Refund policy
RETURN, EXCHANGE, AND REFUND POLICY
RIGHT OF WITHDRAWAL
The customer has the right to withdraw from a distance contract without providing a reason within 14 calendar days from the day on which the customer, or a third party designated by the customer other than the courier, receives the goods.
To exercise your right of withdrawal, notify us before the expiry of the 14-day period at:
AURABABY EOOD
Email: info@aurababy.bg
Phone: +359 877 342 846
Address: 18A Starozagorsko Vastanie St., Stara Zagora, Bulgaria
Your notice should include:
• order number;
• first and last name;
• contact telephone number and email address;
• the products you wish to return;
• a clear statement that you are withdrawing from the purchase.
You may use the standard withdrawal form, but you are not required to do so.
RETURNING PRODUCTS
After notifying us of your withdrawal, you must send or hand the products back without undue delay and no later than 14 calendar days from the date of your notice.
Before sending the products, contact us at info@aurababy.bg to receive the correct return instructions.
The customer bears the direct shipping costs of the return, except when the product is defective, was damaged during delivery, an incorrect product was sent, or another error was made by us.
Please do not return parcels using cash on delivery. Such parcels will not be accepted.
The customer is liable only for any reduction in the value of the goods resulting from handling or use beyond what is necessary to establish their nature, characteristics, and proper functioning.
Where possible, return the product with its original packaging, labels, accessories, and proof of purchase or another means of identifying the order.
REFUNDS
When the right of withdrawal has been validly exercised, we will refund all payments received from the customer, including the cost of the standard initial delivery. If the customer selected a more expensive delivery method than the standard option offered by us, the additional cost will not be refunded.
The refund will be issued without undue delay and no later than 14 calendar days from the date on which we were informed of the decision to withdraw.
We may withhold the refund until we have received the products back or until the customer provides evidence that they have sent them, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise. Where payment was made by cash on delivery, the customer may be asked to provide bank account details for the refund.
PRODUCTS FOR WHICH THE RIGHT OF WITHDRAWAL DOES NOT APPLY
The right of withdrawal does not apply to products made to the customer’s specifications or clearly personalised to meet their individual requirements. This includes products with personalised embroidery, a name or initials, non-standard dimensions, individual colour combinations, or another form of personalisation.
This exception does not limit the customer’s rights where a product is defective, does not correspond to the order, or an error was made by us.
EXCHANGES
To request an exchange, contact us at info@aurababy.bg within 14 calendar days of receiving your order.
An exchange is subject to the availability of the requested product. After receiving and inspecting the returned item, we will confirm whether an exchange is possible and the timeframe for sending the replacement product. If there is a difference in price, we will agree with you on the method of additional payment or refund.
The customer bears the shipping costs of a voluntary exchange. If an incorrect or defective product was sent, the costs will be borne by AURABABY EOOD.
DEFECTIVE, DAMAGED, OR INCORRECTLY DELIVERED PRODUCTS
Please inspect your order upon receipt. If a product is defective or damaged, part of the order is missing, or you have received a different product, contact us as soon as possible at info@aurababy.bg. Please include your order number and, where possible, photographs.
If there is visible damage caused during transport, ask the courier to prepare a damage report for the affected parcel. The absence of such a report does not affect your statutory rights, but it may help us investigate the matter.
This policy does not limit consumers’ rights in the event that goods do not conform to the contract under applicable Bulgarian and European Union law.
Last updated: 22 July 2026