Returns and Guarantees

KPZ sells only second-hand items. Their condition, completeness and any known defects are described on their product pages.

That means there may be:

• signs of use;
• minor marks;
• wear on boxes;
• scratches;
• marks on covers;
• missing small elements, if described;
• other characteristics normal for second-hand items.

That is why photos, descriptions and condition ratings matter.

Before ordering, review the photos and description.

If something matters to you — disc condition, region, language, booklet, box, completeness, compatibility, version or a specific defect — ask before ordering.

Better to clarify upfront than to be disappointed afterwards.

When the courier service allows it, use the inspection option on delivery.

Check that:

• the parcel is for you;
• the item is the correct one;
• there is no obvious damage from transit;
• the condition matches what was shown and described.

If the parcel is visibly damaged, act immediately in front of the courier and follow the courier's procedure.

Examples of a real problem:

• you received a different item;
• a part is missing that was clearly stated as included;
• there is a significant flaw that was not visible or described;
• the item was damaged in transit;
• a technical item does not work, even though it was described as working;
• there is a significant gap between the description and the actual condition.

In these cases, get in touch as soon as possible and send photos or a short video if needed.

With second-hand items, not every sign of use is a problem.

The following do not usually mean that the item differs from its description:

• the mark is clearly visible in the photos;
• the condition was described;
• there is normal wear for the age of the item;
• the box has light storage marks;
• you expected mint condition but the item was not described that way;
• your expectations differ from the condition you accepted before ordering.

A change of mind is different from receiving an incorrect item or finding an undisclosed problem. Contact us before dispatch to cancel. After receipt, contact us to discuss your request.

Most items in KPZ do not carry a commercial warranty like new goods from a shop, unless explicitly stated otherwise.

Many items are one-of-a-kind, older editions, collectibles or used things. A replacement or standard warranty procedure is not always possible.

If something is described as tested or working, that will be stated based on the available information.

You can cancel before dispatch. Email info@kpz.bg with your order number and wait for our confirmation. For agreed collection, contact us before handover.

After dispatch or receipt, email us to discuss a return or another solution. If the item is incorrect or has a problem not described on its product page, include photos and a short explanation.

We will agree any return, delivery costs and refund directly with you before you send the item back. These are private sales; this page explains how we handle requests.

For community listings, the buyer and seller sort out the terms between themselves.

KPZ is not a party to these transactions unless explicitly stated otherwise.

Before buying from another user, clarify:

• whether inspection is available;
• what exactly is included;
• what the condition is;
• who pays for delivery;
• what happens if you refuse the parcel;
• whether a return is possible.

Email info@kpz.bg as soon as you notice an incorrect item or a problem not described on its product page.

Include:

• order number, if there is one;
• name of the item;
• a brief description of the problem;
• photos;
• a video, if the problem is with how a device or game works;
• a photo of the packaging, if there is transit damage.

The clearer the information, the easier it will be to find a reasonable solution.