8. Warranties

8.1 The seller offers all goods on the website with a warranty for conformity of the goods/services with the sales contract in accordance with Articles 112–115 of the Bulgarian Consumer Protection Act (CPA). This legal warranty is separate from the commercial warranty and is valid for up to 2 years after delivery.

8.2 The seller provides certain goods on the site with a commercial warranty and a warranty certificate. Some product categories are excluded due to their nature (e.g., books) and cannot have a warranty. In this regard, the buyer is obliged to regularly update the information in their user profile and review it before each order, as the seller will use this information when filling out and issuing the warranty certificate.

8.3 The client should receive, upon delivery of any item that comes with a warranty, a warranty certificate both in physical form and electronically at the email address provided by the client, containing all details of the service center responsible for repairs under warranty if needed.

8.4 Warranty certificates are either issued by the manufacturer or by Dionis-Elena Ltd. For all products sold with a warranty, Dionis-Elena Ltd. provides maintenance and servicing if the goods are subject to such support.

8.5 If the buyer does not notify Dionis-Elena Ltd. of the missing warranty certificate within 48 hours of receiving the product, by email to office@dionislab.bg or shop@dionislab.bg, it will be considered that the warranty certificate has been provided by the seller.

8.6 Specific products offered by Dionis-Elena Ltd.: in the case of unsealed (opened) products, the warranty is issued by Dionis-Elena Ltd., and this warranty may cover a different period than that of factory-sealed products. The warranty period is specified in the warranty certificate for each opened product. The conditions for use, handling, and transportation of an unsealed product are the same as those for sealed products from the manufacturer and come with the same benefits, unless otherwise stated on the product page.

8.7 The repair of products outside of the warranty period, or within it but where the seller's obligation to bring the product into conformity with the sales contract has lapsed for any reason, is subject to payment by the buyer and will be carried out within a timeframe agreed upon by the parties.

8.8 The customer loses their right to free warranty service if:

(a) the invoice, which serves as the sales contract and is equivalent to a receipt, is lost;

(b) the warranty certificate or card is lost;

(c) an attempt to repair or fix the product is made by the customer or an unauthorized person;

(d) damage occurs due to improper use;

(e) the physical integrity of the product is compromised;

(f) the damage is caused by chemical, electrical, or other influences not related to normal use.

8.9 Commercial warranties do not cover parts or components of the product that have a limited lifespan or are not eligible for warranty (e.g., all glass parts and components).

8.10a Products damaged during transportation that are insured, and for which the buyer has identified visible defects and immediately informed the delivery person and the seller, will be replaced at the expense of the courier or the seller (this does not concern the buyer and is handled between the courier and the seller).

8.10b Products damaged during transportation that are insured, but for which the buyer did not identify visible defects or failed to promptly inform the delivery person and the seller, are not subject to replacement. However, such a replacement may be arranged upon agreement between the three parties—the client, the seller, and the courier—with written consent from the latter two.

Additional information about our service: 

You can send the defective or damaged goods by courier after a prior conversation with a technician to the specified address. If needed, our team will visit the site according to the problem and the goods.

To contact our service directly, please visit this page.

Our repair shop is located at:

Dionis-Elena Ltd.

Technical Department

Boulevard Tsar Osvoboditel 137

City Ruse

Bulgaria

7012