Returns & Complaints

Last updated: July 2026

As a consumer buying at a distance, you enjoy the protection of the Bulgarian Consumer Protection Act (CPA) and applicable European law. Below we explain your right of withdrawal, the exceptions for cosmetics on hygiene grounds and the complaint procedure at PhytoEssence.

1. 14-day right of withdrawal

Under Art. 50 of the CPA you have the right to withdraw from the distance contract, without giving a reason, within 14 days. The period begins on the day on which you, or a third party indicated by you (other than the courier), take possession of the ordered Goods. Where several items are ordered in one delivery, the period runs from receipt of the last item.

To exercise your right of withdrawal, notify us with an unambiguous statement before the period expires — by email at [email protected]. You may use the standard withdrawal form under Annex 6 to the CPA, but this is not mandatory.

2. Hygiene exception for cosmetics

Important: under Art. 57(5) of the CPA the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery. Since we sell cosmetics applied to the skin, unsealed or used cosmetics (with the protective wrapping/seal removed or the closure opened) cannot be returned on this ground.

If the product has remained sealed and unused, in its original packaging and with the protective seal intact, you may exercise your right of withdrawal in the ordinary way within the 14-day period.

3. Condition of returned goods

In case of withdrawal, the Goods must be returned in their original form and packaging, without signs of use and in a resaleable condition. You are only liable for any diminished value of the Goods resulting from handling them in a way other than what is necessary to establish their nature, characteristics and functioning.

4. Deadline to send the goods back

After notifying us of your withdrawal, you must send back or hand over the Goods without undue delay and no later than 14 days from the date on which you communicated your withdrawal. The deadline is met if you send back the Goods before the 14-day period expires.

5. Return shipping costs

The direct cost of returning the Goods when exercising the right of withdrawal is borne by you, unless we have agreed to bear it. However, where the Goods are defective or non-conforming, the cost of return and replacement is borne by us.

6. Refunds

We will reimburse all payments received from you, including the cost of the initial delivery (except for supplementary costs if you chose a delivery method other than the least expensive standard delivery we offer), without undue delay and in any event no later than 14 days from the date on which we receive the returned Goods, or evidence that you have sent them back, whichever is the earlier.

The refund is made using the same means of payment you used for the initial transaction, unless you have expressly agreed to a different method. Where you paid by cash on delivery, the amount is refunded to a bank account you provide. No additional fees apply to you for the refund.

7. Complaints for non-conformity

Regardless of the right of withdrawal, if the delivered Goods are defective or do not conform to the contract (for example damaged packaging, an expired shelf life or a product different from the one ordered), you are entitled to file a complaint under the CPA. You may bring a complaint within the statutory guarantee of conformity, which is up to 2 years from delivery.

Where a complaint is justified, you are entitled to have the Goods brought into conformity by repair or replacement free of charge, and where this is impossible or disproportionate — to a price reduction or a refund of the amount paid.

8. How to file a complaint

A complaint is submitted in writing by email at [email protected]. When submitting, please state: your name, contact address, order number, a description of the non-conformity and your preferred remedy. Attach the receipt, invoice or other proof of purchase, as well as photos where applicable. We will issue you a document acknowledging the accepted complaint and inform you of the decision within the statutory period.

9. Out-of-court dispute resolution

If we cannot reach agreement, you have the right to refer the dispute to the Bulgarian Commission for Consumer Protection (CPC) or to a competent alternative dispute resolution body. You can also use the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

10. Contact

For returns and complaints, contact us by email at [email protected]. We will assist you promptly and fairly.