Returns
Returning physical goods and processing returned orders
1. Purpose and scope
1.1.
This Return Policy governs the conditions and practical procedure for the return of physical goods purchased through Lean Champions Store and Lean Champions Platform.
1.2.
The policy shall apply to:
1) return of physical goods after the exercise of the right of withdrawal from a distance contract;
2) partial return of one or more items from an order;
3) return of wrongly sent goods;
4) return of goods damaged on delivery;
5) return of goods for which a claim has been made;
6) return of a physical part of a mixed order;
7) return of a physical product to which a digital bonus has been included;
8) other cases where the Merchant has expressly agreed to a return.
1.3.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) The withdrawal form;
4) Delivery and payment policy;
5) The complaint policy;
6) the information on the specific product page;
7) the confirmation of the specific order;
8) the applicable legislation.
1.4.
This policy does not restrict the mandatory rights of the Consumer.
1.5.
Special return terms for a particular product or service apply only if they were clearly provided to the Customer before the order was placed and do not restrict the Consumer’s mandatory rights.
2. Merchant details
2.1.
Merchant and recipient of returned physical goods is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Difference between withdrawal, return and claim
3.1.
The right of withdrawal allows the Consumer to terminate a distance contract within the applicable 14-day period without the need for the physical commodity to have a defect and without having to specify a reason.
3.2.
A return is the actual dispatch or handover of physical goods back to the Merchant following withdrawal, a valid claim or another agreed basis.
3.3.
A claim concerns a report of:
1) defect;
2) damage;
3) improperly sent goods;
4) missing part;
5) non-compliance with the description;
6) lack of agreed quality or characteristic;
7) another failure to comply with the contract.
3.4.
For withdrawal where the goods are not defective, the Consumer normally bears the direct cost of sending them back.
3.5.
For a valid claim, incorrectly supplied goods or other non-performance for which the Merchant is responsible, the Merchant bears the necessary costs of returning the goods and bringing them into conformity.
3.6.
The customer is not obliged to determine the legal qualification of his request. The Merchant examines it according to its actual content.
3.7.
A request labelled ‘return’ may be treated as withdrawal, a claim or another request according to the circumstances described.
4. Who can return goods in the exercise of the right of withdrawal
4.1.
The legal right of return after withdrawal of a distance contract shall be granted to a natural person acting as a Consumer.
4.2.
A Consumer is a natural person acquiring goods for purposes outside their commercial, business, craft or professional activity.
4.3.
Legal person, sole trader or natural person who makes the purchase for professional or business purposes does not automatically have a 14-day right of withdrawal.
4.4.
A business customer can only return goods without a defect when:
1) such an option is explicitly indicated in the specific offer;
2) is agreed in an individual contract;
3) has been confirmed in writing by the Merchant;
4) another binding legal provision applies.
4.5.
A Business customer’s right to make a claim for non-conformity is determined by the applicable contract and law and is distinct from the consumer right of withdrawal.
5. Actions prior to shipment of the goods
5.1.
Before returning the physical commodity due to withdrawal, the Consumer must notify the Merchant of his decision to withdraw from the contract.
5.2.
The notification may be made by:
1) the electronic form for withdrawal of the Platform;
(2) the standard withdrawal form;
3) e-mail to admin@leanchampionscommunity.com;
4) a written application sent by post or courier;
5) another unambiguous written statement.
5.3.
The use of the electronic or standard form is not mandatory.
5.4.
The Consumer is not obliged to state the reason for the withdrawal.
5.5.
It is recommended that the notification contains:
1) name and surname;
2) order number where known;
(3) email address;
4) contact phone;
5) name and quantity of returned goods;
6) information whether the entire order is returned or only part thereof;
7) date of receipt of the goods;
8) a clear statement of withdrawal from the contract.
5.6.
The absence of an order number does not invalidate a request if the order can be identified in another reliable way.
5.7.
Upon receiving an electronic application, the Merchant shall send a confirmation and a unique application number.
5.8.
The unique number facilitates traceability, but is not a condition for the validity of the right of withdrawal.
5.9.
The Consumer is not obliged to wait for prior approval to send the goods when he has already notified the Merchant and complies with the applicable deadlines.
5.10.
The Merchant may send practical instructions for packaging, addressing and identification of the consignment, but these instructions shall not prevent or unduly delay the return.
5.11.
Sending the goods back without a clear application for withdrawal is not always enough to clearly establish the intention of the Consumer.
5.12.
To avoid doubt, the Consumer should send the written withdrawal request separately or enclose it with the consignment.
6. Return deadline
6.1.
After notifying the Merchant of his decision to withdraw from the contract, the Consumer must send or transmit the physical goods back:
1) without undue delay;
(2) no later than 14 calendar days from the date of notification.
6.2.
The time limit shall be deemed to be respected when the goods have been sent or transmitted before the expiry of the 14-day period.
6.3.
The date of dispatch may be demonstrated by:
1) a waybill;
2) a postal receipt;
3) electronic confirmation by the courier;
4) tracking number;
5) a handover report;
6) another reliable document.
6.4.
The Consumer should keep the proof of dispatch until the final completion of the procedure.
6.5.
Where the goods are not sent within the applicable time limit, the Merchant shall examine the circumstances and applicable legislation before taking a decision on acceptance and refund.
6.6.
A delay caused solely by the courier after the consignment was handed over on time does not automatically mean that the Consumer missed the deadline.
7. Return address
7.1.
The physical goods shall be sent to the following address:
Recipient: LEAN BULGARIA OOD
Address for return: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Tel.: +359 896 060 911
Email for notification: admin@leanchampionscommunity.com
7.2.
The package should be addressed to LEAN BULGARIA OOD, not to myPOS, Econt, the author of the product, the trainer or other supplier.
7.3.
Goods may be sent to a different address only if the Merchant has provided express written instructions for the particular order.
7.4.
When the Customer uses a courier office, the consignment must not be directed to a randomly selected office without prior written confirmation from the Merchant.
7.5.
The Merchant shall not be liable for delay or loss caused by dispatch to an incorrect consignee or address which has not been identified or confirmed by him.
8. Choice of courier and way of sending
8.1.
The Consumer may use Econt or another licensed postal or courier operator of their choice.
8.2.
The returned goods do not have to be sent through the same courier that made the original delivery.
8.3.
It is recommended to use a service that provides:
1) tracking number;
(2) proof of dispatch;
3) proof of delivery;
4) a way to establish the condition of the consignment if damage occurs.
8.4.
The Consumer should retain the waybill and tracking number.
8.5.
Upon request Consumer can send the tracking number to admin@leanchampionscommunity.com.
8.6.
The consignment must not be sent with a cash on delivery.
8.7.
