Withdrawal and returns

Withdrawal and Returns

Effective from 21 October 2026

This page describes how to withdraw from an order and return goods. The full terms are in the Terms and Conditions, section VIII.

Withdrawal is different from a complaint. When the goods are defective or do not conform to what was ordered, this is a complaint — see point 6 below.

1. Right of withdrawal — 14 days, without giving any reason

If you are a consumer (you buy as a private individual, not for a professional activity), you may withdraw from the contract within 14 days from the day on which you or a person nominated by you took delivery of the goods. If the order is delivered in parts — within 14 days from the receipt of the last part.

2. How to withdraw

Choose one of three ways:

  1. Online — with the “Withdraw from contract here” form below. You fill in the details, press “Confirm withdrawal” and immediately receive a confirmation by email.
  2. By email to sales@mechatronics.bg. State the order number and the goods you are withdrawing from.
  3. By letter to „МЕХАТРОНИКС“ ЕООД (MECHATRONICS EOOD), Plovdiv, 17 Kuklensko shose Blvd., hall 7 (гр. Пловдив, бул. „Кукленско шосе“ 17, хале 7). You may use the model withdrawal form.

The time limit is met if you send your withdrawal before it expires.

Fill in the fields and press “Confirm withdrawal”. You will receive a confirmation by email right away.

The address used for the order.
Scope of the withdrawal

3. How to return the goods

  • Send the goods back within 14 days of withdrawing, to the address: Plovdiv, 17 Kuklensko shose Blvd., hall 7 — by a courier of your choice.
  • The goods must be in the condition in which you received them, with all accessories and documentation and, if possible, in the original packaging.
  • The direct costs of returning the goods are borne by you. We do not accept parcels sent cash on delivery or with delivery charges payable by the recipient.
  • Pack the goods so that they are not damaged in transit. Put the order number in the parcel.

4. When and how we refund you

  • We refund the entire amount received, including the standard delivery to you, within 14 days of receiving your withdrawal.
  • We may withhold the refund until we have received the goods or evidence that they have been sent back.
  • We refund the money by the method you paid with:
    • for a card payment — to the same card;
    • for a bank transfer — to the account from which the payment was made;
    • for cash on delivery — to a bank account (IBAN) that you give us.
  • If you chose a more expensive delivery method than the standard one, the difference is not refunded.
  • If the value of the goods has been diminished because they were handled beyond what is necessary to establish their nature, characteristics and functioning, we may deduct the diminished value. Example: equipment that has been installed and powered up, a cut cable.

5. When the right of withdrawal does not apply

  • Goods made to your order or prepared to your specifications, for example:
    • cables cut to a requested length;
    • panels and kits assembled to a specification;
    • equipment configured or programmed to a specification;
    • products supplied specially for you from outside our stock.

    We will warn you about this before you order.

  • Purchases by businesses and for a professional activity. A return is possible only under a prior written agreement.

6. Complaints — defect or lack of conformity

If the goods are damaged, defective or do not conform to what was ordered, write to sales@mechatronics.bg. Give:

  • the order number or the invoice number;
  • the catalogue number;
  • a description of the problem, photographs and, if possible, the error code.

As a consumer, you are entitled to have the goods repaired or replaced at no cost to you. If this does not happen, you are entitled to a price reduction or to termination of the contract. We are liable for a lack of conformity that becomes apparent within 2 years of delivery, and you can make a complaint within the same period (Act on the Provision of Digital Content and Digital Services and on the Sale of Goods, Art. 31 and Art. 45). Details are in the Terms and Conditions, section IX, and on the “Your Europe” portal: europa.eu/youreurope/guarantees.

For visible transport damage, draw up a damage report with the courier on receipt — see Delivery.