Returns and exchanges

Your right to cancel (statutory 14-day cancellation right)

If you are a consumer, you have the right to cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The cancellation period expires 14 days after the day on which you (or a third party other than the carrier, indicated by you) acquire physical possession of the goods; where the goods are delivered in several instalments, the period runs from the day you acquire the last item.

To exercise the right to cancel, you must inform us of your decision to cancel by a clear statement (for example, a letter sent by post, or an email). You may contact us at: Cvetita Herbal EOOD, Bulgaria, Burgas 8000, Graf Ignatiev St. No 17; email office@cvetitaherbal.com; telephone +359 988 393 509. You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.

Model cancellation form

To Cvetita Herbal EOOD, Bulgaria, Burgas 8000, Graf Ignatiev St. No 17, email office@cvetitaherbal.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.

Effects of cancellation. If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for any loss in value of the goods, if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Returning the goods. You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exception for sealed health-protection goods. Please note that, under regulation 28(3) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to the supply of sealed goods which are not suitable for return for health protection or hygiene reasons if they become unsealed after delivery. As our food supplements are supplied sealed for health and hygiene reasons, the statutory right to cancel does not apply once the seal (including the cellophane wrap or the safety seal on the box) has been broken after delivery. If the seal remains intact, you may still exercise your statutory right to cancel as set out above. In addition to your statutory rights, we voluntarily accept returns and exchanges of unopened, unused and sealed products under the practical conditions described below. Your statutory rights as a consumer, including your rights in respect of faulty or misdescribed goods under the Consumer Rights Act 2015, are not affected by these voluntary conditions.

Conditions for a voluntary return or exchange

A product purchased from our online store may be returned or exchanged within 14 (fourteen) days of its delivery, provided that its commercial appearance is preserved and it is complete with an intact box. For products with a warranty, the procedure set out in the warranty conditions applies. To arrange a return or exchange, please call us on +359 988 393 509 and we will give you instructions for the return. The transport costs for a voluntary return are covered BY THE BUYER. The return of the product itself will be carried out subject to the following conditions:

1) The product must be unused and unopened, without any external signs of use.

2) The integrity of the product must not be compromised – it must be sent back to us in the condition in which it was received.

3) Its packaging must not be damaged (creased, soiled, torn, ripped or taped over).

4) There must be no signs of use, scratches or knocks on the product itself.

5) There must be no missing accessories, if any were sent with the order.

You must always state the name, order number and bank account for the transfer of the amount.
If the conditions above are not met, we reserve the right to refuse the return.

CONDITIONS FOR RETURNING/COMPLAINING ABOUT PURCHASED GOODS

The period for a voluntary return is 14 (fourteen) days from the date of receipt of the goods. In the returned shipment, in addition to the return form, you must enclose proof of purchase (courier document or a printout from the trader's site). It is an essential condition that the purchased products are in proper commercial appearance, with undamaged packaging, UNUSED and without the cellophane being opened or the box torn, which is considered a breach of the integrity of the packaging.

The goods may be returned to the company's office by courier. The transport costs for a voluntary return are for the Customer's account and are not refunded. Shipments sent as cash on delivery are not accepted. After receipt of the returned goods and their inspection (information about which will be sent by email or telephone), the value, excluding transport costs, is refunded to the Customer by bank transfer within 14 working days. Goods whose return/complaint cannot be accepted (e.g. if sent after the stated period, if not accompanied by a document, if unpacked, and so on) will be sent back to the Customer at their expense.

If, for any reason, the Customer has made a mistake and indicated a product other than the one they wanted, and did not detect the mistake before the order was sent, they may contact the company's office so that a decision can be made on how to proceed. Each case is considered individually. The costs of returning a product and sending a newly requested one are for the Customer's account. If the new order is more expensive, the difference is paid. The Supplier is entitled to refuse the return of a product at its discretion, if the circumstances so require.

Any goods that do not correspond to what the Customer requested are subject to a complaint. The Customer may refuse them on receipt from the courier and not accept them. In the event of an obvious non-conformity of the goods received with those requested, contact us immediately on: +359 988 393 509. The non-conformity is checked against the name of the product in the order and the name of the product the Customer received. If such an error is established, the Customer returns the product at the Supplier's expense and the correct one is sent to them.

Goods for which the Customer was warned in advance of a non-conformity or defect are not subject to complaint, nor are goods whose non-conformity is due to materials provided by the customer. If, on receipt of goods, the packaging is damaged or torn, the complaint will be accepted only in the presence of the courier at the very moment of receipt of the goods. In this case, contact us immediately by telephone or make a complaint to the courier. The complaint is certified by a record in the consignment note by the recipient, at the moment of receipt of the shipment.

Complaints relating to mechanical damage arising during transport will be considered only on the basis of a damage report drawn up in the presence of the courier. In the event of visible damage to the shipment at the moment of its handover, a report is drawn up (in two identical copies) describing the observed condition of the shipment and its packaging. In this case, the Customer may refuse to accept the shipment or take it at their own responsibility. If a Customer accepts such a shipment and does not raise their claims with the courier on receipt, the responsibility for the complaint passes to the courier who delivered the shipment. In such circumstances, the complaint conditions of the relevant courier company apply.

Where a complaint is made within the applicable time limit and under all the conditions of the store and applicable law, the Customer may claim a refund of the amount paid, a replacement of the goods, or a price reduction, in accordance with the Consumer Rights Act 2015. This is in addition to, and does not affect, your statutory right to cancel described above.

HANDLING OF RETURNS/COMPLAINTS

An opened and already used product is not subject to a voluntary return or exchange; however, this does not affect your statutory rights in respect of faulty or misdescribed goods, or your statutory right to cancel where the seal remains intact.