
12.11.
The consumer shall not be liable for reduced value when the merchant has not provided the required information on the right of withdrawal.
13. Completeness of the returned goods
13.1.
Where the goods have been delivered as a set, all physical elements which are part of the refused item should be returned.
13.2.
This may include:
1) the basic product;
2) Annexes;
3) printed materials;
4) separate parts;
5) Instructions;
6) included physical accessories;
7) other elements described as part of the product.
13.3.
A missing element does not automatically result in the loss of the right of withdrawal.
13.4.
Where the missing element results in a proven decrease in value, this may be taken into account at the rate of refund.
13.5.
Where part of the set is digital and already activated, the effects shall be determined according to the rules for the relevant digital element and the consent given by the Consumer.
14. Partial return
14.1.
The consumer can return only one or more items from the order when they can be separated from the others.
14.2.
The application must clearly specify which positions are returned.
14.3.
In the case of partial return, the price of the returned positions shall be refunded, taking into account:
1) the applicable concessions;
2) the package price;
3) the price actually paid;
4) the possible decrease in value;
5) the applicable delivery rules.
14.4.
Where the discount depended on the purchase of a certain quantity or package, the refund shall be calculated in such a way that the Client retains only the discounts for which the remaining purchase continues to correspond.
14.5.
The recalculation of the previous point shall be carried out only where the discount condition has been clearly stated before the contract.
14.6.
In case of partial refusal, the cost of the initial delivery shall be reimbursed only if and in so far as it would be lower if the returned item was not included in the original order.
14.7.
Where the price of the original delivery would remain the same, no separate part of it shall be refund only because of the partial return.
14.8.
When the entire order is returned, the rules for refund the cheapest standard delivery apply.
15. Promotional packages, gifts and bonuses
15.1.
Where the product is purchased as part of a package, the conditions for partial return shall be determined according to:
1) whether individual positions can be distinguished;
(2) whether they have separately declared prices;
3) whether the package has been presented as indivisible;
4) the applicable legislation.
15.2.
Where a free physical gift is provided to a product that is an integral part of the specific promotional offer, the Consumer should also return the gift when giving up the entire offer.
15.3.
If the physical gift is not returned and this results in a real reduction in the value of the returned package, the merchant can only account for its actual value if the terms of the promotion have been clearly indicated in advance.
15.4.
Where a free digital access is provided to a physical book, upon valid return and withdrawal of the book, the Merchant may terminate the bonus access.
15.5.
The free digital bonus shall not have a separate refundable monetary value unless it has been clearly valued as a separate item.
15.6.
Where digital access has been purchased and paid as a separate item, its termination and refund shall be considered separately from the physical commodity.
16. Wrongly sent commodity
16.1.
Where the Client receives a product other than those ordered, he shall notify the Merchant as soon as possible.
16.2.
It is recommended that the notification contains:
1) order number;
2) name of the ordered product;
3) a description of the product obtained;
4) pictures of the product;
5) pictures of the label and packaging;
6) contact details.
16.3.
The merchant performs a check and arranges a free way to return the wrongly sent product.
16.4.
The customer may request:
1) sending the right product;
2) termination of the part of the contract concerned and reimbursement of the amount;
3) another admissible decision by mutual agreement.
16.5.
The customer is not obliged to pay the delivery for the return of a product sent by mistake to the merchant.
16.6.
Sending the right product is done without additional charge unless the Client chooses another additional service.
17. Damaged shipment and transport damage
17.1.
In case of apparent damage to the outer packaging, it is recommended that the customer request from the courier:
1) marking of the failure;
2) drawing up a protocol;
3) provide a copy;
4) possibility for photos;
5) Implementation of the courier procedure for transport damage.
17.2.
Upon receipt, the Customer shall maintain:
1) outer packaging;
2) transport label;
3) inner packaging;
4) the damaged product;
5) the document from the courier;
6) photos.
17.3.
The customer must notify the Merchant as soon as possible so that the case can be checked and the evidence preserved.
17.4.
The lack of protocol from the courier does not automatically take away the mandatory rights of the Consumer.
17.5.
In the event of a reasonably established transport failure, the merchant may propose:
1) replacement;
2) sending a missing or undamaged part;
3) proportionate price reduction;
4) refund of the amount;
5) another legally permissible solution.
17.6.
The necessary return of goods with transport damage is organised at the expense of the merchant.
18. Return on claim
18.1.
Where the goods have a defect or do not comply with the contract, the Client shall submit a claim in accordance with the order described on the page .
18.2.
In the case of a claim, the merchant may request the supply of the goods for:
1) review;
2) verification;
3) repair;
4) replacement;
5) identification of the reason for the non-compliance;
6) another necessary action.
18.3.
Transmission of the goods for inspection does not automatically mean that the claim is recognised or rejected.
18.4.
The verification shall be carried out within reasonable time and without significant inconvenience to the Consumer.
18.5.
In the event of a reasonable claim, the costs of:
1) transport;
2) repair;
3) replacement;
4) Work;
5) materials;
6) Compliance
are at the expense of the Merchant within the range prescribed by law.
18.6.
Returns due to a claim must not be sent with due payment unless the merchant has explicitly confirmed otherwise.
18.7.
