Last updated: August 11, 2026
Right of withdrawal (14 days)
If you are purchasing as a consumer (an individual acting for purposes outside your trade, business, craft or profession), you have the right to withdraw from your purchase, without giving any reason, within 14 calendar days from the day you (or a third party other than the carrier, indicated by you) take physical possession of the goods (or of the last item, for orders with multiple products delivered separately), in accordance with EU Directive 2011/83/EU on consumer rights.
How to exercise your right of withdrawal
Send us an unambiguous statement of your decision to withdraw (for example by email to info@trilium-bg.com, indicating your order number, the product(s), and the date you received them) within the 14-day period above. You may use the model withdrawal form at the bottom of this page, but it is not mandatory.
Once we receive your withdrawal request, we will send you return instructions. The product must be sent back, in its original condition and, where possible, in its original packaging, within 14 days of communicating your withdrawal.
Who pays for return shipping
Return shipping costs are the customer’s responsibility, except where the product is defective, was damaged in transit, or is not what you ordered — in those cases we cover the return shipping cost. We recommend using a trackable shipping method: we cannot issue a refund for a return that is lost in transit and cannot be shown to have been shipped.
Refund
Upon a valid withdrawal, we refund all payments received, including standard delivery charges (excluding any extra cost from choosing a delivery method other than the standard option we offer), without undue delay and in any case within 14 days of the day we are informed of your decision to withdraw. Refunds are made using the same payment method used for the original transaction, unless otherwise agreed, and at no extra cost to you. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earlier.
Condition of returned goods and deduction for diminished value
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning — the kind of handling you would reasonably do in a physical shop. In practice:
- Clothing and accessories must be returned unworn, unwashed and undamaged, with all original tags and hygiene liners still attached;
- Footwear must show no signs of outdoor wear;
- All original packaging, accessories and documentation must be included.
If a returned item shows signs of use beyond what is necessary to check it, we will deduct an amount proportional to the diminished value from your refund, or, in cases of significant use or damage, we may refuse the return and send the item back to you at your cost.
Items that cannot be returned
By law, the right of withdrawal does not apply to, among others:
- custom-made or clearly personalised goods;
- sealed goods not suitable for return for health protection or hygiene reasons, once unsealed after delivery;
- goods which, after delivery, are, by their nature, inseparably mixed with other items;
- digital content supplied on a non-tangible medium, once performance has begun with your prior express consent.
Underwear, swimwear and other intimate apparel are supplied with a hygiene seal or protective liner. Once this seal or liner has been removed, the item can no longer be returned or exchanged for any reason, for hygiene protection purposes — this applies regardless of the general 14-day window above. If the hygiene seal is still intact and unbroken, the standard 14-day right of withdrawal described above applies as normal.
Damaged, defective or incorrect items
If you receive an item damaged in transit, defective, or different from what you ordered, contact us within 14 days of delivery at info@trilium-bg.com. To process your claim, please attach clear photos (and, where relevant, a short video) of the item and its packaging, taken promptly after delivery. Claims submitted without this evidence, or reported more than 14 days after delivery, may be declined or take longer to process, since photographic evidence is how we verify what happened before deciding on a replacement or refund. Once reviewed, we will, at our discretion and at no cost to you, replace the item or issue a full refund, including original shipping costs. All products also remain covered by the statutory 2-year legal guarantee of conformity for consumers under EU law — see our Terms of Service.
Repeated or suspicious return activity
We want returns to stay simple and fair for genuine customers. To keep that possible, we reserve the right to request additional verification (such as proof of purchase or identity), to decline a return or refund request, or to decline future orders, where we reasonably suspect fraudulent, abusive or bad-faith use of this policy — for example repeated “item not received” claims that contradict tracking data, repeated damage claims without evidence, or a pattern of ordering and returning worn goods. We will always explain our reasoning, and this does not affect your statutory rights in relation to genuinely defective or misdescribed goods.
Model withdrawal form (optional)
To be completed and returned only if you wish to withdraw from the contract:
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [description of the product] — Ordered on: [date] — Received on: [date] — Name of consumer — Address of consumer — Signature of consumer (only if this form is notified on paper) — Date.
Send the completed form to Trilium EOOD, Alabin Str. 31, floor 1, apt. 1, 1000 Sofia, Bulgaria, or by email to info@trilium-bg.com.