RETURNS
Returns & Claims
Changed your mind or received a damaged product? Here is how returns and claims work with us — clearly and fairly.
Days to return
Right of withdrawal for consumers, counted from delivery.
Check on delivery
Inspect the boxes with the courier — any damage is noted in a protocol.
Right of withdrawal (14 days)
As a consumer, you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason. For us to accept a return, the goods must reach us in the condition in which they left our warehouse: unused, in full, unopened original boxes and in a condition fit for resale.
Please note that we cannot accept opened boxes or tiles that have been installed or have adhesive applied to them. Tiles are a building material — once a box has been opened or a tile has been worked with, it can no longer be offered to another client, which is why keeping the original packaging intact is essential.
Return shipping is at the client's expense, unless the return is due to an error on our side. If the value of the goods has decreased as a result of handling beyond what is necessary to inspect them, the refunded amount may be reduced accordingly.
How the return works
Simply contact us at office@ac-at.com or on 0879 54 79 92, quoting your order number and briefly describing the reason. In case of damage, photos of the boxes and tiles will help us resolve the case faster.
We will confirm the return and arrange the most convenient way to send the goods back — by courier or by dropping them off at our store at 16 Samokovsko Shose St., Sofia. Once we receive and inspect the goods, we refund the amount by bank transfer within 14 days.
What cannot be returned
Opened boxes and tiles that have been installed or worked with adhesive cannot be returned. The same applies to adhesives and grouts with opened packaging, as well as to products manufactured or ordered individually for the client (factory orders) — these are excluded from the 14-day right of withdrawal by law.
This is precisely why we recommend inspecting the tiles carefully before installation begins: shade, calibre and appearance are checked with the boxes still intact, and installation should only start once you are certain everything is as expected.
Claims
Transport damage. Inspect the shipment upon delivery. Visible damage should be noted in a protocol with the courier and reported to us within 48 hours, together with photos — this allows us to process the claim with the carrier and resolve it quickly.
Visible defects. Claims for visible defects are accepted before installation. Inspect the tiles when you receive them — installed tiles with defects that were visible beforehand cannot be accepted as a claim.
When a claim is justified, we resolve it the way that works best for you: we replace the goods, offer a price reduction or refund the amount, in accordance with the law.
Good to know about tiles
Shade and calibre naturally vary between production batches. Before installation, make sure all boxes are from the same batch, and order the full quantity at once with a 10–15% reserve for cutting. Differences in shade or calibre between separately ordered batches are a characteristic of ceramic production, not a defect.
Supervisory authority: Commission for Consumer Protection (kzp.bg) · EU online dispute resolution: ec.europa.eu/consumers/odr