Terms for replacement, complaint and/or return

According to the Consumer Protection Act, you have the right to withdraw from the distance contract (order) within 14 (fourteen) days from the date of receipt of the goods.

Return procedure:

1. The customer sends the goods s/he wants to return within the aforementioned 14 days.
2. It is an obligatory condition that the returned goods are in perfect commercial condition, unused, clean, without side odours, in the original packaging and with labels.
3. When submitting a request for return, the customer must also enclose the documents on which the claim is based (cash receipt, cash on delivery note or invoice).
4. The client provides a bank account to which the amount of the order will be refunded.
5. All goods are sent to Orthoteh EOOD, Sofia, branch office of Econt – Iskar Station (офис на Еконт – Гара Искър). For additional information you can contact us by phone at 0877 732 309.
6. Shipping fees for all returned goods is at the expense of the customer.
7. The client must notify Orthoteh, by phone or in writing by e-mail as specified in the “Contacts” section, of their requests and intentions.
8. Upon receipt of the goods Orthoteh performs an inspection for compliance with the above conditions. In case the product meets them, within 30 days, Orthoteh transfers the amount paid for the product. If the product has a damaged commercial appearance or there are no accompanying documents, Orthoteh reserves the right not to refund the amount to the customer.
9. Compression socks all models, disposable consumables, products and goods made according to the requirements of the user or by his individual order may not be returned.
10. When ordering more than one item, you cannot refuse part of the shipment to the courier. You can refuse it all.

Every customer who has purchased a product from www.orthoteh-bg.com, which is an inappropriate size (through no fault of our team) can replace it with the correct one within 14 days from the date of receipt.

Goods exchange procedure:

1. The customer sends the goods s/he wants to replace within the aforementioned 14 days.
2. It is an obligatory condition that the returned goods are in perfect commercial condition, unused, clean, without side odours, in the original packaging and with labels.
3. When submitting a request for replacement, the customer must also enclose the documents on which the claim is based (cash receipt, cash on delivery note or invoice).
4. All goods are sent to Orthoteh EOOD, Sofia, branch office of Econt – Iskar Station (офис на Еконт – Гара Искър). For additional information you can contact us by phone at 0877 732 309.
5. Shipping fees for all goods and in both directions is at the expense of the customer.
6. The client must notify Orthoteh, by phone or in writing by e-mail as specified in the “Contacts” section, of their requests and intentions.
7. Upon receipt of the goods Orthoteh performs an inspection for compliance with the above conditions. In case the product meets them, within 1-2 working days, Orthoteh sends the size desired by the customer and informs him/her about it.

• Customers can return purchased goodsto Orthoteh, if a defect has occurred within the legal warranty period (up to two years from the date of purchase).
• In order to file a complaint, the customer must send the product and all accompanying documents (invoice, receipt, etc.) to the following address: Orthoteh EOOD, Sofia, branch office of Econt – Iskar Station (офис на Еконт – Гара Искър). The complaint can be filed at any of the commercial sites of Orthoteh on the territory of the country, where such commercial activity is carried out. The right to choose the place for filing the complaint belongs entirely to the consumer.
• Upon receipt of a complaint, the latter is described in the “Protocol for complaints” and entered in the “Register of complaints” of the branch where it is submitted.
• Orthoteh is obliged within 30 (thirty) days to issue an opinion on whether it accepts the complaint as justified.
• If the complaint is accepted as justified, then Orthoteh must repair or replace the goods within one month. This term starts from the date of filing the complaint.
• Orthoteh is obliged to satisfy a request for cancellation of the contract and to refund the amount paid by the consumer, when a further case of non-compliance of the goods with the contract of sale occurs after satisfying three customer complaints by repairing the same product, within the warranty period (2 years from purchase).
• After the expiration of the legal warranty period (2 years from the purchase), Orthoteh offers repair services at the expense of the consumer.
• Orthoteh does not bear warranty responsibilities for the repaired product.
• When the customer buys a product with a non-standard (custom) size and/or individual requirements, s/he agrees with the terms of a custom order contract (manufacture of a product entirely according to the customer’s desired size), which, under Article 57 item 3 of CPA, are not subject to refusal. Orthoteh reserves the right to offer correction of the product at its production facility at the address: Sofia, 8 Nedelcho Bonchev Str. (гр. София, ул. Неделчо Бончев №8) and/or at the commercial sites, where possible.

The conditions for complaints, replacement and return of Orthoteh Ltd. comply with the requirements of the CPA of the Republic of Bulgaria.