Last updated: 3 July 2026
At Trilium Marketplace, we want customers to shop with confidence. This Refund & Returns Policy explains how returns, withdrawals, refunds and defective-product claims are handled, including the rights available to consumers under applicable European Union consumer protection law.
This policy is operated by:
Trilium EOOD (ЕООД)
EIK/UIC: 131461587
VAT Number: BG131461587
Registered office: 31 Alabin Street, 1000 Sofia, Bulgaria
Email: info@trilium-bg.com
Telephone: +359 899 665 200
Nothing in this policy limits or excludes any mandatory consumer rights provided by applicable law.
1. 14-Day Statutory Right of Withdrawal
If you are a consumer purchasing online within the European Union, you generally have the right to withdraw from an eligible purchase within 14 days without giving any reason.
For physical goods, the withdrawal period normally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
Where a single order contains multiple goods delivered separately, the applicable withdrawal period may begin when the final item is received, where required by law.
For services, the withdrawal period generally begins from the conclusion of the contract.
Certain statutory exceptions apply, as described below.
2. Trilium 30-Day Return Policy
In addition to the statutory 14-day withdrawal right, Trilium Marketplace voluntarily offers eligible customers an extended 30-day return period.
The 30-day period begins on the date the relevant order is delivered.
This extended return policy is a commercial benefit offered by Trilium and does not replace, reduce or otherwise affect your statutory rights.
This means that even after the statutory 14-day withdrawal period has expired, eligible products may still be returned within 30 days from delivery, subject to the conditions of this policy.
3. How to Start a Return
To request a return, contact:
Please include:
- your order number;
- your full name;
- the item or items you wish to return; and
- where helpful, the reason for the return.
You do not need to provide a reason when exercising a statutory right of withdrawal within the applicable period.
We will provide the appropriate return instructions and, where applicable, the correct return address or return method.
Please do not send products to our registered office or to any other address unless we have specifically instructed you to do so.
Using the return instructions we provide helps ensure that the return can be properly identified and processed.
4. When Your Withdrawal Request Is Effective
To exercise the statutory right of withdrawal, you must send us a clear statement communicating your decision to withdraw before the applicable 14-day period expires.
Sending your withdrawal notification before the deadline is sufficient to meet the withdrawal deadline.
You may use the model withdrawal form included at the end of this policy, but you are not required to do so.
5. Returning the Goods
After notifying us of your statutory withdrawal, you must return or hand back the goods without undue delay and, in any event, within the period required by applicable law.
Please follow the return instructions supplied by our customer-service team.
Goods should be packaged appropriately to prevent damage during transport.
Where reasonably possible, we recommend using the original product packaging, but the absence of the original packaging does not automatically remove statutory withdrawal rights.
6. Free Returns Across Europe
For eligible returns made in accordance with this policy, Trilium Marketplace offers free return shipping across supported European destinations when the customer uses the return method and instructions supplied by us.
Where we provide:
- a prepaid return label;
- a designated carrier;
- a collection arrangement; or
- another prepaid return method,
you must use that method for the return to qualify for free return shipping.
If you independently choose a different or more expensive return method without our prior agreement, we may not be required to reimburse those additional costs, except where applicable law provides otherwise.
For defective, damaged or incorrect products, reasonable return costs are borne by us in accordance with applicable consumer law.
7. Condition of Returned Products
For statutory withdrawal rights, you may inspect and handle goods only to the extent necessary to establish their nature, characteristics and functioning, in a manner broadly comparable to how you could inspect them in a physical shop.
You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose.
For returns made solely under our voluntary 30-day return policy after the statutory withdrawal period has expired, products should generally be:
- substantially unused;
- complete;
- in good condition;
- accompanied by accessories supplied with them; and
- returned in original packaging where reasonably possible.
These additional commercial conditions do not restrict the statutory 14-day right of withdrawal.
