Returns and refunds
Your right to withdraw
As a consumer in the EU you may withdraw from your purchase within 14 days of receiving your order, without giving a reason. This right comes from Directive 2011/83/EU and the Bulgarian Consumer Protection Act.
To use it, tell us clearly within those 14 days — by email to info@magneticelegance.store or by phone on +359 88 996 9980. You then have a further 14 days to send the goods back.
Condition of returned goods
Fragrance is sealed for hygiene and health-protection reasons. In line with Article 16(e) of Directive 2011/83/EU:
- Unopened bottles, seal and outer packaging intact, can be returned within 14 days for a full refund.
- Bottles that have been unsealed or used cannot be returned, because the seal protects health and hygiene. This does not affect your rights if the product is faulty.
Please return items in the original presentation box with all packaging. You are responsible for any loss in value caused by handling beyond what is needed to establish the nature and characteristics of the product.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund including the original delivery cost, and we cover the return shipping. Your statutory rights regarding goods that are not as described or not of satisfactory quality are unaffected by this policy.
Return shipping costs
For a change-of-mind withdrawal, you pay to return the goods. For faulty, damaged or incorrect items, we pay.
Refunds
Once we receive and inspect the return, we refund you within 14 days using the same payment method you paid with, unless you expressly agree otherwise. Where you withdraw from a whole order we refund the standard delivery charge you paid; we are not obliged to refund the extra cost of a premium delivery option you chose.
How to start a return
Email info@magneticelegance.store with your order number, saying whether you are withdrawing or reporting a fault. We will confirm the return address and courier.
Complaints
If you are unhappy with how we handled a complaint, you may contact the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите) at kzp.bg, or refer the dispute to an approved alternative dispute resolution body.
