What is your case?
Your selection shows the relevant fields and rules.
From delivery of the goods, not from the order date. The delivery day itself is not counted.
- Example: delivered on 1 March → send the withdrawal notice by 15 March inclusive.
- If one order is delivered separately, the period starts after delivery of the last item or part.
- After notifying us in time, you have up to another 14 days to send the item back.
- If the deadline falls on a non-working day, it extends to the end of the next working day.
Choose this case for defective, damaged, incorrectly supplied, missing or otherwise non-conforming goods.
- Describe when and how the issue appeared and select your preferred remedy.
- Photos of the item, label, batch and transport packaging help us review the case faster.
- When we cover transport, dispatch is arranged after approval under our instructions.
There is no automatic return right for non-defective goods after the statutory period; we may review the request voluntarily.
- State the reason, condition, whether it was opened and the remaining shelf life where applicable.
- Approval depends on the product type and whether it can lawfully and safely be offered again.
- Wait for written approval and instructions before dispatching the item.
Withdrawal from an online purchase within 14 days
The period runs from delivery, not from ordering. Giving a reason is optional.
How does the process work?
- 1Choose the case
Withdrawal, complaint or request after the period.
- 2We verify the order
We compare the email, item and available identifiers.
- 3Receive a reference
We send confirmation and instructions.
- 4Send the item
Follow the shipping instructions, pack it safely and mark the reference on the parcel.
- 5Inspection and decision
We document receipt and notify you of the outcome.
Where and how should I send the item?
Do not dispatch the item before receiving a case reference and shipping instructions.
- 1When you pay for return shipping
You may use a tracked carrier of your choice. Send the parcel to the warehouse address below without cash on delivery and retain proof of dispatch.
- 2When we pay for return shipping
After approval, use only the Speedy instructions supplied by us. Do not dispatch at our expense in advance. If Speedy is unavailable, we will arrange another free method.
- 3Recipient
Ви Би Интернешънъл ООД
Return address268 Okolovrasten pat St.
Courier telephone
Color Place warehouse complex, warehouse 5
Markovo Industrial Park
4000 Plovdiv, Bulgaria
Frequently asked questions
Select a question to reveal the answer.
From which date are the 14 days counted?+
From the day after delivery of the goods, not from the order date. For example, if delivery is on 1 March, send the notice by 15 March inclusive. If one order is delivered separately, the period starts after delivery of the last item or part.
Can I return an item without giving a reason?+
Yes. For an online purchase you may notify us of withdrawal within 14 days after receipt. Giving a reason is optional, but you must return the same item from the stated order.
Who pays return shipping and which carrier may I use?+
For a 14-day withdrawal without a defect, the customer pays the direct cost and may use a tracked carrier of their choice. When we cover the transport, it is arranged after approval through Speedy under the instructions we provide.
Must I keep the original packaging?+
We recommend keeping it for identification and safe transport, but it is not an absolute condition in every case. The integrity of the factory packaging and hygiene exceptions are assessed according to the product.
Can I return opened cosmetics, perfume or supplements?+
These categories are not automatically excluded. An exception may apply to sealed goods unsealed after delivery that genuinely cannot be returned for health-protection or hygiene reasons.
How do you verify that it is the same item?+
We compare the order, item, SKU/EAN, batch/LOT or serial number, factory packaging, accessories and condition.
What if the product has been used or damaged?+
Normal inspection is permitted. Handling beyond what is necessary may lead to a deduction for objectively documented diminished value.
Is a paper receipt mandatory?+
A complaint requires proof of purchase. If you do not have a copy, indicate this and we will first check the electronic order record.
What should I do with an incorrect or transit-damaged item?+
Choose Complaint, describe the issue and attach photos. Wait for the registry reference and shipping instructions.
What does the two-year legal guarantee mean?+
It is the seller's statutory responsibility for non-conformity that appears within two years after delivery. The nature, normal durability, label, storage and expiry are considered.
Can I return a discounted item?+
Yes. A discount alone does not remove withdrawal or complaint rights. A specifically disclosed pre-existing defect is treated separately.
When will I receive a refund?+
For a legal withdrawal, reimbursement is initiated within 14 days after notification, but it may be withheld until the goods or proof of dispatch are received.
Can I send the parcel cash on delivery?+
No. Wait for the exact instructions. Reimbursement uses the original payment method unless another lawful method is agreed.
What if the 14-day period has expired?+
You may submit a voluntary request for a non-defective item. It is reviewed individually and may be declined. Rights for defects remain unchanged.