CONSUMER PROTECTION

Complaints and statutory guarantee

Here you will find information about submitting a complaint if an artwork is damaged, defective, incorrect or does not conform to your order.

Important: A complaint concerning a lack of conformity is different from the right to withdraw from an online purchase within 14 days.
01

Statutory guarantee

All goods purchased by consumers are covered by a statutory guarantee of conformity under the consumer legislation in force.

For goods, including artworks, consumers may exercise their rights in the event of a lack of conformity for up to two years from delivery.

The statutory guarantee applies regardless of whether a separate commercial guarantee or guarantee certificate has been provided for the artwork.

02

When you can submit a complaint

You may submit a complaint, for example, if:

  • the artwork delivered is different from the one ordered;
  • the artwork received does not match its description;
  • an agreed part or accessory is missing;
  • the artwork or frame is damaged;
  • there is another defect or lack of conformity that existed at the time of delivery.
03

How to submit a complaint

You may submit your complaint:

Complaints may be made verbally or in writing, but we recommend a written complaint so that you have evidence of your request.

04

Required information

To help us process your complaint more quickly, please provide:

  • your name and contact details;
  • the order number and date;
  • the title of the artwork;
  • a description of the damage or lack of conformity;
  • when the problem was discovered;
  • the remedy you are seeking.

Please attach proof of purchase and, where possible, clear photographs of the artwork, frame and packaging.

Consumer rights in the event of a lack of conformity

If a complaint is justified, the consumer has the right to request that the goods be brought into conformity through repair or replacement, unless the chosen remedy is impossible or would impose disproportionate costs on the seller.

Due to the unique nature of original artworks, replacement with an identical artwork may be objectively impossible. This does not remove the consumer's other statutory rights.

In the cases provided for by law, the consumer may request a proportionate price reduction or termination of the contract and a refund of the amount paid.

The consumer is not entitled to terminate the contract if the lack of conformity is minor.

Costs where a complaint is justified

The artwork is brought into conformity free of charge to the consumer, including any necessary transport, labour and materials, where applicable.

Before sending the artwork, contact us to agree on a suitable and safe method of transport.

Do not send a parcel cash on delivery without prior written agreement.

Damage in transit

If the packaging is visibly damaged, we recommend inspecting the artwork in the courier's presence and asking for a damage report to be drawn up.

Photograph the packaging and artwork and contact us as soon as possible at office@bridges-gallery.art or on +359 886 735 213.

The absence of a courier's report does not automatically result in the loss of the consumer's statutory rights, but having one helps establish damage in transit.

Registration and handling

When a complaint is accepted, it is entered in the complaints register, and the consumer is provided with a document stating the date, complaint number, type of goods and the person who accepted it.

We will review the complaint and contact the consumer using the contact details provided. Each complaint is considered individually according to its nature and the applicable statutory time limits.

Address for submitting a complaint

Ivanov Communications Ltd.
Bridges Gallery
17 Targovska Street
5500 Lovech, Bulgaria

E-mail: office@bridges-gallery.art
Telephone: +359 886 735 213

SUBMITTING A COMPLAINT

Contact us

Describe the problem and attach photographs and your order details.

SEND A COMPLAINT