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Lavanis Engineering OOD Version 1.0 · Effective from September 14, 2026.
This policy forms an integral part of the Terms and Conditions and uses the definitions set out there. Where this policy and the Terms conflict, the Terms prevail.
Lavanis sells exclusively to business buyers (see clause 3 of the Terms). This policy is written on that basis.
There is no statutory 14-day right of withdrawal and no general right to return a product because it is no longer wanted, was ordered in error, or turned out to be unsuitable for a machine that was not correctly identified during compatibility verification.Sections 8 to 12 set out the circumstances in which returns are accepted.
Region
Status
Lavanis may decline to ship to any destination where the product cannot lawfully be imported, sold, installed or used. Where an order is declined for this reason, any amount paid is refunded in full.
3.1 Orders paid by bank transfer are released for dispatch once cleared funds are received. Orders paid by card are released once the payment is authorised and settled.
3.2 Orders are released only after compatibility verification is complete (clause 4.2 of the Terms). Where the information supplied is incomplete, Lavanis contacts the Buyer and the processing clock starts again from receipt of the missing information.
3.3 Indicative handling time: 1–3 business days from release. Indicative transit times:
Destination
Indicative transit
3.4 These times are estimates only and are not guaranteed. See clause 8.3 of the Terms for the position on delay.
4.1 Shipments are sent by DHL with tracking. The tracking reference is sent to the Buyer's registered e-mail address on dispatch.
4.2 Unless otherwise agreed in writing, deliveries are made FCA Sofia (Incoterms 2020).
4.3 Risk of loss or damage passes to the Buyer on handover of the goods to the first carrier. Title passes only on payment in full (clause 7.4 of the Terms).
4.4 Transit insurance: transit insurance up to the invoice value is included for all shipments. Where insurance is not included, the Buyer may request it before dispatch at the Buyer's cost.
5.1 Shipping charges are calculated at checkout on the basis of destination, weight and service level, and are shown before the order is submitted.
5.2 Charges are exclusive of VAT, customs duties and import taxes.
5.3 Free or discounted shipping, where offered, applies only to the destinations and order values stated in the offer and does not cover duties, taxes or remote-area surcharges.
6.1 For deliveries outside Bulgaria to non-EU destinations, and for any delivery where the agreed Incoterm places the import obligation on the Buyer, the Buyer is the importer of record.
6.2 All customs duties, import VAT, clearance fees, brokerage charges and any other levies imposed in the destination country are borne by the Buyer and are not included in the price or the shipping charge.
6.3 Lavanis declares the goods accurately on all customs documentation. Lavanis does not under-declare value, mis-describe goods, or mark commercial shipments as gifts or samples, and requests to do so will be refused.
6.4 The Buyer is responsible for holding any import licence, registration or authorisation required in its jurisdiction,.
6.5 Where a shipment is refused, abandoned or returned because the Buyer has not paid import charges or has not completed clearance, the outbound shipping cost, return cost, storage and any destruction charges are borne by the Buyer and are deducted from any refund due.
7.2 The Buyer must inspect the shipment on delivery.
7.2 Visible transport damage, shortage or delivery of the wrong item must be reported to info@lavanis.com within seven (7) days of delivery, together with:
7.3 Where possible, the Buyer should note the damage on the carrier's delivery record at the time of receipt. Carrier claims are frequently rejected without it.
7.4 Failure to report within seven (7) days is treated as acceptance of the shipment as delivered in respect of visible defects.Hidden defects remain covered by the warranty in section 9.
7.5 Where a valid claim is established under this section, Lavanis replaces the affected item at its own cost, or refunds it, at the Buyer's option.
8.1 Where tracking shows no movement, or delivery is not completed, the Buyer should notify info@lavanis.com.
8.2 A shipment is treated as lost after 10 business days from dispatch for EU destinations and 25 business days for destinations outside the EU. Claims for non-delivery must be raised within 45 days of dispatch.
8.3 Once the carrier's investigation is concluded, Lavanis reships or refunds the affected items.
8.4 Where a shipment is returned to Lavanis as undeliverable because of an incorrect or incomplete address supplied by the Buyer, or because delivery was refused, the return cost and any redelivery cost are borne by the Buyer.
9.1 Products are covered by a 24-month contractual warranty from the date of delivery, on the terms and subject to the exclusions set out in clause 12 of the Terms. Read those exclusions before submitting a claim — installation damage, over-voltage, water ingress through an opened housing, and faults originating in the machine or its wiring are not covered.
9.2 Return authorisation is mandatory. Do not ship anything back before receiving a Return Authorisation (RMA) number. Products returned without an RMA number may be refused and returned at the Buyer's cost.
9.3 Procedure
Step
What happens
Indicative time
———
1
Buyer submits a claim to info@lavanis.com with order/invoice number, serial number, machine details, fault description, fault codes and photographs or diagnostic evidence
———
2
Lavanis reviews and, where remote diagnosis is possible, proposes a fix without a return
3 business days
———
3
Lavanis issues an RMA number and return address
2 business days
———
4
Buyer ships the product, with the RMA number clearly marked on the outside of the parcel and on the accompanying documents
———
5
Lavanis tests the returned unit
5 business days from receipt
———
6
Lavanis repairs, replaces or refunds; or, where the fault is excluded or no fault is found, returns the unit under section 9.6
5 business days
———
9.4 Shipping costs. The Buyer bears the cost of shipping the product to Lavanis. Where the claim is valid, Lavanis bears the cost of returning the repaired or replacement unit. Returns from outside the EU must be declared as returned goods for repair / warranty so that import duty is not levied on re-entry; duties incurred because of an incorrect declaration are charged to the Buyer.
9.5 Packaging. Returned products must be packed to withstand transit. Damage caused by inadequate return packaging is not covered.
9.6 No fault found and excluded faults. Where the returned unit conforms on test, or the fault falls within an exclusion in clause 12.4 of the Terms, Lavanis may charge a diagnostic and return-shipping fee of EUR 45 plus return shipping and returns the unit to the Buyer.
9.7 Repair or replacement does not restart the warranty period. A replacement unit carries the remainder of the original period, or three (3) months, whichever is longer.
10.1 Lavanis is not obliged to accept a return outside sections 7 and 9.
10.2 Where Lavanis nevertheless agrees to accept one, the following apply cumulatively:
10.3 A product that has been connected to a machine, wired in, or has its housing seal broken is treated as used and is not eligible.
11.1 Refunds are made to the original payment method and in the original currency. Bank transfers are refunded to the account from which payment was received.
11.2 Refunds are processed within fourteen (14) days of Lavanis accepting the claim or receiving and accepting the returned product, whichever is later.
11.3 Bank charges, currency conversion differences and card scheme fees are not refunded. Where a refund is made by international bank transfer, correspondent bank charges are deducted.
11.4 Deductions applied where relevant: restocking fee (section 10), no-fault-found fee (section 9.6), unpaid import charges and return costs (section 6.5).
Where a product was purchased from an authorised distributor or reseller rather than directly from Lavanis, the return and warranty process runs through that seller. Lavanis supports its distributors technically but does not accept direct returns from their customers.
14.1 Electrical and electronic equipment must not be disposed of with unsorted municipal waste. The crossed-out wheeled bin symbol on the product indicates separate collection under Directive 2012/19/EU (WEEE) and the Bulgarian Ordinance on Waste Electrical and Electronic Equipment.
14.2 Business buyers are responsible for arranging compliant disposal at end of life in accordance with the rules applicable in their own country.
Purpose
Contact
Returns, technical support, orders and complaints
Postal address
Do not send returns to the registered address unless it is stated on the RMA. The return address is given with the RMA number.