Returns and complaints
How to send a product back, and what happens when something is wrong with a parcel.
Last updated: 5 November 2026
1. Right of withdrawal
As a consumer you may withdraw from the order within 14 days of receiving it, without giving a reason (art. 50 ZZP).
The quickest way is online, with or without an account: give your name, the order number and an e-mail, and you receive a confirmation with the date and time of the withdrawal. You may also write to us at info@onecosmetix.com within that period. Withdraw from contract here
2. When it does not apply
Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (art. 57(5) ZZP): for cosmetics, a product whose hygiene seal has been broken after delivery.
Orders invoiced to a company, which includes every order from a business account, are not consumer contracts, and the right of withdrawal does not apply to them.
3. Sending the products back
- You send the products back no later than 14 days after the day you told us of your withdrawal. The deadline is met if you send them before it ends.
- Include the proof of purchase or the order number.
- Return postage is at your cost, unless the product is defective or was sent in error.
- You may examine a product as you would in a shop. You are liable only for any diminished value resulting from handling it other than what is necessary to establish its nature, characteristics and functioning (art. 55(4) ZZP).
4. Refunds
We refund within 14 days of the day we receive your withdrawal, by the same means the order was paid for, unless agreed otherwise. We may hold the refund until the products are back with us or you have shown us that you sent them, whichever comes first.
The original delivery cost is refunded when the withdrawal covers the whole order.
5. Legal guarantee
The text of the notice
LEGAL GUARANTEE
Minimum two-year legal guarantee protection for goods sold in the European Union.
Consumers can claim their rights under the legal guarantee of conformity, for example if goods: do not match the description; do not function as intended.
Sellers are liable for any lack of conformity which existed when the goods were delivered, and which becomes apparent within the legal guarantee period. Sellers in such a situation are required to offer: free repair or free replacement; in some cases, a price reduction or full reimbursement.
Some countries have a longer legal guarantee period. For second-hand goods, a shorter period may apply, but not less than one year.
For more information on your rights in a specific country, scan the QR code below or ask the seller. europa.eu/youreurope/guarantees
What to do if you receive non-conforming goods: 1. Contact the seller as soon as possible to report the issue; 2. Provide proof of purchase, such as a receipt, invoice, or bank statement.
Sellers and producers may also offer commercial guarantees, which apply independently from the legal guarantee. For example, you may see this GARAN label representing a commercial guarantee of durability offered by the producer at no additional cost and covering the entire good.
More about your rights under the legal guarantee, on the European Union's site: Your Europe
6. Complaints
If something is defective or not as described, make a complaint through the form on the site: we enter it in our register of complaints and send you a document with its number. You may also make it by e-mail to info@onecosmetix.com, with the order number and a photograph, by phone on +359 89 791 1251, or at our address, ul. San Stefano 13, 6100 Kazanlak, Bulgaria: we enter it the same way. Make a complaint here
A consumer may raise a complaint within two years of delivery of the goods (art. 45(1) of the Bulgarian Act on the Supply of Digital Content and Digital Services and the Sale of Goods).
The document of a complaint and the act upholding it are sent by e-mail, signed electronically with the name of the person who issues them for PANOVA HELT EOOD.
If a parcel arrives damaged, refuse the delivery and tell us at once: a claim against the courier is far easier to make before the parcel has been accepted.
7. Model withdrawal form
You may also withdraw by sending us this form by e-mail or by post. You do not have to: the form on the site is quicker, and any unequivocal statement will do.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To: PANOVA HELT EOOD (ONE Cosmetix), ul. San Stefano 13, 6100 Kazanlak, Bulgaria, info@onecosmetix.com
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate.