Refund policy

GENERAL OVERVIEW 

LATIVA offers a 14-day return policy, which means you have 14 days from the date of receiving the product to request a return.

By using our site and making a purchase, you agree to the terms of this policy.

We reserve the right to update or change the Return Policy at any time by posting updates on this page.

RETURN CONDITIONS
To accept the returned goods, they must meet the following conditions:

• The product must be in the same condition as you received it – unused, unassembled, and undamaged.
• We strongly recommend returning the product in its original packaging to ensure its safety during transport.
• Proof of purchase (invoice or order confirmation) is required.

To start the return procedure, contact us at office@lativa.bg.

RETURN PROCESS
After approval of the return request, you will receive detailed instructions on how and where to send the product.

• Customers are responsible for safely packaging products to avoid damage during transport.
• Products sent without prior return approval will not be accepted.
• For high-value products, we recommend using a trackable courier service or shipping insurance. LATIVA is not responsible for products returned without tracking or insurance.

DAMAGES AND DISCREPANCIES
Please check the product immediately upon receipt and contact us right away if:

• The product is damaged or defective.
• You have received the wrong product.

We will review the issue and offer an appropriate solution, including replacement or refund.

EXCEPTIONS / NON-RETURNABLE PRODUCTS
Certain products cannot be returned, including:

• Products manufactured according to individual specifications (color, size, finish).
• Personalized or custom-made products.
• Gift vouchers and digital products.
• Products that pose a safety risk (hazardous materials and flammable liquids).

If you have doubts about whether your product is eligible for return, please contact us in advance.

IMPORTANT INFORMATION ABOUT PRE-ORDERS
By placing a pre-order for products made especially for you, you agree that:

• These products are not subject to return or refund unless defective or damaged during delivery.
• Variations and minor imperfections are normal in handmade products and are not considered defects.

14-DAY CANCELLATION PERIOD IN THE EU
If the order is delivered within the European Union, you have the right to cancel the purchase within 14 days without giving a reason, except for customized or individually made products.

PRODUCT EXCHANGE
For product exchange:

• Request a return for the product you want to exchange.
• After return approval, place a new order for the desired product.

This approach ensures faster processing and guarantees the availability of the new product.

REFUND PROCESSING
After receiving and inspecting the returned product, you will be notified of the result:

• Approved amounts are refunded within 14 business days using the same payment method.
• If the returned product does not meet the conditions, the return may be refused, and the product will be returned to you at your expense.

IMPORTANT INFORMATION ABOUT REFUNDS

• Refund processing time may vary depending on your bank.
• If you do not receive a refund within 15 business days, check your bank account or contact your bank.
• If after these steps you still have not received the amount, contact us.

NON-COMPLIANCE WITH RETURN CONDITIONS
Products that do not meet the return conditions will be sent back to the customer or destroyed after notification. Additional shipping costs are covered by the customer.

SHIPPING COSTS FOR RETURNS

• Initial shipping costs are not refunded, except in cases of error on LATIVA's part.
• Customers bear the return shipping costs, except in cases of defect or error on LATIVA's part.
• LATIVA does not refund customs fees and taxes incurred on returns.

FORCE MAJEURE CIRCUMSTANCES
LATIVA is not responsible for delays or inability to process returns due to extraordinary circumstances (natural disasters, pandemics, restrictions, and others).

ADDITIONAL INFORMATION AND CONTACTS

For questions or assistance, contact us:

• Phones: 087 888 7643 | 087 777 2085Email: office@lativa.bg

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