Returns Policy

At ROSMARY TRADE Ltd. we want you to be fully satisfied with your purchase. Below you will find the conditions under which you can return a product or file a complaint.

Right of withdrawal

As a consumer, you have the right to withdraw from your order within 14 days of the date you received the goods, without giving any reason. To exercise this right, simply notify us within that period — by phone or e-mail (see “Return contacts” below) or with a written statement in free form.

Return conditions

For a return to be accepted, the returned product must meet the following conditions:

• be in good commercial condition that allows it to be resold as new;
• be complete, with all original packaging, labels and accompanying documents;
• not have been used beyond what is necessary to establish its nature and characteristics.

The consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and proper functioning.

Products that cannot be returned

Under consumer protection law, certain products cannot be returned upon withdrawal, unless they are defective:

• sealed cosmetic, hygiene and personal-care products that have been unsealed after delivery — for reasons of health protection and hygiene;
• products that by their nature become mixed with other goods or deteriorate quickly;
• goods made to individual order or clearly personalised.

How to return a product

1. Contact us within the withdrawal period and provide your order number and the product you wish to return.
2. After our confirmation, send the product back via Econt courier to our address (see below).
3. Include the details of a bank account to which we can refund the amount paid.

Return costs

In the case of withdrawal, the cost of returning the goods is borne by the consumer. When the product is defective, incorrect or does not match your order, the cost of return and re-delivery is borne by us.

Refunds

We will refund the amount paid within 14 days of receiving the returned goods or proof that you have sent them. Since payment is made by cash on delivery, the refund is made by bank transfer — to the bank account you provide.

Defective or incorrect products (complaints)

If you receive a product with a manufacturing defect, damaged in transit or different from the one ordered, please contact us as soon as possible. You are entitled to a complaint under the legal guarantee of conformity. We will replace the product or refund its value and cover the delivery costs.

Return contacts

ROSMARY TRADE Ltd.
Ruse, 2 Mihail Arnaudov St., Bulgaria
Phone: +359 87 9127 253
E-mail: [email protected]