When the claim is not respected, the Client receives information about the result and the basis.
18.8.
Detailed rights for non-compliance shall be governed by the Return Policy and the applicable legislation.
19. Check the returned goods
19.1.
Upon receipt of the returned consignment, the merchant shall carry out a check which may include:
1) identification of the order;
2) identification of returned positions;
3) verification of quantity;
4) checking assembly;
5) Visual status check;
6) verification for traces of use;
7) check for transport damage;
8) verification of applications and accessories;
9) filming the state for the purpose of proof;
10) comparison with information from the application.
19.2.
The verification shall be carried out without undue delay.
19.3.
The verification cannot be used for an unjustified extension of the legal refund period.
19.4.
Where additional details are needed to identify the order, the merchant shall contact the Client.
19.5.
Where a difference is established between the products requested and the products actually received, the Client shall be informed.
19.6.
When the consignment arrives visually damaged, the merchant may:
1) film the package;
2) mark the condition before the courier;
3) requested a protocol;
4) keep the package;
5) notify the consignor.
19.7.
The receipt of the consignment does not mean an automatic withdrawal of the right to object to its status, content or identification.
20. Refunds
20.1.
In the case of a valid withdrawal right, the merchant shall refund all amounts due without undue delay and no later than 14 calendar days from the date on which he was notified of the Consumer's decision to withdraw from the contract.
20.2.
Upon withdrawal of an entire order, the refund shall include:
1) the price of returned physical goods;
(2) the price of other items refused where refundable;
3) The cost of the cheapest standard method of initial delivery offered by the Merchant.
20.3.
When the Consumer has chosen a more expensive way of first delivery than the cheapest standard delivery, the difference is not restored.
20.4.
The direct cost of sending the goods back upon simple withdrawal shall not be reimbursed unless:
1) The merchant has taken over the cost;
2) The client has not been informed in advance that he is paying it;
3) the return is due to a legitimate claim or failure to comply with the merchant;
4) The law provides otherwise.
20.5.
In the case of physical goods, the merchant may retain the refund until the earlier of the following events occur:
1) receiving the returned goods;
2) Get proof that the Consumer has sent the goods back.
20.6.
The detention shall not apply when the merchant has offered to collect the goods himself.
20.7.
Where the goods are received or proof of dispatch is provided, the merchant may not unduly delay the refund.
20.8.
The reimbursement shall be made by the same means of payment used in the initial transaction, unless the Consumer expressly agrees with another way that does not result in costs for it.
20.9. Payment by bank card
When payment by bank card via myPOS the amount shall be refunded to the card or payment instrument used in the initial transaction.
20.10.
The amount paid by bank card shall not be refund in cash, except where it is permissible by the law and the rules of the paying operator.
20.11.
After ordering the refund, the account reporting period may depend on the servicing bank, card scheme or payment operator.
20.12.
The additional technical term of the bank does not alter the merchant's obligation to order the refund within the legal period.
20.13. Bank transfer
In case of bank payment, the amount shall be returned to the bank account from which it was received, unless the Client expressly agrees with another free way for it.
20.14.
Where the payment is received from a third party's account, an additional verification may be carried out to prevent error or fraud.
20.15. cash on delivery
In the case of payment by means of payment or postal payment, the refund shall be made by means of an appropriate traceable payment method.
20.16.
When the amount will be refunded to a bank account, the Consumer must explicitly agree and provide the necessary IBAN.
20.17.
The provision of IBAN should not result in consumer spending.
20.18.
No bank card number, security code or e-banking password required.
20.19.
In the case of a partial refund, the amount due for the returned items determined according to the price actually paid shall be refund.
20.20.
Where a reasonable value reduction is established, the corresponding amount may be deducted from refund after notification to the Consumer.
20.21.
Where the parties do not agree on deduction, the Consumer may present an objection, lodge a complaint with a competent authority or seek judicial protection.
21. Digital content and digital services
21.1.
Electronic book, download file, recorded course, paid platform access or other digital service do not return physically via courier.
21.2.
Upon application for withdrawal or termination of a digital product, the merchant shall process the application according to:
1) the type of digital product;
2) the moment of activation;
3) the explicit consents given;
4) the degree of execution;
5) the applicable legal exceptions.
21.3.
After a valid withdrawal, the Consumer must cease:
1) the use of digital content;
(2) the use of the digital service;
3) making them available to third parties;
4) the distribution of downloaded materials.
21.4.
The merchant may:
1) disable the profile or the relevant plan;
2) terminate access to a module;
3) make the link download inactive;
4) cancel the registration for training;
5) take another necessary technical measure.
21.5.
Where the digital content is provided on a material medium, the return rules and specific provisions for digital content may apply to the physical medium.
21.6.
The detailed conditions for the withdrawal of digital content, digital services and trainings are published on the page .
22. Mixed orders
22.1.
Where the order contains a physical commodity and a digital element, the return of the physical commodity does not automatically mean that all other positions are returned or terminated.
22.2.
The effects shall be determined separately for:
1) the physical commodity;
2) the digital content;
3) platform access;
4) subscription;
5) training;
6) The other service.
22.3.
The consumer must indicate whether he wishes to give up:
1) of the whole order;
2) only from the physical commodity;
3) of a particular digital element;
4) of training;
5) of another separate item.
