Product Returns Policy

Version 1.1, last revised: 4 October 2026

This policy is part of the Terms of Use of aldoo.com. It explains how to withdraw from a purchase and return a Product, whichever Seller it was bought from. It applies to every Seller on the Platform – Aldoo and every Merchant. A Merchant may offer more generous terms (for example a longer return period), which are shown on the Merchant's page under "About the seller" and in its terms of sale; it may never offer less.

1. Your right to withdraw in 14 days

1.1. If you are a Consumer, you may withdraw from your purchase within 14 days without giving any reason and without any cost other than those listed in section 5.

1.2. The 14 days start:

for a physical Product – on the day you, or a person you named (other than the courier), take possession of it;
for an order of several Products delivered separately – on the day you receive the last one;
for a service – on the day the contract is concluded;
for digital content – on the day the contract is concluded (see section 3 for when the right is lost).

1.3. A cart with Products of several Sellers forms separate orders. You may withdraw from one order, or from some Products in an order, without affecting the rest.

1.4. A pre-sale order may be cancelled at any time before it is shipped, with a full refund; after delivery, the 14 days apply as for any other Product.

1.5. Business Buyers do not have a legal right of withdrawal; they may return Products only if the Seller agrees, and always under the legal guarantee where a Product is not in conformity.

2. Cancelling before shipment

2.1. While your order is paid and not yet shipped, you can ask for it to be cancelled:

Open Account → Orders and select the order.
In the "Cancel the order" tab, give a reason (optional) and send the request.
The Seller receives it at once and answers; you get an e-mail with the answer, which also shows on the order.

While the Seller has not answered, you can withdraw the request. An order can have one open cancellation request at a time.

2.2. If the Seller accepts, the order is cancelled and refunded in full, including delivery (Refunds Policy).

2.3. If the Seller has already shipped the order or declines the cancellation, your right of withdrawal remains: you can refuse the parcel on delivery or return it as described in section 4 once you have received it.

2.4. You can also ask for a cancellation at support@aldoo.com or in the support chat, with your order number.

3. When the right of withdrawal does not apply

As provided by the Bulgarian Consumer Protection Act (Art. 57), you cannot withdraw from the purchase of:

Digital content not supplied on a physical carrier – e-books, audiobooks, music, video – once the supply has begun (the content has become available to you in your Library or for download or streaming, or a licence key has been shown to you), since by placing the order you give your express consent to immediate supply and confirm that you lose your right of withdrawal (Terms of Use, 9.3). Until the content is made available, you may withdraw.
Sealed audio or video recordings and sealed software (CDs, vinyl, DVDs, games, boxed software) once unsealed after delivery.
Software licence keys once the key has been revealed to you or activated.
Goods made to your specifications or clearly personalised (for example a book with a personal dedication or an engraved item).
Sealed goods unsuitable for return for health or hygiene reasons, once unsealed (for example earphones, cosmetics, teething toys).
Newspapers, periodicals or magazines, except subscriptions to them.
Services fully performed with your prior express consent and acknowledgement that you would lose the right of withdrawal once they had been fully performed.

The fact that a Product cannot be withdrawn from does not affect your rights if it is defective, damaged, incomplete or not as described – see section 8.

4. How to return a Product

Step 1 – Request the return. Within the return period (at least 14 days from receipt; each order shows its own):

Open Account → Orders and select the order.
In the "Request for return" tab, pick the Products and quantities you are returning and the reason (for example changed my mind, wrong size, not as described, wrong item received, defective, damaged in transit).
Send the request. The Seller receives it at once. While it has not answered, you can withdraw the request.

Returns are requested and handled only through the "Request for return" form on the order – that way the request reaches the Seller at once, and its answer, the return address and the instructions appear on your order. You meet the deadline if you send the request before it expires. You do not have to give a reason for withdrawing.

If, exceptionally, you send a statement of withdrawal another way (for example the Standard withdrawal form in Appendix 1, to support@aldoo.com), the law recognises it and the deadline is met when you send it – our support team will enter the return request on your order for you, and from there it continues the same way.

Step 2 – Receive the address and instructions. When the Seller accepts the request you receive an e-mail – and the same shows on the order – with:

the Seller's return address;
the return instructions, including the order number to write on the parcel or put inside it so it can be recognised.

