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1. Right of Withdrawal
The CUSTOMER has the right to withdraw from the distance sales contract without giving any reason within 14 (fourteen) days, starting from the date on which the CUSTOMER, or a third party designated by the CUSTOMER other than the carrier, has received the goods.
To exercise the right of withdrawal, the CUSTOMER must notify "KASELA" EOOD. of their decision before the expiry of this period by using the Standard Withdrawal Form, available in the CUSTOMER’s account, or by submitting another clear written statement sent to the following e-mail address: info@rayacandles.com
To meet the withdrawal deadline, it is sufficient for the CUSTOMER to send the notification regarding the exercise of the right of withdrawal before the expiry of the 14-day period.
2. Return of goods
After notifying the merchant of the withdrawal, the CUSTOMER must send back or hand over the goods without undue delay and no later than 14 days from the date of notifying the merchant of the withdrawal.
Returned products should, where possible, be accompanied by the purchase document (fiscal receipt, invoice or another document proving the purchase).
The absence of such a document alone does not deprive the CUSTOMER of the right of withdrawal if the purchase can be established by other means.
The CUSTOMER has the right to open the packaging and inspect the product only to the extent necessary to establish its nature, characteristics and appearance, as would be possible in a physical store.
Use of the product for its intended purpose (for example, lighting and burning a candle) is not considered a necessary inspection and may result in a reduction of the refunded amount corresponding to the reduced value of the product.
It is recommended that products are returned in their original packaging, where available. If the absence or damage of the packaging results in a reduction of the product’s value, the merchant has the right to reduce the refunded amount by the amount corresponding to the resulting depreciation.
3. Return Shipping Costs
The costs of returning the goods shall be borne by the CUSTOMER, unless expressly agreed otherwise or where the return is due to an incorrect, damaged or incorrectly supplied product.
4. Refunds
When the right of withdrawal is exercised lawfully, "KASELA" EOOD. shall refund all payments received from the CUSTOMER, including the cost of standard delivery to the CUSTOMER.
If the CUSTOMER has selected a delivery method that is more expensive than the cheapest standard delivery method offered by the merchant, the difference in cost shall not be refunded.
Refunds shall be made without undue delay and no later than 14 days from the date on which the merchant was informed of the CUSTOMER’s decision to withdraw.
The merchant has the right to postpone the refund until receiving the returned goods or until the CUSTOMER provides evidence that the goods have been sent back, whichever occurs earlier.
For payments made by bank card, the refund shall be made to the same card used for the original payment.
For payments made by cash on delivery or postal money transfer, the refund shall be made to a bank account provided by the CUSTOMER.
5. Return Address
Returns must be made after prior notification to the merchant.
Returned products may be sent to the following address:
Bulgaria, Pernik 2300, 61 Sveta Petka
Recipient: "KASELA" EOOD.
6. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in cases provided for by applicable legislation, including goods made according to the CUSTOMER’s individual specifications or personalised requirements, as well as other goods for which the law excludes the right of withdrawal.
7. Product Non-Conformity and Complaints
These provisions regarding the right of withdrawal do not limit the CUSTOMER’s legal rights regarding non-conformity of goods with the sales contract.
In case of a defect or non-conformity, the CUSTOMER has the right to submit a complaint in accordance with the applicable legislation.
