Overview

This policy defines the procedures and conditions for returning goods, canceling purchases, and submitting complaints for products purchased from Keter.tools.

Our goal is for our customers to shop with confidence, receiving high-quality products and reliable service.

1. Right of Withdrawal (Product Return)

Consumers have the right to withdraw from an online purchase within 14 days, without giving any reason.

2. Conditions for Return

  • The product must be in its original commercial condition — without signs of use, impacts, scratches, or damage.
  • It must be returned with the original packaging, labels, and all accompanying accessories.
  • Proof of purchase (invoice/receipt) must be included.

3. Non-Returnable Items

  • Products showing signs of use.
  • Products with missing parts or damaged packaging.
  • Specially ordered or custom-configured items.

4. Return Procedure

  • The customer submits a return request to: [email protected]
  • The product is sent back to the address provided by our team.
  • After receiving and inspecting the product, the amount will be refunded within 14 days via bank transfer or the original payment method.
  • Return shipping costs are borne by the customer, unless the return is due to a defect or error on our part.

Product Complaints and Warranty Claims

If a product has a manufacturing defect, does not match the description, or is damaged upon receipt, the customer has the right to file a complaint.

To do so, please provide:

  • Description of the issue
  • Photos or video of the defect
  • Order number or proof of purchase
  • Contact information for follow-up

Keter.tools offers the following possible resolutions:

  • Product repair
  • Replacement with a new product
  • Price reduction
  • Refund of the paid amount

The specific solution is determined based on the nature of the defect and the Consumer Protection Act.

Products Damaged During Transport:

  • Record the complaint with the courier upon delivery (if possible)
  • Contact us within 48 hours of receipt
  • Send photographic evidence of the damage
  • After review, we will provide a replacement or refund

Timeframes:

  • Response to complaint: within 7 business days
  • Final resolution and processing: within 30 days, as required by law

Contacts for Complaints and Returns:

  • Email: [email protected]
  • Phone: +359 89 666 6967
  • Address: 2100, Elin Pelin, Vitosha Blvd 8, Elektrosvyat Store

Additional Information:

  • Consumer Protection Act
  • European directives on consumer rights
  • Terms and conditions for online commerce

Our team is available to assist with any questions related to complaints, returns, or product issues.