Returns, Withdrawal and Complaints Policy

Effective from 3 July 2026.

1. Withdrawal, voluntary exchange and complaint

• Withdrawal: a Consumer returns an online purchase without giving a reason within 14 days;
• Size/model exchange: a voluntary Machiavelli service subject to availability; the statutory route remains withdrawal followed by a new order;
• Complaint: a statutory right for defective or non-conforming goods, independent of the 14-day period.

A “Consumer” is a natural person buying outside their trade, business, craft or profession. The statutory withdrawal right does not automatically apply to legal-entity or professional purchases.

2. Withdrawal period

You may withdraw without giving a reason within 14 days starting on the day after you, or a nominated third party other than the carrier, receives the goods. Where several goods from one order are delivered separately, the period starts on receipt of the last item. It is sufficient to send the withdrawal notice before the period expires.

3. How to withdraw

Send an unequivocal written statement to “МАКИЯВЕЛИ ЕМ 24” EOOD through:

• [email protected];
• the contact form; or

State your name, order number and date, goods, receipt date and preferred contact method. You may use the model in section 11, but it is not mandatory. No reason is required. You bear the burden of proving timely notice, so keep the email or shipping document.

4. Returning the goods

After notice, send or hand over the goods without undue delay and no later than 14 days. Contact us before dispatch for current courier instructions and return identification. The addressee is “МАКИЯВЕЛИ ЕМ 24” EOOD. Do not send a cash-on-delivery return unless we have agreed in writing.

Direct withdrawal return costs are paid by the Consumer. Where the wrong, damaged or non-conforming item was supplied, the necessary conformity costs are ours. Return-transit risk remains with the sender until receipt, so use tracked delivery and suitable outer packaging.

5. Trying on shoes and diminished value

You may inspect and try shoes as reasonably allowed in a shop: indoors, on a clean soft surface, with clean socks and without prolonged wear. Do not wear them outdoors or permanently remove labels or protective elements before deciding.

Where possible, return the original box, filling, labels and accessories. Do not attach a shipping label directly to the shoe box; place it inside outer shipping packaging. The original box may form part of the commercial value.

The right is not automatically lost merely because packaging was opened, a label is missing or goods were tried. A Consumer is liable only for demonstrable diminished value caused by handling beyond what is necessary to establish nature, characteristics and functioning. We may deduct that substantiated loss, not impose an arbitrary penalty.

6. Exceptions

Ordinary footwear is not excluded from withdrawal merely on hygiene grounds. Withdrawal may be unavailable in the cases expressly listed in Article 57 of the Bulgarian Consumer Protection Act, including goods made to order or clearly personalised to individual specifications where such a service is expressly offered. Selecting a standard available size or colour is not itself personalisation.

7. Refunds

We refund payments received under the withdrawn contract, including the least expensive standard outbound delivery, without undue delay and no later than 14 days after notice. If you selected a more expensive delivery method, the additional amount is not refunded.

We may withhold the refund until we receive the goods or you provide evidence of dispatch, whichever is earlier. The same payment method is used unless we expressly agree otherwise and you incur no fee. For cash on delivery, with your express agreement, a fee-free refund may be transferred to a bank account you provide. Do not send bank details through a public field.

8. Size or model exchange

We may arrange an exchange if the requested product is available. Contact us before sending. An exchange request does not extend the 14-day withdrawal-notice period. To protect the period and stock availability, you may withdraw, return and place a new order. Voluntary exchange costs are disclosed in advance.

9. Defect or non-conformity — statutory complaint

“МАКИЯВЕЛИ ЕМ 24” EOOD is liable for a lack of conformity existing on delivery and appearing within two years. If it appears within one year, it is presumed to have existed on delivery unless proved otherwise or incompatible with the nature of the goods/defect.

Submit a complaint orally or in writing; email is recommended for evidence. State the goods, issue, discovery date, preferred remedy and contact address, and attach purchase evidence and available photographs/documents. Complaints are accepted through the electronic contacts and recorded in the statutory register.

You may choose free repair or replacement unless the selection is impossible or disproportionately costly compared with the alternative. Repair/replacement of footwear is free, within a reasonable time, without significant inconvenience and no later than one month after notice. “Free” includes necessary postage, transport, labour and material costs.

You may obtain a proportionate price reduction or terminate in statutory cases, including failure to bring goods into conformity, repeated non-conformity, a sufficiently serious issue, or where it is clear conformity will not be achieved without significant inconvenience. Termination is unavailable for a minor lack of conformity, and the Seller bears the burden of proving it is minor.

Normal wear, damage from misuse, unsuitable care, external mechanical impact or use contrary to purpose do not by themselves constitute original non-conformity. Each case is assessed individually and your right to complain is not restricted.

10. Disputes

For an unresolved issue, contact the Bulgarian Consumer Protection Commission or request voluntary proceedings before the relevant conciliation commission after first referring the dispute to us. Court remedies remain available.

11. Model withdrawal form

To “МАКИЯВЕЛИ ЕМ 24” EOOD, Unified Identification Code 208144245; email: [email protected]

I hereby give notice that I withdraw from my contract for the purchase of the following goods: [description]

Order number: [number]

Ordered on/received on: [date]

Consumer name: [name]

Consumer address: [address]

Preferred contact: [email/phone]

Date: [date]

Consumer signature: [only if submitted on paper]