Terms & Conditions

"Горекс Технолоджи" ЕООД, UIC 208152706, VAT: BG 208152706, registered address: гр. Горна Оряховица, ул. "Странджа" №13, Bulgaria, represented by инж. Милен Владков Маринов.

Phone: +359 61 884 019 — working hours: Monday–Friday, 07:30–16:30 (EET/EEST).

Email: [email protected]

Website: gorex-bg.com

These Terms and Conditions govern the relationship between "Горекс Технолоджи" ЕООД (hereinafter "the Company" or "GoRex") and any natural or legal person (hereinafter "Customer") who uses the website gorex-bg.com and/or purchases GoRex-branded products — directly from the Company or through authorised distributors.

By using the website or placing an order, the Customer confirms that they have read and fully accept these Terms and Conditions. If you do not agree, please stop using the website and do not place any orders.

The Company manufactures and markets the following categories of pellet heating equipment under the GoRex brand:

• ▸Pellet boilers — GoRex EXPERT, GoRex EXPERT COMBI and GoRex EXTREME series, available in 20, 30 and 50 kW outputs; suitable for heating residential and commercial buildings.
• ▸Pellet fireplaces with water jacket — GoRex BIJOU series (BIJOU, BIJOU DESIGN, BIJOU ELEGANCE) in 10, 16 and 25 kW outputs.
• ▸Pellet burners — GoRex RB and GoRex RB STAR series in 20, 30, 50 and 100 kW outputs; designed for retrofit installation in existing boilers.
• ▸Warm-air heaters — GoRex TVA series in 20, 30, 50 and 100 kW outputs; for industrial premises, warehouses and public spaces.
• ▸Pellet hoppers — 150 kg capacity; accessory for autonomous feeding of burners and boilers.

All products are manufactured in compliance with applicable European and national standards (EN 303-5:2012 / EN 303-5:2021) and are supplied with a declaration of conformity and technical documentation.

GoRex products are sold through two channels:

• ▸Authorised distributors — a network of commercial partners covering the whole country. Contracts with distributors are concluded directly between the Customer and the relevant distributor under that distributor's own commercial terms. GoRex is not a party to those contracts.
• ▸Direct order from the Company — via the contact form on the website or by telephone. A contract is deemed concluded upon written confirmation (email or other durable medium) from the Company specifying the product, quantity, price and delivery date.

• ▸Prices communicated for direct orders are in Bulgarian lev (BGN) and include 20% VAT, unless explicitly stated otherwise.
• ▸Accepted payment methods include: bank transfer to the Company's account, cash payment at the premises, or any other method agreed in the order confirmation.
• ▸Ownership of the product passes to the Customer upon receipt of full payment and signing of a handover protocol (where applicable).
• ▸The Company issues a VAT invoice for every sale within the timeframe required by Bulgarian VAT law.

• ▸Delivery to the Customer's address is carried out by courier or Company transport under conditions agreed at order confirmation.
• ▸Estimated delivery for in-stock products: 5–10 working days from the date of confirmed order and received payment (or deposit).
• ▸For made-to-order products or temporarily out-of-stock items, the lead time is agreed individually and stated explicitly in the confirmation.
• ▸Risk of accidental loss or damage passes to the Customer at the moment the product is handed to the courier/carrier or upon personal collection.

Pellet boilers, burners and warm-air heaters are specialised equipment requiring installation by qualified personnel.

• ▸Installation must be carried out by an authorised GoRex technician or the distributor's service engineer in accordance with the supplied installation manual.
• ▸Commissioning without qualified installation voids the commercial warranty and releases the Company from liability for any subsequent damage.
• ▸Requirements for the boiler room, flue, combustion air supply and electrical connection are described in the technical documentation supplied with each product.
• ▸Recommended fuel: wood pellets to ENplus A1 quality (6 mm diameter). Use of non-approved fuel types (high-ash agro-pellets, wet wood, etc.) without explicit manufacturer approval is the Customer's sole responsibility.

All GoRex products carry a commercial warranty in addition to the statutory two-year warranty provided to consumers under Bulgarian and EU law.

• ▸Pellet boilers and fireplaces — 24 months from the date of installation/commissioning, but no more than 30 months from the date of sale.
• ▸Pellet burners and warm-air heaters — 24 months from the date of sale, subject to correct installation and commissioning.
• ▸Combustion chamber and grate — consumable parts, not covered by the warranty.

The warranty does not cover:

• ▸Damage caused by improper installation or lack of routine maintenance.
• ▸Mechanical damage caused by the Customer or third parties.
• ▸Normal wear of consumable parts (seals, electrodes, gaskets).
• ▸Damage from use of unsuitable fuel or unsuitable operating conditions.
• ▸Damage caused by power-supply interruptions or fluctuations.

Under Bulgarian consumer protection law (Art. 50 ZZP, transposing EU Directive 2011/83/EU), a consumer (a natural person purchasing for personal use) has the right to withdraw from a distance or off-premises contract within 14 calendar days without giving any reason.

The withdrawal period runs from the date of receipt of the goods. Withdrawal must be communicated in writing — by email or using the standard withdrawal form published by the Bulgarian Consumer Protection Commission (KZP).

The right of withdrawal does not apply in the following cases (Art. 57 ZZP):

• ▸The product has been installed and commissioned (goods inseparable from the property after installation).
• ▸The product was manufactured to the Customer's individual specifications or clearly personalised.
• ▸The contract was concluded at a distributor's premises (outside the scope of distance selling rules).

Where the right of withdrawal is exercised, the cost of returning the goods is borne by the consumer, unless the Company has agreed to cover it.

Complaints must be submitted in writing to the Company's address or by phone:

• ▸Address: гр. Горна Оряховица, ул. "Странджа" №13
• ▸Phone: +359 61 884 019

The Company will review the complaint and provide a response within 30 days of receipt. If the complaint is upheld within the warranty period, the Customer is entitled to:

• ▸Free repair of the product.
• ▸Replacement with an identical or equivalent product (where repair is not possible).
• ▸A price reduction or contract rescission (where repair or replacement has failed).

• ▸The Company is not liable for damage caused by improper installation, maintenance or use of products in breach of the supplied technical documentation.
• ▸The Company is not liable for indirect or consequential loss (lost profits, business interruption, etc.) except in cases of intent or gross negligence.
• ▸Information on the website is provided for general informational purposes only. Technical specifications may be updated without prior notice.
• ▸The Company is not liable for temporary unavailability of the website due to technical issues or maintenance.

All elements of the website gorex-bg.com — including the GoRex trademark, logo, design, text, photographs, technical drawings and product documentation — are owned by "Горекс Технолоджи" ЕООД or used under a valid licence.

Reproduction, distribution or public display of any website content without the prior written consent of the Company is strictly prohibited.

These Terms and Conditions and all contracts concluded with the Company are governed by Bulgarian law — in particular the Law on Obligations and Contracts (ZZD), the Commercial Act (TZ) and the Consumer Protection Act (ZZP).

The parties shall seek to resolve any dispute amicably. Failing agreement, the competent court is the Bulgarian court at the Company's registered seat — Gorna Oryahovitsa Regional Court (for claims up to BGN 25,000) or the Veliko Tarnovo District Court (for larger claims), unless mandatory consumer-protection provisions prescribe a different jurisdiction.

The Company reserves the right to update these Terms and Conditions at any time. The revised version takes effect from the date of publication on this page. Contracts concluded before the change remain subject to the terms in force at the time of conclusion.