Refund & Return Policy

1. Right of Withdrawal (14 days)

Under Article 50 of the Bulgarian Consumer Protection Act and Directive 2011/83/EU, consumers in the EU have the right to withdraw from a distance contract within 14 calendar days from the day the goods are received, without giving any reason.

To exercise this right, send a clear statement to sales@smartstroy.bg including your order number, full name and the items you wish to return.

2. Return Conditions

• Items must be unused, in original condition and original packaging, with all labels, accessories and documentation.
• Heavy machinery and equipment must show no signs of use, fuel or operation beyond reasonable inspection.
• Personal protective equipment (helmets, boots, trousers) that has been worn for safety hygiene reasons cannot be returned unless defective.
• Custom-ordered or specially configured machines are excluded from the 14-day withdrawal right.

3. How to Return

1. Email sales@smartstroy.bg within 14 days of delivery with your order details.
2. We will reply within 2 business days with a return authorisation and the return address in Sofia.
3. Ship the item back within 14 days of notifying us. Keep the tracking number.

4. Return Shipping Costs

The cost of returning the goods is borne by the customer, unless the item is defective, damaged in transit or incorrectly supplied — in which case SmartStroy covers the full return cost.

5. Refunds

Once the returned goods are received and inspected (within 14 days), we will refund the full purchase price including original standard shipping. Refunds are issued through the original payment method via V-POS. Funds typically appear on your statement within 5–10 business days, depending on your bank.

If the value of returned goods is reduced because of handling beyond what is necessary to establish nature and function, we may deduct that loss from the refund.

Card refunds: If it is necessary to return an amount paid by bank card, it will be refunded to the same card used for the original transaction.

6. Defective or Damaged Items

Inspect your order immediately upon delivery. Report defects, transit damage or missing parts to sales@smartstroy.bg within 48 hours of delivery, with photos. We will arrange free pickup and either replace the item or issue a full refund.

7. Statutory Warranty

All goods sold to consumers carry the statutory 2-year conformity guarantee under Bulgarian and EU law. Manufacturer warranties run in parallel and are described in the documentation included with each product.

8. Order Cancellation

Orders may be cancelled free of charge any time before they are dispatched. Email us as soon as possible — once a machine is in transit, the 14-day withdrawal procedure above applies.

9. Chargebacks & Disputes

Please contact us first at sales@smartstroy.bg before opening a chargeback or payment dispute. We are committed to resolving any issue quickly and fairly.