This Delivery, Returns and Refunds Policy applies to purchases made through balkantitles.com, operated by:

GENTEK EOOD
UIC: 175399870
VAT number: BG175399870

35A Kazbek Street
Manastirski Livadi – West
Vitosha District
1618 Sofia
Bulgaria

Email: info@balkantitles.com

1. Delivery Options

Balkan Titles offers certificates in the following formats:

Digital PDF Certificate

The standard product is supplied as a personalised digital certificate in PDF format.

The PDF certificate is delivered electronically to the email address provided during checkout. No physical product is included unless the Customer selects and pays for a printed certificate.

Customers are responsible for:

Providing a correct and active email address;
Checking their inbox, spam and junk folders;
Ensuring that their device can open PDF files;
Downloading and securely storing the certificate.

Please contact us at info@balkantitles.com if you have not received your certificate within the delivery period stated on the website or in your order confirmation.

Printed Certificate

Customers may choose to purchase a printed version of their certificate for an additional fee.

The additional price for printing, packaging and delivery will be displayed before the order is completed.

Printed certificates are delivered to the address provided during checkout. Available delivery methods, prices and estimated delivery periods will be shown before payment.

Purchasing a printed certificate is optional. Customers who do not select this option will receive only the digital PDF certificate.

2. Digital Delivery

Digital PDF certificates are normally sent to the email address provided with the order.

Delivery may be delayed where:

Incorrect or incomplete personalisation information has been provided;
The email address is incorrect;
Payment has not been completed;
Additional information is required from the Customer;
A technical problem occurs.

Customers should contact us if they believe the certificate has not been delivered successfully.

3. Delivery of Printed Certificates

Printed certificates are prepared after the order and payment have been confirmed.

Estimated production and delivery times are provided for guidance and are not guaranteed unless expressly agreed in writing.

Delivery may be affected by:

The destination country;
Courier or postal service delays;
Public holidays;
Customs procedures;
Incorrect delivery information;
Circumstances outside our reasonable control.

The Customer is responsible for providing a complete and accurate delivery address.

Where a certificate is returned because the address was incorrect, incomplete or the Customer failed to accept or collect the delivery, an additional delivery fee may apply before it is sent again.

4. Delivery Charges

Digital PDF delivery is included in the product price unless otherwise stated.

Printed certificates are subject to an additional charge covering some or all of the following:

Printing;
Packaging;
Handling;
Postal or courier delivery.

The total additional charge will be shown during checkout before the Customer confirms the order.

Customers outside Bulgaria may also be responsible for customs duties, import taxes or local handling charges imposed by the destination country.

5. Checking Your Personalisation Information

Customers must carefully review all personalisation information before submitting an order, including:

Names;
Dates;
Titles;
Messages;
Dedications;
Spelling;
Capitalisation;
Delivery details.

Certificates may be produced using the information exactly as submitted.

Please contact us immediately at info@balkantitles.com if you notice an error after placing an order. We will try to make the requested correction, but changes cannot be guaranteed once production has started or the PDF certificate has been created.

6. Right to Cancel and Return

Customers may request cancellation or return within 14 days.

For printed certificates, the 14-day period begins on the day after the Customer, or another person nominated by the Customer, receives the printed certificate.

To request a return, the Customer must notify us within the 14-day period by emailing:

info@balkantitles.com

The email should include:

The Customer’s name;
Order number;
Product being returned;
Reason for the return, where the Customer wishes to provide one.

Customers are not required to give a reason when exercising an applicable statutory right of withdrawal.

7. Return Conditions

To qualify for a return, a printed certificate must be:

Returned within 14 days of notifying us;
In its original condition;
Unused and undamaged;
Returned with its original packaging where reasonably possible;
Securely packaged to prevent damage in transit.

The Customer may inspect the product only to the extent reasonably necessary to confirm its nature and condition.

We may reduce the refund where the product has lost value because it was handled beyond what was reasonably necessary.

8. Return Delivery Costs

Unless the printed certificate is defective, damaged or incorrectly supplied by us, the Customer is responsible for the direct cost of returning it.

We recommend using a tracked delivery service and keeping proof of postage.

Balkan Titles is not responsible for returned products that are lost or damaged before reaching us.

Return instructions and the applicable return address will be provided after the Customer contacts us.