The refund shall be made separately in accordance with the order set out in this policy and not by means of cash on delivery on the returned goods.
8.8.
A consignment sent cash on delivery or requiring the recipient to pay an amount immediately may be refused.
8.9.
A consignment sent with carriage payable by the recipient without prior written agreement may be refused where the Consumer is responsible for the return cost.
8.10.
These rules do not apply in the same way to a valid claim where the Merchant has already provided a waybill, arranged a courier collection or supplied another return method at its own expense.
9. Return costs
9.1.
Upon return of physical goods after exercising the right of withdrawal the direct cost of sending back is at the expense of the Consumer.
9.2.
The direct cost may include the usual cost of the courier or postal service for sending the goods to the return address.
9.3.
The Consumer does not owe an administrative fee, a withdrawal processing fee or a penalty merely for exercising the statutory right of withdrawal.
9.4.
For a valid claim, incorrectly supplied goods or other non-performance for which the Merchant is responsible, the Merchant bears the necessary return costs.
9.5.
In such a case, the Merchant may:
1) send a prepared waybill;
2) to organise an address collection;
3) indicate a courier account;
4) reimburse reasonable documented return costs;
5) offer another method that is free of charge for the Consumer.
9.6.
Before sending allegedly non-conforming goods at their own expense, the Consumer may contact the Merchant to arrange a free return method.
9.7.
Prior contact helps with arrangements but must not be used to reject a claim made within the applicable time limit.
9.8.
If in the future a commodity is offered which cannot, by its nature, be returned in the usual manner by a postal or courier operator, the estimated direct return cost shall be indicated before the order.
10. Preparation and packaging of the goods
10.1.
The goods must be packaged to protect them against:
1) bending;
2) rupture;
3) wetting;
4) soiling;
5) impact;
6) crushing;
7) loss of parts;
8) other damage during transport.
10.2.
For books and other printed materials, the following are recommended:
1) hard cardboard envelope;
2) suitable box;
3) protective liner against moisture;
4) filling material when there is free space;
5) other packaging that prevents movement and bending.
10.3.
When returning several products, they must be arranged and secured so as not to damage each other.
10.4.
The outer packaging should be securely closed.
10.5.
Waybills, adhesive tape, labels or other materials should not be attached directly to the product where this could damage it.
10.6.
The original transport packaging may be reused when it is in suitable condition.
10.7.
The original packaging of the product is not an absolutely mandatory condition for exercising the right of withdrawal.
10.8.
The absence of original packaging does not itself justify refusing to accept returned goods.
10.9.
The absence or damage to the packaging may be taken into account only when it has caused an actual and verifiable decrease in the value of the product.
11. Information that is recommended to be placed in the consignment
11.1.
For faster identification, the consignment should preferably include:
1) name and last name of the Customer;
2) order number;
3) a unique number of the application for withdrawal where available;
4) name and quantity of returned products;
5) email address;
6) telephone contact;
7) a brief explanation of whether the return is due to withdrawal or claim.
11.2.
A copy of the withdrawal form, invoice, confirmation of the order or other document may be attached.
11.3.
The absence of an invoice copy, receipt or form inside the consignment does not automatically justify refusal if the order can be established through electronic records or another reliable method.
11.4.
It is not necessary to place in the consignment:
1) originals of personal documents;
2) copies of bank cards;
3) security codes;
4) passwords;
5) other unnecessary sensitive information.
11.5.
If an IBAN is needed for a refund after cash-on-delivery payment, it should be supplied through the secure electronic form or by email; card details must not be supplied instead.
12. Condition of returned goods
12.1.
The Consumer has the right to open and inspect the goods to the extent necessary to establish:
1) its nature;
2) its characteristics;
3) its normal functioning;
4) its compliance with what has been ordered.
12.2.
The review should be comparable to the way in which the product could reasonably be examined at a physical outlet.
12.3.
The Consumer is liable only for diminished value caused by handling beyond what is necessary to inspect the goods.
12.4.
For a printed book or printed material, a value reduction may be caused by:
1) long-term use;
2) extensive reading that has caused significant wear;
3) bending or tearing of pages;
4) writing, highlighting or drawing;
5) inserting permanent notes or stickers;
6) soiling;
7) wetting;
8) smell of smoke, chemicals or other substances;
9) damage to the cover or binding;
10) missing pages or supplementary materials;
11) another action which goes beyond the normal review.
12.5.
Unpacking and carefully inspecting an ordinary printed book do not, by themselves, remove the right of withdrawal.
12.6.
Returned goods are not automatically rejected merely because they have been opened.
12.7.
Where a reduced value is established, the Merchant may reduce the refunded amount by only a reasonable amount corresponding to the actual decrease in value.
12.8.
The reduction does not constitute a penalty fee or penalty.
12.9.
When determining the reduced value, account may be taken of:
1) condition upon receipt;
2) the degree of use;
3) whether the product can be offered for sale again;
4) necessary and reasonable restoration costs;
5) the value of missing parts;
6) other objective circumstances.
12.10.
Where deduction is offered due to reduced value, the Consumer shall be informed of:
1) the established state;
(2) the basis;
3) the method of calculation;
4) the amount of deduction;
5) the possibility to submit an opinion or an objection.
12.11.
The Consumer shall not be liable for reduced value when the Merchant has not provided the required information on the right of withdrawal.
13. Completeness of the returned goods
13.1.
Where the goods have been delivered as a set, all physical elements which are part of the refused item should be returned.
13.2.
This may include:
1) the basic product;
2) supplementary materials;
3) printed materials;
4) separate parts;
5) Instructions;
6) included physical accessories;
7) other elements described as part of the product.
13.3.
A missing element does not automatically result in the loss of the right of withdrawal.
13.4.
If a missing component causes a proven reduction in value, this may be taken into account when calculating the refund.
13.5.
Where part of the set is digital and already activated, the effects shall be determined according to the rules for the relevant digital element and the consent given by the Consumer.
14. Partial return
14.1.
The Consumer may return one or more individual order items where they can be separated from the remaining items.
14.2.
The request must clearly identify the items being returned.
14.3.
In the case of partial return, the price of the returned positions shall be refunded, taking into account:
1) applicable discounts;
2) the package price;
3) the price actually paid;
4) the possible decrease in value;
5) the applicable delivery rules.
14.4.
Where a discount depended on purchasing a particular quantity or package, the refund is calculated so that the Customer retains only the discounts for which the remaining purchase still qualifies.
14.5.
This recalculation is made only if the discount condition was clearly stated before the order was placed.
14.6.
In case of partial refusal, the cost of the initial delivery shall be reimbursed only if and in so far as it would be lower if the returned item was not included in the original order.
14.7.
