Terms of service

Last updated: May 2026

1. GENERAL INFORMATION

This website is operated by Refan (“the Merchant”, “we”, “us”), a company registered in the Republic of Bulgaria.

These Terms of Service govern the use of the online store available at https://shop.refan.com and the purchase of products through it.

By accessing the website or placing an order, you agree to these Terms.

2. LEGAL FRAMEWORK

These Terms are governed by:

  • The Consumer Protection Act (Закон за защита на потребителите)
  • The Electronic Commerce Act (Закон за електронната търговия)
  • The Obligations and Contracts Act (Закон за задълженията и договорите)
  • Relevant EU consumer protection and GDPR regulations

3. ELIGIBILITY

Orders may be placed by:

  • Individuals aged 18 or older, or legally capable persons
  • Legal entities acting through authorized representatives

4. PRODUCTS AND INFORMATION

  • Products are described as accurately as possible.
  • Minor variations in color, packaging, or scent may occur due to production batches.
  • All product information is provided in accordance with Bulgarian consumer law.

5. PRICES AND PAYMENTS

  • All prices are in BGN or EUR (as displayed) and include VAT where applicable.
  • Prices do not include delivery fees unless explicitly stated.
  • The Merchant reserves the right to change prices without prior notice, but changes do not affect already confirmed orders.
  • Payment is required in full before shipment.

6. ORDERING PROCESS

The contract between the customer and the Merchant is concluded when:

  1. The customer places an order via the website
  2. The Merchant sends an order confirmation (email or system confirmation)

The Merchant reserves the right to refuse or cancel orders in cases of:

  • Incorrect pricing or system errors
  • Lack of stock
  • Suspicion of fraud or abuse
  • Failure to complete payment

7. DELIVERY

  • Deliveries are made within Bulgaria and/or international destinations where applicable.
  • Delivery times are indicative and not legally binding unless explicitly agreed.
  • Risk of loss transfers to the customer upon delivery of the goods.

If the customer does not accept delivery without valid reason, additional shipping costs may apply.

8. RIGHT OF WITHDRAWAL (IMPORTANT – BULGARIAN LAW)

Under Article 50 of the Consumer Protection Act, consumers have the right to withdraw from a distance contract within 14 days without giving a reason.

Conditions:

  • The withdrawal period is 14 days from receipt of goods
  • The customer must notify the Merchant in writing (email or form)
  • Goods must be returned unused, undamaged, and in original packaging

Exceptions (Article 57 ZЗП):

The right of withdrawal does NOT apply to:

  • Sealed goods that are unsealed after delivery for hygiene reasons (e.g. perfumes, cosmetics)
  • Products that cannot be returned for health protection reasons once opened

9. RETURNS AND REFUNDS

  • Approved returns are refunded within 14 days after receipt and inspection of goods
  • Refunds are made using the same payment method unless otherwise agreed
  • Shipping costs for returns may be borne by the customer unless the product is defective or incorrectly delivered

10. DEFECTIVE GOODS (LEGAL WARRANTY)

Under Bulgarian law, consumers are entitled to:

  • Repair or replacement of defective goods
  • Price reduction or refund if repair/replacement is not possible

Claims must be submitted within a reasonable time after discovery of the defect.

11. LIABILITY

The Merchant is not liable for:

  • Delays caused by courier services or force majeure
  • Improper use of products by the customer
  • Indirect or consequential damages

Liability is limited to the value of the purchased product, unless otherwise required by law.

12. INTELLECTUAL PROPERTY

All content on the website (text, images, logos, product descriptions) is protected under Bulgarian and EU intellectual property laws and may not be used without permission.

13. PERSONAL DATA (GDPR)

The Merchant processes personal data in accordance with:

  • Regulation (EU) 2016/679 (GDPR)
  • Bulgarian Personal Data Protection Act

Full details are available in the Privacy Policy.

14. DISPUTE RESOLUTION

In case of dispute:

  • Parties will first attempt to resolve the matter amicably
  • Customers may contact the Commission for Consumer Protection (КЗП) in Bulgaria
  • Online dispute resolution is available via the EU ODR platform

15. CHANGES TO TERMS

The Merchant reserves the right to update these Terms at any time. The updated version becomes effective upon publication on the website.

16. CONTACT INFORMATION

For questions regarding these Terms or your order, contact us via:

  • Website contact form
  • Email listed on the official website