22.4.
Where the physical commodity and the digital bonus are part of an indivisible offer, the valid withdrawal from the basic physical commodity may result in the termination of bonus access.
22.5.
Where the digital position has a stand-alone price, its refund shall be examined separately according to the applicable rules.
23. Refused, unclaimed and returned by courier shipments
23.1.
The non-receiving or non-requesting of a consignment by a courier does not automatically constitute an unambiguous application for withdrawal of the contract.
23.2.
In order to exercise its right of withdrawal, the Consumer should send a clear application in accordance with the order described on the page .
23.3.
When the consignment is returned to the merchant due to:
1) non-search;
2) non-compliance;
3) incorrect address;
4) incorrect phone;
5) withdrawal of receipt;
6) another reason,
The merchant can contact the Client to specify his intention.
23.4.
The customer may request:
1) re-send;
2) cancellation of the order;
3) processing the application as a withdrawal where the legal conditions are met.
23.5.
Re-send shall be made after confirmation by the Client.
23.6.
The actual costs of re-delivery may be borne by the Client where the need for it is caused by a circumstance to which it is responsible.
23.7.
No automatic penalty fee shall be charged for an outstanding consignment.
23.8.
In the case of a prepaid contract, the refund shall be made according to the actual circumstances, the application submitted and the applicable legislation.
24. Replacement product
24.1.
The Law does not oblige the Merchant to perform a voluntary replacement of a fully relevant commodity just because the Customer prefers another product.
24.2.
Where the Consumer is within the withdrawal period, he may:
1) return the original commodity in accordance with the withdrawal order;
2) to make a separate new order for the desired product.
24.3.
By mutual written consent, the merchant may arrange a direct replacement.
24.4.
In the case of direct replacement, specify in advance:
1) the replacement product;
2) the possible price difference;
3) transport costs;
4) the implementation period;
5) the method of payment or refund of the difference.
24.5.
The rules for bringing the goods into conformity shall apply in case of replacement due to reasonable claim.
25. Unsolicited goods
25.1.
When the Consumer receives a commodity which he has not ordered and for which he has not entered into a contract, he is not obliged to pay for that commodity.
25.2.
The lack of response from the Consumer is not considered a purchase consent.
25.3.
The consumer may notify the merchant in order to verify the case and to arrange, where necessary, the receipt of the goods.
25.4.
This section shall not apply when it comes to an obvious error in the execution of a real order processed in accordance with the order of an improperly sent commodity.
26. Personal data on return
26.1.
For the processing of return may be processed:
1) name and surname;
2) e-mail address;
3) telephone;
4) address for correspondence;
5) number and content of the order;
6) application number;
7) information on returned products;
8) bill of lading and tracking number;
9) photos;
10) payment information;
11) IBAN where necessary for refund;
12) the content of correspondence;
13) information on the outcome of the verification;
14) data on refund carried out.
26.2.
The data shall be processed for:
1) identification of the order;
2) enforcement of legal obligations;
3) acceptance and verification of returned goods;
4) refund of amounts;
5) accounting;
6) prevention of fraud;
7) establishment, exercise or defence of legal claims.
26.3.
Data may be provided to:
1) courier and postal operators;
2) myPOS;
3) banks and payment providers;
4) accounting and legal consultants;
5) competent state authorities;
6) other recipients where necessary and lawful.
26.4.
Detailed information is published in the Privacy Policy.
27. Contacts and assistance
27.1.
In the case of return questions, the Customer may contact:
LEAN BULGARIA OOD
Email: office@lean.bg
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
27.2.
For faster processing, it is recommended that the message contains:
1) order number;
2) name of the Client;
3) name of the product;
4) reason for the return;
5) a bill of lading number when the product has already been sent;
6) photographs where there is a failure or discrepancy.
27.3.
The merchant shall not require prior authorisation as a condition for the validity of a timely withdrawal right.
27.4.
The electronic form is made available to facilitate and traceability, not to limit other eligible means of notification.
28. Entry into force
28.1.
This Return Policy shall enter into force from the date specified in the field in force of the Return Policy.
28.2.
For the specific contract, the version which was available to the Client prior to the conclusion of the contract and was provided on a durable medium shall apply.
28.3.
Changes in the current policy do not affect rights already acquired.
28.4.
Where applicable legislation confers a more favourable right on the Consumer, legal law shall apply irrespective of the content of the current policy.
1. Object and scope
1.1.
This Return Policy governs the conditions and practical procedure for the return of physical goods purchased through Lean Champions Store and Lean Champions Platform.
1.2.
The policy shall apply to:
1) return of physical goods after the exercise of the right of withdrawal from a distance contract;
2) partial return of one or more items from an order;
3) return of wrongly sent goods;
4) return of goods damaged on delivery;
5) return of goods for which a claim has been made;
6) return of a physical part of a mixed order;
7) return of a physical product to which a digital bonus has been included;
8) other cases in which the merchant has expressly agreed to return.
1.3.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) The withdrawal form;
4) Delivery and payment policy;
5) The complaint policy;
6) the information on the specific product page;
7) the confirmation of the specific order;
8) the applicable legislation.
