Warranty

Who are we?

• Merchant: SIM GEAR Ltd.
• Company ID: 207321306
• VAT No.: 207321306
• Correspondence address: Burgas, 1 Krajezarna St., floor 2 (Logistics Center)
• Service email: support@simgear.bg
• Phone: +359 87 650 5565; +359 89 448 4487 

Scope of the Warranty

• The warranty covers manufacturing defects of products purchased from SIM GEAR Ltd.
• The warranty conditions are valid upon presentation of a proof of purchase (invoice/receipt), order number, and serial numbers when available.

Types of Warranty

Statutory (Legal) Warranty

• For consumers as natural persons under the law, a minimum of 2 years from the date of delivery applies to all electronic products purchased from our website.
• For consumers as legal entities under the law, a minimum of 1 year from the date of delivery applies to all electronic products purchased from our website. 
• In case of non-conformity with the sales contract, you are entitled to free restoration of conformity (repair or replacement), price reduction, or contract termination, in accordance with applicable legislation.

Commercial Warranty (from Manufacturer/Distributor)

Some products include an additional commercial warranty from the manufacturer (e.g. 36/60 months). The terms, coverage, and procedure are described in the manufacturer’s warranty card.

What is not covered by the warranty?

• Mechanical damages caused by improper use, dropping, impact, or exposure to liquids.
• Incorrect installation/wiring; use with incompatible accessories; overload.
• Traces of unauthorized repair/opening of the product, missing/damaged seals or serial numbers.
• Wear and tear resulting from normal use (consumables, coatings, rubberized parts, etc.).
• Software settings/updates that are not a product defect.
• Damage caused by power supply issues, overvoltage, or lightning.

Complaint Procedure (RMA)

1. Submit a request: write to support@simgear.bg including the order number, model, serial number, detailed description of the problem, and photos/videos.
2. Confirmation: you will receive an RMA number and shipping instructions.
3. Packing and transport: send the complete set (unless otherwise instructed) with secure packaging. 
4. Diagnostics: within 5 business days of receipt. If manufacturer assistance is required, the time frame may be extended; you will be notified in writing.
5. Repair/Replacement: If it is a warranty case – repair or replacement with an identical/equivalent product.
6. Return: the product will be returned to the address/courier office you specify.

Processing Times

• Estimated processing time: 5 to 10 business days
• Maximum time limits are determined by applicable legislation and/or manufacturer’s terms. You will be notified in case of delay.

Costs

• Warranty repair: free of charge (parts and labor).
• Transport:  covered by the merchant within the first 14 days from the date of order receipt. After that, shipping costs in both directions are borne by the customer.

DOA – Dead on Arrival (within 14 days)

• If the product is received defective or shows a significant defect within 14 calendar days from the date of delivery, a replacement/return procedure applies after diagnostics and confirmation.
• A complete set and intact commercial appearance are required (if applicable).

Transport Damage

• In case of visible damage, immediately note it on the delivery slip in front of the courier and notify us within 24 hours with photo and/or video evidence.
• Lack of a courier report may hinder damage recognition.

Data and Confidentiality

• Before sending, please back up your personal data. We are not responsible for any data loss during diagnostics/repair.
• We process personal data solely for service purposes in accordance with our Privacy Policy.