Refund policy

Last updated: May 2026

1. GENERAL INFORMATION

This Return & Refund Policy applies to purchases made through https://shop.refan.com and is governed by the Bulgarian Consumer Protection Act and applicable EU legislation.

This policy explains your rights regarding returns, refunds, and product exchanges.

2. RIGHT OF WITHDRAWAL (14 DAYS)

In accordance with the Bulgarian Consumer Protection Act, consumers have the right to withdraw from a distance contract within 14 calendar days without providing any reason.

The withdrawal period starts from:

  • the day the consumer (or a third party other than the carrier) receives the goods

To exercise the right of withdrawal, the customer must:

  • notify us in writing (email or contact form) within the 14-day period
  • return the goods within the legally required timeframe

3. CONDITIONS FOR RETURNS

To be eligible for a return, products must be:

  • unused and in original condition
  • in their original packaging
  • with all labels, accessories, and packaging intact

We reserve the right to refuse returns if these conditions are not met.

4. EXCEPTIONS (LEGAL EXCLUSIONS)

According to Article 57 of the Bulgarian Consumer Protection Act, the right of withdrawal does not apply to:

  • sealed goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons (e.g. perfumes, cosmetics, personal care products)
  • products that have been used or whose hygienic seal has been broken

5. REFUNDS

Once returned products are received and inspected:

  • refunds are processed within 14 days
  • refunds are issued using the same payment method used for the original transaction, unless otherwise agreed
  • we may withhold the refund until the goods are received or proof of return shipment is provided

6. RETURN SHIPPING COSTS

  • Customers are responsible for return shipping costs
  • If the product is defective, damaged, or incorrectly delivered, the seller covers the return costs

7. DEFECTIVE OR WRONG ITEMS

If you receive a product that is:

  • defective
  • damaged during transport
  • or incorrect compared to your order

you are entitled to:

  • replacement
  • repair (if applicable)
  • or a full refund

Claims should be submitted within a reasonable time after discovering the issue.

8. RETURN PROCEDURE

To return a product:

  1. Contact customer support
  2. Provide your order number and reason for return
  3. Receive return instructions and address
  4. Send the product back securely
  5. Wait for confirmation and refund processing

9. REFUNDS FOR WITHDRAWAL

In case of a valid withdrawal:

  • you will receive a full refund of the product price
  • additional shipping costs may not be refunded if you chose a non-standard delivery method

10. CONTACT INFORMATION

For returns or refund requests, please contact us via:

  • the website contact form
  • the official support email listed on the website