Last updated: 18 August 2026
This Refund and Returns Policy applies to online purchases made from Phytocode EOOD through phytocode.es. It supplements and does not limit any mandatory consumer rights available under Bulgarian and European Union law.
1. Seller and contact details
- Seller: Phytocode EOOD (Фитокод ЕООД)
- Company registration number (EIK): 201055368
- VAT number: BG201055368
- Registered office: 154 Vasil Aprilov St., Plovdiv 4003, Bulgaria
- Email: sales1@phytocode.eu
- Telephone: +359 888 206 291
2. Fourteen-day right of withdrawal
If you are a consumer, you may withdraw from an eligible online purchase without giving a reason within 14 days from the day on which you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in separate parts, the period starts when the final item is received.
To exercise the right of withdrawal, send a clear statement to sales1@phytocode.eu before the 14-day period expires. Include your name, order number, the products concerned, the delivery date and a telephone number or email address at which we can reach you. You may use the model form at the end of this policy, but its use is not compulsory.
3. Return instructions and address
Do not send a return without first contacting us. After receiving your withdrawal or return request, we will provide the applicable return instructions and return address. The return address may differ from our registered office. Returns sent without the provided instructions may be delayed.
After notifying us of your withdrawal, you must send the eligible goods back without undue delay and no later than 14 days after the date on which you informed us. Unless the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning them. We recommend using a traceable service and retaining proof of shipment.
4. Condition of returned goods
You may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably do in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary for that inspection.
Where applicable, return the product with its original packaging, accessories and promotional items. A missing or damaged package does not automatically remove a statutory right, but it may be relevant when assessing diminished value.
5. Exceptions to the right of withdrawal
The right of withdrawal does not apply where an exception under applicable law is met. This may include:
- sealed goods that have been unsealed after delivery and are not suitable for return for health-protection or hygiene reasons, including certain cosmetic, personal-care and intimate-care products;
- food supplements or other sealed health-related products where the seal has been broken and the goods cannot safely be resold;
- goods liable to deteriorate or expire rapidly;
- goods made to the customer’s specifications or clearly personalised;
- other goods or circumstances expressly excluded by applicable consumer law.
An exception is applied only where its legal conditions are satisfied. This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract.
6. Refunds following withdrawal
For an eligible withdrawal, we will refund the payments received from you, including the cost of the least expensive standard delivery option offered for the original order. Additional costs resulting from a more expensive delivery option selected by you are not refundable.
The refund will be made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. Refunds are made using the original payment method unless another method is expressly agreed and does not create additional charges for you.
7. Faulty, damaged or incorrect goods
If your order arrives damaged, contains the wrong product or appears not to conform to the contract, contact sales1@phytocode.eu as soon as reasonably possible. Include the order number, a description of the issue and, where useful, photographs of the product and packaging.
We will review the case and provide instructions. Where the claim is valid, Phytocode EOOD will bear the reasonable return cost and provide the remedy required by applicable law. Your statutory rights regarding non-conforming goods remain unaffected.
8. Cancelling an order before dispatch
If you wish to cancel an order before it is dispatched, contact us immediately. We will try to stop fulfilment, but cancellation cannot be guaranteed once preparation or dispatch has begun. If the order has already been dispatched, the withdrawal and return procedure above applies.
9. Exchanges
We do not guarantee direct product exchanges. Where appropriate, we may ask you to return an eligible product and place a new order. Faulty or incorrectly supplied goods will be handled in accordance with your statutory rights.
10. Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract:
To: Phytocode EOOD, 154 Vasil Aprilov St., Plovdiv 4003, Bulgaria; email: sales1@phytocode.eu
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods: ____________________.
Order number: ____________________
Date ordered: ____________________
Date received: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if submitted on paper: ____________________
Date: ____________________.
11. Questions
For questions about cancellations, withdrawals, refunds or damaged goods, contact sales1@phytocode.eu or telephone +359 888 206 291.