At PHIBBA, we want you to feel confident when ordering from us.

In addition to your statutory consumer rights, MarmaMATER EOOD offers customers a 30-day money-back guarantee for eligible products purchased through https://phibba.com.

This Returns Policy explains how returns, refunds, damaged products and product complaints are handled.

Seller: MarmaMATER EOOD
Brand: PHIBBA
UIC/VAT No.: 208623649
Registered office and management address: 1 Ravnogor Str., Sofia, Bulgaria
Website: https://phibba.com
Email: hi@phibba.com
Telephone: +359 88 70 70 170

1. 30-DAY MONEY-BACK GUARANTEE

PHIBBA offers a 30-day money-back guarantee, starting from the date on which you receive your order.

If you change your mind about an eligible product purchased from https://phibba.com, you may request a return within 30 days of receiving it, subject to the conditions described in this Policy.

The PHIBBA 30-day money-back guarantee is a voluntary commercial policy offered by MarmaMATER EOOD.

It applies in addition to, and does not limit, replace or reduce any mandatory rights you may have under Bulgarian or European Union consumer protection legislation.

2. STATUTORY RIGHT OF WITHDRAWAL

Consumers purchasing products online may also have a statutory right to withdraw from the distance contract within the period prescribed by applicable law.

Under Bulgarian and European Union consumer protection rules, this statutory period is generally 14 days from the date on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods, subject to the applicable statutory exceptions.

The PHIBBA 30-day money-back guarantee provides an additional period beyond this statutory minimum for eligible returns under the conditions of this Policy.

Nothing in this Policy shall restrict any mandatory statutory right available to you.

3. RETURN CONDITIONS

To qualify for a return under the PHIBBA 30-day money-back guarantee, the product must meet the applicable return conditions described below.

Unless otherwise stated in this Policy, returned products should be:

• returned within 30 days of receipt;
• in their original packaging where reasonably possible;
• accompanied by all parts, accessories and materials originally supplied with the product;
• returned with any relevant order information necessary for us to identify the purchase;
• properly packaged for transportation to prevent damage during return shipping.

Where the product has not been opened or used, please return it in substantially the same commercial condition in which you received it.

The absence of the original outer shipping packaging alone will not automatically invalidate a statutory consumer right where applicable.

4. COSMETIC PRODUCTS AND HYGIENE

PHIBBA products are cosmetic and personal-care products.

Because of their nature, certain products may be subject to legal restrictions on returns after being unsealed or opened, particularly where they are not suitable for return for health protection or hygiene reasons.

Where a product was supplied with a hygiene seal, protective seal or comparable protective packaging and that seal has been removed after delivery, the statutory right of withdrawal may not apply where the conditions of the applicable legal exception are satisfied.

For the PHIBBA 30-day money-back guarantee, opened or used products will be assessed in accordance with the specific conditions of the guarantee and the nature of the product.

For hygiene and safety reasons, PHIBBA reserves the right to refuse a voluntary money-back guarantee claim where:

• the product has been substantially used;
• the product has been contaminated, altered or damaged after delivery;
• the contents have been replaced, diluted or otherwise modified;
• the product has been handled in a manner that makes it unsafe or unsuitable for further inspection;
• there is evidence of abuse or fraudulent use of the money-back guarantee.

This does not affect any statutory rights you may have in relation to a defective, damaged or non-conforming product.

5. HOW TO REQUEST A RETURN

To request a return, please contact PHIBBA within the applicable return period.

You can contact us at:

Email: hi@phibba.com
Telephone: +359 88 70 70 170

Please provide sufficient information for us to identify and process your request, such as:

• your name;
• order number;
• email address used for the purchase;
• product or products you wish to return;
• date on which you received the order.

Where available, you may also use the electronic returns form provided on https://phibba.com.

You do not need to provide a reason when exercising a statutory right of withdrawal.

Where you are using the PHIBBA 30-day money-back guarantee outside the statutory withdrawal period, we may ask for reasonable information necessary to administer the commercial guarantee.

6. RETURN SHIPPING

Unless otherwise required by law or expressly stated by PHIBBA, the direct cost of returning a product because you have changed your mind is borne by the customer.

