Refund and Returns Policy

Last updated: 30 October 2026

🇧🇬 На български: Политика за връщане и възстановяване

Promote Bulgaria is a non-profit project. This policy explains how cancellations, returns and refunds work for merch from our shop, digital products, advertising and donations. It applies worldwide and never reduces the rights you have under the consumer law of your country — in the EU and UK, that includes a 14-day right to cancel most online purchases, described below.

Merch

Our merch is printed on demand by our production partner, Printful, and shipped directly to you from Printful’s facilities worldwide.

Damaged, faulty, misprinted or wrong item: email us within 30 days of delivery with your order number and a photo. We send a free replacement or a full refund, and you don’t need to send the item back.
Change of mind (EU, UK and other countries with a cooling-off right): you can cancel within 14 days of receiving your item. Tell us within that time, then send the item back unused within 14 days. We refund the item price and standard delivery within 14 days of getting it back. You pay the return postage. Items personalised to your own specification (for example with your name) cannot be returned unless faulty.
Everywhere else: because items are made to order, we cannot accept change-of-mind returns, but faulty items are always covered as above. Please check the size guide before ordering.
Parcel not arrived: tell us within 30 days of the estimated delivery date and we will trace it or send a replacement.
Wrong address or not collected: if a parcel comes back because of an address error or wasn’t collected, we can resend it at your cost.

Digital products

Digital content is delivered straight away. At checkout you agree to immediate delivery and acknowledge that you lose your 14-day right to cancel once the download or access begins. If a file is faulty, won’t open or isn’t as described, email us and we will send a working copy or refund you.

Advertising and paid listings

You can cancel a paid booking for a full refund before it goes live.
Consumers in the EU and UK have 14 days to cancel. If you ask us to publish your listing or advert within that period and then cancel, we refund the unused part.
After it goes live, monthly bookings can be cancelled at any time and stop at the end of the paid month. Multi-month bundles with a discount are refunded for whole unused months at the standard monthly price, minus the discount already received.
If we remove an ad because it breaks our Advertising and Listing Terms, we explain why; no refund is due for a serious breach.
If your ad does not run as booked because of a problem on our side, we extend it or refund the affected days.

Donations

Donations are gifts and are generally not refundable. If you donated by mistake or the amount was wrong, email us within 14 days and we will refund it. See our Donations Policy.

How to cancel or ask for a refund

Email hi@promotebulgaria.com with your order or booking number and what went wrong. You can use the model form below, but you don’t have to.

Model cancellation form (copy into an email): To hi@promotebulgaria.com: I hereby give notice that I cancel my contract for the following goods/services: [ ]. Ordered on [ ] / received on [ ]. Name: [ ]. Address: [ ]. Date: [ ].

Approved refunds go back to the payment method you used, within 14 days. We never charge a fee for refunds.

Your legal rights

Nothing in this policy affects your statutory rights. In the EU (including Bulgaria), you have at least a 2-year legal guarantee for goods; in the UK, the Consumer Rights Act 2015 gives you rights for faulty goods, digital content and services. Other countries have similar protections.