Exchange and Return
- After purchasing an item, you have the right to exchange or return it within 30 days from the date of order registration.
- You are entitled to a return for size exchange or refund after submitting a request through your account. If you wish to exchange an item, please download the "Return and Exchange" form from your account in the online store.
- For orders placed through "quick order," the return request should be sent to the following email: estore@palltex.com.
- Exchanges and returns are NOT accepted or processed over the phone!
- You are entitled to exchange or return purchased goods only if they are in an intact commercial condition and in the same state as when you received them.
- You are not entitled to an exchange or return if the packaging is damaged and/or there are damages affecting the quality, functionality, integrity, or commercial appearance of the goods.
- The refund amount is equal to the value of the purchased products, excluding the courier service fee, and is received via bank transfer.
- For exchanges or returns, the cost of the courier service is at the CLIENT's expense.
- The processing time for an exchange or return request is 30 days.
- In case of issues, the processing time may be extended only after notification from the Merchant to the Client.
Warranty and Complaints
- Every item that does not meet the client's specifications is subject to complaint.
- In case of an obvious discrepancy between the received item and the one ordered, please contact us immediately using the phone numbers provided on our official website https://palltex.bg.
- Goods for which the client was previously warned of a discrepancy or defect are not subject to complaint.
- If a defect, which is factory-related, is detected upon receipt of the goods in the presence of the courier, please contact us at tel. 02/ 904 74 60.
- When filing a complaint within 30 (thirty) days of purchase, adhering to all store conditions and legal provisions, the client may request a refund, exchange the item for another, or receive a discount on the purchased product.
- All costs incurred by the client for receiving and returning the purchased goods, apart from the product value, are at the client's expense.
- A third party receiving the shipment, who is not the primary payer, has no right to file a complaint. Complaints are accepted and processed only through the return form on the website, in your account, or via email at estore@palltex.com.
- Complaints are not accepted or processed over the phone. After accepting the complaint as valid, Palltex.bg will notify the client via email and take the following actions to address the complaint:
- Send the client a new product of the same type at its own expense;
- If the same product cannot be provided, offer an alternative product of the same value;
- If the same product cannot be provided, Palltex.bg will refund the client within the legally established period.
- The complaint must be accompanied by a photo of the damaged/broken item or element; otherwise, the complaint will not be honored!
- For goods subject to a warranty, the client will receive a warranty card detailing the conditions of the warranty service.
- For low-budget items or certain manufacturers, no warranty card is issued.
- The receipt serves as the warranty document.
- For the warranty to be valid, you must have a receipt or other document proving the purchase. In case of a problem or damage, you should contact us via email or phone.
- For any questions regarding warranty and complaints, send your inquiries to email estore@palltex.com.