Refund policy
This Refund and Return Policy applies to purchases made through matchy.bg, operated by Matchy LTD, registered in Bulgaria under company number 208750422, with registered address at Tvardishki Prohod 19, Sofia, Bulgaria.
Contact details:
Email: matchy@gmail.com
Phone: +359887281715
This policy explains when you may return products, request a refund, or receive a replacement.
1. General Policy
Matchy products are sealed food/beverage capsule products.
For hygiene, safety, and product quality reasons, we do not accept returns of opened, unsealed, used, damaged-by-customer, or partially consumed products, unless required by mandatory law.
This does not affect your statutory consumer rights.
2. European Union 14-Day Right of Withdrawal
If you are a consumer purchasing online in the European Union, you generally have the right to withdraw from your purchase within 14 days from the day you, or a person designated by you, receive the goods, without giving a reason.
To exercise your right of withdrawal, you must contact us before the 14-day period expires at:
Your message should include:
- your full name;
- order number;
- phone number;
- email address;
- product you wish to return;
- a clear statement that you wish to withdraw from the purchase.
You may use the model withdrawal form at the end of this policy, but it is not mandatory.
3. Return Conditions for 14-Day Withdrawal
To be eligible for return under the 14-day withdrawal right, the product must be:
- unopened;
- unused;
- sealed;
- undamaged;
- in its original packaging;
- suitable for resale;
- returned with proof of purchase.
Because Matchy products are sealed food/beverage capsules, opened boxes, opened capsules, unsealed products, used products, or products that are no longer suitable for resale cannot be returned simply because you changed your mind, unless mandatory law requires otherwise.
The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery.
4. How to Start a Return
To start a return, contact us first at:
Do not send products back before contacting us.
If your return is accepted, we will send you return instructions, including which Econt or Speedy office or return address to use.
Items sent back without first requesting a return may not be accepted.
5. Return Shipping Costs
For valid 14-day withdrawal returns accepted by us, Matchy will cover the return shipping cost.
The return must be made according to the courier instructions we provide.
If you send the product through a different method without our approval, we may not cover extra shipping costs.
6. Damaged, Broken, Wrong, or Missing Products
Please inspect your order immediately when you receive it.
If your product arrives damaged, broken, incorrect, or incomplete, contact us within 24 hours of receiving the order at:
Please include:
- order number;
- full name;
- phone number;
- photos of the outer package;
- photos of the inner packaging;
- photos of the damaged, broken, wrong, or missing product issue;
- short description of the problem.
After reviewing the issue, we may offer one of the following solutions:
- replacement of the affected product;
- sending a new box;
- refund of the affected product;
- another suitable solution agreed with you.
We may refuse a damage claim if you do not provide reasonable evidence or if the issue is reported too late for us to verify the delivery condition, without prejudice to your mandatory legal rights.
7. Opened or Used Products
We do not accept returns of opened or used products for change-of-mind reasons.
This includes:
- opened boxes;
- opened capsules;
- used capsules;
- partially consumed products;
- products with damaged seals caused after delivery;
- products not in original condition due to customer handling.
If a product is faulty, damaged during shipping, incorrect, or affected by another issue covered by mandatory law, contact us within 24 hours so we can review the case.
8. Refunds
Once we receive and inspect your returned product, we will notify you whether the refund has been approved.
If approved, we will refund the relevant amount using the original payment method where possible.
For cash-on-delivery orders, we may ask you to provide bank account details or another suitable refund method.
We may withhold the refund until we receive the returned products or until you provide proof that you have sent them back.
Refunds will be processed in accordance with applicable consumer protection law.
Depending on your bank, card provider, or payment provider, it may take additional time for the refund to appear in your account.
9. Exchanges and Replacements
We do not generally offer exchanges for change-of-mind returns.
If your product arrives broken, damaged, wrong, or incomplete, we may offer a replacement or send a new box after reviewing the issue.
10. Non-Returnable Items
Unless required by mandatory law, we do not accept returns for:
- opened boxes;
- opened capsules;
- used products;
- products not in original packaging;
- products with broken seals caused after delivery;
- products damaged due to customer handling;
- products that are not suitable for resale for hygiene, health protection, or food safety reasons;
- gift cards, if offered in the future.
11. Business Customers
If you purchase as a company, trader, or business customer, the consumer 14-day withdrawal right may not apply.
Returns, refunds, or replacements for business customers will be handled according to this policy, our Terms of Service, the specific agreement between us, and applicable law.
12. Refused or Uncollected Cash-on-Delivery Orders
If you choose cash on delivery and refuse or fail to collect the parcel without a valid reason, the order may be cancelled.
If the same person repeatedly refuses or fails to collect cash-on-delivery parcels, we reserve the right to refuse future cash-on-delivery orders and require advance payment instead.
13. Contact
For return, refund, or replacement questions, contact:
Matchy LTD
Company number: 208750422
Address: Tvardishki Prohod 19, Sofia, Bulgaria
Email: matchy@gmail.com
Phone: +359887281715
Website: matchy.bg