If the original delivery price would have remained the same, no separate part of it is refunded merely because some items are returned.
14.8.
When the entire order is returned, the rules for refund the cheapest standard delivery apply.
15. Promotional packages, gifts and bonuses
15.1.
Where the product is purchased as part of a package, the conditions for partial return shall be determined according to:
1) whether individual positions can be distinguished;
(2) whether they have separately declared prices;
3) whether the package has been presented as indivisible;
4) the applicable legislation.
15.2.
Where a product comes with a free physical gift that forms an integral part of the particular promotional offer, the Consumer should also return the gift when withdrawing from the entire offer.
15.3.
If the physical gift is not returned and this results in a real reduction in the value of the returned package, the Merchant can only account for its actual value if the terms of the promotion have been clearly indicated in advance.
15.4.
Where a free digital access is provided to a physical book, upon valid return and withdrawal of the book, the Merchant may terminate the bonus access.
15.5.
The free digital bonus shall not have a separate refundable monetary value unless it has been clearly valued as a separate item.
15.6.
Where digital access has been purchased and paid as a separate item, its termination and refund shall be considered separately from the physical commodity.
16. Incorrectly supplied goods
16.1.
If the Customer receives a product other than the one ordered, they should notify the Merchant as soon as possible.
16.2.
It is recommended that the notification contains:
1) order number;
2) name of the ordered product;
3) a description of the product received;
4) pictures of the product;
5) pictures of the label and packaging;
6) contact details.
16.3.
The Merchant performs a check and arranges a free way to return the wrongly sent product.
16.4.
The customer may request:
1) sending the right product;
2) termination of the part of the contract concerned and reimbursement of the amount;
3) another permissible solution by mutual agreement.
16.5.
The Customer is not required to pay return delivery costs for a product sent in error by the Merchant.
16.6.
Sending the right product is done without additional charge unless the Customer chooses another additional service.
17. Damaged shipment and transport damage
17.1.
In case of apparent damage to the outer packaging, it is recommended that the customer request from the courier:
1) a record of the damage;
2) a damage report;
3) provision of a copy;
4) possibility for photos;
5) Implementation of the courier procedure for transport damage.
17.2.
After receipt, the Customer should retain:
1) outer packaging;
2) transport label;
3) inner packaging;
4) the damaged product;
5) the document from the courier;
6) photos.
17.3.
The customer must notify the Merchant as soon as possible so that the case can be checked and the evidence preserved.
17.4.
The lack of protocol from the courier does not automatically take away the mandatory rights of the Consumer.
17.5.
Where transport damage is reasonably established, the Merchant may offer:
1) replacement;
2) sending a missing or undamaged part;
3) proportionate price reduction;
4) refund of the amount;
5) another legally permissible solution.
17.6.
The necessary return of goods with transport damage is organised at the expense of the Merchant.
18. Returns under a claim
18.1.
If goods are defective or do not conform to the contract, the Customer submits a claim following the procedure on the ‘Complaints’ page.
18.2.
For a claim, the Merchant may ask for the goods to be made available for:
1) review;
2) verification;
3) repair;
4) replacement;
5) identification of the reason for the non-compliance;
6) another necessary action.
18.3.
Transmission of the goods for inspection does not automatically mean that the claim is recognised or rejected.
18.4.
The verification shall be carried out within reasonable time and without significant inconvenience to the Consumer.
18.5.
Where a claim is justified, the costs of:
1) transport;
2) repair;
3) replacement;
4) Work;
5) materials;
6) bringing the goods into conformity
are at the expense of the Merchant within the range prescribed by law.
18.6.
Goods returned under a claim must not be sent cash on delivery unless the Merchant has expressly agreed otherwise.
18.7.
If a claim is not upheld, the Customer receives information about the outcome and the reasons.
18.8.
Detailed rights for non-compliance shall be governed by the Complaints Policy and the applicable legislation.
19. Inspection of returned goods
19.1.
Upon receipt of the returned consignment, the Merchant shall carry out a check which may include:
1) identification of the order;
2) identification of returned positions;
3) verification of quantity;
4) checking completeness;
5) checking the visible condition;
6) verification for traces of use;
7) check for transport damage;
8) checking supplementary materials and accessories;
9) photographing the condition for evidence;
10) comparison with information from the application.
19.2.
The verification shall be carried out without undue delay.
19.3.
The verification cannot be used for an unjustified extension of the legal refund period.
19.4.
Where additional details are needed to identify the order, the Merchant shall contact the Customer.
19.5.
Where a difference is established between the products requested and the products actually received, the Customer shall be informed.
19.6.
If the consignment arrives visibly damaged, the Merchant may:
1) photograph the packaging;
2) record its condition in the courier’s presence;
3) request a damage report;
4) keep the package;
5) notify the consignor.
19.7.
Receipt of a consignment does not automatically waive the right to object to its condition, contents or identification.
20. Refunds
20.1.
Following valid exercise of the right of withdrawal, the Merchant refunds all amounts due without undue delay and no later than 14 calendar days after being informed of the Consumer’s decision to withdraw from the contract.
20.2.
Upon withdrawal of an entire order, the refund shall include:
1) the price of returned physical goods;
(2) the price of other items refused where refundable;
3) The cost of the cheapest standard method of initial delivery offered by the Merchant.
20.3.
If the Consumer chose an initial delivery method more expensive than the least expensive standard delivery, the difference is not refunded.
20.4.
The direct cost of sending the goods back upon simple withdrawal shall not be reimbursed unless:
1) The Merchant has taken over the cost;
2) the Customer was not informed in advance that they would bear the cost;
3) the return results from a valid claim or non-performance by the Merchant;
4) The law provides otherwise.
20.5.
For physical goods, the Merchant may withhold the refund until the earlier of the following events:
1) receiving the returned goods;
2) receipt of evidence that the Consumer has sent the goods back.
20.6.
Withholding a refund does not apply where the Merchant has offered to collect the goods itself.
20.7.
Where the goods are received or proof of dispatch is provided, the Merchant may not unduly delay the refund.
20.8.
The reimbursement shall be made by the same means of payment used in the initial transaction, unless the Consumer expressly agrees with another way that does not result in costs for it.
20.9. Payment by bank card
When payment by bank card via myPOS the amount shall be refunded to the card or payment instrument used in the initial transaction.
20.10.
The amount paid by bank card shall not be refund in cash, except where it is permissible by the law and the rules of the paying operator.
20.11.
After the refund is initiated, the time before it appears in the account may depend on the bank, card scheme or payment provider.
20.12.
The bank’s additional processing time does not change the Merchant’s obligation to initiate the refund within the statutory period.
20.13. Bank transfer
For payment by bank transfer, the amount is returned to the bank account from which it was received, unless the Customer expressly agrees to another method that is free of charge for them.
