Warranty and Service

Warranty and Service

These terms govern the statutory liability for conformity, commercial warranties where applicable, and the procedure for submitting complaints and service requests for goods purchased from prodai.store.

1. Statutory Liability for Conformity

Consumer goods are covered by the seller's statutory liability for any lack of conformity of the goods with the sales contract in accordance with applicable Bulgarian law. The consumer has the right to submit a complaint in the event of an established lack of conformity within the statutory period.

2. Time Limits

Where the law provides for a minimum liability period of 2 years for consumer goods, that period shall apply unless a different regime is established for a specific product category or specific case. This period does not limit the consumer's rights where the applicable legislation provides more favorable protection.

3. Commercial Warranty

Where a commercial warranty is provided for a specific product by the manufacturer, importer, or seller, its terms are indicated together with the product or provided at the time of purchase. A commercial warranty is additional and does not replace the consumer's statutory rights.

4. Products with Transport Damage

For products with transport damage, pre-disclosed cosmetic imperfections, visible marks, or damaged packaging shall not be considered grounds for a complaint where they were clearly described or shown before purchase. This does not affect the consumer's rights in the event of a functional problem, hidden defect, or discrepancy with the description.

5. How to Submit a Complaint

• Contact us at info@prodai.bg or by phone at +359 883 420 440 / +359 897 715 106.
• Provide the order number, a description of the problem, and, where possible, attach photos or video.
• Follow the instructions provided for inspection, servicing, replacement, or return of the product.

6. Service Procedure

After receiving the complaint, the trader will inspect the reported issue. Where necessary, the goods may be sent for diagnostics, servicing, or expert assessment. Depending on the case and the law, the consumer may be entitled to have the goods brought into conformity by repair or replacement, to a price reduction, or to termination of the contract.

7. Exclusions

The warranty and liability for conformity do not cover damage caused by improper use, impact, breakage, flooding, incorrect installation, power surges, intervention by unauthorized service providers, lack of maintenance, or use contrary to the manufacturer's instructions.

8. Service Contact

For assistance regarding warranty, complaints, or servicing, you may contact Prodai BG at info@prodai.bg, tel. +359 883 420 440 and +359 897 715 106, as well as at the addresses in Yambol and Burgas during the announced working hours.