Vikiwat LTD - official representative of Mastech for Bulgaria
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FAQ

SECTION REGISTRATION / (MY PROFILE)
 

  1. DO I NEED TO REGISTER TO PLACE AN ONLINE ORDER?

  • - Yes, in order to shop online at our online store: mastech.bg, it is necessary to register and have your own account. 
     

  1. WHAT BENEFITS OFFERS THE REGISTRATION?

  • - Online registration offers many advantages for our customers. It mainly helps to facilitate you much better. It’s a one-time process and you will have the opportunity to shop much faster and more conveniently from our store.

  • - It also gives you the advantage of using different delivery addresses.

  • - In your account you can track the history of your orders and to be notified when your order has been shipped (along with the consignment note number). Additionally you can use different delivery addresses as your details are already stored.

  • - Moreover, a registration gives you the opportunity to subscribe to our newsletter and be the first to get our latest offers and special promotions.
     

  1. HOW CAN I REGISTER?

  • - You can create your account by pressing the button: REGISTRATION and fill in all the fields marked with * (they are required). Make sure you fill in all the fields correctly.

  • - If everything is correct you will receive a verification email. Please follow the instructions in the email as to confirm your account.
     

  1. WHAT TO DO IF I FORGOT MY PASSWORD? 

  • - If you have forgotten your password, you need to click on the button "Forgot password" and in the pop-up window enter the email address you used to register with mastech.bg. You will then receive an email with a personal link that can generate a new password
     

  1. IS MY PERSONAL INFORMATION PROTECTED?

  • - Your personal information is fully protected. We are taking care to take all necessary steps to keep it confidential. They are fully used in accordance with the legal provisions for the protection of personal data.

  • - All users of mastech.bg can check what data have been processed by us by sending an email to: dpo@mastech.bg
     

  1. CAN I CHANGE MY INFORMATION?

  • - You can change your details in the section "My Account".
     

  1. CAN I CHECK MY HISTORY OF ORDERS?

  • - Yes, you can quickly and easily track all orders and their details through the section "Order History". 
     

  1. HOW CAN I REGISTER FOR NEWSLETTER?

  • - You can subscribe to our newsletter at any time by ticking the box "Newsletter". By activating this free service, you will receive up-to-date email updates on new products, news and promotions.
     

  1. HOW CAN I DEACTIVATE THE SERVICE TO RECEIVE NEWSLETTER?

  • - If you do not wish to receive our free newsletter and current offers, you can opt out by unchecking the "Newsletter" in your account and thus disabling this service. 


     

SECTION ORDER
 

  1. HOW CAN I PLACE AN ORDER?

  • - If you want to order any product from our online store: mastech.bg, you can only order it as a registered customer.
     

  1. DO YOU ACCEPT PHONE ORDER? 

  • - Unfortunately, we do not currently process orders by telephone or sent via our contact form or email.
     

  1. DO YOU HAVE A MINIMUM AMOUNT FOR ORDER?

  • - We do not require a minimum order amount. It is important to know that in the case of promotions that are subject to a minimum order discount, there may be additional conditions to benefit from preferential pricing.
     

  1. HOW TO BE SURE THAT MY ORDER WAS SUCCESSFULLY RECEIVED?

  • - When you place a new online order you will receive an automatic confirmation email informing you that the order has successfully reached us.

  • - Once your shipment has already been processed and forwarded to the shipping company, you will receive an additional email with delivery information and bill of lading.

  • - If we have a question about a product or delivery, we may contact you for details.

  • - If we do not have the item you want in stock available or it cannot be delivered for another reason, we will contact you via email / phone for information.
     

  1. HOW TO USE A PROMO CODE?

  • - When you have a discount coupon code you must add it to the "Coupon code" field before check out in order to deduct the discount amount.

  • - IMPORTANT! Discount coupons are not valid unless applied in your online order.
     

