Refund policy

🥂 Returns Policy - Champagne Wine Shop & Bar

1. Right of withdrawal (EU right of withdrawal)

In accordance with the Bulgarian Consumer Protection Act and Directive 2011/83/EU, you have the right to withdraw from your order without giving any reason within 14 days of the date on which you receive the last item of the order.

How to submit a request:

  • Log in to your customer account at: https://account.champagne-winebar.com → find the order → select “Return or cancel”
  • If you ordered with a phone number only (no email): use the order management link in the SMS confirmation you received.

Once you have notified us of your withdrawal, you must return the products within 14 days.

Return costs: The cost of return shipping is borne by the customer, unless the product is defective or was sent in error.

Refunds: We refund the full value of the order, excluding delivery costs, within 14 days of receiving the returned goods or proof that they have been sent, whichever is earlier. The refund is made using the same payment method.

2. Products NOT covered by the right of withdrawal

Due to the nature of the products, the right of withdrawal does not apply to:

  • Opened bottles of alcohol (broken seal)
  • Products whose original packaging has been opened or damaged
  • Products with a short shelf life or perishable goods
  • Products stored improperly after receipt
  • Products purchased in promotional campaigns expressly marked “non-returnable”

These exceptions are in line with Art. 57 of the Consumer Protection Act and are intended to ensure safety, quality and hygiene standards.

3. Complaints - defective or incorrectly sent products

Separately from the right of withdrawal, we accept complaints if:

  • the product was damaged during delivery
  • the product is defective
  • the product does not match the item ordered
  • there is a manufacturing defect discovered on opening

In these cases, please contact us within 48 hours of receipt, providing: the order number, photos of the product and packaging, and a description of the problem.

4. Return procedure for complaints

Once approved by us, the product must be returned:

  • in its original packaging
  • without signs of use
  • with all accompanying accessories and documents

Shipping costs in the event of a defect or an error on our part are covered by us.

5. Parcels damaged in delivery

If you receive a product with visible damage:

  • refuse it at the courier, or
  • have a damage report drawn up and notify us immediately

This is a mandatory condition for processing the complaint.

6. Contact

For questions, complaints or returns:

📩 champagnewineshop@abv.bg 📞 +359 886 402 546