Right of Withdrawal and Returns

If something is wrong with your order, or you have simply changed your mind, you have the right to return it. Below is how — and within what time limit.

Right of withdrawal — 14 calendar days

As a consumer, you have the right to withdraw from the contract without giving a reason and without owing any compensation or penalty, within 14 calendar days of the day on which you received the goods (Art. 50 of the Consumer Protection Act).

It is enough to send us an unambiguous statement — by email or to our correspondence address. You do not have to use a particular form, but you may use the standard withdrawal form.

What happens next

1. You return the goods within 14 days of the day on which you notified us of the withdrawal.
2. We refund you all amounts received, including the cost of standard delivery, within 14 days of the day on which we were notified of the withdrawal (Art. 54(1) of the Consumer Protection Act). If you chose a delivery method more expensive than the cheapest standard one, we refund the cost of the standard delivery.
3. We may withhold the refund until we receive the goods or until you provide proof that you have sent them back (Art. 54(3) of the Consumer Protection Act).
4. The direct costs of returning the goods are borne by you (Art. 55(3) of the Consumer Protection Act).

You are liable only for any diminished value of the goods if you have used them in a way other than what is necessary to establish their nature and characteristics.

The refund is made in the same way you paid, unless you have expressly agreed otherwise. For cash on delivery payments, the amount is refunded to a bank account you specify.

When withdrawal does not apply

The right of withdrawal does not apply to sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons, nor to goods made to your specifications (Art. 57 of the Consumer Protection Act). Seeds in unopened original packaging can be returned.

Complaints about non-conformity

Regardless of the right of withdrawal, we are liable for any lack of conformity of the goods with the contract that becomes apparent within two years of delivery. This includes:

• a different variety from the one ordered was delivered;
• the quantity or pack size does not match what was advertised;
• the batch does not meet the stated germination rate;
• the packaging is damaged or the parcel is incomplete.

In the event of non-conformity you are entitled to have the goods brought into conformity (replacement or repair), and if this is impossible or disproportionate, to a reduction in price or to termination of the contract.

How to make a complaint

Write to us at our correspondence address or by email and state: the subject of the complaint, your preferred remedy, the amount claimed and a contact address. Attach the receipt or invoice and, if possible, photos.

Inspect the parcel when you receive it — every parcel is sent with an "inspection" option. If there is visible transport damage, ask the courier for a damage report; this way the complaint is resolved fastest.

Replacement

If we have sent a different variety from the one ordered, we replace the goods within 48 hours of receiving the returned item, and the costs of the replacement are at our expense.

If we cannot reach an agreement

You can contact the Consumer Protection Commission (kzp.bg, tel. 0700 111 22) or the European online dispute resolution platform (ec.europa.eu/consumers/odr).