  1. I ADD MY PROMO CODE BUT IS NOT CALCULATED. WHAT SHOULD I DO?

  • - If a problem occurs when using a promo code, make sure that the conditions for using the promo code - (expiry date and products that can be used) are met. If, despite the fulfilment of the conditions for applying the promo code, it is not yet added to your order, you can contact us at the specified phones or email: info@mastech.bg
     

  1. ARE ALL PRODUCTS IN THE ONLINE SHOP ARE REALLY AVAILABLE?

  • - Yes, all products with active buttion: BUY are available for purchase. Unfortunately, it is sometimes possible to run out of stock or to find a quality problem before shipping which is why we are unable to send you the product you want. In any case we will notify you immediately and refund the money if payment was completed.

  • - If the product is not available for order online or is subject to special delivery, you will find information on the product page.


     

SECTION PAYMENT
 

  1. HOW CAN I PAY WHEN SHOPPING IN VIKIWAT' ONLINE STORE?

  • - Currently, you can choose the option of cash on delivery upon receipt of your order or via bank transfer.
     

  1. HOW DOES "CASH ON DELIVERY" PAYMENT OPTION FUNCTIONS?

  • - When selecting the option "cash on delivery" the due amount for the products and transport is paid in cash to the courier upon receipt. No additional fees are charged.
     

  1. HOW DOES "BANK TRANSFER" PAYMENT FUNCTIONS?

  • - When choosing a bank transfer payment method, we will send you Proforma Invoice your email. Once the payment is visible in our system, your shipment will be shipped from our warehouse to a courier company. On delivery, you may pay for shipping if it is not included in your invoice.
     

  1. CAN I HAVE A COMPANY INVOICE WHEN SHOPPING ONLINE?

  • - In the section "MY PROFILE" you can fill in the information about the legal entity for which you want to issue an invoice. Upon receipt of your shipment by courier, you will receive an Invoice and other necessary documents that we put in the envelope with the bill of lading.
     

  1. I OFFERED WRONG INVOICE DATA, WHAT TO DO?

  • - If you fill in the wrong information in your account, you can edit it at any time.

  • - You can always contact us by phone or email to assist you with issuing a new Invoice. It's important to know that an Invoice change can be made if the order is invoiced within the current month.


     

SECTION DELIVERY
 

  1. 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. 
     

  1. WHAT IS THE DELIVERY TIMES?

  • - Delivery takes between 2-5 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.
     

  1. 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.
     

  1. WHAT IS THE PRICE OF DELIVERY SERVICE?

  • - Delivery cost is fixed - 3.99 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.
     

  1. WHO WILL PAY DELIVERY FEES?

  • - The cost of delivering online orders is at the expense of the recipient.
     

  1. 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.
     

  1. 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"
     

  1. 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.
     

  1. DO YOU SHIP INTERNATIONALLY?

  • - No, unfortunately we do not serve customers outside Bulgaria.


     

SECTION PRODUCTS
 

  1. HOW CAN I FIND OUT A PRODUCT IN THE ONLINE SHOP?

  • - You can use the Products menu where we have different categories that direct where you can find the item you want.

  • - Alternatively you can use the free search box located at the top of our site and enter the SKU or the model name, type of item you are looking for or other such information. The system will display any items or information relevant to your search.

  • - You can also use our filters in the "Perfect Multimeter" section if you want to search for specific parameters.
     

  1. WHAT TO DO IF A PRODUCT IS NOT AVAILABLE?

  • - If the product is not available for order online, you can contact us by email: info@mastech.bg to check the expected delivery date. We will get back to you within 48 hours with an answer or recommendation for an alternative product we have available.


     

SECTION RETURNS AND REFUNDS
 

  1. 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.
     

  1. 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.
     

  1. 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.
     

  1. 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.
     

  1. 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.
     

  1. 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.
     

  1. 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.

     

DO YOU HAVE ANY ADDITIONAL ISSUES OR QUESTIONS NOT LISTED IN OUR F.A.Q ?

Please email us at: info@mastech.bg as to assist you promptly. This way you will help us to improve our section: Frequently Asked Questions.

Thank you in advance and wish you have a nice shopping time with us!

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