Правила за възстановяване на суми

Last updated: 29 September 2026

You have 30 days from delivery to return any Twyn Scents product for a refund, even if you have opened and sprayed it. This 30-Day Money-Back Guarantee is in addition to your statutory 14-day right of withdrawal under EU law. It does not affect your legal rights, including the 2-year legal guarantee of conformity.

1. 30-Day Money-Back Guarantee

1.1 If you are not happy with your fragrance for any reason, you can return it within 30 days from the day you (or someone you named) received your parcel.

1.2 You can return a product even if the seal has been opened and the fragrance has been sprayed. When it arrives back with us:

the bottle must not be broken or cracked;
the product packaging (box) must not be damaged;
the product must otherwise be in the condition we sent it, apart from normal use.

1.3 Bundle Boxes (3 × 50 ml + 3 × 20 ml) must be returned as a complete set, including all six bottles and the box.

1.4 You pay the cost of shipping the return to us.

1.5 We refund the price you paid for the returned products. If you return your order within 14 days of delivery, we also refund the original standard shipping cost (see section 3). For returns made between day 15 and day 30, the original shipping cost is not refunded.

2. How to return a product

Request your return online. Within 30 days of delivery, click "Returns & Cancellations" in our website footer and then "Start a return or cancellation". Sign in with the email you ordered with (we send you a 6-digit code, no password needed), open your order and click Return. You do not have to give a reason. You will receive an email confirming your request. If you prefer, you can instead email contact@twynscents.com with your order number and the products you want to return, or use the model withdrawal form at the end of this policy.
Get the return address. Once we approve your request, we email you the return address and instructions.
Send it back. Pack the products securely, as glass bottles are fragile. Send them within 14 days of telling us. We recommend a tracked service, and please keep your proof of postage.
Get your refund. Once we receive and check your return, we issue your refund within 2 business days, to the original payment method. Your bank usually takes a further 2 to 3 business days to show it in your account. We do not charge any fee for refunds.

We do not offer direct exchanges. To get a different fragrance, please return the product for a refund and place a new order.

Cancelling before dispatch. If your order has not been shipped yet, you can cancel it the same way: open your order in your account and click Cancel. If the cancellation is accepted before your order leaves our warehouse, we refund you in full, including shipping, and nothing is sent. Once your order has shipped, please use the return process above.

3. Your statutory right of withdrawal (EU)

The following information is provided as required by EU and Bulgarian consumer law.

Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If you ordered several goods that are delivered separately, the period expires 14 days after you receive the last one.

To exercise the right of withdrawal, you must inform us (Twyn Scents LTD, Trakia residential complex, Block 49, Entrance V, Floor 2, Apt. 7, Trakia district, 4023 Plovdiv, Bulgaria; email: contact@twynscents.com; phone: +359 894 339 090) of your decision by a clear statement. You can use the withdrawal function on our website (the "Returns & Cancellations" link in our footer), send us an email, or use the model withdrawal form below, but it is not obligatory. It is enough that you send your notice before the withdrawal period expires.

Effects of withdrawal. If you withdraw, we will reimburse all payments received from you, including the costs of delivery (except any extra costs if you chose a delivery method more expensive than the least expensive standard delivery we offer). We will do so without undue delay, and no later than 14 days from the day we are informed of your decision. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not be charged any fees for this reimbursement. We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.

You must send back the goods without undue delay, and no later than 14 days from the day you inform us of your withdrawal. You bear the direct cost of returning the goods. You are normally liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. However, under our Money-Back Guarantee, we do not deduct anything for opening or normal use of the fragrance.

Subscriptions. For subscriptions, the 14-day withdrawal period starts when you receive the first delivery. You can also cancel future deliveries at any time, as described in our Terms of Service.

4. Damaged, faulty or wrong items

4.1 If your product arrives damaged or faulty, or you received the wrong item, please email contact@twynscents.com within 7 days of delivery. Include your order number and clear photos of the product, the packaging and the shipping label.

4.2 We will send you the correct or a replacement product free of charge. You do not pay any additional shipping costs. If we ask you to send back a wrong or faulty item, we will cover that shipping cost too.

4.3 If a replacement is not available, we will refund you in full, including the shipping cost.

4.4 The 7-day window is our fast-track process: reporting quickly helps us resolve transport damage with the courier. It does not limit your legal guarantee of conformity. If a defect appears later, you still have the rights described in section 10 of our Terms of Service.

5. Returns we cannot accept

We cannot accept returns requested more than 30 days after delivery, or products returned with a broken bottle or damaged packaging caused after delivery. This does not affect your legal guarantee rights for defective products.

6. Contact

For any question about returns or refunds, email contact@twynscents.com or call +359 894 339 090.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Twyn Scents LTD, Trakia residential complex, Block 49, Entrance V, Floor 2, Apt. 7, Trakia district, 4023 Plovdiv, Bulgaria, contact@twynscents.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):