In accordance with the Consumer Protection Act, you can exercise your right to return purchased products at your own expense, without any additional fees and without the need to state a reason. To do this, you must inform us by email at sales@ludaconcept.bg or by phone at +359 877 100 001 and +359 877 100 002 within 14 days from the date you received the product(s). Once we receive your return request, we will contact you to specify the steps you need to take to send the products back to us and receive a refund of the amount you paid.

The payment will be refunded to you if the following conditions are met:

1. All products are unopened and in their original packaging;
2. The products and their packaging show no signs of use, are not damaged in their commercial appearance, and have no stains or other damages;
3. The products are accompanied by the original invoice or cash receipt with which you received them.

The costs for returning the products are at your expense.

You will be notified if the returned products cannot be accepted because they do not meet the conditions stated in points 1, 2, and 3 above. In this case, you can choose to have the products delivered back to you at your expense. If you refuse the aforementioned delivery, LUD/A reserves the right to retain the products and the amount paid for them.

Please note that any customs duties, taxes, and fees you paid for the delivery of the purchased products (if any) are non-refundable.

COMPLAINTS AND REPLACEMENT

A complaint for a damaged shipment or for a shipment containing products that do not correspond to those you ordered is made:

• at the time of receipt of the shipment and in the presence of the courier, noting this in the waybill and with a report filled out on the spot in two copies, signed by the recipient and the courier; or

• within 2 working days of receiving the shipment by email at sales@ludaconcept.bg or by phone at +359 877 100 001 and +359 877 100 002, specifying the order number and providing photos of the product(s).

If the purchased product you wish to return was accompanied by a free item(s), these must also be returned in the appropriate condition (full and unused, in their original and unopened packaging).

REFUNDS

The refund procedure for returned products is initiated within 14 working days from the date they are received by LUD/A.

The refund period for the amount you paid to purchase the returned products depends on the payment method you used:

• Cash on delivery purchase: all amounts paid upon delivery or on-site will be refunded only by bank transfer to your personal account.
• Credit/debit card purchase: all amounts will be refunded to the same account (card) from which the payment was made. The refund time will also depend on the policy of the card-issuing company;
• PayPal payment: refunds will be credited to your PayPal account and will be immediately visible. The actual refund of the amount to the credit card linked to your PayPal account depends on the company that issued the card.

Version 12.2023