RETURNS AND REFUNDS
Last updated: 4 August 2026
1. Consumer Right of Withdrawal
A consumer who purchases products online or through another distance contract generally has the right to withdraw from the contract within 14 calendar days without giving a reason.
For goods, the 14-day period begins on the day the consumer, or a third party nominated by the consumer other than the courier, receives the goods.
Where several goods from one order are delivered separately, the period generally begins when the last product is received.
2. How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, send a clear written statement before the 14-day period expires.
Send the notice to:
Email: contact@alekbg.com
The notice should include:
Customer’s full name;
Order number;
Products being returned;
Date the products were received;
Clear statement that the customer is withdrawing from the contract;
Telephone number or email address for communication.
The model withdrawal form at the bottom of this page may be used, but it is not mandatory.
3. Returning the Products
After notifying us of the withdrawal, the consumer must send the products back without undue delay and no later than 14 calendar days after giving notice.
Contact us before dispatch so that we can provide:
The correct return address;
Packaging instructions;
Any product-specific transport requirements.
Receiving practical return instructions is not a condition for exercising the statutory right of withdrawal.
Returns must not be sent with cash on delivery unless ALEK LTD has expressly agreed in writing.
4. Return Shipping Costs
The consumer is responsible for the direct cost of returning products after a change-of-mind withdrawal, unless ALEK LTD has agreed to cover that cost.
For large, heavy, palletised or oversized products, return transport may cost considerably more than standard parcel delivery. Customers may contact us before ordering for an estimate of potential return transport costs.
ALEK LTD covers reasonable return costs where the product is defective, incorrect or damaged due to circumstances for which ALEK LTD is legally responsible.
5. Condition of Returned Products
Consumers may inspect products only to the extent necessary to establish their nature, characteristics and functioning, in a similar manner to an inspection in a physical shop.
The consumer may be responsible for any diminished value resulting from handling beyond what is necessary for such inspection.
Where reasonably possible, products should be returned:
Complete;
With all included components and accessories;
Securely packaged;
With the original packaging where available;
Without damage caused by improper handling or packaging.
The absence of original packaging does not automatically remove a statutory withdrawal right, but the customer remains responsible for safe return packaging and any legally applicable diminished value.
6. Refunds
Where the consumer validly withdraws, ALEK LTD will refund payments received for the returned products, including the cost of the least expensive standard delivery method offered for the original order.
Additional costs resulting from the customer’s choice of a more expensive express or special delivery method are not refundable beyond the cost of standard delivery.
Refunds will be made without undue delay and no later than 14 days after we are informed of the withdrawal.
We may withhold the refund until:
The returned goods are received; or
The consumer provides evidence that the goods have been sent back,
whichever occurs first, unless ALEK LTD has offered to collect the products.
7. Cash-on-Delivery Refunds
Because cash-on-delivery orders are paid in cash to the courier, we will ask the customer to agree to a fee-free refund method.
Refunds will normally be arranged by bank transfer to an account provided by the customer, unless another fee-free method is agreed.
The customer is responsible for providing accurate bank-account information.
8. Products Excluded From the Right of Withdrawal
The statutory right of withdrawal does not apply where an applicable legal exception applies, including products that are:
Manufactured according to the customer’s individual specifications;
Clearly personalised;
Produced in a custom colour, measurement, design or configuration specifically requested by the customer;
Private-labelled for the customer;
Made in a customer-specific packaging format;
Inseparably mixed with other goods after delivery.
The exclusion applies only where the product genuinely falls within the relevant legal exception.
9. Wholesale and Business Orders
The statutory 14-day consumer withdrawal right does not automatically apply to Business Customers.
Returns, cancellations and refunds for wholesale, distributor, private-label and other commercial orders are governed by the confirmed quotation, purchase agreement or other written terms agreed between the parties.
10. Incorrect, Damaged or Defective Products
Contact ALEK LTD promptly when a product:
Is different from what was ordered;
Arrives damaged;
Is missing components;
Does not correspond to the agreed description;
Appears to have a manufacturing defect.
Send the following to contact@alekbg.com:
Order or invoice number;
Description of the issue;
Photographs of the product;
Photographs of the packaging and shipping label;
Photographs or video showing the defect or damage.
Do not dispose of the product or packaging before we have reviewed the complaint.
11. Statutory Legal Guarantee
Consumer products are covered by the applicable statutory legal guarantee.
Under current EU consumer rules, consumers have a minimum two-year legal guarantee from the date the goods are received.
Depending on the circumstances and applicable law, available remedies may include:
Repair;
Replacement;
A proportionate reduction in price;
Termination of the contract and refund.
These statutory rights are separate from the 14-day change-of-mind withdrawal right.
12. Refund Processing
Approved refunds are processed after the necessary return information has been confirmed.
ALEK LTD does not charge a refund-administration fee.
Banks and financial institutions may require additional time to display a completed bank transfer. This processing time is outside ALEK LTD’s direct control.
13. Contact
Return and refund requests should be sent to:
ALEK LTD – ALEKBG
Email: contact@alekbg.com
Telephone: +359 89 200 8881
Model Withdrawal Form
Complete and send this form only when you wish to withdraw from an eligible consumer distance contract.
To: ALEK LTD – ALEKBG
Email: contact@alekbg.com
I hereby give notice that I withdraw from my contract for the purchase of the following products:
Product or products:
[Enter product details]
Order number:
[Enter order number]
Ordered on:
[Enter date]
Received on:
[Enter date]
Consumer’s full name:
[Enter full name]
Consumer’s address:
[Enter address]
Email address:
[Enter email]
Telephone number:
[Enter telephone]
Date:
[Enter date]
Signature:
[Required only when this form is submitted on paper]
