Returns, Withdrawal and Complaints Policy

Effective from 16 September 2026.

In short

• 14 days, no reason needed. You can return your purchase within 14 days of receiving it, without telling us why.
• How: write to hello@omaya-sleep.com or use the contact form. We reply with where and how to send the parcel.
• Return shipping is paid by you. If the mistake is ours (a wrong or faulty item), we pay.
• Your money comes back within 14 days of your message, including standard delivery to you.
• Faulty item? You have a 2-year legal guarantee: free repair or replacement, or, if that is not possible, a price reduction or your money back.

The full rules are below. Nothing in this policy takes away or limits your statutory rights.

1. Who this applies to

The right of withdrawal belongs to consumers — people buying for personal use rather than for a business or profession (under the Bulgarian Consumer Protection Act, “CPA”). The seller is “MAKIYAVELI EM 24” EOOD, EIK 208144245. The legal guarantee for faulty goods (section 9) is a separate right and does not depend on the 14 days.

2. Deadline: 14 days

The period is 14 days, starting the day after you, or a person you named (other than the courier), receive the goods. If one order arrives in several parcels, it runs from the last one. It is enough to write to us before the end of day 14; the goods themselves can be sent afterwards (section 4).

3. How to withdraw

Send us a clear message that you are withdrawing from the purchase, in one of these two ways:

• an email to hello@omaya-sleep.com; or
• a message through the website’s contact form.

Include your name, the order number and which products you are returning. You may use the model form in section 11, but you don’t have to — an ordinary message works. No reason is needed. We will confirm receipt and send you return instructions.

Simply not collecting the parcel, or sending it back without a message, is not a withdrawal. Keep your email — it proves you withdrew in time.

4. How to send the goods back

Send the goods within 14 days of telling us you are withdrawing. We give you the address and instructions in our reply. Please don’t send the parcel cash on delivery unless we have agreed to it in writing.

You pay the cost of sending the goods back. We recommend a tracked service and sturdy outer packaging — the waybill also proves that you sent the goods. If we sent you a wrong or faulty item, we cover the cost.

5. Can I try the product?

Yes — the way you would in a shop: with clean hands, without make-up, creams or perfume, and briefly. Don’t wash the product or remove its labels until you decide to keep it. Return it, where possible, in its original packaging with the labels. Don’t stick the waybill directly onto the product box.

You can withdraw even if the packaging is open or the product was tried. If, however, it was used more than needed to examine it (for example slept on for several nights, washed or stained) and that reduced its value, we may deduct that proven difference. We don’t charge arbitrary fees.

6. When withdrawal does not apply

Our masks and pillowcases are not sold in sealed hygiene packaging, so you can return them even with the packaging open. If we ever offer a product in sealed hygiene packaging, its page will say so clearly — such a product cannot be returned once unsealed (Article 57(5) CPA).

Withdrawal also does not apply in the other cases listed in Article 57 CPA, for example a product made to your personal specifications, if we offer that service. Choosing a colour or size from the available options is not made to order.

7. When and how we refund

We refund everything you paid for the order, including delivery to you, within 14 days of the day we receive your withdrawal message. If you chose a more expensive delivery method than the cheapest standard one we offer, the difference is not refunded.

We may wait with the refund until the goods reach us or you show us you have sent them (for example with the waybill), whichever comes first.

We refund using the same payment method you used, unless we agree otherwise at no cost to you. If you paid cash on delivery, we transfer the amount to a bank account you give us, free of charge. Don’t post bank details in public fields.

If you return only part of an order, we refund what you actually paid for the returned products (after discounts). Delivery is refunded when you withdraw from the whole order.

8. Exchanging a colour or size

If you would like another colour or size, write to us before sending the product — we will help if it is in stock. An exchange is a goodwill service; if it costs anything, we will tell you in advance. An exchange does not extend the 14-day period, so the safest route is to withdraw from the purchase and place a new order.

9. Faulty or non-conforming goods (complaints)

This is the legal guarantee — a separate right lasting 2 years from delivery. “MAKIYAVELI EM 24” EOOD is responsible if the product is faulty or does not match its description at the time of delivery. If a problem appears within one year of delivery, the law presumes it existed at delivery unless we prove otherwise.

How to complain: write to hello@omaya-sleep.com or use the contact form. You may also complain orally, but in writing is easier to prove. State the order number, the product, what is wrong and when you noticed it, the remedy you prefer, and attach photos. We record every complaint in our complaints register and give you its number.

What you can get: first you choose free repair or replacement, unless your choice is impossible or costs disproportionately more than the other. We do it within one month and at no cost to you, including transport. If that does not happen, the problem comes back, is serious, or clearly cannot be fixed without significant inconvenience to you, you are entitled to a price reduction or to end the contract and get your money back in exchange for the product. The contract cannot be ended for a very minor problem — if we say a problem is minor, we have to prove it.

What is not a fault: normal wear, and damage caused by incorrect use, not following the care instructions, or mechanical damage after delivery. We look at every case individually, and this never stops you from making a complaint.

10. If we can’t agree

Write to us first — we will look for a solution. If you are not satisfied, you can complain to the Bulgarian Consumer Protection Commission (kzp.bg) or, after raising the issue with us, ask for out-of-court resolution before one of its conciliation commissions. You can always go to court.

11. Model withdrawal form

Complete and return this form only if you wish to withdraw from the purchase. Using it is optional.

To: “MAKIYAVELI EM 24” EOOD, EIK 208144245, email: hello@omaya-sleep.com

I/We* hereby give notice that I/we* withdraw from my/our* contract for the sale of the following goods: [description]

Ordered on* / received on*: [date]

Order number: [number]

Name of consumer(s): [name]

Address of consumer(s): [address]

Signature of consumer(s): [only if this form is sent on paper]

Date: [date]

* Delete as appropriate.