RETURN AND REFUND POLICY
Last updated: 03-23-2025
Right of Withdrawal and Return/Refund of Products
In accordance with current regulations and Article 50 of the Bulgarian Consumer Protection Act, every Customer has a right of withdrawal for fourteen (14) consecutive days from the receipt of their order of Products from the Company. Upon expiration of this period, the right of withdrawal becomes irrevocably void.
Within this fourteen (14) day period, the Customer must exercise their right of withdrawal by contacting the Company through any unambiguous written means, for example, by sending a letter or email to Customer Service, including the following information: Customer’s first name, last name, address, phone number, email address, as well as the description of the ordered Products concerned, their quantity, the order number, the order date, and the delivery date. Upon receipt, the Company will acknowledge receipt and provide the Customer with a return authorization number. The Customer then has an additional fourteen (14) days to return, at their own expense, the Product(s) ordered if they are not satisfactory. This period starts from the day the aforementioned authorization number is obtained.
Products subject to withdrawal must be returned in their original packaging and condition to the address provided by Customer Service. The Products must be returned in new condition and suitable for resale, meaning: (1) no Product opened, (2) no Product damaged, (3) no Product deteriorated, (4) no Product partially used, (5) no Product not stored according to the recommendations indicated on its packaging, (6) in general, no alteration or modification of at least one of the ordered Products that would prevent its resale. The Products must be accompanied by all their accessories and the return number provided by the Company. The costs and risks associated with the return of the product are borne by the Customer. If the product is lost by the carrier during this shipment, the Customer will be solely responsible and cannot be refunded by the Company. As part of this right of withdrawal, for returned Products that are incomplete, damaged, soiled, or unsuitable for resale, the Company reserves the right to refuse to refund the returned products or to apply a deduction to the refund amount. Any package returned to the address provided by Customer Service without any elements allowing the identification of the Customer, particularly the return number, cannot under any circumstances be refunded. No claims from the Customer will be accepted.
If the above conditions are met, the Company will refund the Customer within a maximum of thirty (30) days from the date of receipt of the package by the Company, the amounts paid by the Customer, with the exception of shipping costs and return costs, which remain the responsibility of the Customer. The costs and risks associated with reshipment are borne by the Customer. Therefore, it is the Customer’s responsibility to retain all proof of this return. The Company recommends that the Customer return the Products via a tracked shipping method, such as registered mail.
