Refund Policy

1. GENERAL INFORMATION

This Refund Policy governs the rights of users of the website www.antoniabeauty.bg of "Antonia Beauty" regarding the return of products and refunds in accordance with European consumer law.

Contacts for returns:

Phone: +359 (2) 4517 635
Email: info@antoniabeauty.bg
Address: Sofia, 16 A Byalo Pole Street, Bulgaria

2. RIGHT OF WITHDRAWAL (14-DAY "COOLING-OFF" PERIOD)

European right of withdrawal:

According to Directive 2011/83/EU on Consumer Rights, you have the right to cancel your order within 14 calendar days without giving any reason.

Start of the 14-day period:

For goods: From the day on which you or a third party indicated by you receives the goods
For multiple items: From the day of receipt of the last item
For goods in parts: From the day of receipt of the last part

How to exercise your right of withdrawal:

Let us know: Send a clear application to info@antoniabeauty.bg
Include information: Order number, date of purchase, reason for return
Get confirmation: You will receive confirmation within 24 hours

3. RETURN CONDITIONS

Product condition:

To be accepted for return, products must be:

Unopened: In its original packaging
Unused: No signs of use
Labeled: With original labels
Objectives: No damage or deformation

Exceptions to the right of withdrawal:

According to Article 16 of Directive 2011/83/EU, the following products are NOT subject to return:

Sealed goods:

Perfumes and cosmetics that are open for hygiene reasons
Products that cannot be returned for health reasons

Customized products:

Custom-made products
Engraved or personalized goods

Perishable products:

Products with a short shelf life

Eligible check:

You can unpack the product for inspection.
Checkout should be like in a physical store
You should not use the product beyond what is necessary for verification.

4. RETURN PROCEDURE

Step 1 - Request a return:

Contact us: within 14 days of receipt
Get Authorization: RMA Return Number

Step 2 - Preparing the shipment:

Packaging: In original packaging
Documents: Include a copy of the invoice
RMA number: Paste the shipment number

Step 3 - Submit:

Address: Sofia, 16 A Byalo Pole Street
Recipient: Antonia Beauty - Returns
Note: RMA number required

5. RETURN COSTS

For cancellation without reason (14 days):

The customer pays: The costs of returning the shipment
Exception: If we have provided inaccurate product information

For defective/wrong products:

We pay: All return costs
Method: We send a courier or refund the fee

Recommended couriers:

Econt: Recommended service
Speedy: Alternative option
Bulgarian Posts: With return receipt

6. REFUND

Refund deadlines:

14 calendar days: From the day we receive the products back
Verification: 2-3 business days for status verification
Processing: 1-2 business days for bank transaction

Ways to recover:

Same payment method:

Bank card: Automatic refund
Bank transfer: To the same account
Cash on delivery: Bank transfer

Alternative methods:

Voucher: For future purchases (optional)
Exchange: For another product of the same value

Partial refund:

When returning part of the order:

We refund the value of returned products
Shipping fee is refundable only upon full return.

7. DEFECTIVE PRODUCTS AND WARRANTY

European 2-year warranty:

According to European legislation, all products have a minimum 2-year warranty against defects.

What does the warranty cover:

Manufacturing defects: Manufacturing errors
Non-conformity: The product does not match the description.
Quality: Below expected quality for the type of product

Defect procedure:

Report immediately: As soon as possible
Documentation: Photos of the defect
Solution: Repair, replace or refund

Presumption of defect:

First 12 months: Presumption that the defect existed at the time of delivery
After 12 months: Proof may be required

8. SPECIAL CASES

Delivery error:

Wrong product: Full refund + we cover the costs
Damage during transport: Immediate replacement
Missing products: We deliver the missing products for free

Promotional products:

Gifts: Must be returned with the main product
Discounts: We refund the actual amount paid

Multiple products:

Partial return: Possible for individual products
Free shipping: May be lost on partial returns

9. PROCESSING OF COMPLAINTS

Internal procedure:

Receiving: All complaints are registered
Investigation: We are checking all circumstances
Answer: Within 14 days
Solution: Fair to all parties

External dispute resolution:

If you are dissatisfied, you can contact:

Consumer Protection Commission:

Address: Sofia 1000, 18 Vitosha Blvd.
Phone: +359 2 940 7820
Website: kzp.bg

European Consumer Centre:

Address: Sofia 1618, 12 Bulgaria Blvd.
Phone: +359 2 926 7245
Email: office@ecc.bg

10. DATA AND PRIVACY

Processing of personal data:

Purpose: For returns processing only
Retention: 5 years for accounting purposes
Security: According to GDPR requirements

Rights of the subjects:

Access to your data
Correction of inaccuracies
Deletion under certain conditions

11. SPECIAL INSTRUCTIONS

For fragile products:

Pack carefully in bubble wrap
Mark the shipment as "Fragile"
Use a sturdy box

For liquid products:

Check that the caps are tightly closed.
Place in a plastic bag
Avoid leakage

12. CONTACT US

For questions about returns:

Phone: +359 (2) 4517 635
Email: info@antoniabeauty.bg
Working hours: Monday - Friday, 9:00 - 17:00.
Online form: Available on the website 24/7

Return address:
Antonia Beauty - Returns
Sofia, 16 A Byalo Pole Street
Bulgaria

13. UPDATES

Partners:
Econt: Main delivery partner in Bulgaria

Speedy: Alternative Courier

DHL: For international deliveries

Bulgarian Posts: For remote areas

Problems with the courier:
If you have any problems with the courier service, please contact us.

We will help resolve the problem quickly.

14. UPDATES

This policy may be updated in the event of changes in:

European and Bulgarian legislation
The company's business practices
Partner Terms

If there are any changes, we will publish the new version of the website and notify customers.

Last updated date: June 13, 2025