Refund policy

Returns & Right of Withdrawal

Under the EU Consumer Rights Directive 2011/83/EU, you have the right to withdraw from a distance contract within 14 days without giving any reason and without incurring any penalty. The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.

How to exercise your right of withdrawal

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (for example, an e-mail). Please contact us at hello@protocol.bg stating your name, phone number, e-mail and order number. You may use the model withdrawal form below, but this is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of the standard delivery, without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. We will make the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. Where reimbursement is not possible by the original means (for example, cash-on-delivery orders), it will be made to a bank account provided by you.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is earliest.

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. The direct cost of returning the goods will be borne by you. Returns must be sent without cash-on-delivery. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery, nor to goods which are liable to deteriorate or expire rapidly. As our products are food supplements supplied in sealed packaging, an unsealed product cannot be returned for hygiene and health-protection reasons.

30-day satisfaction guarantee

Separately from your statutory rights above, we offer a 30-day money-back guarantee. We are confident you will feel the difference. If you are not satisfied, contact us at hello@protocol.bg and we will make it right. This guarantee is in addition to, and does not limit, your legal rights as a consumer.

Model withdrawal form

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

To "Колагенов Протеин" ООД (Kolagenov Protein Ltd.), a company registered in Bulgaria under UIC (ЕИК) 207824602, registered office and address of management: Graf Ignatiev Street, 8000 Burgas, Bulgaria. Contact e-mail: hello@protocol.bg:

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

______________________________________________________________________

- Ordered on / received on: __________________________________________

- Name of consumer(s): ______________________________________________

- Address of consumer(s): ___________________________________________

- Signature of consumer(s) (only if this form is notified on paper): __________

- Date: ____________________________________________________________