Guarantees and complaints

This page explains the legal guarantee and how to make a complaint about an online purchase from reds.bg. Statutory rights for defective or non-conforming goods also apply to consumer purchases in REDS physical stores.

Two-year legal guarantee

As the seller, Ен Би Джи ЕООД (En Bi Ji Ltd.) is liable for any lack of conformity that existed when the goods were delivered and becomes apparent within two years of delivery. This applies to jewellery, watches and other consumer goods, including discounted products.

The legal guarantee means that goods must meet their agreed description, quality and purpose, as well as the applicable statutory conformity requirements. It is not limited to manufacturing defects. A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery, unless proved otherwise or this presumption is incompatible with the nature of the goods or the defect.

The two-year period is suspended for the time needed to repair or replace the goods. A complaint about non-conformity is not limited to 14 days and does not require the goods to be unused or in their original packaging.

Your remedies

You may choose repair or replacement free of charge, unless your chosen remedy is impossible or would impose disproportionate costs compared with the other remedy. The seller may refuse to bring the goods into conformity only in the circumstances provided by law.

For goods without digital elements, repair or replacement must be completed within one month after the seller is informed of the non-conformity, without significant inconvenience to you. For goods with digital elements, the statutory requirement for a reasonable time applies. The seller bears the necessary costs of bringing the goods into conformity, including transport, labour and materials.

You may request a proportionate price reduction or termination of the contract if repair or replacement has not been carried out as required by law, the seller has refused these remedies, the non-conformity reappears after an attempt to remedy it, the defect is sufficiently serious, or it is clear that it will not be remedied within a reasonable time and without significant inconvenience. For durable goods and goods with digital elements, the seller is entitled to a second attempt to bring the goods into conformity if the non-conformity reappears. You cannot terminate the contract for a minor lack of conformity; the seller must prove that it is minor.

If you terminate the contract because of non-conformity, you must return the goods within 14 days of notifying the seller, at the seller's expense. The price is refunded upon receipt of the goods or evidence that they have been sent back, using the original payment method unless you expressly agree to another method at no cost to you.

How to make a complaint

You can submit a complaint orally or in writing to Ен Би Джи ЕООД (En Bi Ji Ltd.):

• by email: office@reds.bg;
• by phone: 0888 633 077;
• at: 180 Vitosha Blvd., floor 4, apartment 7, Sofia, Bulgaria;
• at the store where you purchased the goods or another outlet of the same seller carrying out similar activities, throughout its opening hours. The choice is yours.

Identify the product and the problem, your preferred remedy, the amount claimed where applicable, and a contact address. Provide a receipt, invoice or other document proving payment, along with any documents supporting your complaint that you have. Photos and your order number can help us process it more quickly. An original warranty card is not the only acceptable document and is not a condition for exercising your statutory rights.

When accepting a complaint, we enter it in a register and provide a document showing the date, registration number, type of goods and the signature of the person accepting it. Contact us to arrange any necessary transport. Contacting us in advance helps with processing and is not a condition for the validity of a complaint submitted in time.

Commercial warranties

If a separate commercial warranty is provided for a particular product by its manufacturer or another guarantor, its duration, coverage, territory and procedure are set out in the warranty statement and applicable advertising. It supplements the legal guarantee and does not replace or shorten it. A commercial warranty statement is provided in Bulgarian on a durable medium no later than delivery. More favourable terms promised at the time of purchase remain applicable.

Wear and damage during use

Normal wear and damage caused after delivery by impact, misuse, unsuitable storage or intervention are not, by themselves, non-conformity for which the seller is liable. Each case is assessed according to the cause of the specific problem and the statutory rules on evidence. Repair by a third party, missing packaging or a general reference to “misuse” does not automatically remove all statutory rights.

Complaints and change-of-mind returns

A complaint about a defect is different from withdrawing from an online purchase without giving a reason. For online purchases, the deadline for notifying us of withdrawal is 14 calendar days from receipt, subject to the statutory conditions and exceptions.

REDS does not offer voluntary 14-day change-of-mind returns for conforming goods purchased under contracts concluded in its physical stores. This does not restrict statutory rights for defective or non-conforming goods. Collecting goods in a store does not remove the right of withdrawal under a contract already concluded online.

See our returns and exchanges policy and terms for online sales. Making a complaint does not restrict your right to seek protection from the Bulgarian Commission for Consumer Protection or through the courts.