Refund policy

Last updated: 3 September 2026

This Return and Refund Policy applies to purchases made from the Vanesa Ateliers online store. Nothing in this Policy limits any mandatory consumer rights available under Bulgarian or European Union law.

1. Return and cancellation requests

To request a return or cancellation, please use our online return and cancellation function through your customer account:

Request a return or cancellation

If you use this online function, we will send you an acknowledgement of receipt of your withdrawal request by email, including the content of your request and the date and time of its submission, without undue delay.

If you are a consumer residing in the European Union or European Economic Area, you have the right to withdraw from your online purchase without giving a reason within 14 days from the date on which you, or a person nominated by you other than the carrier, receives the product.

If a single order contains several products delivered separately, the withdrawal period begins on the date on which the last product is received.

Sale and discounted products are also covered by the statutory right of withdrawal unless a specific legal exception applies.

2. How to exercise your right of withdrawal

The easiest way to exercise your right of withdrawal is to submit a return or cancellation request through your customer account using the link above.

You may also exercise your right of withdrawal by sending us a clear statement by email before the 14-day withdrawal period expires:

Email: vanesa@vanesaateliers.com

Your statement must clearly indicate that you wish to withdraw from the purchase.

You may use the model withdrawal form provided at the end of this Policy, but its use is not mandatory.

Please include your name, order number, contact details and the product or products you wish to return.

3. Returning the product

After notifying us of your withdrawal, you must send the product back without undue delay and no later than 14 days from the date on which you informed us of your decision.

Returns must be sent to:

Vanesa Ateliers
Return address: Sofia, Geo Milev str. Hemus 60

Unless the product is defective, damaged upon delivery or incorrectly supplied, the customer is responsible for the direct cost of returning it.

Please use a reliable, trackable delivery service and retain the shipping receipt until the return has been completed. Vanesa Ateliers is not responsible for returned products that are lost or damaged in transit due to inadequate packaging or the customer’s chosen carrier.

Please do not send returns by cash on delivery. Refunds are processed separately through the original payment method.

4. Condition of returned products

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, appearance and proper functioning, in the same manner as you would normally be permitted to inspect it in a physical shop.

You must not wear, carry or otherwise use the product beyond what is reasonably necessary for such inspection.

Products should be returned:

  • In the condition in which they were originally received;

  • Clean, unused and unworn;

  • Without stains, marks, odours, scratches, tears, deformation, signs of wear, alterations or other customer-caused damage;

  • With all original tags, labels, seals, accessories, dust bags, documentation and other components supplied with them;

  • With all protective films, protective covers and protective packaging intact, where their removal was not reasonably necessary to inspect the product;

  • In their original protective and commercial packaging, where reasonably possible;

  • Without evidence that tags, seals, protective films or packaging have been removed and subsequently reapplied.

The product must also be packed securely for the return journey.

The absence or opening of the original packaging does not, by itself, remove your statutory right of withdrawal. However, missing, damaged or unnecessarily removed packaging, tags, seals, protective films, accessories or components may be considered when determining whether the product has suffered an actual loss in value.

5. Customer-caused damage and diminished value

You are responsible for any diminished value of the product resulting from handling, use or damage beyond what is reasonably necessary to inspect its nature, characteristics and functioning.

After receiving the return, we will inspect and document the condition of the product.

Where the product has been worn, carried, stained, scratched, torn, deformed, altered, damaged or otherwise handled beyond what is reasonably necessary, the refund for the product may be reduced in proportion to the actual resulting loss in value.

The assessment may take into account, where objectively justified:

  • Reasonable cleaning or restoration costs;

  • Reasonable repair costs;

  • Missing accessories, tags, dust bags, documentation or components;

  • Damage to protective or commercial packaging where this has reduced the product’s value;

  • The difference between the original value of the product and its actual value in the returned condition;

  • The fact that the product can no longer reasonably be sold as new and must instead be sold as used, repaired or damaged;

  • The remaining resale, salvage or economic value of the product.

Any deduction from the refund will be limited to the objectively established diminished value of the product resulting from handling, use or damage beyond what was reasonably necessary for inspection, and will be assessed in accordance with applicable law.

Any reduction will not be imposed automatically or as a penalty. It will be based on the documented condition of the returned product and an objectively justified assessment of the actual loss in value. Where a deduction is applied, we will provide the customer with an explanation of the assessment.

These provisions do not apply where the relevant damage, defect or non-conformity existed when the product was delivered to the customer.

6. Refunds

If you exercise your statutory right of withdrawal, we will refund the purchase price of the returned product(s). If you withdraw from the entire order, the refund will also include the original cost of the least expensive standard delivery from us to you. This does not include the cost of sending the product back to us.

You are responsible for arranging and paying for the return shipment. Any additional amount paid for express or another more expensive original delivery method will not be refunded.

We will issue the reimbursement without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the returned product or you have provided evidence that it has been sent back, whichever occurs first.

The reimbursement will be made using the same payment method used for the original transaction, unless expressly agreed otherwise, and you will not incur any fees as a result of the reimbursement.

7. Exchanges

We do not guarantee direct product exchanges because many Vanesa Ateliers pieces are unique or produced in limited quantities.

If you would like a different product, please contact us. Where a direct exchange is not possible, you may exercise your right of withdrawal and place a new order, subject to product availability.

8. Personalised and custom-made products

The statutory right of withdrawal does not apply to products that are made to the customer’s individual specifications or are clearly personalised, where the applicable legal requirements for this exception are met.

This may include, for example, a product made with personalised initials, individually requested dimensions, structural alterations or another material modification specifically requested by the customer that is not part of the product’s standard design.

Before placing such an order, the customer will be clearly informed that the product is being made to their individual specifications and that the statutory right of withdrawal will not apply.

Handmade products, limited-edition products and products manufactured after an order is placed according to an existing standard Vanesa Ateliers design are not automatically considered personalised products and remain subject to the statutory right of withdrawal.

This exception does not affect the customer’s legal rights where a personalised or custom-made product is defective, damaged upon delivery, incorrectly supplied or otherwise not in conformity with the order.

9. Inspection upon delivery, damaged parcels and defective products

Where the courier provides an “Open and Inspect” or “Open and Test” service, please inspect the parcel and product carefully in the presence of the courier before accepting the delivery.

If the parcel or product has visible damage, the product is visibly defective, the contents do not correspond to the order or you have received the wrong product, please:

  • Do not accept the delivery;

  • Ask the courier to prepare a damage or discrepancy report;

  • Take photographs of the parcel, packaging and product where possible;

  • Contact us immediately at vanesa@vanesaateliers.com and provide your order number and a description of the problem.

Where a visibly damaged or incorrect delivery is refused in the presence of the courier, the parcel will be returned to us. The customer will not be charged for the necessary return transportation.

If a defect or non-conformity could not reasonably have been detected during the courier inspection, please contact us as soon as possible after discovering it. Please provide your order number, a description of the problem and, where possible, clear photographs or video showing the product, its packaging and the relevant defect.

Failure to inspect the parcel in the presence of the courier or failure to refuse a visibly damaged delivery does not automatically remove the customer’s statutory rights. However, a courier damage or discrepancy report may be important evidence when establishing that damage occurred during transportation.

Please do not use, alter or attempt to repair a product after discovering a possible defect.

Claims concerning products that were defective, damaged or not in conformity at the time of delivery are handled separately from the statutory right of withdrawal. Where the claim is justified, the customer will not be charged the necessary return costs.

Damage caused by the customer after delivery through misuse, accidental damage, improper storage or care, unauthorised alteration, repair or failure to follow the supplied care instructions is not considered an original product defect.

10. Contact

For questions concerning withdrawals, returns, refunds, damaged products or complaints, please contact:

Vanesa Ateliers
Email: vanesa@vanesaateliers.com
Postal address: Geo Milev, Hemus 60

11. Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

To:
Vanesa Ateliers
Geo Milev, Hemus 60
Email: vanesa@vanesaateliers.com

I hereby give notice that I withdraw from my contract for the purchase of the following product(s):

Product(s): ______________________________

Order number: ___________________________

Ordered on: ______________________________

Received on: _____________________________

Customer’s name: _________________________

Customer’s address: ______________________

Customer’s signature, required only when this form is submitted on paper:

Date: ___________________________________