Returns and refunds

This policy applies to purchases from BOGNA Sweets, operated by TNM COMPANY EOOD, 3 Ohrid St., 2nd floor, 8000 Burgas, Bulgaria. UIC: 205093551; VAT: BG205093551. Contact: office@tnmcompany.bg, +359 88 812 0221.

1. Your right to withdraw

If you are a consumer in the European Union, you may withdraw from an eligible distance purchase within 14 calendar days without giving a reason. The period begins when you, or a person you designate other than the carrier, receive the goods. If items from one order arrive separately, it begins when the last item is received.

Send a clear statement of withdrawal to office@tnmcompany.bg or the seller's address above. Include your name and enough information to identify the purchase; an order number helps. The form below is optional. Sending the notice before the deadline is sufficient; prior authorisation is not required to exercise your statutory right.

If the withdrawal deadline falls on a weekend or public holiday, our EU return rules extend it to the next business day.

2. Returning goods

After notifying us, send the goods back without undue delay and within 14 days. The deadline is met if you dispatch them before the period expires. Use the warehouse for your delivery country:

Pack the goods securely and keep proof of dispatch. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, as provided by law.

Return delivery costs

For an ordinary withdrawal, you arrange return shipping and bear its direct cost, provided you were informed of this before purchasing. If that information was not provided before your order, you do not have to pay these costs. We charge no restocking fee. Necessary costs relating to damaged, incorrect or non-conforming goods are borne by BOGNA.

3. Refunds

On a valid withdrawal, we reimburse the payments received, including the cost of the least expensive standard outbound delivery we offered. Additional costs for a more expensive delivery option you chose are not reimbursed.

We reimburse you without undue delay and within 14 days of receiving your withdrawal notice. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or proof of dispatch, whichever occurs first. We use the original payment method unless you expressly agree otherwise, without charging a refund fee.

4. Exceptions

A statutory exception may apply to goods liable to deteriorate or expire rapidly; sealed goods unsuitable for return for health protection or hygiene reasons when unsealed after delivery; and goods made to your specifications or clearly personalised. An exception depends on the particular product and circumstances. Being a food product does not automatically exclude every return. Exceptions to withdrawal do not affect rights concerning damaged, incorrect or non-conforming goods.

5. Damaged, incorrect or non-conforming goods

Contact office@tnmcompany.bg with a description and, where possible, photographs of the goods and packaging and your order number. These details help us investigate and do not restrict statutory rights. Please contact us before sending any potentially unsafe product.

Statutory remedies apply to confirmed non-conformity, including replacement and, where legally available, a price reduction or refund. Necessary costs of fulfilling the seller's statutory obligations are borne by us. This policy does not limit mandatory guarantees or consumer rights applicable in your country.

6. Optional withdrawal form

To: TNM COMPANY EOOD, 3 Ohrid St., 2nd floor, 8000 Burgas, Bulgaria; office@tnmcompany.bg.

I hereby give notice that I withdraw from my contract of sale for the following goods: …
Ordered on / received on: …
Name and address of consumer: …
Order number, if known: …
Date: …
Signature (only if submitted on paper): …