Refund policy

Returns and Right of Withdrawal Policy

Last updated: 27 August 2026

This policy governs the terms for exercising the right of withdrawal and returning products purchased from the Urban Botaniks online store, operated by:

Merchant: "Планина 2010" ЕООД
UIC: 201175855
Registered office and management address: гр.Варна ж.к. Чайка бл. 100 офис 1
Return address: гр.София, ж.к. Люлин 6, булевард „д-р Петър Дертлиев“ 60
Returns email: sofia@urbanbotaniks.com
Phone: +359897337020

1. Right of withdrawal within 14 days

If you are a consumer and have purchased a product remotely through our online store, by phone or by email, you have the right to withdraw from the contract without giving a reason and without owing a penalty.

The withdrawal period is 14 calendar days, starting from the day following the day on which you, or a third party designated by you other than the courier, received the goods.

Where one order contains several goods delivered separately, the period begins on the day following receipt of the last item. Where goods are delivered in parts or batches, the period begins after receipt of the last part or batch.

The right of withdrawal applies to distance purchases. For goods purchased directly from our physical store, a return without a defect is permitted only if we have expressly agreed to it.

2. How to exercise your right of withdrawal

To exercise your right of withdrawal, you must notify us of your decision before the expiry of the 14-day period by means of an unequivocal statement in one of the following ways:

  • by email to: sofia@urbanbotaniks.com;
  • through the contact form on the website;
  • by letter to 1336 София, кв. Люлин 6, бул. Петър Дертлиев 60;
  • using the standard withdrawal form at the end of this policy.

Use of the standard form is not mandatory. In the notice, it is advisable to state the order number, name, phone number, the products you wish to return, and the date on which they were received.

The time limit is deemed to have been observed if you sent the notice before it expired.

Failure to collect, or refusal to accept, a courier shipment does not in itself constitute proper exercise of the right of withdrawal. You must send us a clear notice.

3. Returning products

After notifying us of your withdrawal, you must send or hand over the products without undue delay and no later than 14 days from the date of notification.

Products must be returned to the following address:

Recipient: "Планина 2010" ЕООД
Address: 1336 София, кв. Люлин 6, бул. Петър Дертлиев 60
Phone: +359897337020

Please do not send cash-on-delivery shipments unless this has been agreed with us in advance.

The direct costs of returning the goods are borne by the customer, except where:

  • we delivered the wrong product;
  • the product arrived damaged;
  • the product does not conform to the contract;
  • we have agreed in advance to bear the costs.

We recommend using a trackable courier service and keeping the dispatch document until the return has been completed.

The product must be packaged in a way that protects it from damage in transit. Where you have the original packaging, accessories, manuals and warranty documents, please include them. The absence of the original transport packaging does not in itself cancel the statutory right of withdrawal.

4. Condition of returned products

You may inspect and test the product only to the extent necessary to establish its nature, characteristics and normal functioning — in the same way you could do so in a physical store.

You are liable for any diminished value of the product where it is caused by use beyond the necessary inspection and testing. In such a case, we have the right to deduct the objectively established reduction in value from the refund amount.

5. Refund of payments

Where the right of withdrawal has been validly exercised, we will refund the payments received from you, including the cost of standard initial delivery, without undue delay and no later than 14 days from the date on which we are notified of your decision.

If you selected a more expensive delivery method than the standard delivery offered by us, the difference in price will not be refunded.

We may defer the refund until we receive the products back or until you provide proof that they have been sent — whichever occurs first.

The amount will be refunded using the same means of payment used for the original purchase, unless we expressly agree on another method. For orders paid cash on delivery, we may request a bank account or offer another refund method that does not create additional costs for the customer.

6. Products to which the right of withdrawal does not apply

Under applicable law, the right of withdrawal may not apply, among other things, to:

  • goods made to order or tailored to the customer’s individual requirements;
  • goods that may deteriorate rapidly or have a short shelf life;
  • sealed goods which, after unsealing, cannot be returned for health or hygiene reasons;
  • goods which, after delivery, have by their nature become inseparably mixed with other products;
  • other cases expressly provided for in Article 57 of the Consumer Protection Act.

For products such as live plants, seedlings, planting material, products with a short shelf life or sealed products with special safety requirements, the applicability of the exception is assessed according to the nature and condition of the specific product.

Opening ordinary packaging does not automatically result in loss of the right of withdrawal, unless a specific statutory exception applies. Where a product is not subject to withdrawal by law, this must be clearly stated on its product page.

7. Damaged, defective or incorrectly delivered product

The right of withdrawal without giving a reason is distinct from your rights in relation to defective, damaged or non-conforming goods.

If you receive a damaged, defective or different product from the one ordered, please contact us as soon as possible at sofia@urbanbotaniks.com or +359897337020. State the order number and attach photographs of the product, packaging and shipping label where possible.

You must inspect the shipment upon receipt and, in the event of visible transport damage, request that the courier draw up a report. The absence of such a report in itself limits the consumer’s statutory rights. Each shipment is sent with insurance and transport damage is established only when the order is received from the courier.

Where we have sent the wrong product or there is a justified claim for non-conformity, the costs of return and redelivery are borne by us in accordance with applicable law.

This policy does not limit consumers’ statutory rights in relation to the conformity of goods.