Правила за възстановяване на суми

Returns

Software is eligible for return only in the following circumstances:

1. The software is installed on a returnable system which is being returned within the applicable return period.

2. If delivered digitally, your item must be unused.

3. Media-based software must be in the original unopened and still sealed packaging. In this case, you have 14 days to cancel your order without providing a reason. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

The applicable return periods of software depend on the manufacturer as follows:

1. The return policy for Microsoft subscription licences is 7 days or 168 hours from the time of purchase or time of renewal. For perpetual licenses or volume licences, the term is also 7 days.

2. For Adobe subscription products, the return period is 14 days from the date of your initial payment.

3. For Acronis, Kaspersky and MobiSystems products, the return term is 1 month from the date of purchase. 

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

You acknowledge that we have no influence over or responsibility for the software's function or functionality, including the occurrence of errors, or its compatibility with certain hardware or other computer programs. We assume no responsibility for the product meeting your precise requirements, being fit for the intended purpose, or completing any current licence gap. You are responsible for ensuring that the software is suitable for the hardware, functions and intended usage, as well as that it complies with its licensing requirements, terms, and any commercial ramifications of the decisions. 

For defective items, please refer to the section “In case of Defect” in this document.

In case we withdraw from the agreement with you, you must immediately stop using the software upon receiving our notification of withdrawal and render program copies unusable. Upon request, you must immediately give us documented confirmation of the software licence transfer and deactivation. You must also return any received services (documents, data carriers, etc.). We will refund your payments, less any decrease in the value of the software that occurred since purchase, as well as further claims for damages/expenses, including interest on outstanding payments.

Exclusion from the 14-day refund policy for online stores. Premature expiration of the period

The right to withdraw from your order without a reason or a refund request is not applicable for the purchase of digital products in the case when we as a supplier have provided the purchased digital products as described in the relevant product description/page or provided documentation, and no technical issues have occurred when using the purchased digital product. This exclusion is applicable once you have confirmed your knowledge of our refund policy when placing an order through our website.

In special circumstances, when the client was able to provide proof that the delivered digital product had not been used and only after a non-use declaration related to the purchase had been signed by the client, could we review a refund request on orders for digital products. 

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

In case of approval, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within 14 days.

For orders that have been paid with a credit/debit card and refund without a reason was approved by us, a 5% deduction will be applied from the total amount of the order, covering the applicable transaction fees and costs. If a refund was issued based on a fault from our side, no deductions will be applied, and the original purchase price will be refunded in full.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first recheck your bank account.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next contact your bank, as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@dcd-it.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@dcd-it.com or send your item to Georgi S. Rakovski Street 18, 1202 Sofia, Bulgaria.

Shipping

To return your product, you should mail your product to Georgi S. Rakovski 18, 1202 Sofia, Bulgaria. In case the product is digital (electronically distributed), send it back to us at support@dcd-it.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Process of refunds within the applicable return period

In case, for any reason, within the applicable return period, you decide that you no longer need the purchased product, you are eligible to request a full refund of your order. This policy is not applicable to digital products. To return a product within the specified grace period, please follow the steps below:

• Send us a request for a refund with the information about your order (e.g. order/contract number, phone number, screenshot of the invoice). Please, email it to: support@dcd-it.com.

• After we receive your request and track your order, we will perform a review and inform you if your request is eligible for a refund. 

• In case of approval, we issue a No-Use Declaration Form with your personal and order information. For physical entities, we require you only to sign the declaration, while for legal entities we require the signature of a legal representative of the company accompanied by a stamp of the legal entity.*

• If your refund request is authorized, we will process your return and issue a refund within 48 hours.

• The refund arrival date depends on the bank, but it should reach you between 5-7 working days.

*Note: The signatory of the declaration is legally bound to present truthful information. The signatory will be liable for any false information presented in the declaration.

In case of a defect

In case of a defective product, the client/customer is required to contact DCD-IT by sending an email to support@dcd-it.com.

DCD-IT will contact the customer/client at its earliest convenience to verify the claim.

DCD-IT will always try to rectify the issue by providing free of charge technical support for the affected product through the use of services such as:

• Remote support

• Phone support

For delivering the appropriate type of support, we request that the customer/client provide visual materials (screenshots) or a detailed description of the issue.

If the issue persists and/or the defect is not able to be remedied, the following options are offered:

• A replacement of the affected product

• A refund of the affected product*

*For more information on the refund policy of DCD-IT, refer to the section “Process of refund within the applicable return period”.