Pravila refundacije

Return & Refund Policy

At EUstoves.com, we aim to provide high-quality heating products and a transparent, fair shopping experience. Please read the information below carefully before placing an order.

Return Policy

We offer a 14-day return policy. You have 14 days from the date of delivery to request a return. If your order is delivered in multiple shipments, the 14-day period begins from the date you receive the last item in your order.

To be eligible for a return:

  • The item must be unused, uninstalled, and in the same condition as received
  • The item must be returned in its original packaging, including all accessories, manuals, and protective materials
  • You must provide a receipt or proof of purchase

Installed, used, or visibly damaged products are not eligible for return, except where required by your statutory right of withdrawal described below.

How to Start a Return

The fastest way to start a return is through your customer account:

👉 https://account.eustoves.com

Alternatively, you can contact us directly at:

📧 info@eustoves.com

Include:

  • Your order number
  • The product(s) you wish to return
  • The reason for the return

If your return is approved, we will provide return instructions and the return address. Once you have notified us of your intention to return an item, you must send the item back to us within 14 days of that notification.

⚠️ Items sent back without prior return approval will not be accepted.

Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item.

Return Address

Returns must be sent to the address provided during the return approval process:

📍 Brezovsko shosse 180
Plovdiv 4000, Bulgaria

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item:

  • Arrives damaged
  • Is defective
  • Is incorrect or incomplete

You must contact us within 48 hours of delivery at info@eustoves.com, providing:

  • Photos of the product and packaging
  • Your order number

We will assess the issue and, if confirmed, offer a replacement, repair, or refund at no additional cost to you.

Non-Returnable Items

The following items cannot be returned:

  • Custom, made-to-order, or special-order products
  • Products damaged due to improper installation or misuse
  • Sale items and gift cards
  • Products classified as hazardous or flammable, if opened or used

If you are unsure whether a product is eligible for return, please contact us before ordering.

Exchanges

We do not offer direct exchanges.

The fastest way to receive a different product is to:

  1. Request a return for the original item
  2. Place a new order once the return is approved

European Union — 14-Day Right of Withdrawal

In accordance with EU consumer protection law, customers within the European Union have the right to withdraw from their purchase within 14 days of delivery, without providing a reason. If your order is delivered in multiple shipments, this 14-day period begins from the date you receive the last item.

To exercise this right:

  • You must notify us of your decision to withdraw within the 14-day period, using your account at https://account.eustoves.com or by emailing info@eustoves.com
  • You must then send the item back to us within 14 days of notifying us
  • You may inspect and handle the product only to the extent necessary to establish its nature and characteristics, as you would be able to in a physical store

Return shipping costs under the right of withdrawal are borne by you, the customer.

If you withdraw under this right, we will refund the price you paid for the product, along with the cost of standard delivery. If you chose an upgraded or express shipping option, we will only refund the cost of our standard delivery option; you will not be reimbursed for the difference.

This right does not apply to custom-made or personalized products.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • We will issue your refund within 14 calendar days of receiving the returned item, or of receiving evidence that you have sent it back, whichever is earlier
  • Refunds are issued to the original payment method
  • Your bank or card provider may require additional time to complete the transaction and make the funds available in your account

If more than 14 calendar days have passed since we received your return and you have not received your refund, please contact us at info@eustoves.com.

Contact

For any questions regarding returns or refunds, please contact us:

👉 Customer account: https://account.eustoves.com
📧 Email: info@eustoves.com