1.4.
This policy does not restrict the mandatory rights of the Consumer.
1.5.
Where a specific product or service has special return conditions, these conditions shall apply only if they have been clearly provided to the Client before the order is made and do not restrict the Consumer's right to be required.
2. Trader data
2.1.
Merchant and recipient of returned physical goods is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: office@lean.bg
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Difference between withdrawal, return and claim
3.1.
The right of withdrawal allows the Consumer to terminate a distance contract within the applicable 14-day period without the need for the physical commodity to have a defect and without having to specify a reason.
3.2.
Return is the actual dispatch or transfer of the physical goods back to the merchant after an exercise of withdrawal, upon due claim or on another agreed basis.
3.3.
The A complaint refers to a statement of:
1) defect;
2) damage;
3) improperly sent goods;
4) missing part;
5) non-compliance with the description;
6) lack of agreed quality or characteristic;
7) another failure to comply with the contract.
3.4.
In case of failure without defect, the direct cost of sending back as a rule is paid by the Consumer.
3.5.
In case of a valid claim, wrongly sent goods or other non-compliance for which the merchant is responsible, the necessary costs for returning and bringing the goods into conformity shall be borne by the merchant.
3.6.
The client is not obliged to determine the legal qualification of his request. The merchant examines it according to its actual content.
3.7.
An application, designated as "entry', may be treated as a right of withdrawal, claim or other request under those circumstances.
4. Who can return goods in the exercise of the right of withdrawal
4.1.
The legal right of return after withdrawal of a distance contract shall be granted to a natural person acting as a Consumer.
4.2.
A consumer is a natural person who acquires the goods for purposes outside his business, business, craft or professional activity.
4.3.
Legal person, sole trader or natural person who makes the purchase for professional or business purposes does not automatically have a 14-day right of withdrawal.
4.4.
A business client can only return goods without a defect when:
1) such an option is explicitly indicated in the specific offer;
2) is agreed in an individual contract;
3) has been confirmed in writing by the merchant;
4) is applicable another binding legal provision.
4.5.
The right of a business client to claim non-compliance is determined by the applicable contract and legislation and is different from the consumer's right of withdrawal.
5. Actions prior to shipment of the goods
5.1.
Before returning the physical commodity due to withdrawal, the Consumer must notify the Merchant of his decision to withdraw from the contract.
5.2.
The notification may be made by:
1) the electronic form for withdrawal of the Platform;
(2) the standard withdrawal form;
3) e-mail to office@lean.bg;
4) a written application sent by post or courier;
5) another unambiguous written statement.
5.3.
The use of the electronic or standard form is not mandatory.
5.4.
The consumer is not obliged to state the reason for the withdrawal.
5.5.
It is recommended that the notification contains:
1) name and surname;
2) order number where known;
(3) e-mail address;
4) contact phone;
5) name and quantity of returned goods;
6) information whether the entire order is returned or only part thereof;
7) date of receipt of the goods;
8) a clear application for withdrawal of the contract.
5.6.
The absence of an order number does not render the order invalid when the order can be identified in another reliable way.
5.7.
Upon receiving an electronic application, the merchant shall send a confirmation and a unique application number.
5.8.
The unique number facilitates traceability, but is not a condition for the validity of the right of withdrawal.
5.9.
The consumer is not obliged to wait for prior approval to send the goods when he has already notified the merchant and complies with the applicable deadlines.
5.10.
The merchant may send practical instructions for packaging, addressing and identification of the consignment, but these instructions shall not prevent or unduly delay the return.
5.11.
Sending the goods back without a clear application for withdrawal is not always enough to clearly establish the intention of the Consumer.
5.12.
To avoid doubt, the Consumer should send the written application for withdrawal separately or apply it to the consignment.
6. Return deadline
6.1.
After notifying the Merchant of his decision to withdraw from the contract, the Consumer must send or transmit the physical goods back:
1) without undue delay;
(2) no later than 14 calendar days from the date of notification.
6.2.
The time limit shall be deemed to be respected when the goods have been sent or transmitted before the expiry of the 14-day period.
6.3.
The date of dispatch may be demonstrated by:
1) bill of lading;
2) a postal receipt;
3) electronic confirmation by the courier;
4) tracking number;
5) surrender protocol;
6) another reliable document.
6.4.
The consumer should keep the proof of dispatch until the final completion of the procedure.
6.5.
Where the goods are not sent within the applicable time limit, the merchant shall examine the circumstances and applicable legislation before taking a decision on acceptance and refund.
6.6.
A delay caused only by the courier after the delivery of the consignment in due time does not automatically mean that the Consumer has missed the deadline.
7. Return address
7.1.
The physical goods shall be sent to the following address:
Recipient: LEAN BULGARIA OOD
Address for return: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Tel.: +359 896 060 911
Email for notification: office@lean.bg
7.2.
The package should be addressed to LEAN BULGARIA OOD, not to myPOS, Econt, the author of the product, the trainer or other supplier.
7.3.
Sending to a different address only takes place if the merchant has provided an explicit written indication of the specific order.
7.4.
When the Client uses a courier office, the consignment must not be directed to a randomly selected office without prior written confirmation from the Merchant.
7.5.