If the Seller declines the request, it gives the reason (for example the period has expired, or the Product is one the right of withdrawal does not apply to – section 3). If you disagree, write to support@aldoo.com – Aldoo reviews the decision and, where the law gives you the right to return, settles it (section 9).

Step 3 – Send the Product back. Send it, or hand it to the courier, no later than 14 days after the day you requested the return. Pack it securely, preferably in its original packaging, with all accessories, instructions, gifts received with it, and the order number. Keep the proof of sending (the waybill).

Step 4 – Receipt and refund. When the Seller receives the parcel, it marks the return on the order and you are refunded as described in the Refunds Policy. You get an e-mail for every refund, and the order shows the returned lines and the amounts.

Products from several Sellers are returned separately, each to its own Seller's address, because they are separate orders. Our instructions tell you where each one goes.

5. Return costs

5.1. The direct cost of returning the Product is paid by you, unless:

the Product is defective, damaged, incomplete or different from what you ordered (see section 8); or
the Seller has announced free returns on the product page.

5.2. You may return the Product through any courier. Do not send it cash on delivery – such parcels are refused.

5.3. If you withdraw from the whole order, the original delivery cost is refunded too, up to the cost of the cheapest standard delivery offered at checkout. If you withdraw from only part of an order, the delivery cost is not refunded.

6. Condition of returned Products

6.1. You may handle and inspect a Product as you would in a shop – to determine its nature, characteristics and functioning. You do not need to return it unopened.

6.2. You are liable for any diminished value resulting from handling beyond that (for example a book that has been written in or has damaged pages, a used toy, missing accessories). In that case the Seller may reduce the refund by the diminished value, and Aldoo will tell you the reason and the amount before the refund is made.

6.3. If several identical Products were ordered, only one should be opened if you intend to return the others. A Product sold as a set or with a free gift is returned together with all parts of the set and the gift; otherwise the value of what is missing may be deducted.

7. Refused or uncollected parcels

If you refuse a parcel without a legal reason, or do not collect it from the office or locker, it is returned to the Seller. We treat this as a withdrawal from the order and refund you within 14 days, less the original delivery cost and the cost of returning the parcel to the Seller. Repeated refusals may lead to restrictions on your account under the Terms of Use.

8. Defective, damaged or wrong Products

8.1. If a Product arrives damaged, defective, incomplete or different from your order, or a defect appears later, you have the rights under the legal guarantee of conformity (2 years from delivery for physical Products) – independent of the 14-day right of withdrawal and also for Products that cannot be withdrawn from.

8.2. Write to support@aldoo.com, with the order number, a description and photos where possible. Damage visible on delivery should be reported within 3 days (see the Terms of Use), but later reports are not rejected for this reason alone.

8.3. The Seller will, free of charge to you, repair or replace the Product, or if this is impossible, disproportionate or not done within a reasonable time, reduce the price or refund it in full. The return costs are paid by the Seller – we will send you a prepaid label or collection, or refund what you paid for sending it.

8.4. For digital content that does not work, is incomplete or is not as described, we first try to fix it or make it available again; if this is not possible, you are refunded.

8.5. Complaints are resolved within 30 days of being submitted.

9. Role of Aldoo and the Merchant

The return is made to the Seller, which is responsible for the Product.
Aldoo keeps the requests in your account, passes them to the Seller and tells you its answer, sends you the return address and instructions, follows the return, and makes the refund to your payment method.
If a Merchant does not respond or does not process a lawful return in time, Aldoo refunds you itself and settles the matter with the Merchant afterwards.

Appendix 1 – Standard withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Aldoo Ltd, 2 Srebarna Str., Promishlena zona "Hladilnika", Sofia 1407, Bulgaria, support@aldoo.com, acting for the Seller named in the order

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following digital content or service (*):

Order number: ......................................
Seller: ......................................
Product(s) and quantity: ......................................
Ordered on (*) / received on (*): ......................................
Name of consumer(s): ......................................
Address of consumer(s): ......................................
E-mail: ......................................
Signature of consumer(s) (only if this form is notified on paper): ......................................
Date: ......................................

(*) Delete as appropriate.