- Complaints and warranty claims

Terms & Conditions

COMPLAINTS AND WARRANTY CLAIMS

Dear Customers,

BODY MARBLE MAGIC EOOD guarantees your right to submit a complaint in accordance with Bulgarian and European consumer protection legislation. Following delivery and receipt of the goods, you have the right to submit a complaint concerning goods with:

  • a manufacturing defect;
  • non-conformity with the ordered model or description;
  • damage caused during transport and identified immediately upon delivery.
  1. Time Limit and Methods for Submitting a Complaint
  2. BODY MARBLE MAGIC EOOD shall be liable for any lack of conformity of the goods with the sales contract which existed at the time of delivery and becomes apparent within two years of the delivery of the goods.
  3. Where a lack of conformity is identified, the consumer has the right to submit a complaint.
  4. The goods may be brought into conformity by replacement, unless the chosen remedy is impossible or would impose disproportionate costs on the Trader.
  5. Where the goods do not meet the individual requirements for conformity with the contract, the objective requirements for conformity, or the requirements relating to the installation or fitting of the goods, the consumer has the right to:
  • submit a complaint and request that BODY MARBLE MAGIC EOOD bring the goods into conformity;
  • receive a proportionate reduction in the price;
  • terminate the contract.
  1. Where the consumer requests that the goods be brought into conformity, the consumer may choose between repair and replacement, unless the chosen remedy is impossible or would impose disproportionately high costs on the Trader, taking into account all circumstances of the specific case, including:
  • the value the goods would have had if there had been no lack of conformity;
  • the significance of the lack of conformity;
  • whether the alternative remedy could be provided without significant inconvenience to the consumer.
  1. BODY MARBLE MAGIC EOOD has the right to refuse to bring the goods into conformity where replacement is impossible or would impose disproportionately high costs on the Company.
  2. The consumer has the right to a proportionate reduction in the price or to terminate the sales contract where:
  • BODY MARBLE MAGIC EOOD has not repaired or replaced the goods;
  • BODY MARBLE MAGIC EOOD has refused to bring the goods into conformity;
  • a lack of conformity appears despite the measures taken by BODY MARBLE MAGIC EOOD to bring the goods into conformity, provided that, in the case of durable goods, BODY MARBLE MAGIC EOOD has the right to make a second attempt to bring the goods into conformity;
  • the lack of conformity is so serious as to justify an immediate price reduction or termination of the sales contract;
  • BODY MARBLE MAGIC EOOD has stated, or it is clear from the circumstances, that it will not bring the goods into conformity within a reasonable period or without significant inconvenience to the consumer.
  1. The consumer is not entitled to terminate the contract where the lack of conformity is minor.
  2. Procedure for Submitting a Complaint

To submit a complaint, you must:

  1. Contact BODY MARBLE MAGIC EOOD by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephone using the telephone number published on the website.
  2. Describe the problem in detail and attach photographs, where possible.
  3. Send the goods by courier to the following address: Sofia, Lozenets residential area, 16–20 Golo Bardo Street, Entrance B, Floor 1, Apartment 2.
  4. Enclose the receipt or invoice for the purchase.
  5. Correctly and fully complete the COMPLAINT FORM, send it by email to This email address is being protected from spambots. You need JavaScript enabled to view it. with the subject line “Complaint Form No. ..................”, print it and enclose it in the package handed over to the courier, where the goods are sent by courier.

RECIPIENT: BODY MARBLE MAGIC EOOD

Address: Sofia, Lozenets residential area, 16–20 Golo Bardo Street, Entrance B, Floor 1, Apartment 2.

✅ Important Details:

  1. 📦 Costs: The costs of sending the product for examination under a complaint shall initially be borne by the consumer. Where the complaint is found to be justified, the Trader shall reimburse the transport costs. Where the complaint is found to be unjustified, the transport costs shall remain at the consumer’s expense.
  2. Proof of purchase: A receipt, invoice or other document proving the purchase is required.
  3. Method of payment: Any refund shall be made to the consumer’s bank account.

⭐ The Complaint Form can be downloaded here: COMPLAINT FORM

  1. Refund or Replacement
  2. Following examination of the complaint, BODY MARBLE MAGIC EOOD shall propose a solution: replacement with the same or a similar product, or a refund where repair or replacement is not possible.
  3. The refund shall be made in euros (€) to the consumer’s bank account held with a Bulgarian bank.
  4. The refund shall be made within 30 days from the date on which the complaint was submitted.
  5. Special Conditions
  6. Complaints relating to damage caused by improper use or misuse by the consumer shall not be accepted.
  7. BODY MARBLE MAGIC EOOD may reject a complaint where misuse, abuse or tampering with the goods is established.

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