Refund policy
RETURNS & REFUND POLICY
Effective Date: 27.02.2026
At Festival Guru, we strive to ensure your satisfaction with our products. If for any reason you are not completely satisfied with your purchase, please review the policy below.
We accept returns within 14 calendar days from the date of delivery.
To be eligible for a return, the item must be unworn, unused, undamaged and in its original condition. All original tags, labels, seals and packaging must be intact and included. A valid proof of purchase, such as an order confirmation or receipt, must be provided.
Certain items are non-refundable, including downloadable digital content, gift cards or vouchers, and products marked as “sale.”
To initiate a return, please contact us at info@festival-guru.com with the subject line “Refund Request” and include your order number, a description of the reason for return, and supporting documentation if applicable (such as photos in case of damaged or defective items).
Returned products must be shipped to:
KALLA EOOD
24 Ivan Denkoglu Street
Sofia 1000
Bulgaria
Customers are responsible for return shipping costs unless the item received is defective or incorrect. We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.
For international orders, customs duties and import taxes are non-refundable. If a shipment is refused due to unpaid customs fees, any return shipping charges, customs penalties or related costs may be deducted from the refund amount.
Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 14 business days to the original method of payment. If payment was made in cash to the courier upon delivery, you must provide a valid IBAN where the refund can be transferred.
If you have not received your refund within 14 business days after approval, please first check with your bank or payment provider. If the issue persists, contact us at info@festival-guru.com and we will assist you.
We do not offer direct exchanges. If you wish to change a size or product, you must return the original item and place a new order. We strongly recommend reviewing size, color and product details carefully before completing your purchase.
If you receive a damaged or incorrect item, please contact us immediately so we can resolve the issue as quickly as possible.
We reserve the right to modify or update this Returns & Refund Policy at any time. Any changes will be posted on this page with the updated Effective Date.
For any questions regarding this policy, please contact us at:
Festival Guru
24 Ivan Denkoglu Street
Sofia 1000
Bulgaria
Email: info@festival-guru.com