Returns & Exchanges Policy

Exchange for a Different Size or a Different Product

In case the customer wishes to exchange an ordered and received product or wishes another product, the customer has the option to exchange the purchased product within 14 days from the date of its receipt.

The returned product must be in good commercial condition and must not be unpacked, tested, etc.

The following must be included in the shipment:

  • Sales receipt
  • Return form

In case of return and exchange of the order, courier services are at the expense of the customer.

The customer has the right to exchange a purchased product for a selected product/s from the store, and must indicate the desired product/s in the return form.

When the customer wishes to exchange a product for another that is more expensive than the one being returned, HAYA LABS BG deducts the amount initially paid by the customer for the product/s and informs the customer of the amount of the final additional payment.

Terms for using the option "Extend the Return Period"

If you have selected the option "Extend the Return Period" with your order, you have the right to use the service within 45 days.
The returned product must be in good commercial condition and must not be unpacked, tested, etc.
The same rules apply as with the option to return a product within the usual statutory period of 14 days.

PLEASE DO NOT PLACE A NEW ORDER THROUGH THE WEBSITE!

All questions related to exchanges and product values can be уточнени via email or by phone:

[email protected]
+359 875314995

If the described conditions are not met, the exchange cannot be carried out.

Order Cancellation

Customers of the HAYA LABS BG online store may return a purchased product within 14 days from the date of receipt. The returned product must be in good commercial condition and must not be unpacked, tested, etc.

The following must be included in the shipment:

  • Sales receipt
  • Return form

The value of the returned product is refunded in accordance with the provisions of Article 54 and the following of the Consumer Protection Act. Please provide a correct IBAN for faster service.

Amounts paid via POS terminal are refunded by reversing the transaction to the card used for the payment.

Complaints

Complaints may be submitted in case of:

  • Established manufacturing defects of the product
  • A wrong product sent, different from the one ordered.

Complaints for products damaged during transport are considered only on the basis of a complaint report prepared in the presence of the courier.

In cases of complaints, the Seller covers the courier service costs at their own expense, therefore you should contact our operator to уточни the return method. Complaints are accepted according to the procedure described in Article 122 and the following of the Consumer Protection Act.

Return shipments sent with cash on delivery are not accepted.

You may return shipments to us with a courier company of your choice.

Shipments sent to HAYA LABS BG via Bulgarian Post are not accepted.

Shipments returned in person by the customer are not accepted.

We accept shipments only if they are sent via courier.

After receiving the returned product, you will receive an informative email confirming that we have received the shipment and we will refund the due amounts, provided a correct IBAN has been given, within 14 days according to the procedure described in Article 54 and the following of the Consumer Protection Act.

Shipments with returned products that have been damaged during transport due to inappropriate packaging will be returned to the customer at their expense.

Please pack the shipments carefully to ensure the protection of the products during transport.

Best regards,
Haya Labs