Refund policy

Last updated: 9 October 2026.

Right of withdrawal

If you are a consumer — an individual purchasing outside your trade or profession — you may withdraw from the online purchase without giving a reason within 14 days. The period starts when the goods are received by you or a person you have designated other than the carrier. Where several goods from one order are delivered separately, the period starts on receipt of the last item; for goods delivered in parts, it starts on receipt of the last part.

If the mandatory information about the right of withdrawal has not been provided, the period is extended under Article 51 of the Consumer Protection Act to one year and 14 days from the applicable starting point. If the information is provided during that year, the withdrawal period is 14 days from its receipt.

To exercise your right, send a clear statement to “ЛАТРАНД” ЕООД at sales@latrand.com or in writing to Tsaratsovo village, 9 Nikola Ginev Street. State your name, order or other purchase details, the goods for which you are withdrawing, and your contact details. You may use the model form below, but this is not mandatory. It is sufficient to send your statement before the deadline expires.

You can also request cancellation before dispatch on +359 889 249 014. This does not replace or shorten the 14-day right of withdrawal after receipt. Prior approval is not required to exercise a lawful right of withdrawal.

Online submission

Withdraw from the contract here — open your order in your customer account and use the available withdrawal or return function. You do not need to have created an account when purchasing: access is obtained using the email address on the order.

You can also use the Latrand returns form. It is an additional convenience and is not mandatory. Bank details are required only where a bank transfer applies to the particular refund; for another method, you can exercise your right of withdrawal by email without entering these details.

Sending the goods back

Send the goods without undue delay and no later than 14 days after notifying us of withdrawal. The deadline is met if you send them before it expires.

Return address: Еконт office, Tsaratsovo village, postcode 4204, for “ЛАТРАНД” ЕООД. Telephone for the shipment: +359 889 249 014. If you need to clarify shipment details, write to sales@latrand.com.

For a standard withdrawal, you bear the direct return costs if you were informed of this in advance and we have not agreed to cover those costs. If we have not provided this information, we bear the costs. In the event of non-conformity, a defect or incorrectly supplied goods, the complaint rules apply, including the seller covering the necessary costs of bringing the goods into conformity. Contact us to arrange the return in such a case.

Pack the goods securely and return the accessories you received with them. The original packaging is recommended for safe transport, but its absence alone does not cancel your right of withdrawal. You may inspect the goods as you would be able to in a shop. You are liable only for any diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Opening the packaging alone is not grounds for automatically refusing a return. You are not liable for diminished value if we have not provided you with the mandatory information about the right of withdrawal.

Provide the order number or another way for us to identify the purchase. A completed pro forma invoice, original receipt, photographs or warranty card are not individually mandatory conditions for exercising the right of withdrawal.

Refunds

If you withdraw from the entire purchase, we refund the payments received, including the cost of the least expensive standard delivery offered by the store. Additional costs for a more expensive delivery method chosen by you are not refunded. If you return only part of an order, the delivery refund is determined under the applicable rules and according to the cost attributable to the part you keep.

We issue refunds without undue delay and no later than 14 days after notification of withdrawal. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first, unless we have offered to collect them ourselves.

We use the same payment method unless you have expressly agreed to a different method at no cost to you. Card or PayPal payments are refunded to the same card or PayPal account. For bank transfers, the refund is made by bank transfer in euros. For cash on delivery, we may refund by bank transfer in euros after your express consent and provision of accurate bank details. A voucher or replacement instead of a refund is used only if you choose it voluntarily.

Statutory exceptions

The right of withdrawal does not apply to goods genuinely made to your individual specifications or clearly personalised, or in the other specific cases under Article 57 of the Consumer Protection Act. Standard goods supplied to order do not become individually made for that reason alone. Any applicable exception is indicated before the purchase of the goods concerned. An exception to withdrawal does not remove rights in the event of non-conformity or a defect.