Refund policy

EXCHANGE, RETURN AND COMPLAINT FORM

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RETURNS, EXCHANGES AND COMPLAINTS POLICY

Last updated: 17.02.2026

1. EXCHANGES

Customers may request an exchange within 14 calendar days from the date of receipt of the goods, except for items falling under the legal exceptions set out in applicable consumer protection legislation.

The product must be returned in its original commercial condition:

  • With original tags attached
  • Unworn and unused
  • Unwashed and not ironed
  • Free of stains or signs of wear
  • Free of external odors (perfume, cosmetics, cigarette smoke, etc.)

If signs of use beyond what is necessary to establish the nature and characteristics of the product are detected, 24 DELUXE reserves the right to reduce the refund amount proportionally to the diminished value of the goods.

Exchange requests must be submitted using the exchange/return/complaint form available on the Website.

Shipping costs related to exchanges are borne by the customer.

If the replacement item is more expensive, the customer must pay the price difference.
If the replacement item is less expensive, the difference will be refunded via bank transfer.

2. RETURNS (RIGHT OF WITHDRAWAL)

In accordance with EU consumer protection law, customers have the right to withdraw from the contract within 14 calendar days from receiving the goods, without providing any reason.

The right of withdrawal may be exercised by submitting the standard return form or by sending an explicit written statement.

The product must be returned in its original commercial condition – unused, clean, and with all original tags attached.

The customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Return shipping costs are borne by the customer.

The returned parcel must include the completed form or clearly indicate the order details and the requested action.

Refunds will be issued no later than 14 days from the date the customer has informed 24 DELUXE of the withdrawal decision.
However, 24 DELUXE may withhold the refund until the returned goods are received.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

For Cash on Delivery purchases, refunds are made via bank transfer upon provision of valid bank account details. The customer is responsible for providing accurate banking information.

3. COMPLAINTS

The product must be returned in a condition allowing proper inspection of the claimed defect or non-conformity. Products that are excessively damaged, altered, or improperly handled may not be eligible for complaint processing.

In accordance with applicable consumer protection legislation, customers are entitled to submit a complaint in cases of:

  • Missing items
  • Manufacturing defects
  • Non-conformity with the advertised size or model
  • Non-conformity with the contract

To process a complaint, the product must be returned for inspection.

After submitting a complaint, the customer shall send the product to 24 DELUXE within a reasonable period, but no later than 7 calendar days, unless otherwise agreed.

If the product is not returned within this period without a justified reason, 24 DELUXE reserves the right to refuse to process the complaint.

Complaints are reviewed within 30 days from the date they are submitted.

After inspection, 24 DELUXE will offer:

  • Replacement with a new product, or
  • Refund of the paid amount, where replacement is not possible

In case of a justified complaint, all shipping costs are covered by 24 DELUXE.

4. EXCEPTIONS AND SPECIAL CONDITIONS

The right of withdrawal does not apply to:

  • Hosiery products
  • Underwear bottom pieces
  • Earrings and jewelry
  • Sealed goods not suitable for return for hygiene reasons once unsealed
  • Goods made to the customer's specifications or clearly personalized

Swimwear may be returned or exchanged only if the hygiene protection seal has not been removed.

Additional Conditions

  • Parcels sent with Cash on Delivery will not be accepted and will be returned to the sender.
  • Parcels sent via national postal services will not be accepted.
  • Returns must be made via courier service only.
  • If improper packaging results in damage during transport, the parcel will be returned to the customer at their expense.

5. RETURN ADDRESS

24 DELUXE EU – Svyat Ltd.
106 Nishava Street
Strelbishte District
1404 Sofia
Bulgaria

Phone: +359 897 90 78 87
Email: hello@24deluxe.eu