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Delivery terms and returns policy

This page describes the terms for delivery of goods, as well as the rules for withdrawal, returns and refunds for orders placed through the online store kimet.bg.

1. Delivery method

Delivery is carried out by a courier company (e.g. Speedy and/or Econt) to an address or courier office specified by the Customer.

2. Delivery time

  • Orders are usually processed and dispatched within 1–2 business days.
  • The standard delivery time is 1–3 business days after the parcel is handed over to the courier.
  • For remote locations the delivery time may be longer, according to the courier company’s schedule.

3. Delivery cost

  • The delivery cost is calculated according to the courier’s rates and is shown when the order is finalised.
  • Any active free-delivery promotions above a certain order amount are clearly announced on the Website.

4. Delivery to an address or office

  • The Customer may choose delivery to a home/business address or to a courier office.
  • The Seller is not responsible for delays or failed delivery caused by incorrect or incomplete details.

5. Inspection of the parcel

  • We recommend inspecting the parcel for visible damage and discrepancies upon receipt.
  • If the packaging or the goods are visibly damaged, a report should be drawn up with the courier and the Seller should be notified immediately.

6. Unclaimed and refused parcels

If a parcel is not collected or is refused on delivery without a valid reason, the Seller reserves the right:

  • to restrict future cash-on-delivery orders, or
  • to require advance payment by bank transfer or card.

The costs of returning the parcel may be charged to the Customer.

7. Delivery delays

Delays may occur due to:

  • delays on the part of the courier company;
  • public holidays and non-working days;
  • incomplete or incorrect recipient details.

If a delay is suspected, the Customer may contact the Seller to track the status of the parcel.

8. Right of withdrawal from a distance contract (14 days)

Under the Consumer Protection Act, the Customer has the right to withdraw from a distance contract without giving any reason within 14 days of:

  • receipt of the goods by the Customer or a third party;
  • receipt of the last item when several items are ordered in a single order.

9. Conditions for returning goods

  • The goods must be returned in their original packaging and in an unaltered commercial condition.
  • The goods must not show any signs of installation, use, impacts, scratches, etc.
  • All accompanying documents (invoice, warranty card, instructions) must be enclosed.
  • The costs of returning the goods are borne by the Customer, except in cases of a defect or an error on the part of the Seller.

10. Goods not subject to the right of withdrawal

The right of withdrawal does not apply to goods that:

  • are made to order or to the customer’s individual specifications (e.g. special configurations, non-standard sizes, etc.);
  • are damaged due to improper installation or use;
  • have damaged packaging and can no longer be offered as new.

11. Procedure for exercising the right of withdrawal

  1. The Customer notifies the Seller in writing at info@kimet.bg, stating:
    • the order number;
    • name and contact phone number;
    • the product(s) being returned;
    • a bank account (IBAN), if payment was not made by card.
  2. After confirmation by the Seller, the goods are sent back to the specified address.
  3. After inspecting and accepting the goods, the Seller refunds the amount within 14 days.

12. Refunds

  • For card payments, the refund is made to the same card through the payment operator (e.g. myPOS), where technically possible.
  • For cash on delivery or bank transfer, the amount is refunded to a bank account specified by the Customer.
  • The Seller may withhold the refund until the goods have been received or proof of their dispatch has been provided.

13. Defective or non-conforming goods

  • If the goods received show visible damage or do not conform to the order, the Customer should contact the Seller immediately.
  • Photos of the defect and/or a report drawn up with the courier may be requested.
  • In the event of a proven defect or an error by the Seller:
    • the goods are replaced with new ones, or
    • the full amount is refunded, including delivery and return costs.

14. Order cancellation

  • The Customer may cancel the order before the goods are dispatched by contacting the Seller by phone or email.
  • If the goods have already been dispatched, the withdrawal and return procedure applies.

15. Contacts

For questions about delivery, returns and refunds, you can contact us at:
Email: info@kimet.bg
Phone: +359 898 62 72 95