Returns & Refunds

1. Right of withdrawal

Under Art. 50 of the Bulgarian Consumer Protection Act, you have the right to withdraw from the contract within 14 calendar days from the date you received the goods, without giving any reason.

2. When the right of withdrawal does not apply

• Goods made to order or to individual specifications.
• Sealed products that, by their nature, cannot be returned for hygiene reasons once opened.
• Goods that, by their nature, become inseparably mixed with other items.

3. How to request a return

1. Send a written notice to office@duelbg.com with the subject "Withdrawal from order #...".
2. Specify the order number, product(s) to return, and reason (optional).
3. You will receive a response and return instructions within 48 hours.
4. Pack the product in its original packaging with all accessories and documents.
5. Send it via courier to the address provided in the instructions.

4. Refund

• The amount is refunded within 14 days of receiving the returned goods.
• Refunds are processed via the same method used for payment (bank transfer, card).
• For cash-on-delivery orders, refunds are made via bank transfer.

5. Return shipping costs

• Courier costs for the return are borne by the buyer.
• Exception: if the goods are defective or were sent in error by us — courier costs are on us.

6. Defect complaints

• If you receive defective goods, please contact us within 14 days at office@duelbg.com.
• Attach a photo/video of the defect and the order number.
• We will arrange a free replacement or return depending on the situation.

7. Warranty

• Standard warranty for consumers: 2 years under the Bulgarian CPA.
• For B2B clients: 12 months unless agreed otherwise.
• Additional warranties: as per the manufacturer's warranties (Danfoss, Embraco, Toshiba and others).

8. Return address

Duel EOOD
2 Tsanko Dyustabanov Str.
9000 Varna
For courier shipments: please include the order number on the accompanying document.

9. Contact

For return and complaint questions:

• Email: office@duelbg.com
• Phone: +359 88 595 0450 (Varna) / +359 2 9560016 (Sofia)