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Returns & complaints

Last updated: 11 August 2026 · The Bulgarian text is the legally binding version; this translation is provided for convenience.

1. Scope

This information applies to contracts concluded with consumers – natural persons acquiring goods outside their trade or profession.

Purchases made by legal entities, sole traders or natural persons for purposes related to their trade or profession are governed by the agreed commercial terms and the law applicable to sales between traders.

The rights set out here do not limit the mandatory consumer rights under the Bulgarian Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and the Sale of Goods.

2. 14-day right of withdrawal

Where you have concluded a distance contract, including through this website, you may withdraw from the contract within 14 days without giving any reason and without penalty.

The period runs from the date on which you, or a third party named by you other than the carrier, received the goods.

Where several goods ordered in one order are delivered separately, the period runs from receipt of the last item.

The statutory 14-day right of withdrawal does not automatically apply to purchases made in a physical shop.

If the required information about the right of withdrawal has not been provided to the consumer, the period is extended by law and may expire one year and 14 days after receipt of the goods.

3. How to exercise the right of withdrawal

To exercise the right of withdrawal, you must inform us of your decision before the 14-day period expires by an unambiguous statement:

• by email to office@motiondetectors.eu; or

• by letter to: POPP EOOD, 2233 Kostinbrod, Shiyakovtsi quarter, 2 "6-ti Septemvri" Str.

You may use the model form at the end of this page, but it is not obligatory.

It is sufficient to send the notice before the period expires. We will confirm its receipt by email.

4. Returning the goods

After notifying us of your withdrawal, you must send back or hand over the goods without undue delay and no later than 14 days from the date of the notice.

Return address:

POPP EOOD, 2233 Kostinbrod, Shiyakovtsi quarter, 2 "6-ti Septemvri" Str.

The direct cost of returning the goods is borne by the consumer, unless we have expressly agreed to bear it.

Please pack the goods securely and return all components, accessories, fixings and documentation. The original packaging is recommended, but its absence does not of itself forfeit the right of withdrawal.

5. Refunds

Upon a validly exercised withdrawal we will refund all payments received from you, including the cost of the cheapest standard delivery method we offer.

The refund is made without undue delay and no later than 14 days from the date we are informed of your decision to withdraw.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them.

We use the same means of payment as in the original transaction, unless we expressly agree otherwise. The refund involves no fees for the consumer.

6. Diminished value

You may examine and test the goods only to the extent necessary to establish their nature, characteristics and functioning.

You are liable only for any diminished value caused by handling beyond what is necessary for such examination. For an electrical detector this may include traces of installation, connection to the 230 V mains, drilling, scratching, damage or missing components.

No fixed restocking or handling fee is charged.

7. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases expressly listed in Art. 57 of the Consumer Protection Act, including goods made to the consumer's specifications or clearly personalised.

For standard catalogue products the right of withdrawal applies as a rule.

8. Statutory rights in case of non-conformity – 2 years

The right of withdrawal is separate from your statutory rights in case of non-conformity and from any commercial guarantee provided.

POPP EOOD is liable for any lack of conformity existing at the time of delivery which becomes apparent within two years of delivery.

A lack of conformity which becomes apparent within one year of delivery is presumed to have existed at delivery, unless the contrary is proven.

In case of non-conformity you may choose between free repair and replacement, unless the chosen remedy is impossible or would impose disproportionate costs on the seller. For goods without digital elements the remedy period is up to one month from notifying the seller.

You may request a proportionate price reduction or termination of the contract in the cases provided by law. The contract cannot be terminated if the non-conformity is insignificant.

9. How to file a complaint

A complaint may be made orally or in writing:

• by email to office@motiondetectors.eu;

• by phone on 0700 44 000;

• via the contact form on this website; or

• at: 2233 Kostinbrod, Shiyakovtsi quarter, 2 "6-ti Septemvri" Str.

Please state the goods and the nature of the problem, your preferred remedy and contact details, and enclose a receipt, invoice or the order confirmation.

The complaint is entered in POPP EOOD's complaints register. All costs necessary to bring the goods into conformity as required by law are borne by the seller.

10. Important — electrical installation

Detectors intended for connection to the 230 V mains must be installed with the power switched off, in accordance with the manufacturer's instructions. Installation should be carried out by a qualified electrician.

Damage caused solely by incorrect wiring, unsuitable installation, unauthorised modification or use contrary to the instructions does not constitute a non-conformity for which the seller is liable.

This section does not limit the consumer's mandatory rights.

11. Seller details

POPP EOOD

Company ID (EIK): 130281579

Registered office, correspondence and returns:

2233 Kostinbrod, Shiyakovtsi quarter, 2 "6-ti Septemvri" Str.

Email: office@motiondetectors.eu

Phone: 0700 44 000

Official website: www.popp.bg

12. Complaints and alternative dispute resolution

If a problem arises, we recommend contacting us first so we can look for a direct solution.

You may lodge a complaint with the Consumer Protection Commission (KZP) and request out-of-court resolution through the relevant conciliation commission at the KZP.

Conciliation proceedings are voluntary and do not limit your right to bring the matter before the competent court.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

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