20.14.
Where the payment is received from a third party's account, an additional verification may be carried out to prevent error or fraud.
20.15. Cash on delivery
For an original payment made cash on delivery or by postal money transfer, the refund uses an appropriate traceable payment method.
20.16.
When the amount will be refunded to a bank account, the Consumer must explicitly agree and provide the necessary IBAN.
20.17.
Providing an IBAN must not entail costs for the Consumer.
20.18.
No card number, security code or online banking password is required.
20.19.
In the case of a partial return, the amount due for the returned items, determined according to the price actually paid, is refunded.
20.20.
Where a reasonable value reduction is established, the corresponding amount may be deducted from refund after notification to the Consumer.
20.21.
Where the parties do not agree on deduction, the Consumer may present an objection, lodge a complaint with a competent authority or seek judicial protection.
21. Digital content and digital services
21.1.
An eBook, downloadable file, recorded course, paid platform access or another digital service is not physically returned by courier.
21.2.
Upon application for withdrawal or termination of a digital product, the Merchant shall process the application according to:
1) the type of digital product;
2) the moment of activation;
3) the explicit consents given;
4) the degree of execution;
5) the applicable legal exceptions.
21.3.
After a valid withdrawal, the Consumer must cease:
1) the use of digital content;
(2) the use of the digital service;
3) making them available to third parties;
4) the distribution of downloaded materials.
21.4.
The Merchant may:
1) disable the profile or the relevant plan;
2) terminate access to a module;
3) make the link download inactive;
4) cancel the registration for training;
5) take another necessary technical measure.
21.5.
Where the digital content is provided on a material medium, the return rules and specific provisions for digital content may apply to the physical medium.
21.6.
Detailed withdrawal conditions for digital content, digital services and training are published on the ‘Right of withdrawal’ page.
22. Mixed orders
22.1.
Where the order contains a physical commodity and a digital element, the return of the physical commodity does not automatically mean that all other positions are returned or terminated.
22.2.
The effects shall be determined separately for:
1) the physical commodity;
2) the digital content;
3) platform access;
4) subscription;
5) training;
6) The other service.
22.3.
The Consumer must specify whether they wish to withdraw from:
1) of the whole order;
2) only from the physical commodity;
3) of a particular digital element;
4) of training;
5) of another separate item.
22.4.
Where the physical commodity and the digital bonus are part of an indivisible offer, the valid withdrawal from the basic physical commodity may result in the termination of bonus access.
22.5.
Where the digital position has a stand-alone price, its refund shall be examined separately according to the applicable rules.
23. Refused, uncollected and courier-returned consignments
23.1.
Failure to receive or collect a courier consignment does not automatically constitute an unambiguous statement of withdrawal from the contract.
23.2.
To exercise the right of withdrawal, the Consumer should send a clear statement following the procedure on the ‘Right of withdrawal’ page.
23.3.
When the consignment is returned to the Merchant due to:
1) failure to collect it;
2) failure to attend;
3) incorrect address;
4) incorrect phone;
5) refusal to receive it;
6) another reason,
The Merchant may contact the Customer to clarify the Customer’s intentions.
23.4.
The customer may request:
1) another dispatch;
2) cancellation of the order;
3) processing the application as a withdrawal where the legal conditions are met.
23.5.
Redelivery is arranged after confirmation by the Customer.
23.6.
Actual redelivery costs may be borne by the Customer where redelivery is needed because of circumstances for which the Customer is responsible.
23.7.
No automatic penalty fee is charged for an uncollected consignment.
23.8.
For a prepaid order, refunds are handled according to the actual circumstances, the request submitted and applicable law.
24. Replacement product
24.1.
The law does not require the Merchant to voluntarily exchange goods that fully conform to the contract merely because the Customer prefers another product.
24.2.
Where the Consumer is within the withdrawal period, he may:
1) return the original goods following the withdrawal procedure;
2) to make a separate new order for the desired product.
24.3.
By mutual written consent, the Merchant may arrange a direct replacement.
24.4.
For a direct exchange, the following are clarified in advance:
1) the replacement product;
2) the possible price difference;
3) transport costs;
4) the implementation period;
5) the method of payment or refund of the difference.
24.5.
Where an exchange is made under a valid claim, the rules on bringing goods into conformity apply.
25. Unsolicited goods
25.1.
When the Consumer receives a commodity which he has not ordered and for which he has not entered into a contract, he is not obliged to pay for that commodity.
25.2.
The lack of response from the Consumer is not considered a purchase consent.
25.3.
The Consumer may notify the Merchant in order to verify the case and to arrange, where necessary, the receipt of the goods.
25.4.
This section does not apply to an obvious error in fulfilling a genuine order; that is handled under the procedure for incorrectly supplied goods.
26. Personal data on return
26.1.
The following data may be processed when handling a return:
1) name and surname;
2) email address;
3) telephone;
4) address for correspondence;
5) number and content of the order;
6) application number;
7) information on returned products;
8) the waybill and tracking number;
9) photos;
10) payment information;
11) IBAN where necessary for refund;
12) the content of correspondence;
13) information on the outcome of the verification;
14) data on refund carried out.
26.2.
The data shall be processed for:
1) identification of the order;
2) compliance with legal obligations;
3) acceptance and verification of returned goods;
4) refund of amounts;
5) accounting;
6) prevention of fraud;
7) establishment, exercise or defence of legal claims.
26.3.
Data may be provided to:
1) courier and postal operators;
2) myPOS;
3) banks and payment providers;
4) accounting and legal consultants;
5) competent state authorities;
6) other recipients where necessary and lawful.
26.4.
Detailed information is published in the Privacy Policy.
27. Contacts and assistance
27.1.
In the case of return questions, the Customer may contact:
LEAN BULGARIA OOD
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
27.2.
For faster processing, it is recommended that the message contains:
1) order number;
2) name of the Customer;
3) name of the product;
4) reason for the return;
5) a bill of lading number when the product has already been sent;
6) photographs where there is damage or non-conformity.
27.3.
The Merchant shall not require prior authorisation as a condition for the validity of a timely withdrawal right.
27.4.
The electronic form supports convenience and traceability; it does not restrict other permitted notification methods.
28. Entry into force
28.1.
This Returns Policy takes effect on the date shown in the ‘Effective from’ field.
28.2.
For the particular order, the version available to the Customer before the contract was concluded and provided on a durable medium applies.
28.3.
Changes in the current policy do not affect rights already acquired.
28.4.
If applicable law grants the Consumer a more favourable right, that statutory right prevails regardless of this policy.
1. Purpose and scope
1.1.
