Effective from: 23 September 2026
1. Scope
This policy governs withdrawal from online purchases and the return or exchange of goods purchased from mastilnica.com from:
MASTILNITSA EOOD
UIC: 203064316
VAT No.: BG203064316
Address: 152 Georgi S. Rakovski Street, Sofia, Bulgaria
Email: info@mastilnica.com
2. 14-day right of withdrawal
A consumer has the right to withdraw from an online purchase without giving a reason within 14 days from the day on which the consumer, or a third party nominated by the consumer other than the courier, receives the goods.
To exercise this right, the customer must send an unambiguous notice to info@mastilnica.com before the deadline. The notice should include at least the customer’s name, order number, the goods being returned and contact details.
After notifying the trader, the goods must be sent back without undue delay and no later than 14 days from the date of the notice.
3. Return address and contact
Returns should be sent to:
MASTILNITSA EOOD
152 Georgi S. Rakovski Street, Sofia, Bulgaria
Contact: Dimitriyan Ivanov
Telephone: +359 88 713 9336
Please do not send cash-on-delivery return parcels unless this has been agreed in writing in advance.
4. Condition of returned goods
The customer may inspect and test the goods only to the extent that would be permitted in a physical shop in order to establish their nature, characteristics and proper functioning.
The customer is responsible for any diminished value caused by handling beyond what is necessary for such an inspection. Where possible, the goods should be returned with their accessories and original packaging.
5. Return costs and refunds
Where the customer simply withdraws from the purchase, the direct cost of returning the goods is paid by the customer.
MASTILNITSA EOOD will reimburse the payments received, including the cost of the least expensive standard initial delivery where that cost was paid by the customer, without undue delay and no later than 14 days after receiving the withdrawal notice. Additional costs arising from a more expensive delivery option chosen by the customer are not refundable.
The trader may withhold the refund until the returned goods are received or the customer supplies evidence that they have been sent back, whichever occurs first.
For cash-on-delivery orders, the refund may be made in cash, by bank transfer or through Revolut. The specific method will be agreed between the customer and MASTILNITSA EOOD according to the circumstances and without additional cost to the customer.
6. Size exchanges
Where the customer requests an exchange of a correctly supplied size, the cost of returning and resending the goods is paid by the customer.
If MASTILNITSA EOOD supplied a size different from the one ordered, the correct size will be sent and the trader will pay or reimburse the reasonable additional delivery costs.
7. Goods excluded from return after unsealing
The right of withdrawal does not apply to delivered sealed goods which are not suitable for return for health protection or hygiene reasons where they have been unsealed after delivery.
This may include sealed butters, cartridges and creams where breaking the factory seal means the item can no longer safely be offered for sale. This exception does not apply merely because the external shipping packaging has been opened.
8. Incorrect, damaged or faulty goods
Where the trader is responsible for sending an incorrect item or for damaged or faulty goods, the necessary costs of return, replacement or resending are paid by MASTILNITSA EOOD.
Customers are encouraged to inspect parcels in the courier’s presence. In the event of visible damage, the customer may refuse delivery and request a damage report. Failure to inspect the parcel upon delivery does not remove the customer’s statutory rights regarding faults or lack of conformity discovered later.
9. Complaints and statutory rights
This policy does not limit statutory rights concerning goods that are not in conformity. Complaints may be sent to info@mastilnica.com and should include the order number, a description of the issue and photographs where relevant.
10. Contact
Questions concerning withdrawal, returns, exchanges or complaints may be sent to info@mastilnica.com.
