Refund policy

This Refund & Returns Policy applies to all purchases made through Angelov Trade Group LTD (hereafter "the Company," "we," or "us"). By placing an order, you agree to the terms below.

### 1. 14-Day "Cooling-Off" Period (EU & UK Only)

In accordance with EU and UK Consumer Rights, customers located in the European Economic Area (EEA) and the United Kingdom have the right to withdraw from their purchase within 14 days of delivery.

  • Hygiene Exception: Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are unsuitable for return due to health protection or hygiene reasons if they become unsealed after delivery.

  • Intimate items (toys, lingerie, cosmetics) cannot be returned once the factory seal or packaging is broken.

### 2. Global Return Policy (USA & Rest of World)

For customers outside the EU/UK, all sales are final unless the item is defective or damaged upon arrival. Due to the intimate nature of our products, we cannot accept returns for "change of mind" once an item has shipped, ensuring the highest safety and hygiene standards for all our customers.

### 3. Defective, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered:

  1. Report it: Contact us at [Insert Email] within 48 hours of delivery.

  2. Evidence: You must provide clear photos or a video of the defect and the original packaging.

  3. Resolution: We will provide a prepaid return label (where applicable) and offer a full refund or a replacement at no cost to you.

### 4. Return Conditions & Process

For authorized returns (EU withdrawal or defective items):

  • Condition: Items must be in their original, unopened, and sealed packaging. Any sign of use, cleaning, or tampering with seals will result in a rejected return.

  • Return Authorization: You must contact us for a Return Merchandise Authorization (RMA) number before shipping. Packages sent without an RMA may be refused.

  • Shipping Costs: For non-defective EU returns, the customer is responsible for return shipping costs and ensuring the package is tracked.

### 5. Refunds & Processing Time

  • Inspection: Once your return is received, it will undergo a hygiene inspection.

  • Approval: We will notify you of the approval or rejection of your refund within 5 business days of receipt.

  • Payment: Approved refunds are issued to the original payment method. Please note that banks may take 5–10 business days to reflect the credit on your statement.

  • Non-Refundable: Original shipping fees, customs duties, and import taxes are non-refundable.

### 6. Customs & Refused Deliveries

  • International Orders: For orders outside the EU, the customer is the "importer of record" and is responsible for all local taxes and duties.

  • Refused Packages: If a delivery is refused by the customer or returned due to unpaid customs fees, we will deduct the original shipping cost and any return-to-sender fees from your refund.

### Strategy for your Business:

  1. The "Hygiene Seal" Strategy: To protect yourself from scammers, put a physical "void if broken" sticker on your product packaging. If a customer breaks it, they lose the right to return it under EU law.

  2. Chargeback Protection: Keep records of your "Terms and Conditions" and "Refund Policy" being checked at checkout. This is your primary defense if a US customer opens a dispute with their bank.

  3. Bulgarian Law: Since you are a Bulgarian company, you must still maintain a Bulgarian language version of this text if you have Bulgarian customers, as the CPC (Commission for Consumer Protection) is very strict about this.