This Return Policy governs the conditions and practical procedure for the return of physical goods purchased through Lean Champions Store and Lean Champions Platform.
1.2.
The policy shall apply to:
1) return of physical goods after the exercise of the right of withdrawal from a distance contract;
2) partial return of one or more items from an order;
3) return of wrongly sent goods;
4) return of goods damaged on delivery;
5) return of goods for which a claim has been made;
6) return of a physical part of a mixed order;
7) return of a physical product to which a digital bonus has been included;
8) other cases where the Merchant has expressly agreed to a return.
1.3.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) The withdrawal form;
4) Delivery and payment policy;
5) The complaint policy;
6) the information on the specific product page;
7) the confirmation of the specific order;
8) the applicable legislation.
1.4.
This policy does not restrict the mandatory rights of the Consumer.
1.5.
Special return terms for a particular product or service apply only if they were clearly provided to the Customer before the order was placed and do not restrict the Consumer’s mandatory rights.
2. Merchant details
2.1.
Merchant and recipient of returned physical goods is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Difference between withdrawal, return and claim
3.1.
The right of withdrawal allows the Consumer to terminate a distance contract within the applicable 14-day period without the need for the physical commodity to have a defect and without having to specify a reason.
3.2.
A return is the actual dispatch or handover of physical goods back to the Merchant following withdrawal, a valid claim or another agreed basis.
3.3.
A claim concerns a report of:
1) defect;
2) damage;
3) improperly sent goods;
4) missing part;
5) non-compliance with the description;
6) lack of agreed quality or characteristic;
7) another failure to comply with the contract.
3.4.
For withdrawal where the goods are not defective, the Consumer normally bears the direct cost of sending them back.
3.5.
For a valid claim, incorrectly supplied goods or other non-performance for which the Merchant is responsible, the Merchant bears the necessary costs of returning the goods and bringing them into conformity.
3.6.
The customer is not obliged to determine the legal qualification of his request. The Merchant examines it according to its actual content.
3.7.
A request labelled ‘return’ may be treated as withdrawal, a claim or another request according to the circumstances described.
4. Who can return goods in the exercise of the right of withdrawal
4.1.
The legal right of return after withdrawal of a distance contract shall be granted to a natural person acting as a Consumer.
4.2.
A Consumer is a natural person acquiring goods for purposes outside their commercial, business, craft or professional activity.
4.3.
Legal person, sole trader or natural person who makes the purchase for professional or business purposes does not automatically have a 14-day right of withdrawal.
4.4.
A business customer can only return goods without a defect when:
1) such an option is explicitly indicated in the specific offer;
2) is agreed in an individual contract;
3) has been confirmed in writing by the Merchant;
4) another binding legal provision applies.
4.5.
A Business customer’s right to make a claim for non-conformity is determined by the applicable contract and law and is distinct from the consumer right of withdrawal.
5. Actions prior to shipment of the goods
5.1.
Before returning the physical commodity due to withdrawal, the Consumer must notify the Merchant of his decision to withdraw from the contract.
5.2.
The notification may be made by:
1) the electronic form for withdrawal of the Platform;
(2) the standard withdrawal form;
3) e-mail to admin@leanchampionscommunity.com;
4) a written application sent by post or courier;
5) another unambiguous written statement.
5.3.
The use of the electronic or standard form is not mandatory.
5.4.
The Consumer is not obliged to state the reason for the withdrawal.
5.5.
It is recommended that the notification contains:
1) name and surname;
2) order number where known;
(3) email address;
4) contact phone;
5) name and quantity of returned goods;
6) information whether the entire order is returned or only part thereof;
7) date of receipt of the goods;
8) a clear statement of withdrawal from the contract.
5.6.
The absence of an order number does not invalidate a request if the order can be identified in another reliable way.
5.7.
Upon receiving an electronic application, the Merchant shall send a confirmation and a unique application number.
5.8.
The unique number facilitates traceability, but is not a condition for the validity of the right of withdrawal.
5.9.
The Consumer is not obliged to wait for prior approval to send the goods when he has already notified the Merchant and complies with the applicable deadlines.
5.10.
The Merchant may send practical instructions for packaging, addressing and identification of the consignment, but these instructions shall not prevent or unduly delay the return.
5.11.
Sending the goods back without a clear application for withdrawal is not always enough to clearly establish the intention of the Consumer.
5.12.
To avoid doubt, the Consumer should send the written withdrawal request separately or enclose it with the consignment.
6. Return deadline
6.1.
After notifying the Merchant of his decision to withdraw from the contract, the Consumer must send or transmit the physical goods back:
1) without undue delay;
(2) no later than 14 calendar days from the date of notification.
6.2.
The time limit shall be deemed to be respected when the goods have been sent or transmitted before the expiry of the 14-day period.
6.3.
The date of dispatch may be demonstrated by:
1) a waybill;
2) a postal receipt;
3) electronic confirmation by the courier;
4) tracking number;
5) a handover report;
6) another reliable document.
6.4.
The Consumer should keep the proof of dispatch until the final completion of the procedure.
6.5.
Where the goods are not sent within the applicable time limit, the Merchant shall examine the circumstances and applicable legislation before taking a decision on acceptance and refund.
6.6.
A delay caused solely by the courier after the consignment was handed over on time does not automatically mean that the Consumer missed the deadline.
7. Return address
7.1.
The physical goods shall be sent to the following address:
Recipient: LEAN BULGARIA OOD
Address for return: Sofia, 55 Kiril Popov Str., A, floor 1, ap. 4, Republic of Bulgaria
Tel.: +359 896 060 911
Email for notification: admin@leanchampionscommunity.com
7.2.
The package should be addressed to LEAN BULGARIA OOD, not to myPOS, Econt, the author of the product, the trainer or other supplier.
7.3.
Goods may be sent to a different address only if the Merchant has provided express written instructions for the particular order.
7.4.
When the Customer uses a courier office, the consignment must not be directed to a randomly selected office without prior written confirmation from the Merchant.
7.5.
The Merchant shall not be liable for delay or loss caused by dispatch to an incorrect consignee or address which has not been identified or confirmed by him.
8. Choice of courier and way of sending
8.1.
The Consumer may use Econt or another licensed postal or courier operator of their choice.
8.2.
The returned goods do not have to be sent through the same courier that made the original delivery.
8.3.
It is recommended to use a service that provides:
1) tracking number;
(2) proof of dispatch;
3) proof of delivery;
4) a way to establish the condition of the consignment if damage occurs.
8.4.
The Consumer should retain the waybill and tracking number.
8.5.
Upon request Consumer can send the tracking number to admin@leanchampionscommunity.com.
8.6.
The consignment must not be sent with a cash on delivery.
8.7.
