Complaints, returns and exchanges

Complaints, returns and exchanges

These terms apply to purchases made through the B2B platform by companies and organisations for commercial or professional purposes.

Choose the appropriate procedure depending on whether the complaint concerns an end customer of your retail outlet or a discrepancy in a delivery made to you.

1. Customer complaint

A customer complaint is submitted by the B2B partner to sales@sportdepot.bg using the completed complaint form. Address the message to the Wholesale Sales Department.

The form and attachments must include:

• name of the B2B customer;
• number of the purchase document issued by SPORT DEPOT;
• item number and name of the item;
• quantity of affected items;
• copy of the end customer’s purchase document;
• photographs of the defect;
• description of the defect or identified non-conformity.

1.1. Review and written decision

If information is incomplete, we will tell you what needs to be added.

Within 14 business days of receiving the complaint with all required documents and information, you will receive a written decision approving or rejecting it.

If a complaint is rejected, SPORT DEPOT prepares a report with a reasoned decision, which the B2B partner may present to the end customer.

2. Delivery discrepancy affecting the B2B partner

Check the goods received against the issued invoice.

If items are missing, products have been delivered incorrectly or another discrepancy is identified, notify SPORT DEPOT in writing at sales@sportdepot.bg within 3 business days of receipt.

State the order or invoice number, item number and a description of the discrepancy. Claims for shortages and delivery errors are not accepted after this period expires.

3. Returns and exchanges

Returns are not accepted outside the cases listed below. All returns require prior approval.

An item, size or model may be exchanged only with prior written approval from the Wholesale Sales Department.

A return is accepted in the event of:

• an identified product defect;
• an item delivered incorrectly due to an error by SPORT DEPOT.

3.1. Request, approval and condition of the goods

Before dispatching the goods, submit a written request to sales@sportdepot.bg and wait for prior approval from the Wholesale Sales Department. State the name and UIC of the B2B customer, a contact person and telephone number, the order or invoice number, the item number and the requested action.

Returned goods must be:

• in good, saleable condition;
• in the original packaging and with the original labels, where applicable;
• accompanied by the relevant purchase document and warranty card, where one has been issued.

4. Transport and return address

For an approved return, transport costs are borne by the customer unless the return results from an error by SPORT DEPOT or the agreed terms provide otherwise.

Where transport is at SPORT DEPOT’s expense, the dispatch method is determined in accordance with the agreed terms. In all other cases, use a courier approved in advance—SPEEDY or ECONT. After dispatch, email the consignment note number to sales@sportdepot.bg.

Return address: Wholesale Sales Department, SPORT DEPOT building, Business Park Sofia, 6 Vasil Radoslavov St., Sofia 1715, Bulgaria.

5. Refunds

Refunds are made according to the original payment method by:

• bank transfer;
• postal money order;
• refund to the same card where the original payment was made by card.

5.1. Refund details

If a card refund is unsuccessful, the B2B customer will be asked to provide a bank account held in the name of the contracting B2B customer.

For a bank transfer refund, the account must be held by the contracting B2B customer. Payment to another person is made only after evidence of authority to represent has been provided.

For a postal money order, the details of the duly authorised recipient and an exact address are required. Incomplete or incorrect information may cause a delay.