Refund policy

Simona’s Peace (registered at [Business Address], Bulgaria, VAT [VAT Number]) hereinafter “we”, “us”, or “the Company”) operates this online store. This Returns & Refunds Policy applies to all purchases made through our website and is designed to comply with EU consumer protection regulations (Directive 2011/83/EU) while providing clear rules for international customers. In the event of any inconsistency, the provisions of this Returns & Refunds Policy shall prevail with respect to returns, refunds, and remedies.

1. Shipping of Orders

All orders are shipped within 4 business days from the date of confirmed payment.
Customers will receive a shipping confirmation with tracking information where available.
Delivery times may vary depending on destination and carrier; we are not liable for delays outside our control.

2. Right of Withdrawal – EU Customers

If you are a consumer located within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, without giving any reason.

If your order has been shipped but not yet delivered, the withdrawal period has not started.
For orders with multiple items shipped separately, the 14-day period begins on the day you receive the last item.
To exercise your right, notify us within the withdrawal period via email: simona_bon@yahoo.com or using the EU Model Withdrawal Form [LINK].
Returned goods sent without prior notification and approval may be refused and returned to the customer at their expense.
Returned goods must be shipped in their original condition, unused, with all packaging and tags intact.
Customers are responsible for the cost of returning goods, unless the goods are defective or non-conforming.
Refunds are issued using the same payment method used for the original purchase, within 14 calendar days after we receive and inspect the returned goods.

Exceptions: The right of withdrawal does not apply to:

Customized or personalized items (engraved, bespoke, or made-to-order jewellery)
Goods that are perishable or likely to deteriorate quickly
Sealed goods not suitable for return for hygiene reasons once unsealed

3. Returns – International (Non-EU) Customers

Customers located outside the European Union do not have an automatic statutory right of withdrawal. Returns may be accepted at our discretion under the following conditions:

Notification: If you wish to return a good you must inform us of your intention to return the goods within 7 calendar days of receiving them via email: simona_bon@yahoo.com..
Return Shipment: After notifying us, the returned goods must be shipped back within 7 calendar days.
Condition: Goods must be returned unused, in original packaging, with all tags intact.
Shipping Costs: Customers are responsible for all return shipping costs, customs, and duties, unless the goods are defective or damaged upon arrival.
Exceptions: Personalized or customized items cannot be returned unless defective.

Refunds for accepted returns are processed within 14 calendar days of receiving and inspecting returned items, using the same payment method as the original purchase.

4. Faulty or Non-Conforming Products

This section applies to all customers, regardless of location.

If a product is defective, damaged, or not as described, you must notify us within 14 calendar days of receiving the item. Any goods sent without prior notification and approval may be refused and returned to the customer at their expense.
Our failure to respond immediately to a return or refund request shall not be deemed acceptance of such request.
The defective product must be returned to us for inspection. Customers are responsible for return shipping costs.
After receiving and inspecting the returned product, we will provide one of the following remedies:
1. Repair of the item
2. Replacement with a new item of the same type and specification
3. Refund of the purchase price
Replacement items will be shipped to you free of charge.
Reasonable timeframes for handling defective items:
- 14 calendar days for the customer to return the defective item after notification
- 14 calendar days for us to process the repair, replacement, or refund after receiving the returned item
If the returned goods are not received within the specified timeframe or are not in their original condition, we may refuse the replacement or refund.

5. Order Acceptance and Availability

All orders are subject to acceptance by Simona’s Peace.
We reserve the right to decline or cancel any order at our discretion, including if a product is out of stock, discontinued, or unavailable for any reason.
If an order is declined, we will notify you as soon as possible and issue a full refund for any payment received.

6. Cross-References

For rules about order acceptance, cancellations, and refunds for unfulfilled orders, please see our Terms of Service – Section 3 (Orders).
For EU customers’ statutory withdrawal rights, see Section 2 of this Policy.
For intellectual property and restrictions on returning personalized or customized items, see our Legal Notice.