Returns & complaints
14-day right of withdrawal
You can withdraw from your order without giving a reason within 14 days of receiving the products (Art. 50 of the Bulgarian Consumer Protection Act). Just email us at [email protected] with your order number, or use the form below.
Products that cannot be returned
Under Art. 57(5) of the Consumer Protection Act, sealed goods that were unsealed after delivery and cannot be returned for hygiene or health reasons are excluded. In our shop these are:
- all intimate toys whose packaging or protective film has been opened;
- lingerie and costumes whose hygiene seal or packaging has been opened;
- lubricants, cosmetics, pills and condoms with opened packaging.
Unopened products in their original, intact packaging can be returned without any problem.
How to return
- Write to us within the 14 days. We will send you the return address.
- Send the products within 14 days of telling us. Return shipping is at your expense.
- We refund the products and the original delivery within 14 days of receiving your notice, but we may wait until we receive the products themselves (Art. 55 of the Consumer Protection Act). We refund to the bank account you give us.
Withdrawal form
To ARFA ES EOOD, ul. Inzh. Stoimen Sarafov 3, 1756 Sofia, Bulgaria, [email protected]:
I hereby give notice that I withdraw from my contract for the following goods: … Order No. … , received on … . Name: … . Address: … . IBAN for the refund: … . Date: … .
Complaints
All products have a 2-year legal guarantee of conformity. If a product arrives damaged, does not work or is not what you ordered, write to us with the order number and a photo. We will replace it, repair it or refund you as the law requires. A complaint can be made even if the packaging has been opened.
Disputes
If we cannot agree, you can contact the Bulgarian Commission for Consumer Protection (kzp.bg, tel. 0700 111 22) and its conciliation committees.