The merchant shall not be liable for delay or loss caused by dispatch to an incorrect consignee or address which has not been identified or confirmed by him.
8. Choice of courier and way of sending
8.1.
The consumer may use an Econt or any other authorised postal or courier operator of his choice.
8.2.
The returned goods are not necessarily sent through the same courier who made the original delivery.
8.3.
It is recommended to use a service that provides:
1) tracking number;
(2) proof of dispatch;
3) proof of delivery;
4) possibility to establish the condition of the consignment in case of failure.
8.4.
The consumer should keep the bill of lading and tracking numbers.
8.5.
Upon request Consumer can send the tracking number to office@lean.bg.
8.6.
The consignment must not be sent with a cash on delivery.
8.7.
The refund shall be made separately in accordance with the order set out in this policy and not by means of cash on delivery on the returned goods.
8.8.
A consignment sent by payment or requiring the recipient to pay an amount immediately may not be accepted.
8.9.
A consignment sent on behalf of the consignee without prior written consent may not be accepted when the return cost is at the expense of the Consumer.
8.10.
The previous rules shall not apply in the same way to a reasonable claim where the merchant has previously provided a bill of lading, courier application or any other way of returning to his account.
9. Return costs
9.1.
Upon return of physical goods after exercising the right of withdrawal the direct cost of sending back is at the expense of the Consumer.
9.2.
The direct cost may include the usual cost of the courier or postal service for sending the goods to the return address.
9.3.
The consumer does not owe an administrative fee, a fee to process the withdrawal or penalty only because he exercises his right of withdrawal.
9.4.
In case of a valid claim, wrongly sent goods or other non-compliance for which the merchant is responsible, the necessary return costs shall be borne by the merchant.
9.5.
In such a case, the merchant may:
1) to send a ready bill of lading;
2) to organise an address collection;
3) indicate a courier account;
4) restore reasonable proven return costs;
5) to offer another free consumer way.
9.6.
Before sending at its own expense a commodity claiming to be non-compliant, the Consumer may contact the Merchant to receive a free return.
9.7.
The prior connection facilitates the organisation, but cannot be used to refuse to accept a timely claim.
9.8.
If in the future a commodity is offered which cannot, by its nature, be returned in the usual manner by a postal or courier operator, the estimated direct return cost shall be indicated before the order.
10. Preparation and packaging of the goods
10.1.
The goods must be packed in a way that protects it from:
1) bending;
2) rupture;
3) wetting;
4) pollution;
5) impact;
6) pressing;
7) loss of parts;
8) another failure during transport.
10.2.
For books and other printed materials the use of:
1) hard cardboard envelope;
2) suitable box;
3) protective liner against moisture;
4) filling material when there is free space;
5) other packaging that prevents movement and bending.
10.3.
When returning several products, they must be arranged and secured so as not to damage each other.
10.4.
The outer packaging should be securely closed.
10.5.
Loaders, duct tape, labels or other materials should not be glued directly to the product itself when this can damage it.
10.6.
The original transport pack may be re-used where appropriate.
10.7.
The original packaging of the product is not an absolutely mandatory condition for exercising the right of withdrawal.
10.8.
The absence of an original packaging in itself does not result in a withdrawal of acceptance of the returned goods.
10.9.
The absence or damage to the packaging may be taken into account only when it has caused an actual and verifiable decrease in the value of the product.
11. Information that is recommended to be placed in the consignment
11.1.
For faster identification, it is recommended that information containing:
1) name and last name of the Client;
2) order number;
3) a unique number of the application for withdrawal where available;
4) name and quantity of returned products;
5) e-mail address;
6) telephone contact;
7) a brief explanation of whether the return is due to withdrawal or claim.
11.2.
A copy of the withdrawal form, invoice, confirmation of the order or other document may be attached.
11.3.
The absence of a copy of an invoice, receipt or form in the consignment shall not automatically result in a withdrawal where the order can be established by electronic records or otherwise reliable.
11.4.
It is not necessary to place in the consignment:
1) originals of personal documents;
2) copies of bank cards;
3) security codes;
4) passwords;
5) other unnecessary sensitive information.
11.5.
Where an IBAN is required to refund after payment is imposed, it should be provided either via the secure electronic form or by e-mail and not by bank card data.
12. Status of returned goods
12.1.
The consumer has the right to open and review the goods to the extent necessary to establish:
1) its nature;
2) its characteristics;
3) its normal functioning;
4) its compliance with what has been ordered.
12.2.
The review should be comparable to the way in which the product could reasonably be examined at a physical outlet.
12.3.
The consumer is solely responsible for reducing the value caused by actions that go beyond the necessary review.
12.4.
For a printed book or printed material, a value reduction may be caused by:
1) long-term use;
2) visible reading which has led to significant wear;
3) bending or tearing of pages;
4) writing, emphasising or drawing;
5) inserting permanent notes or stickers;
6) pollution;
7) wetting;
8) smell of smoke, chemicals or other substances;
9) damage to the cover or binding;
10) missing pages or apps;
11) another action which goes beyond the normal review.
12.5.
Unpacking and careful review of a simple printed book in themselves do not lead to the loss of the right of withdrawal.
12.6.
Returned goods are not automatically rejected merely because they have been opened.