The refund shall be made separately in accordance with the order set out in this policy and not by means of cash on delivery on the returned goods.
8.8.
A consignment sent cash on delivery or requiring the recipient to pay an amount immediately may be refused.
8.9.
A consignment sent with carriage payable by the recipient without prior written agreement may be refused where the Consumer is responsible for the return cost.
8.10.
These rules do not apply in the same way to a valid claim where the Merchant has already provided a waybill, arranged a courier collection or supplied another return method at its own expense.
9. Return costs
9.1.
Upon return of physical goods after exercising the right of withdrawal the direct cost of sending back is at the expense of the Consumer.
9.2.
The direct cost may include the usual cost of the courier or postal service for sending the goods to the return address.
9.3.
The Consumer does not owe an administrative fee, a withdrawal processing fee or a penalty merely for exercising the statutory right of withdrawal.
9.4.
For a valid claim, incorrectly supplied goods or other non-performance for which the Merchant is responsible, the Merchant bears the necessary return costs.
9.5.
In such a case, the Merchant may:
1) send a prepared waybill;
2) to organise an address collection;
3) indicate a courier account;
4) reimburse reasonable documented return costs;
5) offer another method that is free of charge for the Consumer.
9.6.
Before sending allegedly non-conforming goods at their own expense, the Consumer may contact the Merchant to arrange a free return method.
9.7.
Prior contact helps with arrangements but must not be used to reject a claim made within the applicable time limit.
9.8.
If in the future a commodity is offered which cannot, by its nature, be returned in the usual manner by a postal or courier operator, the estimated direct return cost shall be indicated before the order.
10. Preparation and packaging of the goods
10.1.
The goods must be packaged to protect them against:
1) bending;
2) rupture;
3) wetting;
4) soiling;
5) impact;
6) crushing;
7) loss of parts;
8) other damage during transport.
10.2.
For books and other printed materials, the following are recommended:
1) hard cardboard envelope;
2) suitable box;
3) protective liner against moisture;
4) filling material when there is free space;
5) other packaging that prevents movement and bending.
10.3.
When returning several products, they must be arranged and secured so as not to damage each other.
10.4.
The outer packaging should be securely closed.
10.5.
Waybills, adhesive tape, labels or other materials should not be attached directly to the product where this could damage it.
10.6.
The original transport packaging may be reused when it is in suitable condition.
10.7.
The original packaging of the product is not an absolutely mandatory condition for exercising the right of withdrawal.
10.8.
The absence of original packaging does not itself justify refusing to accept returned goods.
10.9.
The absence or damage to the packaging may be taken into account only when it has caused an actual and verifiable decrease in the value of the product.
11. Information that is recommended to be placed in the consignment
11.1.
For faster identification, the consignment should preferably include:
1) name and last name of the Customer;
2) order number;
3) a unique number of the application for withdrawal where available;
4) name and quantity of returned products;
5) email address;
6) telephone contact;
7) a brief explanation of whether the return is due to withdrawal or claim.
11.2.
A copy of the withdrawal form, invoice, confirmation of the order or other document may be attached.
11.3.
The absence of an invoice copy, receipt or form inside the consignment does not automatically justify refusal if the order can be established through electronic records or another reliable method.
11.4.
It is not necessary to place in the consignment:
1) originals of personal documents;
2) copies of bank cards;
3) security codes;
4) passwords;
5) other unnecessary sensitive information.
11.5.
If an IBAN is needed for a refund after cash-on-delivery payment, it should be supplied through the secure electronic form or by email; card details must not be supplied instead.
12. Condition of returned goods
12.1.
The Consumer has the right to open and inspect the goods to the extent necessary to establish:
1) its nature;
2) its characteristics;
3) its normal functioning;
4) its compliance with what has been ordered.
12.2.
The review should be comparable to the way in which the product could reasonably be examined at a physical outlet.
12.3.
The Consumer is liable only for diminished value caused by handling beyond what is necessary to inspect the goods.
12.4.
For a printed book or printed material, a value reduction may be caused by:
1) long-term use;
2) extensive reading that has caused significant wear;
3) bending or tearing of pages;
4) writing, highlighting or drawing;
5) inserting permanent notes or stickers;
6) soiling;
7) wetting;
8) smell of smoke, chemicals or other substances;
9) damage to the cover or binding;
10) missing pages or supplementary materials;
11) another action which goes beyond the normal review.
12.5.
Unpacking and carefully inspecting an ordinary printed book do not, by themselves, remove the right of withdrawal.
12.6.
Returned goods are not automatically rejected merely because they have been opened.
12.7.
Where a reduced value is established, the Merchant may reduce the refunded amount by only a reasonable amount corresponding to the actual decrease in value.
12.8.
The reduction does not constitute a penalty fee or penalty.
12.9.
When determining the reduced value, account may be taken of:
1) condition upon receipt;
2) the degree of use;
3) whether the product can be offered for sale again;
4) necessary and reasonable restoration costs;
5) the value of missing parts;
6) other objective circumstances.
12.10.
Where deduction is offered due to reduced value, the Consumer shall be informed of:
1) the established state;
(2) the basis;
3) the method of calculation;
4) the amount of deduction;
5) the possibility to submit an opinion or an objection.
12.11.
The Consumer shall not be liable for reduced value when the Merchant has not provided the required information on the right of withdrawal.
13. Completeness of the returned goods
13.1.
Where the goods have been delivered as a set, all physical elements which are part of the refused item should be returned.
13.2.
This may include:
1) the basic product;
2) supplementary materials;
3) printed materials;
4) separate parts;
5) Instructions;
6) included physical accessories;
7) other elements described as part of the product.
13.3.
A missing element does not automatically result in the loss of the right of withdrawal.
13.4.
If a missing component causes a proven reduction in value, this may be taken into account when calculating the refund.
13.5.
Where part of the set is digital and already activated, the effects shall be determined according to the rules for the relevant digital element and the consent given by the Consumer.
14. Partial return
14.1.
The Consumer may return one or more individual order items where they can be separated from the remaining items.
14.2.
The request must clearly identify the items being returned.
14.3.
In the case of partial return, the price of the returned positions shall be refunded, taking into account:
1) applicable discounts;
2) the package price;
3) the price actually paid;
4) the possible decrease in value;
5) the applicable delivery rules.
14.4.
Where a discount depended on purchasing a particular quantity or package, the refund is calculated so that the Customer retains only the discounts for which the remaining purchase still qualifies.
14.5.
This recalculation is made only if the discount condition was clearly stated before the order was placed.
14.6.
In case of partial refusal, the cost of the initial delivery shall be reimbursed only if and in so far as it would be lower if the returned item was not included in the original order.
14.7.
