Returns

Under Art. 50 of the Consumer Protection Act (Zakon za zashtita na potrebitelite), the customer has the right to return the purchased goods within 14 days / calendar days/ of the date of receipt, provided the following conditions are met:

  • In addition to the form for returning purchased goods, the parcel sent back must also include the proof of purchase (cash receipt, invoice). It is a mandatory condition that the purchased products are in perfect commercial condition, with intact packaging and unused. The goods may be returned to the company's office by courier.

  • Transport costs are borne by the Customer and are not refunded. Parcels sent cash on delivery are not accepted. After the returned goods have been received and inspected (information, about which will be sent by e-mail or phone), the Customer is refunded the value of the goods and of the standard delivery to them (excluding the costs of the return shipment) – in the same way as the payment was made, and for cash on delivery – to a bank account specified by the Customer, within 14 (fourteen) days.

  • Goods whose return/complaint cannot be accepted (e.g. if sent after the stated period, if not accompanied by a cash receipt, if unpacked) will be sent back to the Customer at the Customer's expense.

  • If for some reason the Customer has made a mistake and specified a different product from the one they wanted, and did not notice the mistake before the order was shipped, they may contact the company's office so that a decision can be made on how to proceed. Each case is considered individually. The costs of returning a product and sending the newly ordered one are borne by the Customer. If the new order is more expensive, the difference must be paid. The supplier is entitled to refuse the return of a product at its discretion if the circumstances require it.

  • Any goods that do not match those ordered by the Customer are subject to complaint. The Customer may refuse them on receipt from the courier and not accept them. If the goods received clearly do not match those ordered, contact us immediately on one of the phone numbers listed on the site.

  • The mismatch is checked against the product name in the order and the name of the product received by the Customer. If such an error is found, the Customer returns the product at the Supplier's expense and is sent the correct one. If, on receipt, the goods have damaged or torn packaging, the complaint will be accepted only in the presence of the courier at the time of receipt of the goods. In this case, contact us immediately by phone or make a complaint to the courier. The complaint is certified by an entry in the waybill made by the recipient at the time of receipt of the parcel. Complaints concerning mechanical damage that occurred during transport will be considered only on the basis of a complaint report drawn up in the presence of the courier. In case of visible damage to the parcel at the time of its handover, a statement of findings is drawn up (in two identical copies) describing the condition found of the parcel and its packaging. In this case the Customer may refuse to receive the parcel or accept it at their own risk. If a Customer accepts such a parcel and does not raise their claims with the courier on receipt, the responsibility for the complaint is transferred to the courier who delivered the parcel to the Customer. In such circumstances, the complaint conditions for parcels of the respective courier company apply.

  • When a complaint is filed within 14 (fourteen) business days of the date of purchase, in compliance with all the shop's conditions and all applicable legal provisions, the Customer may claim a refund of the amount paid, replacement of the goods with other goods, or a price reduction. All costs incurred by the customer for receiving and returning the purchased goods, bank commissions and other costs beyond the value of the goods are borne by the Customer. A person who is a third party at the receipt of the parcel and is not its main payer has no right to file a complaint.

  • Where amounts paid by card for contracted services performed by us need to be refunded, we will do so through a credit transaction to the card used for the payment.

How to return an item

From your account (easiest): log in to your account, open "Order history" and select the order. Once the order has been delivered, there is a "Return request" below it: tick the products, describe the reason and press the button. The request comes to us, and you can follow its status in your account under "Merchandise returns". The button is shown for up to 14 days after receipt.

By email: if you ordered without registering or don't want to use your account, follow the steps below.

  • Download the goods return form HERE, fill in all the details and send the file to shop@trueriders.bg;

  • Within 3 business days, a Trueriders.bg employee will contact you to clarify the details;
  • Refunds are made within 14 days of receipt of the returned goods.