Terms and conditions

Last updated: 27 October 2026 · Условия на български

1. Who we are

The shop at www.pendim.com is run by Pendim SD, registered in Bulgaria under UIC 040582793, VAT number BG040582793.

Registered office: Bogomil 17 str., 4000 Plovdiv, Bulgaria. This is not a shop or showroom and is not open to visitors.

Contact: info@pendim.com, +359 888 819 528, or the contact form.

2. These terms

These terms apply to every order placed in this shop. A "consumer" is a person buying for purposes outside their trade or profession; a "business" is anyone buying for their trade or profession. Some sections apply to consumers only and say so.

3. Products and prices

  • Our mallets are handmade in our workshop in Plovdiv. Photos show the model; handmade items and natural materials vary slightly.
  • Prices are in euros. For delivery within the EU they include VAT; for delivery outside the EU they are shown without VAT. The VAT is worked out from the delivery address during checkout.
  • EU businesses with a valid VAT number that is confirmed during checkout buy without VAT (reverse charge).
  • For delivery outside the EU, import duties, taxes and customs fees in the destination country are paid by the buyer.
  • Shipping costs are shown at checkout before you order.
  • Instruments (xylophones and marimbas) are sold by enquiry: use "Ask for a price" on the product page and we send you an offer.

4. Ordering and the contract

  1. Choose the product and its options and add it to the cart.
  2. At checkout enter your details and delivery address, choose the shipping method and check the order summary. You can correct any entry before you confirm.
  3. Confirming the order and paying is a binding offer to buy.
  4. The contract is made when we send the order confirmation by email.

The contract language is English; these terms are also available in Bulgarian. We keep a copy of your order; you can see it in your account if you registered, and the confirmation email includes these terms.

5. Payment

You pay by card when you order (Visa, Mastercard, Maestro, and Apple Pay or Google Pay where your device offers them). Payments are processed by Stripe; we never see your full card details.

6. Making and delivery

  • Mallets are made to order. We make and ship them within 30 days of payment.
  • In Bulgaria and most of Europe we ship by courier (Interlogistica); to other countries by Bulgarian Posts registered mail.
  • If we cannot ship within 30 days we tell you, and you may cancel and get a full refund.
  • Please check the parcel when it arrives. If it is damaged, ask the carrier to note it on delivery and tell us as soon as you can.
  • For consumers, the goods are your responsibility from the moment they are handed to you.

7. Right of withdrawal (consumers)

You can withdraw from the purchase of ready models within 14 days of receiving them, without giving a reason.

To withdraw, send us a clear statement before the 14 days end: by email to info@pendim.com (you may use the form at the end), by phone on +359 888 819 528, or with the contact form.

  • Send the goods back within 14 days of telling us, to Pendim SD, Bogomil 17 str., 4000 Plovdiv, Bulgaria. You pay the cost of returning them.
  • We refund everything you paid, including the standard shipping cost, within 14 days of receiving your statement, using the payment method you used. We may wait with the refund until we have the goods back or proof that you sent them.
  • You are responsible for any loss in value caused by handling the goods beyond what is needed to see what they are.

Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalised, which covers custom-made mallets (your choice of colours, handles and hardness) and engraved mallets.

8. Guarantee and warranty

  • As a consumer you have the legal guarantee of conformity under Bulgarian law: if the goods are faulty or not as described, we repair or replace them, or reduce the price or refund you, for 2 years from delivery.
  • On top of that, Pendim instruments have our 2-year warranty, for every buyer, businesses included. It stays with the instrument, and Pendim pays the transport for warranty repairs.
  • Normal wear (for example worn yarn after playing) and damage from misuse are not faults.
  • To report a problem, email us or use the contact form, with your order number and a photo. We usually answer within 1–3 working days.

9. Liability

We are liable without limit for intent and gross negligence and for injury to life, body or health. Otherwise we are liable only for foreseeable damage from a breach of an essential obligation of the contract. Your statutory rights as a consumer are not affected.

10. Personal data

How we handle your data is described in our Privacy policy.

11. Complaints and disputes

Please contact us first: most problems are solved quickly by email.

Consumers can also contact the Bulgarian Commission for Consumer Protection (www.kzp.bg, 1000 Sofia, 4A Slaveykov Square), which runs conciliation commissions for out-of-court settlement.

These terms are governed by Bulgarian law. If you are a consumer living in another EU country, you keep the protection of the mandatory consumer law of your country.

12. Changes

We may update these terms. The terms that apply to your order are the ones shown when you placed it; the date at the top shows when they last changed.

Model withdrawal form

(Fill in and send this form only if you want to withdraw from the contract.)

To: Pendim SD, Bogomil 17 str., 4000 Plovdiv, Bulgaria, info@pendim.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Name:
  • Address:
  • Signature (only if this form is sent on paper):
  • Date: