At Giftpacks.eu, we want you to receive your gift packaging in excellent condition and be satisfied with your purchase. If there is a problem with your order or you wish to return a product, we will be happy to help you find a solution.
Right of Withdrawal and 14-Day Returns
If you are an individual purchasing as a consumer, you have the right to withdraw from your online purchase within 14 days of receiving the goods, without giving any reason, except where legal exceptions apply.
To exercise this right, please notify us before the 14-day period expires by emailing sales@giftpacks.eu, stating your order number and the products you wish to return.
Once you have notified us, you must send the goods back within 14 days.
You may inspect and examine the products as you would in a physical store. If handling or use beyond what is necessary to establish their nature, characteristics and functioning has reduced their value, you may be responsible for that reduction.
Return Costs and Refunds
When exercising your statutory right of withdrawal, the direct cost of returning the products is your responsibility.
If you withdraw from the entire order, we will refund the amount paid for the products, including the original standard delivery costs, as required by law. Additional charges resulting from your express choice of a more expensive delivery method are non-refundable.
Refunds are processed without undue delay and no later than 14 days after we receive your withdrawal notification. We may withhold the refund until we receive the returned products or proof that they have been sent back.
Our preferred refund method is bank transfer to a bank account (IBAN) provided by the customer. If the original payment was made using another method, a bank transfer will be used only with the customer's express agreement and at no additional cost.
For valid complaints concerning non-conforming goods, shipping costs will be covered in accordance with applicable law.
Damaged, Defective or Incorrect Products
If you receive a damaged, defective or incorrect product, please contact us at sales@giftpacks.eu.
To help us resolve the issue more quickly, we recommend providing your order number, a brief description of the problem and photographs of the product and its shipping packaging.
We will review your complaint and offer an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include replacement, bringing the goods into conformity, a price reduction or a refund.
For valid consumer complaints, the costs of bringing the goods into conformity will be covered by us.
Personalised and Branded Packaging
The statutory 14-day right of withdrawal may not apply to products made to the customer's specifications or clearly personalised.
Examples include specially manufactured packaging with custom dimensions or personalised designs.
This exception does not affect your statutory rights if the products are defective or do not conform to the order.
Returns of Business Orders
The statutory 14-day consumer right of withdrawal does not apply to purchases made by legal entities for business or professional purposes.
If you have placed a business order and wish to return or exchange products, please contact us. We will review your request based on the specific order and any previously agreed terms.
Rights relating to defective or non-conforming goods are governed by applicable law and the contractual relationship between the parties.
How to Request a Return or Submit a Complaint
Please email us with your order number, the products concerned and a description of the issue if you are submitting a complaint.
Email: sales@giftpacks.eu
Phone: +359 877 919 171
Business Hours: Monday–Friday, 8:00 AM–5:00 PM
Contact Address: 73 Cherni Vrah Boulevard, Sofia, Bulgaria
Before sending any products back, please contact us to confirm the correct return address and delivery arrangements.
These terms do not limit or exclude any statutory consumer rights.