8. Refunds Following Statutory Withdrawal
Where you validly exercise your statutory right of withdrawal, we will reimburse payments due under applicable law without undue delay and no later than 14 days after being informed of your decision to withdraw, subject to our legal right to withhold reimbursement until the goods have been returned or you provide evidence that they have been sent back, whichever occurs first.
The reimbursement will include:
- the purchase price of the returned goods; and
- the cost of the least expensive standard delivery method offered for the original order, where required by law.
If you selected a premium, express or more expensive delivery method instead of our least expensive standard option, we are not required to reimburse the additional premium delivery cost beyond the standard delivery amount where applicable law permits this.
9. Refund Method
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise and no additional cost is imposed on you.
Depending on the payment provider and your bank, additional processing time may be required before the refunded amount appears in your account after we issue it.
10. Refunds Under Our Extended 30-Day Policy
For eligible returns made between the end of the statutory withdrawal period and the end of Trilium’s voluntary 30-day return period, refunds will be processed in accordance with the conditions of this commercial policy.
Unless otherwise stated, the refund will cover the price paid for the eligible returned product.
Any additional rights offered under this voluntary return period do not reduce the rights you have under applicable consumer legislation.
11. Damaged Products
If a product arrives damaged, please contact us as soon as reasonably possible at:
Where possible, please include:
- your order number;
- a description of the problem;
- photographs or video showing the damage; and
- photographs of the packaging where relevant.
These materials help us assess the problem more quickly but do not remove statutory rights where you are unable to provide them.
Where a product is damaged or does not conform to the contract, we will provide the appropriate legal remedy without charging you costs that the law requires us to bear.
12. Incorrect or Missing Items
If you receive:
- the wrong product;
- the wrong variant;
- an incorrect quantity; or
- an order with missing items,
please contact us as soon as reasonably possible.
We will investigate the order and, where appropriate, arrange replacement, completion of the order, refund or another appropriate remedy.
You will not be charged return costs for goods supplied incorrectly where those costs are our responsibility.
13. Defective or Non-Conforming Goods
The 30-day return period is not the limit of your rights for defective products.
Consumers buying goods in the EU benefit from a statutory legal guarantee of conformity of at least two years from delivery.
If goods are defective or fail to conform to the sales contract, applicable remedies may include:
- repair;
- replacement;
- proportionate reduction of the price; or
- termination of the contract and reimbursement,
depending on the circumstances and requirements of applicable law.
Repair or replacement must be provided without cost to the consumer where required by law.
A voluntary 30-day return policy does not replace or reduce this statutory legal guarantee.
14. Change-of-Mind Returns vs. Defective Products
There is an important distinction between:
- a change-of-mind return, where the product is not defective but the customer no longer wants it; and
- a conformity claim, where the product is defective, damaged, incorrect or otherwise fails to conform to the contract.
Different legal rules and remedies may apply.
A customer does not lose statutory conformity rights merely because the 14-day or 30-day return period has expired.
15. Exchanges
Where operationally available, we may offer an exchange for another size, colour or product.
Availability of exchanges is not guaranteed.
Where a direct exchange is not possible, we may instead process the appropriate return and refund and you may place a new order.
Defective goods remain subject to the statutory remedies required by consumer law.
16. Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply to certain contracts or products where an exception provided by law applies.
Depending on the circumstances, these may include:
- Personalised or made-to-order goods — products made to the consumer’s specifications or clearly personalised.
- Perishable goods — goods liable to deteriorate or expire rapidly.
- Sealed hygiene or health-protection goods — sealed goods which are not suitable for return for health protection or hygiene reasons after being unsealed following delivery.
- Certain sealed media or software — where statutory conditions for the exemption are met.
- Fully performed services — where the service has been fully performed and performance began with the consumer’s prior express request or consent and acknowledgement required by applicable law.
- Digital content not supplied on a tangible medium — where supply has begun after the customer provided the legally required prior express consent and acknowledgement concerning the loss of the withdrawal right.