Products should not be returned without first contacting info@balkantitles.com.

9. Digital PDF Certificates

A digital PDF certificate cannot be physically returned.

Where the Customer has requested immediate delivery of the digital certificate and the PDF has already been created, sent, downloaded or accessed, the right to cancel may be limited in accordance with applicable consumer law.

This does not affect the Customer’s rights where the digital certificate:

Cannot be opened or downloaded;
Contains an error caused by Balkan Titles;
Is materially different from the product ordered;
Has not been delivered;
Is otherwise defective or not in conformity with the order.

Where we have made an error in the digital certificate, we will normally correct and resend it without additional charge.

10. Personalised Certificates

Certificates are created using information supplied by the Customer.

Where a certificate has been correctly produced using the personalisation details submitted during checkout, an error made by the Customer does not constitute a product defect.

Nevertheless, Customers may contact us within 14 days to request a return or correction. We will review each request in accordance with this Policy and applicable consumer law.

Certificates containing an error caused by Balkan Titles will be corrected or replaced without additional charge.

11. Damaged or Incorrect Printed Certificates

Customers should inspect printed certificates as soon as possible after delivery.

Please contact us promptly if the certificate:

Arrives damaged;
Contains a printing error caused by us;
Is different from the certificate ordered;
Is incomplete;
Has been supplied in the wrong format.

Please send the following to info@balkantitles.com:

Your order number;
A description of the issue;
Clear photographs showing the problem;
Photographs of the packaging where the product was damaged during delivery.

Where the complaint is accepted, we may offer:

A corrected digital certificate;
A replacement printed certificate;
A full or partial refund;
Another appropriate remedy agreed with the Customer.

The Customer will not be required to pay return or replacement delivery costs where the product is damaged, defective or incorrectly supplied by us.

12. Refunds

Approved refunds will normally be issued through the same payment method used for the original purchase.

Refunds will be processed without undue delay and normally no later than 14 days after we receive the cancellation request.

For returned printed certificates, we may wait until:

We receive the returned product; or
The Customer provides evidence that the product has been sent back,

whichever occurs first.

Depending on the payment provider or bank, additional processing time may be required before the refunded amount appears in the Customer’s account.

13. Delivery Fees and Refunds

Where a Customer validly cancels an eligible order, the refund will include the cost of the least expensive standard delivery option offered at the time of purchase, where required by law.

Additional charges resulting from the Customer choosing express, premium or another more expensive delivery service are not refundable unless the delivery was defective or incorrectly performed.

Return delivery costs are not refundable unless the product was damaged, defective or incorrectly supplied.

14. Non-Refundable Costs

Subject to applicable consumer law, the following may not be refundable:

Express or premium delivery upgrades;
Additional delivery attempts caused by an incorrect address;
Customs duties and import charges;
Return delivery costs for non-defective products;
Products damaged through improper handling by the Customer;
Corrections required because the Customer submitted incorrect personalisation information.

Nothing in this Policy limits the Customer’s mandatory statutory rights.

15. Order Cancellations Before Delivery

To cancel an order, contact us as soon as possible at:

info@balkantitles.com

Please include your name and order number.

Where production of a printed certificate has not started and the digital certificate has not yet been delivered, we will normally be able to cancel the order and issue a refund.

Where the certificate has already been produced, sent or accessed, cancellation may be subject to the rules concerning digital and personalised products.

16. Exchanges

We do not normally offer direct exchanges.

Where an exchange is approved, the Customer may be asked to return the original printed certificate before a replacement is sent.

Any difference in product, printing or delivery price must be paid before the replacement is processed.

17. Legal Rights

This Policy does not limit or exclude any mandatory rights available to Consumers under Bulgarian or European Union consumer-protection law.

EU consumers generally have a 14-day withdrawal period for eligible online purchases, although legal exceptions may apply to personalised goods and digital content supplied immediately with the Customer’s express consent.

18. Contact Us

For delivery questions, cancellations, returns, corrections or refund requests, contact:

GENTEK EOOD
UIC: 175399870
VAT number: BG175399870

35A Kazbek Street
Manastirski Livadi – West
Vitosha District
1618 Sofia
Bulgaria

Email: info@balkantitles.com
Website: https://balkantitles.com/