12.7.
Where a reduced value is established, the merchant may reduce the refunded amount by only a reasonable amount corresponding to the actual decrease in value.
12.8.
The reduction does not constitute a penalty fee or penalty.
12.9.
When determining the reduced value, account may be taken of:
1) status upon receipt;
2) the degree of use;
3) the possibility to re-proposal the product;
4) the necessary reasonable reimbursement costs;
5) the value of missing parts;
6) other objective circumstances.
12.10.
Where deduction is offered due to reduced value, the Consumer shall be informed of:
1) the established state;
(2) the basis;
3) the method of calculation;
4) the amount of deduction;
5) the possibility to submit an opinion or an objection.
12.11.
The consumer shall not be liable for reduced value when the merchant has not provided the required information on the right of withdrawal.
13. Completeness of the returned goods
13.1.
Where the goods have been delivered as a set, all physical elements which are part of the refused item should be returned.
13.2.
This may include:
1) the basic product;
2) Annexes;
3) printed materials;
4) separate parts;
5) Instructions;
6) included physical accessories;
7) other elements described as part of the product.
13.3.
A missing element does not automatically result in the loss of the right of withdrawal.
13.4.
Where the missing element results in a proven decrease in value, this may be taken into account at the rate of refund.
13.5.
Where part of the set is digital and already activated, the effects shall be determined according to the rules for the relevant digital element and the consent given by the Consumer.
14. Partial return
14.1.
The consumer can return only one or more items from the order when they can be separated from the others.
14.2.
The application must clearly specify which positions are returned.
14.3.
In the case of partial return, the price of the returned positions shall be refunded, taking into account:
1) the applicable concessions;
2) the package price;
3) the price actually paid;
4) the possible decrease in value;
5) the applicable delivery rules.
14.4.
Where the discount depended on the purchase of a certain quantity or package, the refund shall be calculated in such a way that the Client retains only the discounts for which the remaining purchase continues to correspond.
14.5.
The recalculation of the previous point shall be carried out only where the discount condition has been clearly stated before the contract.
14.6.
In case of partial refusal, the cost of the initial delivery shall be reimbursed only if and in so far as it would be lower if the returned item was not included in the original order.
14.7.
Where the price of the original delivery would remain the same, no separate part of it shall be refund only because of the partial return.
14.8.
When the entire order is returned, the rules for refund the cheapest standard delivery apply.
15. Promotional packages, gifts and bonuses
15.1.
Where the product is purchased as part of a package, the conditions for partial return shall be determined according to:
1) whether individual positions can be distinguished;
(2) whether they have separately declared prices;
3) whether the package has been presented as indivisible;
4) the applicable legislation.
15.2.
Where a free physical gift is provided to a product that is an integral part of the specific promotional offer, the Consumer should also return the gift when giving up the entire offer.
15.3.
If the physical gift is not returned and this results in a real reduction in the value of the returned package, the merchant can only account for its actual value if the terms of the promotion have been clearly indicated in advance.
15.4.
Where a free digital access is provided to a physical book, upon valid return and withdrawal of the book, the Merchant may terminate the bonus access.
15.5.
The free digital bonus shall not have a separate refundable monetary value unless it has been clearly valued as a separate item.
15.6.
Where digital access has been purchased and paid as a separate item, its termination and refund shall be considered separately from the physical commodity.
16. Wrongly sent commodity
16.1.
Where the Client receives a product other than those ordered, he shall notify the Merchant as soon as possible.
16.2.
It is recommended that the notification contains:
1) order number;
2) name of the ordered product;
3) a description of the product obtained;
4) pictures of the product;
5) pictures of the label and packaging;
6) contact details.
16.3.
The merchant performs a check and arranges a free way to return the wrongly sent product.
16.4.
The customer may request:
1) sending the right product;
2) termination of the part of the contract concerned and reimbursement of the amount;
3) another admissible decision by mutual agreement.
16.5.
The customer is not obliged to pay the delivery for the return of a product sent by mistake to the merchant.
16.6.
Sending the right product is done without additional charge unless the Client chooses another additional service.
17. Damaged shipment and transport damage
17.1.
In case of apparent damage to the outer packaging, it is recommended that the customer request from the courier:
1) marking of the failure;
2) drawing up a protocol;
3) provide a copy;
4) possibility for photos;
5) Implementation of the courier procedure for transport damage.
17.2.
Upon receipt, the Customer shall maintain:
1) outer packaging;
2) transport label;
3) inner packaging;
4) the damaged product;
5) the document from the courier;
6) photos.
17.3.
The customer must notify the Merchant as soon as possible so that the case can be checked and the evidence preserved.
17.4.
The lack of protocol from the courier does not automatically take away the mandatory rights of the Consumer.
17.5.
In the event of a reasonably established transport failure, the merchant may propose:
1) replacement;
2) sending a missing or undamaged part;
3) proportionate price reduction;
4) refund of the amount;
5) another legally permissible solution.
17.6.
The necessary return of goods with transport damage is organised at the expense of the merchant.
18. Return on claim
18.1.
Where the goods have a defect or do not comply with the contract, the Client shall submit a claim in accordance with the order described on the page .
18.2.
