Kolev Visuals

Refund & Withdrawal Policy

This page explains your rights when you buy from this store — both the standard EU withdrawal right and how it applies (or doesn’t) to made-to-order goods, and the separate statutory guarantee that always protects you against defects.

Why the standard 14-day withdrawal right doesn’t apply here

Online shoppers in the EU normally have 14 days to cancel a purchase without giving a reason. Bulgarian law (Art. 57(3), Consumer Protection Act) excludes this right for goods made to the consumer’s specifications or clearly personalized. Every product sold here is made this way: prints are produced at the size you chose, and painting-by-numbers kits are manufactured by our production partner using the custom drawing supplied specifically for your order. Because of this, once you’ve confirmed your understanding at checkout and completed payment, you cannot cancel simply because you changed your mind.

Cancelling before production starts

As a courtesy — not a legal obligation — if you contact us at ivaylo_kolev.shop@abv.bg soon after placing your order and production hasn’t started yet, we’ll try to cancel it and refund you in full. This isn’t guaranteed once production has begun, and doesn’t affect the legal position described above.

Your statutory guarantee (always applies)

Regardless of the above, you’re entitled to a 2-year statutory guarantee (Art. 112–115, Consumer Protection Act) if what you receive is defective, damaged in transit, or doesn’t match your order. To make a claim:

  1. Email ivaylo_kolev.shop@abv.bg within a reasonable time of noticing the problem (we recommend within 7 days of delivery), with your order number, a description of the issue, and photos.
  2. We’ll offer a repair or replacement first; if neither is possible or proportionate, you’re entitled to a price reduction or a full refund.
  3. If a claim is confirmed, we cover the cost of returning the item.

How refunds are paid

Confirmed refunds are issued to the original Stripe payment method used for the order, normally within 14 days of the claim being confirmed.

Contact

Questions about a specific order? Email ivaylo_kolev.shop@abv.bg or call 0886 506 059.