Refund Policy

These terms govern withdrawal, returns and exchanges for consumer purchases concluded online through reds.bg. The seller is Ен Би Джи ЕООД (En Bi Ji Ltd.).

14 calendar days to withdraw from an online purchase

You may withdraw from an online purchase without giving a reason or paying a penalty by notifying us within 14 calendar days of receiving the goods, either yourself or through a third party you designate other than the carrier. The day of receipt is not counted. For goods in one order delivered separately, the period starts when the last item is received; for goods delivered in parts, it starts when the last part is received. If the last day is a non-working day, the deadline extends to the end of the next working day.

REDS does not offer voluntary 14-day change-of-mind returns for conforming goods purchased under contracts concluded in its physical stores. This does not restrict statutory rights for defective or non-conforming goods. Collecting an order in a store does not remove the right of withdrawal where the contract was already concluded online.

How to notify us of withdrawal

Send an unambiguous withdrawal statement to office@reds.bg or to Ен Би Джи ЕООД (En Bi Ji Ltd.), 180 Vitosha Blvd., floor 4, apartment 7, Sofia, Bulgaria. You may use the form below, but it is not compulsory. Identify yourself, the order or goods you are withdrawing from, and a way to contact you. For assistance, call 0888 633 077.

It is sufficient to send your statement before the deadline. Prior approval by REDS is not required. Keep proof that you sent it. Simply failing to collect a parcel does not replace an unambiguous withdrawal statement.

Sending the goods back

After notifying us, send or hand the goods back without undue delay and no later than 14 calendar days after your withdrawal notification to: Ен Би Джи ЕООД (En Bi Ji Ltd.), 180 Vitosha Blvd., floor 4, apartment 7, Sofia, Bulgaria. The deadline is met if you send the goods before it expires. You bear the direct cost of returning goods when withdrawing without a reason. This does not apply to necessary costs of a valid non-conformity complaint, which are borne by the seller.

Pack the goods suitably for transport and return the accessories and documents supplied with them. We recommend keeping the original packaging and tags. Their absence does not, by itself, remove your right of withdrawal. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. No automatic handling or restocking fee applies.

Refunds

We refund the payments due without undue delay and within 14 calendar days after being notified of your withdrawal. If you withdraw from the entire order, we also refund the original delivery costs up to the price of the least expensive standard delivery we offered. Additional charges for a more expensive delivery method you chose are not refunded.

We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever is earlier, unless we have offered to collect them ourselves. We use the original payment method unless you expressly agree to another method at no additional cost to you. Bank account details are needed only if you expressly choose a bank transfer for the refund.

Exception for personalised goods

The right to withdraw without a reason does not apply to goods made to your individual specifications or clearly personalised, such as jewellery with a personal inscription engraved at your request. Selecting a standard available size does not, by itself, make the goods personalised. This exception does not restrict your rights for defective or non-conforming goods.

Size exchanges and complaints

For an online purchase, you may request a size exchange by email or phone within 14 calendar days of receipt. We will confirm availability of the requested size and the shipping arrangements. Requesting an exchange does not restrict your statutory right of withdrawal.

For defective or non-conforming goods, the separate guarantees and complaints terms apply, including the two-year legal guarantee from delivery. More favourable terms agreed at the time of purchase remain applicable.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. You may copy it into an email or send it on paper.

To: Ен Би Джи ЕООД (En Bi Ji Ltd.), 180 Vitosha Blvd., floor 4, apartment 7, Sofia, Bulgaria; office@reds.bg

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: …

Ordered on/received on: …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …

Delete as appropriate.