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BONBELLE
Return & Refund Policy
Last updated: May 2026
At Bonbelle, every candle is handcrafted and personalised to order. Because of the nature of our products, our return and refund policy differs from standard retail. Please read this policy carefully before placing your order.
By completing a purchase on bonbelle-bg.com, you confirm that you have read and accepted the terms of this policy.
1. Personalised Candles — No Right of Return
All Bonbelle candles "You Have a Message" are made to order and include a personalised message chosen by the customer. Under EU Directive 2011/83/EU Article 16(c) and the Bulgarian Consumer Protection Act, the standard 14-day right of withdrawal does not apply to goods made to a consumer's specifications or that are clearly personalised. Personalised Bonbelle candles are therefore non-refundable and non-returnable once production has commenced.
Production begins within 12 hours of order confirmation. If you need to cancel or amend your order, you must contact us at info@bonbelle-bg.com within 12 hours of placing it. We cannot guarantee amendments after this window but will do our best to accommodate urgent requests before production starts.
2. Candles That Have Been Lit — No Refund
Once a candle has been lit, it cannot be returned or refunded under any circumstances. Lighting the candle constitutes your acceptance of the product in its delivered condition. We strongly recommend inspecting your candle before lighting it.
3. Uncollected Parcels — No Refund
If a parcel is dispatched to the address provided at checkout and is not collected by the customer within the carrier's holding period, resulting in the parcel being returned to Bonbelle, no refund will be issued. The order is considered fulfilled on our part upon dispatch. Re-delivery may be arranged at the customer's expense by contacting info@bonbelle-bg.com within 7 days of the parcel being returned to us. After this period, uncollected orders will be forfeited with no entitlement to refund or replacement.
It is the customer's responsibility to provide a correct and complete delivery address at checkout, to be available or arrange collection within the carrier's holding period, and to monitor tracking information provided at dispatch.
Bonbelle is not responsible for parcels that cannot be delivered due to an incorrect address submitted by the customer. In such cases, re-delivery costs are the sole responsibility of the customer.
4. Damaged in Transit or Incorrect Items
4.1 What qualifies
You are entitled to a replacement or full refund if:
- Your candle arrives visibly damaged due to transit — broken vessel, crushed packaging, cracked lid
- The personalised message differs from what you submitted at checkout
- You receive the wrong product entirely
4.2 How to claim
Claims must be submitted within 48 hours of delivery. To open a claim:
- Email info@bonbelle-bg.com with the subject line: DAMAGED ORDER — [+44 77 8496 8001]
- Include clear photographs of the damaged item and packaging
- Include your order number and a description of the issue
Claims submitted after 48 hours of delivery, or without photographic evidence, cannot be processed.
4.3 Resolution
Once your claim is approved, we will offer either a full replacement at no additional cost or a full refund to your original payment method. Replacements are dispatched within 3–5 working days of claim approval. Refunds are processed within 5–10 working days depending on your bank or payment provider.
5. Situations Not Covered
The following situations do not qualify for a return, replacement, or refund:
- Change of mind after production has commenced
- Dissatisfaction with the fragrance — scent descriptions are provided on each product page; please read them carefully before purchasing
- Damage caused by improper use, failure to follow candle safety or message retrieval instructions
- Message content that the customer later regrets — please review your message carefully before submitting
- Minor natural variations in soy wax appearance such as frosting or slight discolouration — these are characteristics of natural soy wax and do not constitute a defect
6. Message Retrieval — Customer Responsibility
The hidden message is a physical insert embedded beneath the wax surface. Bonbelle provides clear retrieval instructions with every order. It is the customer's responsibility to follow these instructions correctly.
Bonbelle is not liable for messages that are damaged, destroyed, or rendered illegible due to failure to follow retrieval instructions. We recommend retrieving the message before the candle burns past the halfway point. Failure to retrieve the message in time does not constitute grounds for a refund or replacement.
7. Return Shipping
In cases where a return is authorised by Bonbelle (for example, in the rare event of a non-personalised item being returned in its original condition), return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product, in which case we will provide a prepaid return label.
8. Order Cancellations
You may request to cancel your order within 12 hours of placing it by contacting info@bonbelle-bg.com. If production has not yet commenced, we will cancel your order and issue a full refund within 5–10 working days.
Cancellation requests received after 12 hours, or after production has begun, cannot be accepted for personalised items.
9. Contact Us
For all return, refund, or order queries, please contact our customer service team:
Email: info@bonbelle-bg.com
WhatsApp: +77 8496 8001
Website: bonbelle-bg.com
We aim to respond to all enquiries within 1–2 working days.
Bonbelle.