Returns & Complaints

Right of withdrawal (14 days)

You may return ordered goods within 14 days of receipt, without giving a reason, under the ZZP and Directive 2011/83/EU.

Return conditions

Goods must be returned in intact, resaleable condition and original packaging. For hygiene reasons, opened or unsealed food products cannot be returned, except in the case of a defect or non-conformity.

How to return

Notify us at hello@smartycoffee.com, quoting your order number, and send the goods to: SloTech Ltd., c/o BigArena warehouse, Golyamokonarsko shose 29, Tsaratsovo, Plovdiv region, Bulgaria. Direct return costs are borne by the customer, except where the goods are defective or incorrect.

Model withdrawal form

The withdrawal period is 14 days from the day you, or a third party you name, take physical possession of the goods — the statutory minimum under the Bulgarian Consumer Protection Act. Telling us before it expires is enough; the form below is optional, but it is the quickest route.

Complete and return this form only if you wish to withdraw from the contract.

To SloTech Ltd., ul. Sofiysko pole 13, Sofia 1784, Bulgaria, hello@smartycoffee.com:

I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods*/for the provision of the following service*: …

Ordered on*/received on*: …

Name of consumer(s): …

Address of consumer(s): …

Signature of consumer(s) (only if this form is notified on paper): …

Date: …

* Delete as appropriate.

Refunds

We refund the amount paid within 14 days of receiving the returned goods, using the same payment method or by bank transfer.

Complaints

For a defective or non-conforming product you may file a complaint under the ZZP. Contact us at hello@smartycoffee.com with a description and photos of the issue.

Dispute resolution

The supervisory authority is the Consumer Protection Commission (CPC). Disputes may also be referred to the conciliation commissions at the CPC.