You may select a suitable courier or transportation provider for the return.

Returned products must be sent to the return address communicated to you by PHIBBA as part of the return procedure.

Please do not send a return to a different address, parcel locker, courier office or pick-up location unless PHIBBA has specifically instructed you to do so.

We recommend using a trackable delivery method and retaining proof that the return has been sent.

PHIBBA is not responsible for a returned shipment until it has been delivered to the designated return location, except where applicable law provides otherwise.

7. DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is:

• defective;
• damaged before or during delivery;
• different from the product ordered;
• missing from your order;
• otherwise not in conformity with the contract,

please contact us as soon as reasonably possible.

Where the problem falls within PHIBBA’s responsibility or your applicable statutory rights, we will handle the claim in accordance with applicable consumer protection legislation.

Depending on the circumstances and applicable law, available remedies may include:

• replacement;
• delivery of the correct product;
• price reduction;
• refund;
• another remedy provided by law.

The PHIBBA 30-day money-back guarantee does not replace your statutory rights concerning defective or non-conforming goods.

8. PRODUCTS DAMAGED DURING DELIVERY

We carefully package PHIBBA products before dispatch.

If your parcel arrives with visibly damaged outer packaging, leakage, breakage or another clear sign of transportation damage, we recommend inspecting the shipment where possible before accepting it.

Where the courier’s procedure allows it, please ask the courier to record the visible damage.

You may also photograph:

• the external packaging;
• the shipping label;
• the damaged product;
• any visible leakage, breakage or other damage.

Please contact PHIBBA as soon as possible at hi@phibba.com so that we can assist you.

Where legally appropriate, we may request photographs, courier documentation or other reasonable evidence to establish what happened to the shipment.

Failure to notice damage immediately upon delivery does not automatically remove any statutory rights you may have under applicable law.

9. RETURN SHIPPING FOR DEFECTIVE, DAMAGED OR INCORRECT GOODS

Where a return is necessary because PHIBBA delivered an incorrect product, or because the goods are defective or non-conforming in circumstances for which the Seller is legally responsible, return costs will be handled in accordance with applicable consumer protection law.

Where appropriate, PHIBBA may provide:

• a prepaid return method;
• instructions for returning the product at our expense;
• another suitable solution.

Please contact us before arranging the return, so that we can provide the correct procedure.

10. INSPECTION OF RETURNED PRODUCTS

Once a returned shipment is received, PHIBBA may inspect the product in order to verify:

• the identity of the returned product;
• its condition;
• whether all relevant components have been returned;
• whether the return qualifies under the 30-day money-back guarantee;
• whether a claimed defect or damage is present.

Where there is a material discrepancy between the condition described by the customer and the product received by PHIBBA, we may contact the customer for clarification.

An inspection under this section does not affect or reduce statutory consumer rights.

11. REFUNDS

Where a return is approved, PHIBBA will process the applicable refund as soon as reasonably possible and within any mandatory deadline prescribed by law.

Where the return is made under the statutory right of withdrawal, refunds will be handled in accordance with the applicable statutory rules.

Where a return is made under the PHIBBA 30-day money-back guarantee, the refund will normally cover the purchase price of the eligible returned product.

Unless otherwise required by applicable law or expressly provided by the conditions of a PHIBBA promotion or guarantee, additional return-shipping costs may not be refundable.

Refunds will normally be issued using the original payment method where reasonably and technically possible.

The time required for the refunded amount to appear in your account may depend on your bank, payment provider or card issuer.

12. ORIGINAL DELIVERY COSTS

Where you exercise your statutory right of withdrawal, treatment of the original delivery costs will follow the requirements of applicable consumer protection legislation.

Where only part of an order is returned, or where a return is made solely under PHIBBA’s voluntary 30-day money-back guarantee after the statutory withdrawal period has expired, the original delivery costs may not be refundable unless otherwise stated by PHIBBA or required by law.

Any additional delivery costs resulting from the customer selecting a more expensive delivery method than PHIBBA’s standard delivery option may be treated in accordance with applicable legislation.