The existence of an exception will depend on the particular product or service and the requirements of applicable law. The Consumer Rights Directive specifically permits defined exceptions to the standard 14-day withdrawal right.
17. Personalised Products
Products made specifically according to customer instructions, including clearly personalised products, may be excluded from the statutory right of withdrawal where the legal requirements for the exception are satisfied.
This does not remove your rights if such a product is defective, damaged or does not conform to what was agreed.
18. Services
For eligible service contracts, consumers generally have a 14-day withdrawal period beginning from the conclusion of the contract.
If you expressly request that performance of the service begin during the withdrawal period, different consequences may apply according to the extent of performance and the consents or acknowledgements required by law.
Where a service has been fully performed after the legally required express consent and acknowledgement, the statutory withdrawal right may cease where applicable law provides for this.
19. Digital Content
Different withdrawal rules may apply to digital content that is not supplied on a physical medium.
Where required by law, we will request the appropriate express consent and acknowledgement before beginning immediate supply where starting delivery would result in loss of the statutory withdrawal right.
Rights relating to defective or non-conforming digital content remain governed by applicable consumer law.
20. Orders Returned to Sender
If an order is returned to us because of:
- an incorrect or incomplete delivery address supplied by the customer;
- refusal of delivery;
- failure to collect the parcel from a collection point; or
- another reason attributable to the recipient,
please contact us.
We will assess the appropriate next step depending on the circumstances.
Any deduction or additional delivery cost will only be applied where permitted by law and will not affect mandatory consumer rights.
21. Packages Reported as Not Delivered
If tracking indicates that a parcel should have been delivered but you have not received it, contact us promptly.
We may ask you to:
- confirm the shipping address;
- check with household members or neighbours;
- check any designated safe location; and
- cooperate with a carrier investigation.
Where the risk of loss remains with Trilium Marketplace under applicable consumer law, your statutory rights remain unaffected.
22. Refund Processing Time After Approval
Once a refund has been approved and issued by us, the time required for the money to appear on your payment account depends on your bank, card issuer or payment provider.
The processing period imposed by a payment institution is separate from the date on which Trilium Marketplace issues the refund.
23. Promotional and Discounted Products
Products purchased using a discount, promotion or sale price remain eligible for statutory withdrawal and conformity rights.
Unless a specific lawful exception applies, a product does not lose statutory rights simply because it was discounted.
Our voluntary 30-day return policy also applies to eligible promotional goods unless clearly stated otherwise before purchase.
24. Refund Abuse and Fraud
We reserve the right to investigate return or refund requests where we reasonably suspect fraud, manipulation or abuse.
Examples may include:
- returning a different product from the one purchased;
- deliberate product damage;
- falsified evidence of return;
- fraudulent payment disputes; or
- repeated misuse of return systems.
This does not permit us to refuse legitimate statutory consumer rights.
25. Model Withdrawal Form
If you wish, you may use the following form to exercise your statutory right of withdrawal.
Use of this form is optional.
To:
Trilium EOOD
31 Alabin Street
1000 Sofia, Bulgaria
Email: info@trilium-bg.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods/services:
Goods/services: ______________________________
Order number: ______________________________
Ordered on: ______________________________
Received on: ______________________________
Consumer name: ______________________________
Consumer address: ______________________________
Date: ______________________________
Signature: ______________________________
(only if this form is submitted on paper)
26. How to Contact Us
For returns, refunds, defective products or questions about this policy, contact:
Please include your order number where available so that we can assist you more efficiently.
27. Company Information
All returns and refunds under this policy are handled by:
Trilium EOOD (ЕООД)
Trading as: Trilium Marketplace
EIK/UIC: 131461587
VAT Number: BG131461587
Registered office: 31 Alabin Street, 1000 Sofia, Bulgaria
Email: info@trilium-bg.com
Telephone: +359 899 665 200