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Returns, Withdrawal and Complaints Policy
General information
These terms set out the procedure for returning products, exercising the right of withdrawal from a distance contract, replacement, refunds, and complaints for orders placed through Zdravnitza Online Health Store.
The right of withdrawal from a distance contract applies to customers who are consumers within the meaning of the applicable consumer protection legislation. Where an order is placed by a legal entity or for commercial/professional purposes, products may be returned only after prior agreement with Zdravnitza or in cases of established non-conformity, defect, incorrectly sent product, or another justified complaint case.
These terms apply both to orders within Bulgaria and to international orders, unless otherwise stated.
Right of withdrawal from an order
The consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the date of receiving the order.
To exercise your right of withdrawal, you must inform us clearly and unambiguously that you wish to return one or more products from your order.
You can contact us at:
E-mail: office@zdravnitza.com
Phone: +359 2 483 72 91; +359 884 108 026
When returning products, we recommend that you provide the order number, your name, contact phone number and the products you wish to return. You are not required to provide a reason for withdrawal, but you may do so if you wish to help us improve our service.
If the order was paid by cash on delivery, you must provide a bank account to which the refund can be made after the returned products have been received and processed.
Deadline for sending back returned products
After informing us that you wish to withdraw from the order or from part of it, you must send or hand over the products back to us within 14 days from the date on which you notified us of your withdrawal.
Products may be returned:
1. by courier to the Zdravnitza logistics centre
2. In person at a physical Zdravnitza store in Sofia
Return address for courier shipments:
Zdravnitza Logistics Centre
5 President Lincoln Blvd., 1618, Sofia, Bulgaria
tel.: +359 2 483 72 91; +359 884 108 026
When products are returned to a physical store, the refund may not always be made immediately on site. Refunds are processed after the returned products have been checked and according to the payment method used for the order.
Condition of returned products
Returned products must be sent or handed over in a condition that allows them to be inspected and processed.
Products should be intact, in their original packaging, without signs of use, contamination, damage, moisture, opening or unsealing, where the nature of the product requires this.
For products such as food, food supplements, herbs, teas, spices, tinctures, essential oils, natural cosmetics and other products which, by their nature, are related to hygiene, health protection, quality, safety or suitability for use, the right of withdrawal may not apply if the product has been opened, unsealed, used or its packaging has been damaged after delivery.
Products that have been opened, used, unsealed, have damaged protective or commercial packaging, are damaged, contaminated, or are missing parts, labels, accessories, documents, or gifts supplied with them, may not be accepted for return where their condition makes them unsuitable for resale or where an applicable legal exception to the right of withdrawal applies.
Where a returned product has been used in a way other than what is necessary to establish its nature, characteristics, and proper functioning, Zdravnitza may deduct an amount corresponding to the reduced value of the product, where applicable.
Products that cannot be returned after opening
Due to the nature of the products offered, please note that after opening, unsealing, damaging the packaging or use, certain products cannot be returned if they are no longer suitable for resale for reasons related to hygiene, health protection, quality, or safety.
This may include, but is not limited to:
1. food supplements;
2. food and food products;
3. herbs, teas, and spices;
4. tinctures, extracts, and liquid products;
5. essential and carrier oils;
6. natural cosmetics and personal care products;
7. products with protective, hygienic or factory-sealed packaging.
If you are unsure whether a specific product can be returned, we recommend contacting us before sending it back.
Return costs
When exercising the right of withdrawal and the return is not due to a fault of Zdravnitza, the return delivery costs are borne by the customer.
For international orders, return costs are also borne by the customer, unless the return is due to an incorrectly sent product, an established defect, damage, or another reason for which Zdravnitza is responsible.
Shipments sent cash on delivery, at the expense of Zdravnitza, or requiring Zdravnitza to pay delivery charges upon receipt, will not be accepted unless this has been expressly agreed with us in advance.
We recommend sending returned products using a courier service that allows shipment tracking and packing the products carefully to protect them during transport.
Refunds
After receiving the returned products, Zdravnitza checks their condition.
Where the return complies with these terms, the amount will be refunded within 14 days from the date on which we were informed of the withdrawal. Zdravnitza has the right to withhold the refund until the products have been received back or until proof has been provided that the products have been sent back.
Refunds are made according to the payment method used:
1. For card payments, the amount is refunded to the card used for the payment
2. For bank transfer payments, the amount is refunded to the bank account from which the payment was received
3. For cash on delivery payments, the amount is refunded to a bank account provided by the customer.
In the case of a partial return of an order, usually only the value of the returned products is refunded. Delivery costs are not recalculated when part of the products from the order remain with the customer.
If a gift, sample, bonus product or part of a bundle offer was provided with the returned product, the respective gift, bonus product or bundle item must also be returned. If it is not returned, its value may be deducted from the refund amount, where applicable.
Returns of international orders
When returning an international order, the customer is responsible for properly sending the products back to Zdravnitza, including all return delivery costs, where the return is not due to a fault of Zdravnitza.
For returns from a country outside the European Union, additional costs may arise, including delivery, return, customs processing, storage, fees, customs duties, taxes, destruction, or other proven costs.
Where such costs arise in connection with a returned, refused, uncollected, or customs-unreleased shipment, they may be deducted from the refund amount. If any amount remains after these deductions, it will be refunded to the customer.
Complaints for incorrect, damaged or defective products
If you receive an incorrect product, a damaged product, a missing product, a product with compromised integrity upon delivery, or a product that you believe has a defect or non-conformity, please contact us as soon as possible.
For faster processing of the complaint, we recommend that you send us:
1. order number;
2. a short description of the issue;
3. photos of the product, packaging and waybill, where applicable;
4. contact phone number and e-mail address.
In the case of a justified complaint, Zdravnitza will assist in resolving the matter through replacement, resending of a product, refund or another appropriate solution depending on the specific situation.
Where the return is due to a fault of Zdravnitza, an incorrectly sent product, an established defect or damage for which the customer is not responsible, the return costs will be covered by Zdravnitza or arranged in a manner agreed in advance with the customer.
Damage during delivery
Upon receiving the shipment, we recommend checking the external condition of the packaging. If you notice visible damage, compromised integrity, moisture, crushing or any suspicion of damaged contents, please notify the courier and contact us as soon as possible.
For shipments with an inspection before payment option, we recommend inspecting the shipment before accepting it, where such an option is available.
Each situation is reviewed individually. Depending on the specific case, we may assist with replacement, resending or refunding the respective amount.
Refusal to accept a returned shipment
Zdravnitza may refuse to accept or process a returned shipment where:
1. The shipment is sent for cash on delivery without prior agreement
2. The shipment is sent at the expense of Zdravnitza without prior consent
3. The shipment does not contain sufficient information to identify the order or the customer
4. The products are opened, used, unsealed, damaged, or have damaged packaging, and are not eligible for return due to their nature
5. The products are returned after the applicable deadlines, unless otherwise agreed in advance
6. The returned products do not correspond to the stated return or complaint
If a returned shipment cannot be accepted or the amount cannot be refunded in full, Zdravnitza will contact the customer for clarification.
Contacts for returns and complaints
For questions, product returns, or complaints, you can contact us at:
E-mail: office@zdravnitza.com
Phone: +359 2 483 72 91; +359 884 108 026
Return address for courier shipments:
Zdravnitza Logistics Centre
5 President Lincoln Blvd., 1618, Sofia, Bulgaria
tel.: +359 2 483 72 91; +359 884 108 026