Returns, Warranty and Complaints

Returns of Products and Refunds

• To request a return, you must download the return form, fill it in, and send it together with the items. If you are unable to print the form, you may write the information in free text. You must also send the purchase receipt with the returned items.

• We do not offer size exchanges. If you wish to change the size, you must submit a return request and place a new order.

• Products must be sent together with the completed form to the following address: Kazichene village, 1A Vasil Levski Street, phone: +359 2 904 74 33, company Palladium Ltd., contact person Daniela Ilieva. Using the shipment tracking number issued by the courier company, you can track when and whether the package has been delivered to us.

• The processing period for return requests and refunds is up to 30 days, but in 90% of cases returns are processed within 14 days. In special cases, the period may be extended only after notification from the Merchant to the Customer.

• Returns of goods purchased from the online store www.bwell.bg cannot be made in physical stores.

• If an invoice has been issued for the order, you must provide the company’s bank account for the refund.

• Returns are NOT accepted or processed by phone.

• You have the right to return purchased goods only if they are in their original commercial condition and in the same state in which you received them.

• Returns are not accepted if the packaging has been damaged, the label has been removed, and/or there are damages affecting the quality, functionality, integrity, or commercial appearance of the product.

• The refunded amount equals the value of the purchased products excluding the courier service fee, and it will be transferred via bank transfer.

• When returning goods, the courier service cost is paid by the CUSTOMER.

Warranty and Complaints

• Any product that does not correspond to the customer’s order is subject to a complaint. If there is an obvious discrepancy between the received product and the ordered one, please contact us immediately at info@bwell.bg.

• Products cannot be claimed if the customer has been previously informed about the discrepancy or defect.

• In the case of a manufacturing defect identified upon delivery, in the presence of the courier, please contact us immediately.

• When submitting a complaint within 30 (thirty) days of purchase, provided all store conditions and applicable legal provisions are met, the customer may request:

  • a refund of the paid amount,

  • a replacement of the product, or

  • a price reduction for the purchased product.
    All additional costs incurred by the customer for receiving and returning the purchased goods, apart from the product value itself, are at the customer’s expense.

• A person who is a third party receiving the shipment and not the primary payer is not entitled to submit a complaint.

• Complaints are accepted and processed only via email at info@bwell.bg.

• Complaints are not accepted or processed by phone.

• After the complaint is accepted as valid, our employee will notify the customer by email and take the following actions:

  • send the customer a new product of the same type at our expense;

  • if the same product cannot be provided, offer the customer another product of equal value;

  • if the same product cannot be provided, the paid amount will be refunded to the customer within the legally established period.

• The complaint must be accompanied by a photo of the damaged/broken item or element. Otherwise, the complaint will not be accepted.

• For goods that include a warranty, the customer will receive a warranty card describing the cases covered by warranty service.

• For low-budget items or certain manufacturers, a warranty card may not be issued. In such cases, the purchase receipt serves as proof of warranty.

• For the warranty to be valid, you must have a receipt or another document proving the purchase. In case of a problem or defect, you must contact us by email.

• For any questions regarding warranty and complaints, please send your inquiries to info@bwell.bg.