13. PERSONALISED PRODUCTS

The statutory right of withdrawal may not apply to goods made to the Consumer’s specifications or clearly personalised, as provided by applicable law.

This may include, for example, a product or packaging produced specifically for an individual customer based on personal instructions or customised design requirements.

Where PHIBBA offers personalised products, any specific return restrictions will be communicated before purchase where required.

This exception does not remove statutory rights relating to defects or lack of conformity.

14. PRODUCTS THAT CANNOT BE RETURNED UNDER THE VOLUNTARY GUARANTEE

Without prejudice to mandatory statutory rights, the PHIBBA 30-day money-back guarantee may not apply where:

• the 30-day period has expired;
• the returned item is not a product purchased from https://phibba.com;
• the product has been intentionally damaged;
• the product has been altered or tampered with;
• most or all of the product has been consumed or used;
• the product has been contaminated after delivery;
• the return request is fraudulent or constitutes an abuse of the guarantee;
• the product was personalised specifically for the customer;
• another clearly disclosed exclusion applicable to the commercial guarantee applies.

We will not use these voluntary guarantee conditions to restrict mandatory rights granted to Consumers by law.

15. PROOF OF PURCHASE

To process a return efficiently, we may ask you to provide your:

• order number;
• confirmation email;
• invoice;
• receipt;
• or another reasonable means of identifying the purchase.

Where we can independently verify the purchase through our systems, failure to provide a paper receipt will not necessarily prevent us from processing the return.

16. PARTIAL RETURNS

If your order contains several products, you may request to return only some of them, provided the individual products meet the applicable return conditions.

The refund will correspond to the products accepted for return.

Any effect on delivery costs will depend on whether the return is made under the statutory withdrawal right or PHIBBA’s voluntary money-back guarantee and on applicable law.

17. EXCHANGES

Where operationally available, PHIBBA may agree to replace an eligible returned product with another product.

An exchange is subject to product availability.

Where a replacement product has a different price, additional payment or a partial refund may be required.

Unless an exchange is required as a statutory remedy for non-conforming goods, PHIBBA may choose to process the return as a refund and ask the customer to place a new order.

18. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at hi@phibba.com.

Where the order has not yet entered the fulfilment or dispatch process, we will make reasonable efforts to cancel it.

If the order has already been dispatched, you may need to follow the applicable return procedure after receiving the shipment.

19. ABUSE OF THE MONEY-BACK GUARANTEE

The PHIBBA 30-day money-back guarantee is designed to give customers additional confidence when trying our products.

We reserve the right to reject claims under the voluntary commercial guarantee where there is reasonable evidence of:

• repeated fraudulent claims;
• deliberate damage;
• product substitution;
• manipulation of packaging or contents;
• excessive or systematic use of the return policy inconsistent with its purpose;
• other clear abuse of the guarantee.

Any decision relating to abuse of the voluntary guarantee will not affect statutory rights that cannot legally be restricted.

20. RELATIONSHIP WITH STATUTORY CONSUMER RIGHTS

The PHIBBA 30-day money-back guarantee is an additional commercial benefit.

It does not replace or limit:

• the statutory right of withdrawal applicable to qualifying distance contracts;
• statutory remedies for defective or non-conforming goods;
• legal guarantees of conformity;
• any other mandatory rights granted under Bulgarian or European Union consumer protection legislation.

Where this Policy conflicts with a mandatory provision of applicable consumer law, the mandatory legal provision shall prevail.

21. CHANGES TO THIS RETURNS POLICY

PHIBBA may update this Returns Policy from time to time.

The version applicable to a purchase will generally be the version published on https://phibba.com when the relevant order was placed, subject to mandatory legal requirements.

Changes to this Policy will not retroactively reduce mandatory statutory rights relating to orders already concluded.

22. CONTACT US

For return requests, refunds, damaged shipments, product complaints or questions concerning this Policy, please contact:

MarmaMATER EOOD
PHIBBA

UIC/VAT No.: 208623649
Registered office and management address: 1 Ravnogor Str., Sofia, Bulgaria

Website: https://phibba.com
Email: hi@phibba.com
Telephone: +359 88 70 70 170