RIGHT OF WITHDRAWAL AND PRODUCT RETURN

This section has been prepared in accordance with Articles 50–58 of the Consumer Protection Act (CPA) and Directive 2011/83/EU on consumer rights.

1. Right of Withdrawal Without Stating Reasons
You have the right to withdraw from the distance sales contract within 14 (fourteen) calendar days without stating reasons, without paying a penalty, and without owing compensation.

The period starts from:

  • For a purchase contract: the day on which you or a third party (other than the carrier) designated by you physically receives the goods;
  • For an order of multiple goods: the day of receipt of the last item;
  • For goods delivered in batches: the day of receipt of the last batch.

2. Standard Form for Exercising the Right of Withdrawal

TO: NATERRA LUXE EOOD
Email: info@naterraluxe.com
Address: Via Pontica, Sozopol, Bulgaria

I hereby notify you that I am withdrawing from my contract for the purchase of the following goods:

Products: ___________________________________________

Order Number: ___________________________________________

Ordered on: ___________________________________________

Received on: ___________________________________________

Name of the consumer: ___________________________________________

Address of the consumer: ___________________________________________

Signature (only for paper form): ___________

Date: ___________________________________________

3. Withdrawal Procedure – Step by Step

  1. Send notification – complete the form above and send it to info@naterraluxe.com or by mail to: Via Pontica, Sozopol, Bulgaria;
  2. Receive confirmation – we will send you confirmation of receipt within 2 business days;
  3. Return the goods – send back the products within 14 days of the notification;
  4. Receive reimbursement – within 14 days of receiving the notification (or of receiving the goods), we will reimburse you.

4. Conditions for Returning Goods
To be accepted, returned goods must meet the following conditions:

  • Be in original, undamaged packaging;
  • Show no signs of use, scratches, or mechanical damage;
  • Be accompanied by all accessories, documents, and warranty card;
  • Be sent to the address: Via Pontica, Sozopol, Bulgaria.

5. Costs of Withdrawal

  • Return shipping costs are at your expense, unless we have declared otherwise;
  • If the item cannot be shipped by post – notify us in advance of expected costs;
  • You are responsible for the diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

6. When the Right of Withdrawal Does Not Apply
Pursuant to Art. 57 of the CPA, the right of withdrawal does not apply to:

  • Goods made to the consumer’s specifications or clearly personalized;
  • Goods whose expiration date expires quickly;
  • Sealed goods that have been unsealed after delivery for hygienic or health reasons (underwear, cosmetics, etc.);
  • Goods mixed with other items after delivery;
  • Alcoholic beverages whose price was agreed upon at the conclusion of the contract and delivery of which can only occur after 30 days;
  • Sound or image recordings or computer software in sealed packaging that have been unsealed after delivery;
  • Newspapers, periodicals, and magazines, except subscription contracts;
  • Digital content that is not supplied on a tangible medium, if performance has begun with the consumer’s express consent.

7. Complaints (Non-Conformity of the Goods)
If the goods are found to be non-compliant with the contract (defective, damaged, wrong product), you have the right to file a complaint within 2 years of receipt. Submit a complaint to: info@naterraluxe.com or +4915758342752, describing the problem and attaching photos.

8. Contact
Email: info@naterraluxe.com | Phone: +359878603202
Address: Via Pontica, Sozopol, Bulgaria