In the case of a claim, the merchant may request the supply of the goods for:
1) review;
2) verification;
3) repair;
4) replacement;
5) identification of the reason for the non-compliance;
6) another necessary action.
18.3.
Transmission of the goods for inspection does not automatically mean that the claim is recognised or rejected.
18.4.
The verification shall be carried out within reasonable time and without significant inconvenience to the Consumer.
18.5.
In the event of a reasonable claim, the costs of:
1) transport;
2) repair;
3) replacement;
4) Work;
5) materials;
6) Compliance
are at the expense of the Merchant within the range prescribed by law.
18.6.
Returns due to a claim must not be sent with due payment unless the merchant has explicitly confirmed otherwise.
18.7.
When the claim is not respected, the Client receives information about the result and the basis.
18.8.
Detailed rights for non-compliance shall be governed by the Return Policy and the applicable legislation.
19. Check the returned goods
19.1.
Upon receipt of the returned consignment, the merchant shall carry out a check which may include:
1) identification of the order;
2) identification of returned positions;
3) verification of quantity;
4) checking assembly;
5) Visual status check;
6) verification for traces of use;
7) check for transport damage;
8) verification of applications and accessories;
9) filming the state for the purpose of proof;
10) comparison with information from the application.
19.2.
The verification shall be carried out without undue delay.
19.3.
The verification cannot be used for an unjustified extension of the legal refund period.
19.4.
Where additional details are needed to identify the order, the merchant shall contact the Client.
19.5.
Where a difference is established between the products requested and the products actually received, the Client shall be informed.
19.6.
When the consignment arrives visually damaged, the merchant may:
1) film the package;
2) mark the condition before the courier;
3) requested a protocol;
4) keep the package;
5) notify the consignor.
19.7.
The receipt of the consignment does not mean an automatic withdrawal of the right to object to its status, content or identification.
20. Refunds
20.1.
In the case of a valid withdrawal right, the merchant shall refund all amounts due without undue delay and no later than 14 calendar days from the date on which he was notified of the Consumer's decision to withdraw from the contract.
20.2.
Upon withdrawal of an entire order, the refund shall include:
1) the price of returned physical goods;
(2) the price of other items refused where refundable;
3) The cost of the cheapest standard method of initial delivery offered by the Merchant.
20.3.
When the Consumer has chosen a more expensive way of first delivery than the cheapest standard delivery, the difference is not restored.
20.4.
The direct cost of sending the goods back upon simple withdrawal shall not be reimbursed unless:
1) The merchant has taken over the cost;
2) The client has not been informed in advance that he is paying it;
3) the return is due to a legitimate claim or failure to comply with the merchant;
4) The law provides otherwise.
20.5.
In the case of physical goods, the merchant may retain the refund until the earlier of the following events occur:
1) receiving the returned goods;
2) Get proof that the Consumer has sent the goods back.
20.6.
The detention shall not apply when the merchant has offered to collect the goods himself.
20.7.
Where the goods are received or proof of dispatch is provided, the merchant may not unduly delay the refund.
20.8.
The reimbursement shall be made by the same means of payment used in the initial transaction, unless the Consumer expressly agrees with another way that does not result in costs for it.
20.9. Payment by bank card
When payment by bank card via myPOS the amount shall be refunded to the card or payment instrument used in the initial transaction.
20.10.
The amount paid by bank card shall not be refund in cash, except where it is permissible by the law and the rules of the paying operator.
20.11.
After ordering the refund, the account reporting period may depend on the servicing bank, card scheme or payment operator.
20.12.
The additional technical term of the bank does not alter the merchant's obligation to order the refund within the legal period.
20.13. Bank transfer
In case of bank payment, the amount shall be returned to the bank account from which it was received, unless the Client expressly agrees with another free way for it.
20.14.
Where the payment is received from a third party's account, an additional verification may be carried out to prevent error or fraud.
20.15. cash on delivery
In the case of payment by means of payment or postal payment, the refund shall be made by means of an appropriate traceable payment method.
20.16.
When the amount will be refunded to a bank account, the Consumer must explicitly agree and provide the necessary IBAN.
20.17.
The provision of IBAN should not result in consumer spending.
20.18.
No bank card number, security code or e-banking password required.
20.19.
In the case of a partial refund, the amount due for the returned items determined according to the price actually paid shall be refund.
20.20.
Where a reasonable value reduction is established, the corresponding amount may be deducted from refund after notification to the Consumer.
20.21.
Where the parties do not agree on deduction, the Consumer may present an objection, lodge a complaint with a competent authority or seek judicial protection.
21. Digital content and digital services
21.1.
Electronic book, download file, recorded course, paid platform access or other digital service do not return physically via courier.
21.2.
Upon application for withdrawal or termination of a digital product, the merchant shall process the application according to:
1) the type of digital product;
2) the moment of activation;
3) the explicit consents given;
4) the degree of execution;
5) the applicable legal exceptions.
21.3.
After a valid withdrawal, the Consumer must cease:
1) the use of digital content;
(2) the use of the digital service;
3) making them available to third parties;
4) the distribution of downloaded materials.
21.4.
The merchant may:
1) disable the profile or the relevant plan;
2) terminate access to a module;
3) make the link download inactive;
4) cancel the registration for training;
5) take another necessary technical measure.
