RETURNS AND EXCHANGES POLICY

This English text is a translation provided for information only. The legally binding version is the Bulgarian one; in the event of any discrepancy, the Bulgarian text prevails.

1. GENERAL PROVISIONS

This policy sets out the terms for returning, exchanging and withdrawing from products purchased from "VELOK 03" EOOD through the website lapora.bg, in accordance with the Bulgarian Consumer Protection Act (CPA) and the Act on the Supply of Digital Content and Digital Services and on the Sale of Goods (ASDCDSSG).

The policy applies to all products offered on lapora.bg, regardless of product category or collection.

2. COMPARISON TABLE — YOUR RIGHTS

It is important to distinguish between the three main rights, as they have different conditions and time limits:

📌 * The costs of a voluntary return are borne by the Consumer only if they were informed of this in advance.

3. RIGHT OF WITHDRAWAL (14 DAYS)

Under Art. 50 CPA, the Consumer has the right to withdraw from the contract without giving any reason within 14 (fourteen) calendar days from the date of physical receipt of the goods.

Important rules:

• The withdrawal notice must be sent BEFORE the 14-day period expires
• The goods may be sent back within 14 days after the notice is sent
• The deadline is met if the notice is sent before it expires
• The notice can also be given using the electronic withdrawal function on lapora.bg, without the need for an email

📌 If the Trader has not provided information about the right of withdrawal, the period is automatically extended by 12 months (Art. 51 CPA).

4. LEGAL GUARANTEE FOR LACK OF CONFORMITY (2 YEARS)

Under Art. 112–115 CPA and the ASDCDSSG, if the goods do not conform with the contract and this becomes apparent within 2 (two) years of delivery, the Consumer has the right to request:

• free repair or replacement within 1 (one) month — all costs, including transport, are borne entirely by the Trader
• a proportionate reduction of the price
• full termination of the contract and a refund of the amount paid

📌 The legal guarantee is mandatory, cannot be limited and is independent of the manufacturer's commercial guarantee.

For goods with digital elements, the Trader provides software updates for at least 2 years from delivery.

5. CONDITIONS FOR A VOLUNTARY RETURN

For a voluntary return under the right of withdrawal (Section 3) to be accepted, the following conditions must be met:

• the product must not have been used beyond what is necessary to establish its nature
• there must be no signs of wear, washing or soiling
• it must be in its original condition with all labels and accessories

The Trader may reduce the amount refunded if the value of the goods has diminished as a result of excessive use. It may not make the goods being fully intact an absolute condition for exercising the right of withdrawal.

📌 For defective goods (legal guarantee), the above conditions do NOT apply.

6. RETURN COSTS

The costs of return depend on the reason for the return:

7. REFUNDS

The Trader must refund all amounts paid, including the costs of standard delivery, no later than 14 days after receiving the withdrawal notice.

The Trader may withhold the refund until it has received the goods or proof that they have been sent — whichever is earlier.

The amount may be reduced proportionately if the value of the goods has diminished as a result of excessive use. The refund is made using the same payment method, unless expressly agreed otherwise.

8. PRODUCT EXCHANGE

There are two types of exchange with different conditions:

A voluntary exchange is made after the returned product has been received and checked.

9. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Under Art. 57 CPA, the right of withdrawal (14 days) does not apply to:

• personalised products made to individual order
• sealed goods which were unsealed after delivery and are not suitable for return for hygiene reasons
• goods which, by their nature, become mixed with other goods after delivery (Art. 57(10) CPA)

📌 In the event of a lack of conformity (defect), the legal guarantee under Art. 112–115 CPA applies regardless of the above exceptions.

10. PROCEDURE FOR A VOLUNTARY RETURN (WITHDRAWAL)

1. 1.Notify the Trader BEFORE the 14-day period expires — using the electronic withdrawal function on lapora.bg, at lapora@abv.bg, using the form in Section 12 or in your own words.
2. 2.State the order number and the reason (optional).
3. 3.Send the product by courier within 14 days of sending the notice.
4. 4.Keep the dispatch receipt as proof.

📌 Parcels sent to the Trader cash on delivery are not accepted.

11. PROCEDURE FOR A COMPLAINT ABOUT A DEFECT / LACK OF CONFORMITY

If a defect or lack of conformity of the goods with the contract is found within the 2-year guarantee:

1. 5.Send a complaint to lapora@abv.bg with a description of the problem and photos/evidence.
2. 6.State: the order number, the date of receipt and the nature of the lack of conformity.
3. 7.The Trader will confirm receipt of the complaint and contact you to clarify the details.
4. 8.If necessary, the Trader will arrange for a courier to collect the product — at its own expense.
5. 9.The repair or replacement is carried out within 1 (one) month. All costs are borne by the Trader.

Time limit for a written response to a complaint:

12. STANDARD WITHDRAWAL FORM

Annex No. 7 to the CPA — complete and send to lapora@abv.bg or use the electronic withdrawal function on lapora.bg

13. CONTACT AND COMPLAINTS

For questions: lapora@abv.bg | tel: +359895231021

Complaints to supervisory authorities:

• Commission for Consumer Protection (CCP): www.kzp.bg | tel: 0700 111 22
• Conciliation committees at the CCP: www.kzp.bg
• Online Dispute Resolution (ODR): https://ec.europa.eu/consumers/odr/

"VELOK 03" EOOD | UIC: 207603437 | VAT No.: BG207603437 | lapora.bg | Updated: [DD.MM.2026]