Complaints, Legal Guarantee and Dispute Resolution
Last updated: 12 November 2026
The Bulgarian version of this page is authoritative. Translations into other languages are provided for convenience only; in the event of any discrepancy between them and the Bulgarian text, the Bulgarian text shall prevail.
Who the trader is
The online shop "Gemba Kids" (https://gembakids.com) is operated by GEMBA EOOD ("ГЕМБА ЕООД"), UIC 208656371, VAT number BG208656371, with its registered office and management address at: бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria). Managing Director: Slavcho Ivanchev Ivanov. Email: [email protected].
Legal guarantee of conformity
For all goods purchased from our shop, we are liable for any lack of conformity with the contract in accordance with Directive (EU) 2019/771, applicable Bulgarian law, including the Consumer Protection Act (CPA), and the mandatory consumer protection rules of the country in which you live.
- Period: at least 2 years from delivery of the goods.
- What it covers: goods that are defective, damaged in transit, different from what you ordered or not as described on the product page.
- Free of charge for you: bringing the goods into conformity with the contract is free of charge for the consumer.
The legal guarantee is your statutory right. It cannot be limited or excluded by contract.
About sizing: sizes follow the supplier's size charts and are often smaller than European sizes. Please check the sizing information on the product page. If the item matches the size stated there but does not fit you, this is generally not a lack of conformity. In that case, you can exercise your 14-day right of withdrawal (see below).
How to make a complaint – step by step
- Contact us first at [email protected]. Please do not send the goods back before you have received our instructions.
- State your order number. You will find it in your order confirmation email.
- Describe the problem. For example: a defect, damage, a wrong item or a missing item.
- Attach photos. If the goods are defective or damaged, attach clear photos of the goods, the defect and, if possible, the packaging.
- Tell us what you would like. For example, repair, replacement, a price reduction or termination of the contract.
- Wait for our instructions. We will tell you whether and how to return the goods.
Response time
We respond to complaints without undue delay and in any event within 14 days of receiving them.
Available remedies
Where the goods are not in conformity with the contract, you are entitled to:
- repair or replacement – as a rule, this is the first step;
- a price reduction; or
- termination of the contract and a refund of the amount paid.
You may request a price reduction or termination of the contract if:
- repair or replacement is impossible;
- repair or replacement has not been carried out within a reasonable time or without significant inconvenience to you;
- the lack of conformity is serious; or
- the lack of conformity reappears.
Where the lack of conformity is minor, the right to terminate the contract may be limited in accordance with the law.
Who pays for returning non-conforming goods
For goods that are not in conformity with the contract (defective, damaged or the wrong item), we will reimburse the reasonable postage costs of returning them.
If a return is necessary, please:
- follow our instructions and send the goods to our registered office address: бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria);
- do not send goods to an address in China or to any other address;
- use a tracked service;
- keep the receipt for the postage costs and the tracking number.
Refunds
Refunds are made using the same means of payment that you used for your order. How long it takes for the money to appear in your account depends on your bank or payment institution.
A refund may be partial, for example in the case of a price reduction.
How this differs from the 14-day right of withdrawal
The legal guarantee and the right of withdrawal are two different rights:
- Complaint (legal guarantee): applies to goods that are not in conformity with the contract. The period is at least 2 years. We bear the reasonable costs of return.
- Right of withdrawal: you may withdraw from the contract within 14 days of receiving the goods, without giving any reason, in accordance with Directive 2011/83/EU and the CPA. In that case, the direct costs of returning the goods are borne by you. The statutory exceptions also apply.
You will find further details on the "Returns and Withdrawal" page. You can also exercise your right of withdrawal using the "Withdraw from Contract" function at https://gembakids.com/withdraw.
Governing law
The contract is governed by Bulgarian law, including the CPA, the Obligations and Contracts Act and the Electronic Commerce Act. This choice of law does not deprive you of the protection afforded to you by the mandatory provisions of the law of the country in which you are habitually resident.
Out-of-court dispute resolution
If we have not been able to resolve a dispute between us, you may contact the competent consumer protection authority in your country. You also retain the right to bring the matter before the competent court.
Out-of-court dispute resolution: {{TBC_ADR}}
Product safety information
Information about the manufacturer and the person responsible for product safety in the EU: {{TBC_GPSR}}
Contact
For any questions about complaints and the legal guarantee, please email us at [email protected].