Returns and returns policy

Last update: 21.06.2025.

This Policy regulates the terms, conditions and procedures for return of defective products, online order cancellation и return of goods, purchased from the online store www.evasbff.com, owned by Eva Art 21 Ltd., UIC 204275632.

I. Order cancellation (within 14 days)

In accordance with Consumer Protection Act (Art. 50-56 of the Consumer Protection Act), you have the right to cancel your online purchase within 14 days from the date of receipt of the product, without giving a reason.

Conditions:

  • The goods must be unused, unopened, in original packaging, without compromised commercial integrity.
  • The customer must before the return notify the trader in writing to email: muse@evasbff.com.
  • The customer must within 7 days after written notification to send back the goods.

Costs:

  • All return costs (courier fees) are borne by the customer.
  • No refunds will be made for initial delivery if charged.

Recovery:

  • Subject to conditions, the refund is made up to 14 days the method of payment (card, bank transfer or postal order).
  • Shipments sent cash on delivery.

II. Claims (in case of damaged/defective product or wrong delivery)

If you get a product that is:

  • defective,
  • with a damaged or missing part,
  • does not fit the description,
  • is different from the ordered item,

you are entitled to claim within 14 days from receipt of the shipment.

How to make a complaint:

  1. Send email to muse@evasbff.com, by specifying:
    • Order number
    • Three names
    • Description of the problem
    • Pictures of the product and/or packaging
  2. After review by the trader, you will receive a reply within up to 14 days.

Possible solutions:

  • Free replacement with a new product;
  • Partial or full refund;
  • Providing a voucher or discount for a future purchase.

III. Exceptions

Not returnable or refundable:

  • Products with defective packaging which by their nature cannot be returned due to hygiene reasons (e.g. make-up brushes with a broken seal);
  • Products that have been clearly used;
  • Products with open individual use, where indicated on the site.

IV. Method of return of goods

The products are shipped back to us with the customer's chosen freight forwarding company, e.g. EKONT or SPIDI, cash on delivery, to the following recipient:

Eva Art 21 Ltd.
📍 Bulgaria, gr. Smolyan, ul. Smolyan, Bulgaria, 15B
📞 Courier phone: information on our partner SPIDI website
📧 muse@evasbff.com

V. Contact in case of assistance

If you need help with a claim, cancellation or return, please contact us:

📧 Email: muse@evasbff.com
📍 Headquarters: gr. Smolyan, Bulgaria
🕒 Working hours: Monday - Friday, 9:00 - 18:00.