Refund policy
Return and Refund Policy (B2C – EU & UK Customers)
This return and refund information is valid for customers in the European Union (EU) and the United Kingdom (UK).
Company Information
Registered Address: Country: Bulgaria
Region: Varna, Municipality: Varna
Locality: City of Varna, P.O. Box 9002
District: Asparuhovo
Residential Complex: Southern Industrial Zone No. 67
📧 Email: info@kandes.eu
All return requests are processed in compliance with GDPR. Personal data shared for returns and refunds will only be used for processing your request and will not be stored beyond legal requirements.
Right to Return
You have the right to return products within 14 days of receiving your order, without providing a reason.
- The 14-day return period starts on the day you, or a designated third party, take physical possession of the goods.
- For orders with multiple shipments, the return period starts from the day the last item is received.
📌 Important for UK Customers:
The right to return applies, but import VAT, duties, and customs fees paid at entry into the UK are non-refundable.
How to Return
To exercise your right to return, please notify us via:
📧 Email: info@kandes.eu
📨 Contact Form: Available on www.kandes.eu
Please provide:
- Order number
- Details of the products you wish to return
- Reason for return (optional, but recommended for processing improvements)
📌 Returns must be shipped within 14 days of notifying us.
Condition of Returned Products
Returned products must be:
- Unused and in resellable condition
- In original packaging with all parts and accessories
📌 If the product has been handled beyond what is necessary to assess its nature and functionality, a deduction may be applied to the refund amount.
Return Shipping Costs
- Customer’s Responsibility: If returning due to a change of mind or incorrect order (customer error).
- Company’s Responsibility: If returning due to a defect, damage, or incorrect product.
📌 Important for UK Customers:
- The customer bears all costs related to UK customs re-import fees when returning products.
- Return shipping must be arranged by the customer.
🚛 Packaging Recommendation:
- Palletized shipping is recommended to avoid damage.
- Ensure products are securely packed to prevent damage during transport.
Refund Process
- Refunds will be processed within 14 business days after we receive and inspect the returned products.
- Refunds will be issued using the same payment method as the original transaction, unless otherwise agreed.
- If the entire order is returned, we will refund the original shipping costs (standard rate). However, express or premium shipping options are non-refundable.
📌 Currency and Exchange Rate Notice:
All refunds are processed in EUR (€). If the original transaction was made using a different currency, the refunded amount may be subject to exchange rate fluctuations determined by the payment provider. The Company is not responsible for currency conversion discrepancies.
📌 Refunds may be withheld until we receive the returned products or you provide proof of shipment.
Damaged or Defective Products
If you receive a damaged product due to shipping, notify us within 7 days of delivery, providing:
- Photos of the damage
- A detailed description of the issue
If a product defect is discovered:
- You have up to 2 years from the delivery date to request a repair, replacement, or refund (subject to normal use and care).
- If the defect appears within the first 6 months, it is presumed to have existed at delivery unless proven otherwise.
Customized Products
Customized products are non-returnable and non-refundable, except in cases of:
- Manufacturing defects
- Errors made by the Company
Customized products include:
- Bespoke dimensions
- Custom designs & finishes
- Personalized features & branding
- Custom LED lighting beyond standard selection
Replacement of Damaged or Incorrect Goods
- If you receive an incorrect or damaged product, we will arrange a replacement at no additional cost.
- In such cases, we will cover all return and reshipment costs.
Return and Refund Policy (B2B – EU & UK Customers)
Company Information
Country: Bulgaria
Region: Varna, Municipality: Varna
Locality: City of Varna, P.O. Box 9002
📧 Email: info@kandes.eu
All return requests are processed in compliance with GDPR. Personal information will only be used for return and refund processing and will not be stored beyond legal requirements.
Return Conditions
Returns are accepted under the following conditions:
- Visible Defects: Must be reported within 5 business days of delivery, with photos and a description.
- Hidden Manufacturing Defects: Must be reported within 12 months of delivery.
- Incorrect Products: Must be reported within 5 business days.
- Non-returnable: Customized products cannot be returned unless defective.
📌 Customized products include:
- Bespoke dimensions
- Custom branding
- Special LED configurations
Return Procedure
📌 To return a product:
- Contact Customer Service to obtain a return authorization.
- Provide Required Information:
- Order number
- Product description
- Photos (if applicable)
- Ensure Secure Packaging:
- Original packaging required unless the item is defective.
- Follow Shipping Instructions provided by the Company.
Return Shipping Costs
-
Defective or Incorrect Products:
- The Company will arrange and cover return shipping.
-
Other Returns (e.g., incorrect order by Purchaser):
- The Purchaser bears all shipping costs and must use a secure carrier.
Refund and Replacement
- Verification: The Company will inspect returned products.
- Refunds: Processed within 14 business days if eligible.
- Replacement: Arranged depending on stock and production schedules.
📌 Currency and Exchange Rate Notice:
Refunds will be issued in EUR (€) based on the original transaction value. If the Purchaser paid in a different currency, the refund amount may vary due to exchange rate differences. The Company is not responsible for conversion discrepancies.
Complaints
- Visible Defects: Must be reported within 5 business days.
- Hidden Defects: Must be reported within 2 years of delivery.
- Resolution: The Company will respond within 10 business days.
📌 All products are covered by a 2-year manufacturing defect warranty.