Ordering, delivery and returns terms

1. Ordering and submitting files

The platform is designed to save you time with a simple 3-step process:

• Configuration: you choose a model, size, material and quantity. The price is calculated instantly.
• Print files: you can upload a print-ready file directly to our server, provide a download link (WeTransfer, Google Drive, etc.) or send a secure link to your external designer/partner who will upload the files for you.
• Requirements: to start production, files must meet our technical requirements (CMYK, 150–300 DPI, fonts converted to outlines, flattened layers). If there is a mismatch, our team will contact you to correct it.

2. Production times and logistics (the “2:00 PM rule”)

We specialise in express production within 24 hours. Since printing is a technological process, the dispatch time depends on the exact moment your print file is received and approved by our operator. The times below apply to working days in Bulgaria.

Pick-up from our office (free)

• If the file is approved by 2:00 PM, your order goes into production immediately and can be collected from our office (20 Slavovitsa St., shop 4, Gotse Delchev, Sofia) on the same working day by 6:00 PM.
• You will be notified through our Live Tracker (and by email) of the exact time your banners will be ready.

Courier delivery

The delivery price is calculated automatically based on the total weight of the selected stands. Courier delivery is available within Bulgaria.

• File approved BY 2:00 PM: your order is printed, assembled and handed to the courier on the same working day. Expect delivery the next working day.
• File approved AFTER 2:00 PM: your order goes into print with priority the same day. However, due to working hours and courier schedules, the parcel will physically be handed to the courier on the next working day.

3. Cancelling an order

Due to the express nature of the service and the automated production process, the cancellation terms are as follows:

• The client may cancel the order free of charge and without penalties only while it has the status “Waiting for file” or “Order received” and the files have not yet been sent to print.
• Once the order has moved to “File check” (prepress has started) or “Printing”, cancellation is no longer possible and the client owes the full order amount.

4. Returns and exchanges (right of withdrawal)

Under Art. 57(3) of the Bulgarian Consumer Protection Act, the 14-day right of withdrawal and return does not apply to goods made to the consumer’s specifications or clearly personalised.

Since all roll-up banners offered by Orange Express are printed with specific files supplied by the client, they are personalised products and cannot be returned or exchanged if the client changes their mind or has made a mistake in the submitted file (e.g. a spelling mistake, wrong size, low resolution).

5. Complaints and defects

Notwithstanding the exception under Art. 57, the client has the full right to file a complaint in case of a manufacturing defect (e.g. a damaged or non-working stand) or a printing error caused by the Merchant (e.g. smudged print, defective film, a file different from the one submitted).

• The client must notify the Merchant of the defect within 3 (three) working days of receipt at sales@orangexpo.bg, attaching photos.
• For a justified complaint, the Merchant will remake and replace the defective product entirely at its own expense as soon as possible. If replacement is impossible, the Merchant will refund the client.
• The client is fully responsible for spelling, stylistic or colour errors (as well as colour deviations if the file was not supplied in CMYK) in the design approved for print. Such cases are not grounds for a complaint.

6. Refunds

For a timely cancellation (before printing) or an approved complaint where replacement is impossible, refunds are made as follows:

• If the payment was made by debit/credit card through the virtual POS terminal (myPOS), the amount is refunded only to the same card used for the payment.
• If the payment was made by bank transfer, the amount is refunded to the same bank account the transfer came from.
• Refunds are processed within 14 working days of approving the complaint or cancellation.

7. Real-time tracking (Live Tracker)

• Right after completing your order you receive a unique Live Tracker link.
• There you can follow every step live: Waiting for file → Received → File check → Printing → Ready.
• When the order goes into “Printing”, the tracker shows the expected ready time (ETA).
• If you have opted in to notifications, you will receive an automatic email at every status change.

8. Payment methods

All orders are paid in advance – printing starts once the order is paid. You can pay in two ways:

• Card online: secure and instant payment through the myPOS virtual terminal. The order starts immediately.
• Bank transfer: right after completing your order you receive the bank details by email (they are also shown in the tracker). We can also send a pro-forma invoice on request. Important: production starts once the amount arrives in our account or after a valid payment order has been sent.

9. Invoicing

If you need a tax invoice, tick “I need an invoice” during checkout and fill in your company details correctly. All prices on the website include VAT.