If the original delivery price would have remained the same, no separate part of it is refunded merely because some items are returned.
14.8.
When the entire order is returned, the rules for refund the cheapest standard delivery apply.
15. Promotional packages, gifts and bonuses
15.1.
Where the product is purchased as part of a package, the conditions for partial return shall be determined according to:
1) whether individual positions can be distinguished;
(2) whether they have separately declared prices;
3) whether the package has been presented as indivisible;
4) the applicable legislation.
15.2.
Where a product comes with a free physical gift that forms an integral part of the particular promotional offer, the Consumer should also return the gift when withdrawing from the entire offer.
15.3.
If the physical gift is not returned and this results in a real reduction in the value of the returned package, the Merchant can only account for its actual value if the terms of the promotion have been clearly indicated in advance.
15.4.
Where a free digital access is provided to a physical book, upon valid return and withdrawal of the book, the Merchant may terminate the bonus access.
15.5.
The free digital bonus shall not have a separate refundable monetary value unless it has been clearly valued as a separate item.
15.6.
Where digital access has been purchased and paid as a separate item, its termination and refund shall be considered separately from the physical commodity.
16. Incorrectly supplied goods
16.1.
If the Customer receives a product other than the one ordered, they should notify the Merchant as soon as possible.
16.2.
It is recommended that the notification contains:
1) order number;
2) name of the ordered product;
3) a description of the product received;
4) pictures of the product;
5) pictures of the label and packaging;
6) contact details.
16.3.
The Merchant performs a check and arranges a free way to return the wrongly sent product.
16.4.
The customer may request:
1) sending the right product;
2) termination of the part of the contract concerned and reimbursement of the amount;
3) another permissible solution by mutual agreement.
16.5.
The Customer is not required to pay return delivery costs for a product sent in error by the Merchant.
16.6.
Sending the right product is done without additional charge unless the Customer chooses another additional service.
17. Damaged shipment and transport damage
17.1.
In case of apparent damage to the outer packaging, it is recommended that the customer request from the courier:
1) a record of the damage;
2) a damage report;
3) provision of a copy;
4) possibility for photos;
5) Implementation of the courier procedure for transport damage.
17.2.
After receipt, the Customer should retain:
1) outer packaging;
2) transport label;
3) inner packaging;
4) the damaged product;
5) the document from the courier;
6) photos.
17.3.
The customer must notify the Merchant as soon as possible so that the case can be checked and the evidence preserved.
17.4.
The lack of protocol from the courier does not automatically take away the mandatory rights of the Consumer.
17.5.
Where transport damage is reasonably established, the Merchant may offer:
1) replacement;
2) sending a missing or undamaged part;
3) proportionate price reduction;
4) refund of the amount;
5) another legally permissible solution.
17.6.
The necessary return of goods with transport damage is organised at the expense of the Merchant.
18. Returns under a claim
18.1.
If goods are defective or do not conform to the contract, the Customer submits a claim following the procedure on the ‘Complaints’ page.
18.2.
For a claim, the Merchant may ask for the goods to be made available for:
1) review;
2) verification;
3) repair;
4) replacement;
5) identification of the reason for the non-compliance;
6) another necessary action.
18.3.
Transmission of the goods for inspection does not automatically mean that the claim is recognised or rejected.
18.4.
The verification shall be carried out within reasonable time and without significant inconvenience to the Consumer.
18.5.
Where a claim is justified, the costs of:
1) transport;
2) repair;
3) replacement;
4) Work;
5) materials;
6) bringing the goods into conformity
are at the expense of the Merchant within the range prescribed by law.
18.6.
Goods returned under a claim must not be sent cash on delivery unless the Merchant has expressly agreed otherwise.
18.7.
If a claim is not upheld, the Customer receives information about the outcome and the reasons.
18.8.
Detailed rights for non-compliance shall be governed by the Complaints Policy and the applicable legislation.
19. Inspection of returned goods
19.1.
Upon receipt of the returned consignment, the Merchant shall carry out a check which may include:
1) identification of the order;
2) identification of returned positions;
3) verification of quantity;
4) checking completeness;
5) checking the visible condition;
6) verification for traces of use;
7) check for transport damage;
8) checking supplementary materials and accessories;
9) photographing the condition for evidence;
10) comparison with information from the application.
19.2.
The verification shall be carried out without undue delay.
19.3.
The verification cannot be used for an unjustified extension of the legal refund period.
19.4.
Where additional details are needed to identify the order, the Merchant shall contact the Customer.
19.5.
Where a difference is established between the products requested and the products actually received, the Customer shall be informed.
19.6.
If the consignment arrives visibly damaged, the Merchant may:
1) photograph the packaging;
2) record its condition in the courier’s presence;
3) request a damage report;
4) keep the package;
5) notify the consignor.
19.7.
Receipt of a consignment does not automatically waive the right to object to its condition, contents or identification.
20. Refunds
20.1.
Following valid exercise of the right of withdrawal, the Merchant refunds all amounts due without undue delay and no later than 14 calendar days after being informed of the Consumer’s decision to withdraw from the contract.
20.2.
Upon withdrawal of an entire order, the refund shall include:
1) the price of returned physical goods;
(2) the price of other items refused where refundable;
3) The cost of the cheapest standard method of initial delivery offered by the Merchant.
20.3.
If the Consumer chose an initial delivery method more expensive than the least expensive standard delivery, the difference is not refunded.
20.4.
The direct cost of sending the goods back upon simple withdrawal shall not be reimbursed unless:
1) The Merchant has taken over the cost;
2) the Customer was not informed in advance that they would bear the cost;
3) the return results from a valid claim or non-performance by the Merchant;
4) The law provides otherwise.
20.5.
For physical goods, the Merchant may withhold the refund until the earlier of the following events:
1) receiving the returned goods;
2) receipt of evidence that the Consumer has sent the goods back.
20.6.
Withholding a refund does not apply where the Merchant has offered to collect the goods itself.
20.7.
Where the goods are received or proof of dispatch is provided, the Merchant may not unduly delay the refund.
20.8.
The reimbursement shall be made by the same means of payment used in the initial transaction, unless the Consumer expressly agrees with another way that does not result in costs for it.
20.9. Payment by bank card
When payment by bank card via myPOS the amount shall be refunded to the card or payment instrument used in the initial transaction.
20.10.
The amount paid by bank card shall not be refund in cash, except where it is permissible by the law and the rules of the paying operator.
20.11.
After the refund is initiated, the time before it appears in the account may depend on the bank, card scheme or payment provider.
20.12.
The bank’s additional processing time does not change the Merchant’s obligation to initiate the refund within the statutory period.
20.13. Bank transfer
For payment by bank transfer, the amount is returned to the bank account from which it was received, unless the Customer expressly agrees to another method that is free of charge for them.
