Last updated: 04.10.2025
1. Overview
At Best Express Shopping Ltd., we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work when you buy from us.
2. Right of withdrawal (14-day return window)
If you are a consumer within the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
To exercise this right, contact us at [email protected] within the 14-day period, clearly stating your order number and your intention to withdraw. You must then return the goods to us within 14 days of notifying us.
3. Conditions for returns
To be eligible for a return, items must generally be:
- Unused, unworn, and in the same condition that you received them
- In the original packaging, with all tags, labels, and accessories included
- Accompanied by proof of purchase (order confirmation or receipt)
4. Exceptions
The right of withdrawal does not normally apply to:
- Perishable goods (for example, live plants or flowers) that have deteriorated or been consumed
- Goods made to your specification or clearly personalised
- Sealed goods that are not suitable for return for health or hygiene reasons, once unsealed after delivery
- Digital content, once download or streaming has begun with your consent
(Adjust this list to reflect the specific product categories you sell.)
5. How to start a return
- Email us at [email protected] with your order number and the item(s) you’d like to return.
- We’ll confirm your return and provide instructions on where to send the item.
- Pack the item securely, including proof of purchase, and send it to the address we provide.
- Once we receive and inspect the item, we’ll notify you of the approval or rejection of your refund.
6. Return shipping costs
Unless the item is faulty, not as described, or the return is due to our error, you will generally be responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item.
7. Refunds
- Once your return is received and inspected, we will notify you by email whether your refund has been approved.
- If approved, your refund will be processed to your original method of payment within a reasonable time, typically within 14 days.
- Original delivery charges are refunded only where required by law (for example, when the return is due to our error or a faulty item), or where you return the entire order.
8. Faulty or damaged items
If you receive an item that is faulty, damaged, or incorrect, please contact us at [email protected] as soon as possible, ideally with photos of the issue. We will arrange a replacement, repair, or full refund, including any reasonable return shipping costs, in accordance with applicable consumer protection law.
9. Exchanges
If you’d like to exchange an item for a different size, colour, or product, please contact us at [email protected]. The fastest way to ensure you get what you want is to return the original item and place a new order.
10. Late or missing refunds
If you haven’t received a refund within the expected timeframe, please first check your bank or payment provider, as processing times can vary. If you still have concerns after that, contact us at [email protected].
11. Contact us
For any questions about returns or refunds, please contact:
Best Express Shopping Ltd.
BULGARIA, Sofia (1766), Mladost 4 district, Business Park, building 4, floor 6
Company number (EIK): 208847145
Email: [email protected]