Returns, Right of Withdrawal, Complaints and Refunds

1. Scope

This Policy governs the statutory right of withdrawal from distance contracts, voluntary returns, complaints concerning non-conformity and refunds for purchases from shop.allcorpharbor.com, operated by “ФИЛОСОФИЯ НА ВКУСА” OOD, EIK 206881704.

The statutory withdrawal and consumer complaint provisions apply to natural persons purchasing outside their trade, business, craft or profession. Nothing in this Policy restricts mandatory rights under Bulgarian consumer law or applicable European Union law.

2. Fourteen-Day Right of Withdrawal

Unless a statutory exception applies, a Consumer may withdraw from the distance contract without giving a reason within 14 days starting from:

• the day on which the Consumer, or a third party nominated by the Consumer other than the carrier, receives the goods;
• for multiple goods in one order delivered separately, the day the last item is received;
• for goods consisting of multiple lots or pieces, the day the last lot or piece is received.

It is sufficient to send an unequivocal withdrawal statement before the period expires. Use of the model form below is convenient but not mandatory.

3. How to Exercise the Right

1. Send an unequivocal statement to [INSERT BUSINESS EMAIL] or by post to “ФИЛОСОФИЯ НА ВКУСА” OOD, 8A Abadzhiyska Street, Tsentralen District, Plovdiv, Bulgaria.
2. Include your name, order number and date, the products concerned, date of receipt and contact details.
3. Return the goods without undue delay and no later than 14 days after notifying us of the withdrawal.
4. We recommend contacting us first for the exact return address and transport instructions. Prior authorisation is not a condition for a valid and timely withdrawal.

Return address: [INSERT EXACT RETURN ADDRESS IF DIFFERENT FROM THE REGISTERED OFFICE]

Do not send a cash-on-delivery parcel to the Trader unless this has been expressly agreed in advance.

4. Condition of Returned Goods and Diminished Value

A Consumer may inspect the goods only as necessary to establish their nature and characteristics, in the same way as would reasonably be permitted in a physical shop. The Consumer is responsible for diminished value resulting from handling beyond that necessary inspection.

• Bottles must be securely packed to prevent breakage and leakage during return transport.
• Keep labels, seals, accessories and gift or collector packaging where they form part of the product's value.
• Opening, unsealing, partial consumption, contamination or damage may substantially reduce the value. For an opened bottle, the reduction may equal the full price where the product can no longer be safely and lawfully resold.

Diminished-value rules are not used to deny remedies for a defect, leak, breakage, incorrect product or other non-conformity not caused by the Consumer.

5. Statutory Exceptions

The right of withdrawal does not apply in cases expressly provided by law, including where the specific conditions are met for:

• goods made to the Consumer's specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsealed after delivery that are not suitable for return for health-protection or hygiene reasons, where that exception genuinely applies to the particular product;
• alcoholic beverages whose price was agreed when the contract was concluded, delivery can take place only after more than 30 days, and whose actual value depends on market fluctuations beyond the Trader's control;
• goods which, after delivery, are by their nature inseparably mixed with other items.

Important: a product being wine or another alcoholic beverage does not by itself automatically remove the 14-day withdrawal right. Every exception is interpreted narrowly and applies only where all statutory conditions are met.

6. Return Costs and Risk

For a withdrawal unrelated to a defect, the Consumer bears the direct return cost unless the Trader expressly agrees to bear it or failed to provide the legally required advance information. Until the returned parcel is physically received, the Consumer bears the risk associated with the return method selected; a traceable and appropriately insured service is recommended.

Where the return results from proven non-conformity, incorrect fulfilment, breakage or damage occurring before risk passed, reasonable necessary transport costs are borne by the Trader.

7. Refunds

Following a valid withdrawal, we refund the payments received, including the cost of the least expensive standard outbound delivery offered by us. Any additional amount paid for a more expensive or express delivery method is not refunded.

The refund is made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold the refund until we receive the goods or the Consumer supplies evidence that they have sent them back, whichever occurs first.

We use the same payment method as the original transaction unless the Consumer expressly agrees otherwise and incurs no fee. For cash-on-delivery orders, a bank account belonging to the entitled recipient may be required and is used only for the refund and statutory records.

8. Broken, Leaking, Incorrect or Missing Goods

1. If damage is visible, request inspection and a report from the courier before accepting the parcel where the service permits.
2. Photograph the outer packaging, shipping label, internal protection and affected products.
3. Notify us as soon as possible at [INSERT BUSINESS EMAIL], stating the order number and requested remedy.

The absence of a courier report or immediate notification does not remove statutory rights, but may make it harder to establish when and how the damage occurred. Do not discard the product or packaging before receiving instructions unless safety requires it.

9. Complaints Concerning Non-Conformity

A Consumer may submit a complaint where the supplied goods do not conform to the contract—for example, the product is different, the quantity is incorrect, it is damaged, it is unfit for its ordinary or specifically agreed purpose, or lacks promised characteristics.

A complaint may be sent by email or submitted at the Trader's address. Include your contact details, order number, affected product, a description of the issue, when it was identified and the preferred statutory remedy. A receipt, invoice, bank record, email or other evidence may prove the purchase.

We apply the remedies and order of priority required by current law—bringing the goods into conformity, replacement, a proportionate price reduction or termination of the contract where the relevant conditions are met. The remedy is provided free of charge, within a reasonable time and without significant inconvenience.

Subjective dissatisfaction with taste, aroma or style is not non-conformity where the product matches its description, variety, origin, vintage and other agreed characteristics.

10. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To “ФИЛОСОФИЯ НА ВКУСА” OOD, EIK 206881704, 8A Abadzhiyska Street, Tsentralen District, Plovdiv, Bulgaria; email: [INSERT BUSINESS EMAIL]

I hereby give notice that I withdraw from my contract of sale for the following goods: ............................................................

Order number: ............................ Order date: ............................

Date received: ............................

Consumer's name: ........................................................................

Consumer's address: ......................................................................

Email/telephone: ............................................................................

Date: ............................ Signature (only for a paper form): ............................

11. Contact and Complaints

Returns and complaints: [INSERT BUSINESS EMAIL]; telephone: [INSERT TELEPHONE NUMBER].

If a dispute is not resolved directly, a Consumer may seek assistance from the Bulgarian Consumer Protection Commission and an applicable alternative dispute resolution body: https://kzp.bg.