Legal Guarantee, Product Issues & Complaints

Warranty & Complaints

The seller is KONIG TRADE EOOD, trading as AM Global Trading.

Contact: support@globaltradingam.com

This policy explains consumer rights concerning defective, damaged, incorrect or otherwise non-conforming goods. Business purchases are governed by our B2B and Quotation Terms and any expressly agreed conditions.

1. Your statutory rights

Consumers have statutory rights where goods do not conform to the contract.

For purchases covered by applicable EU consumer sales rules, we are responsible for a lack of conformity that existed at delivery and becomes apparent within the applicable statutory period, generally at least two years from delivery. Longer periods, statutory extensions and more favourable mandatory national rights remain unaffected.

These rights exist independently of any manufacturer's or other commercial guarantee. You may contact us directly; you do not have to pursue our supplier or the manufacturer instead.

The 14-day withdrawal period does not limit your rights concerning non-conforming goods. Change-of-mind returns are explained separately in our Returns & Refunds Policy.

2. Products covered and normal consumption

Goods must conform to their description and the applicable contractual and statutory requirements, including any compatibility expressly stated by us.

This applies to original, compatible and remanufactured products. A product's classification does not, by itself, remove statutory conformity rights.

For toner, ink and other consumables, the legal guarantee does not mean that the product will last two years regardless of use. Normal depletion does not by itself establish a defect. This does not exclude claims concerning faulty goods, insufficient filling, inaccurate capacity claims or other non-conformity.

Opening packaging, installing a cartridge or using a product does not automatically invalidate a claim. Any issue involving handling, storage or use will be assessed in relation to the reported problem and applicable law.

3. Reporting a problem

Contact support@globaltradingam.com if goods are defective, damaged, incorrect, incomplete or do not match their description or the compatibility we stated.

Where available, please provide:

• Your order number or other information identifying the purchase.
• The product reference and affected quantity.
• A description of the problem and when it became apparent.
• Your printer model, where relevant.
• Photographs, error messages or sample prints that may help explain the issue.

Photographs and original packaging are not conditions of your statutory rights. We do not require unreasonable evidence or refuse a claim solely because the packaging has been opened.

We may request information or inspection reasonably necessary to assess the problem. Applicable legal rules on evidence and the burden of proof remain unaffected.

Please report problems promptly so that we can assist you. We do not impose a short reporting deadline, such as 24 or 48 hours, as a condition of your rights. Any applicable statutory notification requirements remain relevant.

4. Repair, replacement and other remedies

Under applicable EU consumer sales rules, you may generally choose between repair and replacement, unless the chosen remedy is impossible or would impose disproportionate costs compared with the alternative.

Repair or replacement must be provided free of charge, within a reasonable time and without significant inconvenience, subject to any more specific mandatory deadlines.

A proportionate price reduction or termination of the contract with a refund may be available where the legal conditions are met, including where an appropriate repair or replacement is not provided, the defect persists following an attempted remedy, or the defect is sufficiently serious to justify an immediate remedy.

Under those rules, a minor lack of conformity does not normally justify termination; the seller bears the burden of establishing that it is minor. Other available remedies remain unaffected.

Before arranging a remedy, we will explain your applicable options. We will not impose store credit or a voucher in place of a monetary refund to which you are legally entitled.

Any legally required extension, suspension or renewal of the relevant guarantee or liability period will be applied. Where the applicable rules provide a one-time 12-month extension following repair, we will apply that extension and inform you of it when explaining your remedy options.

5. Inspection, collection and returns

If inspection or return is necessary, we will explain the arrangements and provide an appropriate return or collection method.

We bear the necessary costs of a statutory remedy, including required transport, labour and materials. We do not apply the change-of-mind return-cost rule to a statutory remedy for non-conforming goods.

Please contact us before returning the goods so that we can arrange a suitable method and confirm the return address. This does not make your statutory rights conditional on our prior approval.

Where reasonably possible, retain the affected goods while the claim is being assessed and package them securely for an agreed return.

If we conclude that a reported issue is not covered, we will explain the reasons. We will not carry out a chargeable repair or other paid service without first informing you of the cost and obtaining your express agreement.

6. Refunds

Where a refund is due, we will explain the amount, any required return arrangements and the applicable timing.

For termination because of non-conforming goods, we bear the necessary return costs. Refunds will be made in accordance with the applicable legal requirements, including rules concerning receipt of the goods or evidence of return.

We use the original payment method unless you expressly agree otherwise and do not charge a refund fee.

See our Payment Terms for payment-processing information. Bank or payment-provider processing does not remove our refund obligations.

7. Complaints and dispute resolution

Send complaints to support@globaltradingam.com with your order number or other identifying information and a description of the issue.

We will acknowledge your complaint, assess the information provided and work towards a solution without undue delay. We will explain our proposed remedy or the reasons for our decision.

If a consumer dispute cannot be resolved directly, you may seek assistance from the competent General Conciliation Commission administered by the Bulgarian Commission for Consumer Protection (KZP), subject to its jurisdiction and procedural rules.

Information is available on the KZP website. Where required by law, we will provide the relevant dispute-resolution information on a durable medium and state whether we will participate.

You retain the right to bring a claim before the competent courts. See our Terms and Conditions of Sale for further information.

Nothing in this policy limits your mandatory rights under the law applicable to your purchase.