Claims and Returns Policy

1.GENERAL PROVISIONS

1.1. These Rules for the Processing of Claims and Requests for the Return of Goods (hereinafter referred to as the “Rules”) of PHOENIX Pharma EOOD, Sofia, 199A “Okolovrasten pat” Blvd., registered in the Commercial Register under UIC 203283623 (hereinafter referred to as the “Seller”), form an integral part and apply to every sale and purchase of goods from the Seller’s product range (pharmaceutical and/or cosmetic products, medical devices, medical supplies and/or food supplements and/or other goods), regardless of whether the sale is made under the Seller’s General Terms of Delivery, published on the Seller’s website www.phoenixpharma.bg, or under an individually concluded written sales contract (hereinafter referred to as the “Contract”) between the Seller and the Buyer.

1.2. The Seller and the Buyer may enter into a Contract providing for individual terms and conditions. These Rules apply to the Contract and become an integral part thereof. The provisions of the Contract shall take precedence over these Rules.

1.3. For the purposes of these Rules:
1.3.1. A Claim is a notification from the Buyer related to the delivery and/or quality of a specific product;
1.3.2. A Request for Return of Goods is the Buyer’s declared intention to return a specific product to the Seller.

1.4. These Rules do not apply to product recalls and withdrawals or product returns for destruction.

2.CLAIMS

The Buyer is entitled to submit a claim in the following cases:

2.1. Delivery-related claim:
2.1.1. Discrepancy between the ordered and/or invoiced and/or delivered product; or
2.1.2. Failure to comply with special storage requirements during the transport of products that require such conditions.

2.2. Claim related to the quality of a specific product.

3.REQUEST FOR RETURN OF GOODS

3.1. The Buyer is entitled to submit a request for the return of goods outside the cases described in Section 2 above. Each request must refer to a specific invoice and may include one or more products listed in that invoice.

3.2. The Buyer is not entitled to submit a request for the return of goods for products requiring special storage and transport conditions (temperature, humidity, etc.) and for products containing narcotic substances.

3.3. The Seller shall decide at its sole discretion whether to accept a request for the return of goods. If the Seller accepts the request, the Buyer shall pay a Goods Return Fee of BGN 9.20 (nine leva and twenty stotinki) excluding VAT for each separate request. The Seller issues one (1) invoice for all accepted return requests from the previous month, and the Buyer is obliged to pay it within the term indicated in the invoice.

4.PROCEDURE FOR PROCESSING CLAIMS AND REQUESTS FOR RETURN OF GOODS

4.1. Claims or requests for the return of goods (indicating the relevant invoice, product, quantity, batch number, and expiry date) shall be submitted by the Buyer electronically in one of the following ways:
4.1.1. Through the Buyer’s profile in Apteka Expert 2 or Apteka Expert 2 Central;
4.1.2. Through the Seller’s B2B platform; or
4.1.3. By email to the relevant distribution center of the Seller, depending on where the Buyer is registered:

4.1.3.1. Distribution Center Sofia: reklamacii.sf@phoenixpharma.bg

4.1.3.2. Distribution Center Plovdiv: reklamacii.sf@phoenixpharma.bg

4.1.3.3. Distribution Center Burgas: reklamacii.bgs@phoenixpharma.bg

4.1.3.4. Distribution Center Varna: reklamacii.vn@phoenixpharma.bg

4.1.3.5. Distribution Center Veliko Tarnovo: reklamacii.vt@phoenixpharma.bg

4.2. In the case of a claim concerning a product requiring special storage conditions, the Buyer must also provide a copy of the product’s temperature log, certified with signature and stamp.

4.3. In the case of a claim concerning the quality of a product (hidden defect), the Buyer must also provide a completed and signed statement describing the quality discrepancy.

4.4. Deadlines for submitting a claim or request for return of goods:
4.4.1. For claims under Section 2.1 and for requests for return of goods – within 5 (five) calendar days from the date of invoice issuance;
4.4.2. For claims under Section 2.2 – within 5 (five) calendar days from the discovery of the hidden defect, within the product’s shelf life.

4.5. The Seller shall review the claim or request for return of goods based on the submitted documents and, within 7 (seven) calendar days from submission, notify the Buyer in writing whether it accepts or rejects it. This term may be extended if objective circumstances so require.

4.6. If a claim or request for return of goods is accepted on the basis of submitted documents, the Buyer shall return the product to the Seller together with a claim protocol, containing:
4.6.1. Information on the product (name, quantity, batch number, and expiry date);
4.6.2. Date of return;
4.6.3. Name and signature of the Seller’s courier-cashier receiving the product;
4.6.4. Name and signature of the Buyer’s representative;
4.6.5. The Buyer’s stamp.

In all cases, by signing the protocol, the Buyer declares that the product was stored properly according to the manufacturer’s requirements and has not left the delivery site.

4.7. The returned product shall be inspected by the Seller’s Claims and Returns Department. In order to be accepted, the product must:
4.7.1. Fully match the invoice data and the approved claim/request (product, quantity, batch number, expiry date); and
4.7.2. Be in good commercial condition in its original, unopened packaging, undamaged, and without any labels, stickers, etc. affixed.

4.8. If a product does not meet the conditions under 4.7, the Seller shall reject the claim/request, even if it was initially approved based on documents under 4.5. The product shall be returned to the Buyer with a delivery-acceptance protocol.

4.9. A claim or request for return of goods may be settled through:
4.9.1. Delivery, return, and/or replacement of a product;
4.9.2. Additional invoicing or issuance of a credit note;
4.9.3. A combination of the above.

5.ADDITIONAL PROVISIONS

5.1. The Seller reserves the right to unilaterally amend and supplement these Rules in accordance with the provisions of applicable Bulgarian legislation.