Politique de remboursement

Effective date: August 3, 2026

This policy has three parts that cover different situations: changing your mind (withdrawal right), our extended goodwill return window, and your legal right to a remedy if an item is faulty or not as described.

A. Your statutory right to withdraw (EU/EEA/UK customers)

If you're a consumer in the EU, EEA, or UK, the law gives you the right to cancel your order and return most items within 14 days of receiving them, for any reason, without needing to justify it (this is often called the "cooling-off period" or "right of withdrawal," under the EU Consumer Rights Directive 2011/83/EU).

To exercise this right, tell us clearly within 14 days of delivery — an email to hourajiripersonal@gmail.com stating your order number and that you wish to withdraw is enough; you don't need to use a specific form. You then have a further 14 days to send the item back to us.

What's excluded from the right of withdrawal: items that are sealed for health or hygiene reasons and have been unsealed after delivery are exempt once unsealed — this applies to our mouthguards. Everything else in our catalog is covered.

Refunds under the withdrawal right: once we receive the returned item (or proof that you've shipped it), we'll refund the full price you paid, including the standard delivery cost of your original order, within 14 days, to your original payment method.

Return shipping cost: as a matter of store policy, you're responsible for the cost of returning the item to us, unless the item arrived faulty, damaged, or not as described (see Part C below), in which case we cover it. Where return shipping would cost more than the item is worth — which can happen on international orders — we may instead offer a refund or replacement without asking for the item back; see "How refunds are processed" below.

B. Our extended return window

The law guarantees at least 14 days — as a matter of store policy, we go further and give you 30 days from the date of delivery to request a return or refund, for the same reasons and through the same process as above (contact us first, with your order number). Items should be unused, in their original condition, and in the original packaging where possible.

C. Faulty, damaged, or not-as-described items

If an item arrives damaged, defective, or significantly different from how it was described, this isn't a change-of-mind return — it's covered separately and more strongly by two things:

Our standard practice of a full refund or replacement, at no cost to you, including return shipping if we ask you to send it back.
Your statutory legal guarantee of conformity: under EU law (Directive (EU) 2019/771, as implemented in Bulgaria), goods must conform to the contract, and if they don't, you're entitled to a repair, replacement, price reduction, or refund. This legal guarantee lasts 2 years from delivery and is completely separate from, and not limited by, the 30-day return window above — a genuine defect that shows up on day 200 is still covered.

To make a claim under either of these, contact us at hourajiripersonal@gmail.com with your order number and a description (and photo, if possible) of the issue, before sending anything back, so we can direct you to the right process.

How refunds are processed

Once a return is approved and received (or a defect confirmed), refunds go to your original payment method within 5–10 business days.

Because we work with international fulfillment partners, we may in some cases — at our discretion, and never to your disadvantage — offer a partial refund or replacement without requiring the item to be shipped back, particularly where return shipping costs would be disproportionate to the item's value.

What's not covered

Change-of-mind requests made after the 30-day window, and items damaged or heavily used by the customer after delivery (beyond what's needed to establish the nature and functioning of the item, which is always allowed), are not eligible for a refund under Parts A or B. This does not affect your rights under Part C for genuine defects.

If you're ordering from outside the EU/EEA/UK

Parts A and C above describe rights that EU/EEA/UK law specifically guarantees. If you're ordering from elsewhere, we still apply the same 30-day return window and the same faulty/damaged-item process as a matter of store policy — you're not getting a worse deal — but these aren't backed by the specific EU statutes cited above, and your own country's consumer protection law may separately apply and could give you additional rights.