Returns and Exchanges Policy
This policy governs the terms and conditions for returning and exchanging products purchased from the online store.
1. Right of Withdrawal
In accordance with the current legislation in the Republic of Bulgaria and the European Union, every customer has the right to withdraw from their order within 14 (fourteen) days from the date of receipt of the goods, without providing a reason.
2. Conditions for Returns
For a return to be accepted, the following conditions must be met:
- The product must not have been used, worn, or damaged;
- Shoes must not have been worn outdoors and must show no signs of use (including on the soles);
- The product must be returned in its original packaging (box), without damage, inscriptions, or shipping labels stuck directly onto it;
- All tags, accessories, and accompanying elements must be included;
- A proof of purchase (receipt or invoice) must be provided;
- An Item Return Form must be completed. Download it here.
The merchant reserves the right to refuse a return if the above conditions are not met.
3. Return Shipping Costs
The costs for returning the product are the responsibility of the customer, except in cases of a defective or incorrectly sent product.
4. Refunds
After receiving and inspecting the returned product, the refund will be processed via bank transfer to the bank account provided by the customer within 14 (fourteen) days.
The customer is responsible for providing correct bank details (account holder name, IBAN) necessary for the transfer.
The refund will only be issued provided that the returned product meets all the requirements described in this policy.
When a refund is issued, delivery costs are not reimbursed, except in cases of a defective or incorrectly sent product.
The merchant reserves the right to withhold payment until the returned product is received or until the customer provides proof of shipment (whichever occurs earlier).
All bank fees related to the transfer (if any) are the responsibility of the customer.
5. Product Exchange
The merchant offers the possibility to exchange a product (e.g., for an unsuitable size or model) under the following conditions:
- The exchange is subject to the same conditions as a return;
- The costs for return and re-delivery are the responsibility of the customer;
- The exchange is processed after the returned product has been received and inspected.
6. Exceptions
Products will not be accepted for return if they:
- Have been used, worn, or damaged by the customer;
- Do not meet hygiene requirements;
- Are returned without original packaging or without proof of purchase.
7. Contact and Return Procedure
To request a return or exchange, you must contact us in advance using the provided contact details.
Products are sent via a courier of the customer’s choice to the specified return address, along with a completed return form.
8. Merchant Details
Merchant: “RULER-VELIKOV 91” EOOD
UIC: 202216568
VAT Number: BG202216568
Registered Office and Management Address:
Republic of Bulgaria, Brest village 5971, 43 BULGARIA St.
Return Address for Goods:
Republic of Bulgaria, Brest village 5971, 43 BULGARIA St.
Email: office@urbanrovex.bg
Phone: 0885 52 66 08
9. Alternative Dispute Resolution
In the event of a dispute that cannot be resolved directly between the parties, the consumer may use the Online Dispute Resolution (ODR) platform provided by the European Commission:
https://ec.europa.eu/consumers/odr
Alternatively, the consumer may contact the Commission for Consumer Protection (CCP) in the Republic of Bulgaria.
This policy is in compliance with the Consumer Protection Act and applicable European legislation.
