Returns and exchanges
You call, we agree the Speedy office, you send the product with the completed form. The money is back with you within 14 days.
01Your right of withdrawal
You have the right to withdraw from the order within 14 days of the day you receive the goods, without explaining why. If the order arrived in several parcels, the term runs from the last one.
To meet the deadline it is enough to notify us before it expires — the parcel itself may leave later. The goods must reach us within 14 days of that notification.
The returned product must be in resaleable condition: unopened, with the seal intact and the packaging whole. You may have examined the product as you would in a shop — but not tried it.
02How it works — three steps
Call us
Ring 0878 141 487 or write to zax12@abv.bg. Together we agree which Speedy office to send the parcel to — which is why the call comes first, not last. Without an agreed office the parcel may wander or come back to you.
Fill in the form
Download the form below, print it and fill it in by hand. If you have no printer, you may copy its contents onto a sheet of paper — what matters is that the details, the signature and the date are there.
Send the parcel
Pack the product so it survives the journey, enclose the completed form and a copy of the proof of purchase, and send it to the agreed office. Keep the waybill until your money is back.
03The return form
The form is the standard one under Annex 6 to the Consumer Protection Act, with the lines we need in order to find your order added to it. The line for the Speedy office is left blank — you fill it in once we have agreed it on the phone.
You are not obliged to use this particular form — any unequivocal written statement that you are withdrawing from the contract will do. It simply saves both sides some explaining.
04Who pays for shipping
The cost of the return is yours. That is also the position in law where the trader has told the consumer about it before the order — which is what we do here and in the Terms and conditions.
We do not accept parcels sent cash-on-delivery or “charged to the recipient” — they go back to the sender.
One exception: when you are returning a product because it is damaged, defective or not the one you ordered, the shipping is entirely ours. See sections 8 and 9 below.
05When you get your money back
We refund within 14 days of receiving the goods back and satisfying ourselves that they are in resaleable condition.
- Card payment — refunded to the same card. Depending on your bank the sum appears within 3 to 10 working days.
- Cash on delivery or bank transfer — refunded to a bank account you give on the form.
We refund the price of the product and the standard delivery you paid on the order. If you chose a more expensive delivery method than the standard one, the difference stays with you. The cost of returning is not refunded.
If the product comes back with its value reduced by handling beyond ordinary examination, we deduct the corresponding sum and explain to you why.
06Exchanging a product
An exchange follows the same route as a return: you call, we agree the office, you send the product with the completed form and note on it what you would like instead.
We send the new product as soon as we receive the old one. If the new one costs more, you pay the difference; if it costs less, we return it. Delivery of the new product is charged at the usual rate, except where the exchange is down to a mistake of ours.
The resaleable-condition rules apply here too — unopened packaging with the seal intact.
07What cannot be returned
Cosmetics are goods where the seal matters for health. For that reason we do not accept back:
- products with a broken seal, torn foil or opened packaging — the ground is Art. 57(5) of the Consumer Protection Act;
- used products, including sheet masks and patches taken out of the packaging;
- products with parts of the set missing or with packaging damaged by you;
- products returned after the 14-day term has expired.
These limits do not apply where the product is defective or does not match the description — the complaints section applies then.
08A damaged or wrong parcel
Inspect the parcel in front of the courier. You have the right to open and examine it before paying. If you see something broken or soaked, ask the courier for a report on the spot — that settles the matter fastest.
If you notice the problem later, call us within 48 hours of receipt and send photographs to zax12@abv.bg. We send a new product or refund the sum — your choice.
If we got the product wrong, the return and the new delivery are entirely at our cost. You pay nothing extra.
09Complaints about a defect
Separately from the 14-day withdrawal you have the right to complain about goods not conforming to the contract — within 2 years of delivery. This right is not lost if the packaging has been opened and does not depend on resaleable condition.
A complaint is raised on 0878 141 487 or at zax12@abv.bg. Describe the problem, attach photographs and the proof of purchase. The costs of a well-founded complaint are ours.
The full rules are in the Terms and conditions.
Last revised: 28 August 2026