20.14.
Where the payment is received from a third party's account, an additional verification may be carried out to prevent error or fraud.
20.15. Cash on delivery
For an original payment made cash on delivery or by postal money transfer, the refund uses an appropriate traceable payment method.
20.16.
When the amount will be refunded to a bank account, the Consumer must explicitly agree and provide the necessary IBAN.
20.17.
Providing an IBAN must not entail costs for the Consumer.
20.18.
No card number, security code or online banking password is required.
20.19.
In the case of a partial return, the amount due for the returned items, determined according to the price actually paid, is refunded.
20.20.
Where a reasonable value reduction is established, the corresponding amount may be deducted from refund after notification to the Consumer.
20.21.
Where the parties do not agree on deduction, the Consumer may present an objection, lodge a complaint with a competent authority or seek judicial protection.
21. Digital content and digital services
21.1.
An eBook, downloadable file, recorded course, paid platform access or another digital service is not physically returned by courier.
21.2.
Upon application for withdrawal or termination of a digital product, the Merchant shall process the application according to:
1) the type of digital product;
2) the moment of activation;
3) the explicit consents given;
4) the degree of execution;
5) the applicable legal exceptions.
21.3.
After a valid withdrawal, the Consumer must cease:
1) the use of digital content;
(2) the use of the digital service;
3) making them available to third parties;
4) the distribution of downloaded materials.
21.4.
The Merchant may:
1) disable the profile or the relevant plan;
2) terminate access to a module;
3) make the link download inactive;
4) cancel the registration for training;
5) take another necessary technical measure.
21.5.
Where the digital content is provided on a material medium, the return rules and specific provisions for digital content may apply to the physical medium.
21.6.
Detailed withdrawal conditions for digital content, digital services and training are published on the ‘Right of withdrawal’ page.
22. Mixed orders
22.1.
Where the order contains a physical commodity and a digital element, the return of the physical commodity does not automatically mean that all other positions are returned or terminated.
22.2.
The effects shall be determined separately for:
1) the physical commodity;
2) the digital content;
3) platform access;
4) subscription;
5) training;
6) The other service.
22.3.
The Consumer must specify whether they wish to withdraw from:
1) of the whole order;
2) only from the physical commodity;
3) of a particular digital element;
4) of training;
5) of another separate item.
22.4.
Where the physical commodity and the digital bonus are part of an indivisible offer, the valid withdrawal from the basic physical commodity may result in the termination of bonus access.
22.5.
Where the digital position has a stand-alone price, its refund shall be examined separately according to the applicable rules.
23. Refused, uncollected and courier-returned consignments
23.1.
Failure to receive or collect a courier consignment does not automatically constitute an unambiguous statement of withdrawal from the contract.
23.2.
To exercise the right of withdrawal, the Consumer should send a clear statement following the procedure on the ‘Right of withdrawal’ page.
23.3.
When the consignment is returned to the Merchant due to:
1) failure to collect it;
2) failure to attend;
3) incorrect address;
4) incorrect phone;
5) refusal to receive it;
6) another reason,
The Merchant may contact the Customer to clarify the Customer’s intentions.
23.4.
The customer may request:
1) another dispatch;
2) cancellation of the order;
3) processing the application as a withdrawal where the legal conditions are met.
23.5.
Redelivery is arranged after confirmation by the Customer.
23.6.
Actual redelivery costs may be borne by the Customer where redelivery is needed because of circumstances for which the Customer is responsible.
23.7.
No automatic penalty fee is charged for an uncollected consignment.
23.8.
For a prepaid order, refunds are handled according to the actual circumstances, the request submitted and applicable law.
24. Replacement product
24.1.
The law does not require the Merchant to voluntarily exchange goods that fully conform to the contract merely because the Customer prefers another product.
24.2.
Where the Consumer is within the withdrawal period, he may:
1) return the original goods following the withdrawal procedure;
2) to make a separate new order for the desired product.
24.3.
By mutual written consent, the Merchant may arrange a direct replacement.
24.4.
For a direct exchange, the following are clarified in advance:
1) the replacement product;
2) the possible price difference;
3) transport costs;
4) the implementation period;
5) the method of payment or refund of the difference.
24.5.
Where an exchange is made under a valid claim, the rules on bringing goods into conformity apply.
25. Unsolicited goods
25.1.
When the Consumer receives a commodity which he has not ordered and for which he has not entered into a contract, he is not obliged to pay for that commodity.
25.2.
The lack of response from the Consumer is not considered a purchase consent.
25.3.
The Consumer may notify the Merchant in order to verify the case and to arrange, where necessary, the receipt of the goods.
25.4.
This section does not apply to an obvious error in fulfilling a genuine order; that is handled under the procedure for incorrectly supplied goods.
26. Personal data on return
26.1.
The following data may be processed when handling a return:
1) name and surname;
2) email address;
3) telephone;
4) address for correspondence;
5) number and content of the order;
6) application number;
7) information on returned products;
8) the waybill and tracking number;
9) photos;
10) payment information;
11) IBAN where necessary for refund;
12) the content of correspondence;
13) information on the outcome of the verification;
14) data on refund carried out.
26.2.
The data shall be processed for:
1) identification of the order;
2) compliance with legal obligations;
3) acceptance and verification of returned goods;
4) refund of amounts;
5) accounting;
6) prevention of fraud;
7) establishment, exercise or defence of legal claims.
26.3.
Data may be provided to:
1) courier and postal operators;
2) myPOS;
3) banks and payment providers;
4) accounting and legal consultants;
5) competent state authorities;
6) other recipients where necessary and lawful.
26.4.
Detailed information is published in the Privacy Policy.
27. Contacts and assistance
27.1.
In the case of return questions, the Customer may contact:
LEAN BULGARIA OOD
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
27.2.
For faster processing, it is recommended that the message contains:
1) order number;
2) name of the Customer;
3) name of the product;
4) reason for the return;
5) a bill of lading number when the product has already been sent;
6) photographs where there is damage or non-conformity.
27.3.
The Merchant shall not require prior authorisation as a condition for the validity of a timely withdrawal right.
27.4.
The electronic form supports convenience and traceability; it does not restrict other permitted notification methods.
28. Entry into force
28.1.
This Returns Policy takes effect on the date shown in the ‘Effective from’ field.
28.2.
For the particular order, the version available to the Customer before the contract was concluded and provided on a durable medium applies.
28.3.
Changes in the current policy do not affect rights already acquired.
28.4.
If applicable law grants the Consumer a more favourable right, that statutory right prevails regardless of this policy.
Electronic application
Submit the request online to receive automatic confirmation, a unique reference number and a copy of the information submitted.