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Returns & Refunds Policy

Last updated: December 2025

This Returns & Refunds Policy explains your rights and our obligations regarding returns and refunds in accordance with Directive 2011/83/EU on Consumer Rights, applicable EU consumer protection laws, and Bulgarian legislation.

1. Right of Withdrawal (Distance Sales)

If you are a consumer located in the European Union, you have the right to withdraw from a distance purchase within 14 calendar days without giving any reason.

The withdrawal period expires 14 days from the day on which you acquire physical possession of the goods.

To exercise this right, inform us by email at info@stormguard.eu.

2. Exception for Sealed Hygiene Products

In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery.

This applies to our products (pet shampoos, conditioners). If the seal has been broken, returns are not accepted.

3. Conditions for Accepting Returns

Returns are accepted only if:

  • The request is made within 14 calendar days
  • The product is unused, unopened, sealed and in original packaging
  • The product is in resalable condition

4. Return Procedure

To request a return, contact us at info@stormguard.eu with your order number and product name. Returned items must be sent back no later than 14 days from your notification.

5. Return Shipping Costs

Return shipping costs are borne by the customer unless the product is defective, damaged, or incorrect.

6. Refunds

Once received and inspected, we will notify you of the approval or rejection of your refund. If approved, it will be processed within 14 days using the original payment method.

7. Damaged or Defective Products

If your product arrives damaged or defective, contact us within 48 hours of delivery with photos. We will offer a replacement or full refund.

8. Non-Returnable Items

  • Opened or unsealed cosmetic products
  • Used or partially used products
  • Products damaged due to improper use

9. Contact

For any questions regarding returns or refunds, please contact us at: info@stormguard.eu