RETURN & REFUND POLICY

This Return & Refund Policy outlines the terms and conditions for returning products purchased from the online store Brasnar.bg, owned by ELLA DZZD, Company ID 175954998, VAT BG175954998, with registered office: Bulgaria, Varna, Petko Todorov Street No. 9.

1. Return period

The customer has the right to return a purchased product within 14 calendar days from the date of receipt, without giving a reason, provided that the product meets the conditions described in this policy.

2. Conditions for returning products

• The product must be in its original packaging, with intact seals, all accompanying accessories, documents, and labels.

• Cosmetic products can only be returned if they are in their original sealed packaging and unused, due to hygiene and health protection reasons.

• Accessories must be unused and returned with all original packaging and labels.

3. Shipping costs

• Return shipping costs are borne by the customer.

• If the return is due to our error or a defective product, we will send the corrected order or replacement product at our expense.

4. Claims (Complaints)

In case of a damaged, defective, or incorrectly delivered product, the customer has the right to file a claim. Upon approval, Brasnar.bg will replace the product or refund the paid amount, including shipping costs.

5. Return & complaint procedure

To request a return or file a complaint, please complete the online form:
Form RETURN & REFUND POLICY

After submitting the form, our representative will contact you with instructions for returning the product.

6. Refund period

Refunds are issued within 14 days from the date we receive the returned product and confirm that it meets the return conditions.

FREQUENTLY ASKED QUESTIONS (FAQ)

1. How can I place an order?

You can place an order directly through our online store Brasnar.bg by adding the desired products to your cart and completing the checkout process.

2. What payment methods do you accept?

• Bank transfer (DSK Bank)

• PayPal

• Cash on delivery (available in Bulgaria and in some EU countries)

3. Which countries do you ship to?

We deliver to all countries worldwide. The delivery time and cost depend on the chosen destination and courier.

4. How long does delivery take?

• Bulgaria: 1–3 business days

• EU: 5–10 business days

• Rest of the world: 10–20 business days
  Delivery times may vary depending on the courier and destination.

5. Which couriers do you use?

• Speedy

• Econt Express

• DPD Economy

• DPD Air Express

• DHL

6. Can I return a product?

Yes. You have the right to return a product within 14 days of receiving it, provided it meets our Return and Refund Policy.
📌 For cosmetics: products can only be returned if they are in their original sealed packaging and unused.

Return shipping costs are borne by the customer.
If the return is due to our error or a defective product, we will send the corrected order or replacement product at our expense.

You can request a return by filling out the form here:
Form RETURN & REFUND POLICY

7. How do I return a product?

Contact us at sales@brasnar.bg or +359 878 806 636. We will provide you with return instructions, and you can send the product back using your preferred courier.

8. Do you offer free shipping?

No. Shipping is paid by the customer and is calculated at checkout.

9. Are your products authentic?

Yes. All our cosmetic products and accessories are authentic, with proven origin and quality certificates.

10. Can I receive a product as a gift?

Yes, we offer gift wrapping and personalized cards for an additional fee.