Right of withdrawal and returns

This English text is provided for convenience only. The legally binding version is the Bulgarian one — see the Bulgarian page. In case of any discrepancy, the Bulgarian text prevails.

Important: we refund the test only if the kit is unopened. Once the sealed packaging of the kit or of any of the consumables in it has been opened or broken, the test cannot be returned and the amount is not refunded (ЗЗП, Art. 57, point 5).

1. Right of withdrawal — 14 days

You can withdraw from the contract without giving any reason within 14 days of the day on which you, or a person designated by you (other than the courier), receive the goods. For an order with a test, the period runs from the day you receive the kit; for several goods delivered separately — from receipt of the last one. If the contract is for a service only, the period runs from its conclusion (ЗЗП, Art. 50).

2. How to withdraw

• Online — “Withdraw from the contract here” (the link is in the footer of every page). You enter your name, order number and email and press “I confirm the withdrawal”; you immediately receive an email confirmation with the content, date and time (ЗЗП, Art. 52a).
• By an unequivocal statement to info@bugspeaks.bg or by letter to Microbiome Center Varna OOD, 19 Sveta Ekaterina St., Vinitsa, Primorski district, 9000 Varna, Bulgaria.
• Using the standard form below (optional — not mandatory).

3. What happens next

• We refund all amounts received from you, including for delivery to you, within 14 days of receiving the statement, using the same means of payment you used, unless we agree otherwise (ЗЗП, Art. 54). We may withhold the refund until we receive the goods back or until you show us that you have sent them.
• A bundle is one product with one price. It can only be returned as a whole — within 14 days and only if all kits in it are unopened; we then refund the full amount. If any kit has been opened, the bundle cannot be returned (Art. 57(5) ЗЗП).
• Return the goods within 14 days of the statement — the kit with its sealed packaging intact. The direct costs of returning them are borne by you (ЗЗП, Art. 55).
• You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics. If the returned kit turns out to have been opened, the amount for the test is not refunded (section 4).
• If you withdraw from the test, the personalised probiotic ordered with it in a bundle is also cancelled — at no cost to you (ЗЗП, Art. 56).

4. When the right of withdrawal does not apply (ЗЗП, Art. 57)

• The test, once you have opened the kit (point 5). The kit contains sealed, sterile consumables for a biological sample; once opened, it cannot be returned for reasons of hygiene and health protection, and without it the analysis cannot be performed. The kit is opened when the sealed packaging of the kit or of any of the consumables in it has been opened or broken. We therefore refund the test only for an unopened kit. If the kit arrives with broken packaging, do not use it — write to us and we will send you a new one at no charge.
• The personalised probiotic — it is made according to your individual results (point 3).
• The analysis, once it has been fully performed — where you expressly asked for the analysis to begin before the end of the withdrawal period and confirmed that you know you lose the right of withdrawal once it has been fully performed (point 1).

If your right of withdrawal from the analysis has not lapsed and you asked for the analysis to begin before the end of the 14-day period, then if you withdraw before it is completed, you owe an amount proportionate to what was performed up to the moment you notify us (ЗЗП, Art. 55(5)).

An unusable sample is not a withdrawal from the contract — what happens depends on the reason (section 8 of the Terms and Conditions). If the reason is on your side (for example spilled liquid or instructions not followed), the first new kit is free, every further one costs €40 and the amount for the test is not refunded. If it is on our side — a new kit at no charge and, if the analysis is impossible, a refund.

5. Legal guarantee of conformity

• Goods (the kit, the probiotic): we are liable for any lack of conformity that exists at delivery and becomes apparent within two years of it (ЗПЦСЦУПС, Art. 31). A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery (Art. 32).
• You choose whether the goods are repaired or replaced — free of charge and within a reasonable time, up to one month (Arts. 33–34). Where that is impossible or inappropriate — a price reduction or termination of the contract.
• The service (the analysis and the report): if it is not in conformity with the contract, we will correct it at no extra charge and, if that is not possible, refund what you paid for it. A complaint about the service can be made within two years, but no later than 14 days after you discover the lack of conformity (ЗЗП, Arts. 122–123).
• Complaints: to info@bugspeaks.bg, by phone on +359 876 140 111 or at the company's address. Give the order, the problem and what you are asking for; a photo helps. We confirm the complaint with a number and date and keep a register of complaints.

6. If we cannot agree

You can turn to the conciliation commissions for alternative resolution of consumer disputes at the Commission for Consumer Protection (КЗП): www.kzp.bg, 1 Vrabcha St. (ул. „Врабча“ № 1), floors 3–5, Sofia 1000, tel. 0700 111 22 — or to the courts.

7. Standard withdrawal form (Annex No. 6 to ЗЗП)

(complete and return this form only if you wish to withdraw from the contract)

• To Microbiome Center Varna OOD, 19 Sveta Ekaterina St., Vinitsa, Primorski district, 9000 Varna, Bulgaria, info@bugspeaks.bg:
• 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. You do not have to use this form — you can also withdraw online (“Withdraw from the contract here”, linked in the footer of every page) or with any other clear statement.