Refund policy

Policy

Last updated: 22.10.2026

This policy governs the procedure for submitting claims in the event of a lack of conformity of the goods with the contract, the remedies available to the Customer and the conditions for refunds.

1. DISTINCTION FROM THE RIGHT OF WITHDRAWAL

	Right of withdrawal	Claim
Grounds	None required - the goods are free from defects	Lack of conformity of the goods with the contract
Time limit	14 days from receipt	2 years from delivery
Who is entitled	Consumers only	All Customers (to differing extents)
Return costs	Covered by the Customer	Covered by the Seller
Governing policy	Delivery and Returns Policy	This policy

2. STATUTORY GUARANTEE

2.1. The Seller is liable for any lack of conformity of the goods with the contract which exists at the time of delivery and becomes apparent within two years of delivery.

2.2. Unless proven otherwise, a lack of conformity is presumed to have existed at the time of delivery if it becomes apparent within one year of delivery. During this period, the Customer is not required to prove that the defect was present upon receipt.

2.3. The statutory guarantee is provided by operation of law, is free of charge and does not depend on a commercial guarantee.

2.4. A reminder of the statutory guarantee is provided on the Website and through the harmonized notice under Article 47(1), point 12 of the Consumer Protection Act.

3. WHEN THE GOODS ARE NOT IN CONFORMITY WITH THE CONTRACT

3.1. The goods are not in conformity with the contract where they do not match the description, type, quantity and quality specified in the contract, or are not fit for the purposes for which goods of the same type are normally used.

3.2. Examples of a lack of conformity in clothing:

manufacturing defect - undone seams, a defective zip, a defect in the fabric;
a size, colour or model different from the one ordered has been delivered;
the goods do not match the published description or composition;
parts or accessories specified in the description are missing.

3.3. When there is no disparity

normal wear and tear of the fabric during ordinary use;
damage caused by failure to follow the care instructions on the label - improper washing, ironing, drying or storage;
mechanical damage caused after receipt of the goods;
modifications made by a person other than the Seller (alteration, dyeing).

4. REMEDIES

4.1. First level - bringing the goods into conformity

In the event of a lack of conformity, the Customer is entitled to choose repair or replacement of the goods. The Seller carries out the chosen action free of charge, within a reasonable time and without significant inconvenience to the Customer.

The Seller may refuse the chosen remedy only if it is impossible or would result in disproportionately high costs compared with the alternative, taking into account the value of the goods, the significance of the lack of conformity and the possibility of applying the other remedy.

4.2. Second level - price reduction or termination of the contract

The Customer is entitled to a proportionate price reduction or termination of the contract where:

the Seller has not carried out repair or replacement or has refused to bring the goods into conformity;
the lack of conformity has reappeared despite the Seller's attempt to bring the goods into conformity;
the lack of conformity is so serious as to justify an immediate price reduction or termination of the contract;
the Seller has stated, or it is clear from the circumstances, that the Seller will not bring the goods into conformity within a reasonable time or without significant inconvenience to the Customer.

Repair or replacement is carried out within a reasonable time, not exceeding one month, from the submission of the claim.

4.3. Limitation in the event of a minor lack of conformity

The Customer is not entitled to termination of the contract if the lack of conformity is minor. The burden of proving that it is minor rests with the Seller.

Upon termination of the contract, the Customer returns the goods at the Seller's expense, and the Seller refunds the price paid.

5. PROCEDURE FOR SUBMITTING A CLAIM

5.1. The claim is submitted in writing by email to hola@lostbandidos.com or at the following address: 14 Kesten Street, Entrance V, Floor 2, Apartment 4, 9000 Varna.

5.2. When submitting the claim, the Customer specifies:

the subject matter of the claim and the order number;
the preferred remedy (repair or replacement) or the amount claimed;
an address and contact details;
a description of the lack of conformity and photographs, if applicable.

5.3. A document proving the purchase is attached to the claim - a till receipt, invoice, order confirmation or bank statement.

5.4. The Seller maintains a register of submitted claims. Upon acceptance of the claim, the Customer receives a document stating a number, date and type of goods.

5.5. The Seller decides on the claim within 14 days of its submission and notifies the Customer of its decision in writing.

6. COMMERCIAL GUARANTEE

6.1. The Seller does not provide a commercial guarantee beyond the statutory guarantee.

7. REFUNDS

7.1. Grounds

exercise of the right of withdrawal within the 14-day period;
termination of the contract due to a lack of conformity of the goods;
cancellation of an order before dispatch, where payment has already been made;
lack of stock;
other cases provided for by law.

7.2. Time limit

The refund is made without undue delay and no later than 14 days:

in the event of withdrawal - from the date on which the Seller is informed of the Consumer's decision;
in the event of termination of the contract due to a lack of conformity - from the date on which the Seller has received the goods back or evidence of their dispatch.

In the event of withdrawal, the Seller is entitled to withhold the refund until receipt of the goods or until evidence of their dispatch is provided, whichever occurs first.

7.3. Method

7.3.1. The refund is made using the same means of payment used for the initial transaction, unless the Customer expressly agrees to another method.

7.3.2. The Seller does not charge fees for the refund. The Customer's bank or payment operator may require additional processing time.

7.3.3. In the case of payment by cash on delivery, the refund is made to a bank account specified by the Customer.

7.4. Scope of the amount refunded

7.4.1. Where the right of withdrawal is exercised, the price of the goods and the costs of standard delivery are refunded.

7.4.2. The difference is not refunded if the Customer has chosen a more expensive delivery method than the standard delivery offered.

7.4.3. The direct costs of returning the goods are borne by the Consumer in the event of withdrawal and by the Seller in the event of a valid claim.

7.4.4. The Seller is entitled to deduct compensation for diminished value under the conditions described in the Delivery and Returns of Goods Policy.

8. PROMOTIONAL AND DISCOUNTED GOODS

8.1. Goods purchased at a discount or as part of a promotion benefit from the same statutory rights - the right of withdrawal and the statutory guarantee.

8.2. The price actually paid is refunded.

8.3. Where the discount is conditional on the purchase of a specified number of items and some of them are returned, recalculation is carried out using the regular price of the retained items.

9. DISPUTE RESOLUTION

9.1. In the event of disagreement with the decision on a claim, the Consumer is entitled to refer the matter to a conciliation commission attached to the Commission for Consumer Protection (CPC). No sectoral conciliation commission has been established for disputes concerning contracts for the sale of goods. The competent commission is the General Conciliation Commission, with its seat in Varna and territorial jurisdiction over the regions of Varna, Dobrich and Silistra, www.kzp.bg/bg/pomiritelna-komisiya.

9.2. The Consumer is entitled to submit a complaint to the Commission for Consumer Protection (CPC) - www.kzp.bg, tel. 0700 111 22.

9.3. The rights under points 9.1 and 9.2 do not limit the possibility of bringing proceedings before the competent court.

10. CONTACT

MIYAMMI-29 EOOD, email: hola@lostbandidos.com, telephone: +359879939535, address for claims: 14 Kesten Street, Entrance V, Floor 2, Apartment 4, 9000 Varna