Delivery & Returns

DELIVERY

WHICH SHIPPING COMPANY IS USED FOR DELIVERY?

All orders are delivered within Bulgaria only and with shipping company SPEEDY with option to address delivery and pick up at the courier's office.
If you wish to select different delivery offices or a new address, you can add this information in the section: "Additional Notes" before check out.

WHAT IS THE DELIVERY TIMES?

Delivery takes between 2-3 business days after sending your online order.
If you have purchased a product subject to a special order, then the delivery time is indicated on the product page of the item.
IMPORTANT! If you do not receive an automatic confirmation email from mastech.bg on your e-mail, an error may have occurred while creating the order. Please contact us in case of doubt to assist you.

DO YOU DELIVER ORDERS ON THE WEEKENDS AND HOLIDAYS?

Delivery takes place only on business days to the courier company. They do not serve addresses or office locations on weekends or public holidays.

WHAT IS THE PRICE OF DELIVERY SERVICE?

Delivery cost is fixed - 4.99 BGN with VAT incl. (for Bulgaria only).
During check out the amount of transportation cost is automatically calculated and you can see it before finalizing. It will automatically be added to the amount of items ordered.

WHO WILL PAY DELIVERY FEES?

CAN I HAVE A FREE DELIVERY?

Follow our online store or subscribe to our free newsletter to keep track of our current promotions, which may include free shipping within Bulgaria.

CAN I RECEIVE MY PARCEL TO ANY ADDRESS?

You can select any address that is convenient for you. Please fill in this information correctly in your account. If you want to get to the office of a SPEEDY courier company you need to specify the desired office in the section: "Additional notes"

WHAT HAPPENS IF MY ORDER CAN NOT BE DELIVERED?

If your shipment cannot be delivered for any reason, it will be retained by the courier company at their office within 7 days. They will make up to 3 attempts to contact you by telephone to specify a new day and time of delivery. Please note that if you do not receive / pick up your goods within 5 days, the courier company charges you a "shop" fee, so specify with them all details before postponing the pickup of your shipment.
If the item is not picked up within 7 days, the courier company will return it to us.
Please note that in such situations, for which we have not been notified by the customer, we have the right to refuse re-delivery or to refuse to serve orders with cash payment conditions.

DO YOU SHIP INTERNATIONALLY?

RETURNS

I RECEIVED A WRONG PRODUCT, WHAT TO DO?

We apologize for the inconvenience caused! If you have received a different product from the one you ordered you should contact us by e-mail: info@mastech.bg or by phone as to clarify all the details. We will assist you as quickly as possible in resolving the situation.

THE PRODUCT IS NOT WORKING PROPERLY, HOW TO PROCEED IF NEEDS TO BE REPAIRED OR REPLACED?

Do not worry if any of ordered products has an issue!
First, check that the warranty card you received on delivery is still valid. If so, you need to send us an email at: info@mastech.bg or contact us by phone for clarification of all details and assist with our Claim procedure.
If the warranty period has expired, we advise you to contact us again to assist you with all we can.

CAN I ORDER ONLINE AND REPLACE / RETURN MY PRODUCT IN YOUR PHYSICAL STORE?

Unfortunately, this is not possible at this time. When replacing your device, we will use a shipping delivery company to your address or a convenient courrier’office within Bulgaria.
Once your claim has been documented, our specialists will check all the details and within 30 days you will receive an opinion and a decision, depending on the claim.
If the return is not subject to repair / damage / defect and all the necessary requirements for returning the goods, according to the legal regulations for online shopping in the Republic of Bulgaria are met, we will refund the amount paid for the products within 14 days by bank transfer. It is not possible to refund on-site at VIKIVAT shop for online orders placed via: mastech.bg.
Our advice: Always keep your cash voucher (payment document). It is your guarantee and a cash voucher is required for claim handling. Claims without processing documents will not be eligible.

I DO NOT HAVE A PAYMENT DOCUMENT (INVOICE, CASH RECEIPT), BUT I WANT TO RETURN A PRODUCT. WHAT TO DO?

Unfortunately, under Bulgarian law, all goods and products cannot be returned or exchanged without presenting a valid payment document (invoice, receipt, etc.). Our advice is always to keep your payment documents in order to avoid such situations.

WHERE TO SEND THE PRODUCTS WHICH I WANT TO RETURN OR REPLACE?

The products you want to return, if you placed an online order through an online store: mastech.bg or are subject to Claim, you can send to us with a courier of your choice and at your expense to: Bulgaria, 4002, Plovdiv, 3 Mostova Str. VIKIWAT Ltd., for Claim Department.
IMPORTANT! Please note that replacements and returns can only be processed and accepted by us only with an email sent to you, accompanied by the relevant documentation you will receive from us.

WHO PAY TRANSPORT COST FOR PRODUCT' RETURNS?

There are different types of complaints and for those which are entirely our fault (for example - the wrong product sent), then we will bear all the costs for return shipping.
In all other cases, the customer shall bear the cost of the return transport with the courier chosen by him.
IMPORTANT! In the event of a manufacturing defect found, the transport amount will be refunded to a specified bank account.

WHEN AND HOW MY AMOUNT WILL BE REFUNDED?

If the return is not subject to repair or inspection of the product after use, as well as other additional circumstances, we will refund the amount within 14 days after receipt of the product in the Complaints department of VIKIVAT Ltd. Please note that orders placed online can only be refunded by bank transfer.