Delivery and complaints

Delivery

You receive your orders in the most convenient way for you. For your convenience, we offer the following delivery methods:

Delivery to Bulgaria

  • To address: Via courier company ECONT , to the address specified by you.

  • To office: Possibility to receive the shipment in person at the nearest ECONT office.

All shipments within Bulgaria are sent with an option for inspection and testing , where applicable.

International delivery (European Union)

  • International orders to European Union countries are sent via Bulgarian Post (standard international shipment).

  • Delivery time is usually 5–7 business days , depending on the recipient's country.


Processing and delivery time

  • Orders placed on business days are processed the same or next day .

  • Orders placed on non-working days (Saturday and Sunday) are processed on the first following working day .

  • Total request processing may take 1 to 3 business days .

After shipping, delivery to the customer takes:

  • 1–2 business days within Bulgaria.

  • 5–7 business days for international orders within the European Union.

In 90% of cases, you will receive your order within the first or second day after shipment.

Returns and complaints

According to the Consumer Protection Act , customers - individuals - have the right to withdraw from the distance contract within 14 (fourteen) days from the date of receipt of the goods, without giving a reason , except in cases expressly provided for by law.

Limitations on the right of withdrawal

Due to the nature of the products offered - research reagents requiring sterility and stability , the right of withdrawal does not apply to:

  • products with a damaged, open or unsealed vial ;

  • products that have been used or diluted ;

  • products in which sterility is impaired;

Claim

A complaint is accepted in case of non-compliance of the product with the contract , including in the following cases:

  • proven manufacturing defect by LC-MS or HPLC analysis ;

  • shipping error (received a different product than ordered).

Claim deadline

A complaint can be filed within 1 (one) month from the discovery of the non-conformity , but no later than the legally established deadlines, starting from the date of receipt of the product.

A manufacturing defect can be detected after opening the vial , when this is necessary for the normal use of the product.

Conditions for considering the complaint

The product must:

  • not be intentionally damaged ;

  • be provided for inspection together with the packaging and label (where applicable).

If necessary, PurePeptide EOOD may request additional information.

Transportation costs

  • In case of a confirmed manufacturing defect or shipping error , the shipping costs are borne by PurePeptide Ltd. .

Payment

  • Bulgaria: Payment is made by cash on delivery or credit/debit card - you pay the value of the order upon receipt from the courier.

  • International orders (EU): Payment is made online by debit or credit card at the time of ordering.