21.5.
Where the digital content is provided on a material medium, the return rules and specific provisions for digital content may apply to the physical medium.
21.6.
The detailed conditions for the withdrawal of digital content, digital services and trainings are published on the page .
22. Mixed orders
22.1.
Where the order contains a physical commodity and a digital element, the return of the physical commodity does not automatically mean that all other positions are returned or terminated.
22.2.
The effects shall be determined separately for:
1) the physical commodity;
2) the digital content;
3) platform access;
4) subscription;
5) training;
6) The other service.
22.3.
The consumer must indicate whether he wishes to give up:
1) of the whole order;
2) only from the physical commodity;
3) of a particular digital element;
4) of training;
5) of another separate item.
22.4.
Where the physical commodity and the digital bonus are part of an indivisible offer, the valid withdrawal from the basic physical commodity may result in the termination of bonus access.
22.5.
Where the digital position has a stand-alone price, its refund shall be examined separately according to the applicable rules.
23. Refused, unclaimed and returned by courier shipments
23.1.
The non-receiving or non-requesting of a consignment by a courier does not automatically constitute an unambiguous application for withdrawal of the contract.
23.2.
In order to exercise its right of withdrawal, the Consumer should send a clear application in accordance with the order described on the page .
23.3.
When the consignment is returned to the merchant due to:
1) non-search;
2) non-compliance;
3) incorrect address;
4) incorrect phone;
5) withdrawal of receipt;
6) another reason,
The merchant can contact the Client to specify his intention.
23.4.
The customer may request:
1) re-send;
2) cancellation of the order;
3) processing the application as a withdrawal where the legal conditions are met.
23.5.
Re-send shall be made after confirmation by the Client.
23.6.
The actual costs of re-delivery may be borne by the Client where the need for it is caused by a circumstance to which it is responsible.
23.7.
No automatic penalty fee shall be charged for an outstanding consignment.
23.8.
In the case of a prepaid contract, the refund shall be made according to the actual circumstances, the application submitted and the applicable legislation.
24. Replacement product
24.1.
The Law does not oblige the Merchant to perform a voluntary replacement of a fully relevant commodity just because the Customer prefers another product.
24.2.
Where the Consumer is within the withdrawal period, he may:
1) return the original commodity in accordance with the withdrawal order;
2) to make a separate new order for the desired product.
24.3.
By mutual written consent, the merchant may arrange a direct replacement.
24.4.
In the case of direct replacement, specify in advance:
1) the replacement product;
2) the possible price difference;
3) transport costs;
4) the implementation period;
5) the method of payment or refund of the difference.
24.5.
The rules for bringing the goods into conformity shall apply in case of replacement due to reasonable claim.
25. Unsolicited goods
25.1.
When the Consumer receives a commodity which he has not ordered and for which he has not entered into a contract, he is not obliged to pay for that commodity.
25.2.
The lack of response from the Consumer is not considered a purchase consent.
25.3.
The consumer may notify the merchant in order to verify the case and to arrange, where necessary, the receipt of the goods.
25.4.
This section shall not apply when it comes to an obvious error in the execution of a real order processed in accordance with the order of an improperly sent commodity.
26. Personal data on return
26.1.
For the processing of return may be processed:
1) name and surname;
2) e-mail address;
3) telephone;
4) address for correspondence;
5) number and content of the order;
6) application number;
7) information on returned products;
8) bill of lading and tracking number;
9) photos;
10) payment information;
11) IBAN where necessary for refund;
12) the content of correspondence;
13) information on the outcome of the verification;
14) data on refund carried out.
26.2.
The data shall be processed for:
1) identification of the order;
2) enforcement of legal obligations;
3) acceptance and verification of returned goods;
4) refund of amounts;
5) accounting;
6) prevention of fraud;
7) establishment, exercise or defence of legal claims.
26.3.
Data may be provided to:
1) courier and postal operators;
2) myPOS;
3) banks and payment providers;
4) accounting and legal consultants;
5) competent state authorities;
6) other recipients where necessary and lawful.
26.4.
Detailed information is published in the Privacy Policy.
27. Contacts and assistance
27.1.
In the case of return questions, the Customer may contact:
LEAN BULGARIA OOD
Email: office@lean.bg
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
27.2.
For faster processing, it is recommended that the message contains:
1) order number;
2) name of the Client;
3) name of the product;
4) reason for the return;
5) a bill of lading number when the product has already been sent;
6) photographs where there is a failure or discrepancy.
27.3.
The merchant shall not require prior authorisation as a condition for the validity of a timely withdrawal right.
27.4.
The electronic form is made available to facilitate and traceability, not to limit other eligible means of notification.
28. Entry into force
28.1.
This Return Policy shall enter into force from the date specified in the field in force of the Return Policy.
28.2.
For the specific contract, the version which was available to the Client prior to the conclusion of the contract and was provided on a durable medium shall apply.
28.3.
Changes in the current policy do not affect rights already acquired.
28.4.
Where applicable legislation confers a more favourable right on the Consumer, legal law shall apply irrespective of the content of the current policy.
Electronic application
Send the request online and get automatic confirmation, unique number and copy of the sent information.