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Refund policy

This policy is drafted in accordance with the Bulgarian Consumer Protection Act and Directive 2011/83/EU. It does not limit any statutory consumer rights granted under applicable law.

1. Right of Withdrawal (Distance Sales)

Every consumer has the statutory right to withdraw from a distance contract without providing any reason within 14 days from the date of receipt of the goods.

As an additional commercial policy, Artisannel grants an extended withdrawal period of 30 days, starting from the date of receipt of the goods, under the conditions set out below.

To exercise your right of withdrawal, you must notify us before the expiry of the applicable period via one of the following channels:

You may also use the standard withdrawal form pursuant to Annex I(B) of Directive 2011/83/EU (available upon request).

The right of withdrawal is independent of and does not affect the consumer’s rights related to complaints or statutory warranty in case of non-conformity of the goods.

2. Conditions for Returning Goods

To be eligible for a return, the goods must be returned in a condition that allows for resale, namely:

  • without signs of use beyond what is necessary to inspect the nature, characteristics, and functioning of the goods, as would be permitted in a physical retail store;
  • without mechanical damage;
  • with all labels, accessories, and accompanying documentation;
  • where possible, in the original commercial packaging.

The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and proper functioning.

The absence of original packaging or the presence of signs of use does not deprive the consumer of the right of withdrawal, but may result in a reduction of the refunded amount, proportionate to the diminished value of the goods.

3. Exceptions to the Right of Withdrawal

Pursuant to Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • cosmetic and hygiene products that have been unsealed after delivery, due to health protection and hygiene reasons (e.g. opened oils, creams, serums, cosmetics, cleansing products);
  • goods made to the consumer’s specifications or clearly personalized;
  • gift cards or vouchers.

4. Return Procedure

After receiving your withdrawal notice, we will provide you with instructions for returning the goods.

The consumer must send or hand over the goods back to the trader no later than 14 days from the date on which the trader was informed of the withdrawal.

Return address:
Plovdiv, Raya Street 11, Bulgaria

Return Costs and Risk

  • The direct cost of returning the goods shall be borne by the consumer, except in cases of defective or incorrectly delivered products.
  • In cases of defect or non-conformity, the return costs shall be borne by the trader.
  • The risk of loss or damage to the goods during the return shipment is borne by the consumer until the goods are received by the trader.

5. Refunds

Once the returned goods have been received and inspected, you will be notified of the approval or rejection of the refund.

Refunds shall be made:

  • within 14 days from the date on which the trader is informed of the withdrawal,
  • provided that the trader may withhold the refund until the goods have been received back or until proof of return shipment has been supplied.
  • Refunds will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.

If the entire order is returned, the initial delivery costs will also be refunded, up to the value of the least expensive standard delivery option offered by the trader.

In the case of a partial return, the initial delivery costs shall not be refunded, unless otherwise required by law.

The trader reserves the right to take appropriate measures in cases of systematic abuse of the right of withdrawal, including refusing future orders, in compliance with applicable law.

6. Complaints and Non-Conformity of Goods

6.1. Damaged or Incorrectly Delivered Goods

If you identify visible transport damage or receive an incorrect product, please notify us within 3 business days of receipt by email, providing:

  • the order number;
  • photos of the product and packaging.

This timeframe is recommended for procedural efficiency only and does not limit your statutory rights in case of non-conformity.

6.2. Statutory Warranty

In the event of non-conformity of the goods with the contract, the consumer has the right to submit a complaint within two (2) years from the date of delivery, in accordance with applicable law.

7. Contact Details

For questions, complaints, or to exercise your right of withdrawal, you may contact us at: