What is your case?
Your selection shows the relevant fields and rules.
From delivery of the goods, not from the order date. The delivery day itself is not counted.
- Example: delivered on 1 March → send the withdrawal notice by 15 March inclusive.
- If one order is delivered separately, the period starts after delivery of the last item or part.
- After notifying us in time, you have up to another 14 days to send the item back.
- If the deadline falls on a non-working day, it extends to the end of the next working day.
Choose this case for defective, damaged, incorrectly supplied, missing or otherwise non-conforming goods.
- Describe when and how the issue appeared and select your preferred remedy.
- Photos of the item, label, batch and transport packaging help us review the case faster.
- When we cover transport, dispatch is arranged after approval under our instructions.
There is no automatic return right for non-defective goods after the statutory period; we may review the request voluntarily.
- State the reason, condition, whether it was opened and the remaining shelf life where applicable.
- Approval depends on the product type and whether it can lawfully and safely be offered again.
- Wait for written approval and instructions before dispatching the item.
Before opening the product, check the name, variant and size shown on the packaging. If you notice that you have received an item different from the one ordered, do not open or use it — contact us.
We do not offer a general “use it and return it if you do not like it” guarantee. Health-protection and hygiene restrictions may apply to unsealed products. Your statutory rights of withdrawal and rights in the event of non-conformity remain applicable.
Withdrawal from an online purchase within 14 days
The period runs from delivery, not from ordering. Giving a reason is optional.
How does the process work?
- 1Choose the case
Withdrawal, complaint or request after the period.
- 2We verify the order
We compare the email, item and available identifiers.
- 3Receive a reference
We send confirmation and instructions.
- 4Send the item
Follow the shipping instructions, pack it safely and mark the reference on the parcel.
- 5Inspection and decision
We document receipt and notify you of the outcome.
Where and how should I send the item?
For a complaint or voluntary request, wait for shipping instructions. Where the statutory right of withdrawal applies, comply with the return-dispatch deadline.
- 1When you pay for return shipping
You may use a tracked carrier of your choice. Send the parcel to the warehouse address below without cash on delivery and retain proof of dispatch.
- 2When we pay for return shipping
After approval, use only the Speedy instructions supplied by us. Do not dispatch at our expense in advance. If Speedy is unavailable, we will arrange another free method.
- 3Recipient: Ви Би Интернешънъл ООД
Return address268 Okolovrasten pat St.
Color Place warehouse complex, warehouse 5
Markovo Industrial Park
4000 Plovdiv, BulgariaCourier telephone+359 883 334 045
Frequently asked questions
Select a question to reveal the answer.
From which date are the 14 days counted?+
From the day after delivery of the goods, not from the order date. For example, if delivery is on 1 March, send the notice by 15 March inclusive. If one order is delivered separately, the period starts after delivery of the last item or part.
Can I return opened cosmetics, perfume or supplements?+
Under the right of withdrawal, we do not accept returns of products delivered sealed, unsealed after delivery and, by their nature, unsuitable for return for health-protection or hygiene reasons. In these circumstances, the statutory hygiene exception applies.
This rule also applies to cosmetics, perfume, food supplements and foods when these conditions are met. It does not remove your separate statutory rights in the event of a defect or other non-conformity.
I do not like the scent, taste, texture or feel. Is that a defect?+
Personal preferences regarding scent, taste, texture or feel, and dissatisfaction with individual results, do not in themselves establish a defect.
We do not offer a commercial “try it and return it if you do not like it” guarantee. The right of withdrawal applies subject to the stated conditions and statutory exceptions. Complaints are reviewed individually.
Can I return an item without giving a reason?+
Yes. For an online purchase, you may notify us of withdrawal within 14 days after delivery where the right of withdrawal applies. Giving a reason is optional. Return the same item from the stated order; statutory exceptions apply.
Who pays return shipping and which carrier may I use?+
For a 14-day withdrawal without a defect, the customer pays the direct cost and may use a tracked carrier of their choice. When we cover the transport, it is arranged after approval through Speedy under the instructions we provide.
Must I keep the original packaging?+
We recommend keeping the original packaging, labels, protective seals and accessories until you decide whether to keep the product.
Opening the shipping box is not the same as unsealing the product itself. If a protective seal has been broken, health-protection and hygiene restrictions on returns may apply.
How do you verify that it is the same item?+
We compare the order, item, SKU/EAN, batch/LOT or serial number, factory packaging, accessories and condition.
What if the product has been used, unsealed or has a missing quantity?+
Using or unsealing a product does not automatically mean that it can be returned for a partial refund. We first assess whether the right of withdrawal applies and whether a statutory exception is relevant.
Where the right of withdrawal applies, the consumer is liable, under the statutory conditions, for actual diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. No automatic fixed-percentage deduction is applied.
Is a paper receipt mandatory?+
A complaint requires proof of purchase. If you do not have a copy, indicate this and we will first check the electronic order record.
What should I do if I received an incorrect or damaged item?+
If you notice the issue before opening the product, do not open or use it. Submit a complaint and provide photos where possible.
If the issue can only be identified after opening or use, stop using the product and submit a complaint. We will review the individual case and the information provided.
What does the two-year legal guarantee mean?+
It is the seller's statutory responsibility for non-conformity that appears within two years after delivery. The nature, normal durability, label, storage and expiry are considered.
Can I return a discounted item?+
The same applicable withdrawal and complaint rules apply to discounted products. A discount alone does not remove these rights or override restrictions on unsealed goods.
When will I receive a refund?+
Where the statutory right of withdrawal applies, reimbursement is due within 14 days of notification. We may withhold it until we receive the goods or evidence of dispatch, whichever occurs first, unless we have offered to collect the goods ourselves.
The time for the payment to appear in your account also depends on your bank or payment provider.
How will a cash-on-delivery order be refunded?+
For a cash-on-delivery order, select bank transfer and provide the correct account holder and IBAN. Use the original-payment option only for orders paid online through our website.
Can I send the parcel cash on delivery?+
No. Send the product without cash on delivery.
What if the 14-day period has expired?+
You may submit a voluntary request for a non-defective product. It is reviewed individually and may be declined.
Under our voluntary policy after the statutory period, we do not accept consumed products or products with a broken hygiene seal. Other cases require written approval. This does not limit your statutory rights in the event of non-conformity or where the applicable statutory period has not expired.