Aynhaus – Delivery, Returns & Complaints Policy

I DELIVERY AND ACCEPTANCE OF GOODS

  1. We deliver the goods purchased in the Store to the address specified by you in the order on the territory of Bulgaria and Europe.
  2. The approximate time of delivery of the Goods by courier is between 3 and 5 working days from the day following receipt of the message under point 7 of Section III (“Confirmation of order and execution”) of the shipment for Bulgaria and between 7 and 15 working days from the day following receipt of the message under point 7 of Section III (“Confirmation of order and execution”) of the shipment for Europe. Delivery of your order may be delayed during periods of increased volume of purchases in the Store, e.g. during holiday periods. However, we make every effort to have your purchases reach you no later than 15 working days after you receive the Order Fulfillment and Dispatch Confirmation. The maximum term for order fulfillment cannot exceed 30 days. If you choose to pay online, we may delay the fulfillment of your order until we have posted the price paid for the Goods.
  3. We will deliver the Goods to you as follows:
    1. with a courier service at the address indicated by you on the territory of Bulgaria or Europe
    2. at the selected receiving point (e.g. receiving point of the courier service, of other Aynhaus partners) – according to the options provided by Aynhaus.

II RETURN OF GOODS – WITHDRAWAL OF THE SALE CONTRACT

1. If you acquire the Goods as a consumer, you have the right to withdraw from the concluded sales contract without stating the reasons, according to the rules set out below. You do not have the right to withdraw from the contract concluded at a distance regarding contracts:

  1. for the sale of sealed goods which are not suitable for return for health or hygiene reasons and whose packaging has been opened after delivery;
  2. for the sale of sealed sound recordings or sealed video recordings, or sealed computer software, the packaging of which has been opened after delivery;
  3. for the sale of newspapers, periodicals or magazines with the exception of subscription contracts.
  1. You can cancel the contract for the sale of the Goods in the Store within 30 days after receiving the Goods.
  2. You can exercise your right of withdrawal from the contract in the following way:
  1. notify us of your decision to withdraw from the contract by e-mail to the address: support@aynhaus.com or in writing to the address of the Store;
  2. the period for withdrawal from the contract will be met if, before its expiry, you send the letter by post or send us an electronic message with an application for withdrawal, after which you will receive instructions on how to return the goods.

4. If you withdraw from the contract for the sale of Goods:

  1. you will be obliged to cover the costs of sending the Goods to which the refusal relates.
  2. we will return the funds received by you immediately, but no later than 14 days after we receive your declaration of refusal.
  3. we will refund you using the same method you used to pay, unless you agree to a refund using other means.

III COMPLAINTS 

  1. The Store sells exclusively new and original Goods. If you believe that the Goods purchased by you do not comply with the contract, you may file a complaint in accordance with the relevant provisions of the law and the provisions contained in the General Terms and Conditions.
  2. You can make a complaint by sending us an email to support@aynhaus.com regarding the advertised Product with a written description of the defect and accompanying photos that clearly demonstrate the defect, after which you will receive information from us on the next steps regarding consideration of your complaint within 14 days after receiving a notification about the Product advertised by you.
  3. Pursuant to the relevant provisions of the law, in the event that the Goods were purchased by you on or after January 1, 2022, by submitting the complaint you acquire the right to request that the Goods be brought into conformity with the contract by replacement or repair.

If the way you have chosen to bring the Goods into compliance with the contract (replacement/repair) is impossible or requires excessive costs from us, we can replace the Goods – instead of the repair you requested or repair the Goods – instead of the one you requested replacement.

If both repair and replacement are impossible or would require us to incur excessive costs, we may refuse to bring the Goods into conformity with the contract in the manner chosen by you, i.e. by repairing or repairing. Then you have the right to withdraw from the contract or to reduce the price.

You do not have the right to withdraw from the contract if the non-conformity of the contract is not material.

  1. If the complaint is disregarded, we will return the Goods to you together with an opinion on the groundlessness of the complaint.
  2. When accepting the shipment, pay attention to whether it is not damaged. If you find damage to the shipment, ask the carrier or the person issuing the Goods to you at the receiving point to draw up a report on the damage to the shipment.
  3. Out-of-court dispute resolution methods:
  1. If you purchase the Goods as a consumer, you have the right to take advantage of the out-of-court way of handling disputes and seeking claims in the form of an interactive platform ODR (Online Dispute Resolution), according to Regulation (EU) No. 524/2013 of the European Parliament and of The Council of 21 May 2013 on online resolution of consumer disputes and on the amendment of Regulation (EC) No. 2006/2004 and Directive 2009/22/EC, hereinafter “Regulation on ORS for consumers”.
  2. The ODR platform is an interactive tool provided to users by the European Union through which you can file a complaint. Below is a link to the ODR platform: ec.europa.eu/consumers/odr. According to Article 1 of the ODR Regulation for consumers, the purpose of establishing an ODR platform is to provide consumers with a tool facilitating an independent, impartial, transparent, efficient, fast and fair out-of-court online resolution of disputes between consumers and entrepreneurs on the territory of the European Union.
  3. Our contact address for Customers is: support@aynhaus.com

Effective from July 10th, 2024