Refund policy

Last updated: 20 October 2026

At Festival Guru, we want you to feel confident when shopping with us. This policy explains your right to withdraw from a purchase, the conditions for returning items, how refunds are processed, and what to do if there is an issue with your order.

This policy applies to purchases made through the Festival Guru online store unless expressly stated otherwise. It does not limit any mandatory consumer rights under applicable law.

1. Right to Withdraw from an Online Purchase

If you are a consumer purchasing online, you generally have the right to withdraw from the contract within 14 days, without giving a reason and without paying a penalty, except in cases specifically provided for by law.

For purchases of goods, the withdrawal period begins on the day you, or a third party designated by you other than the carrier, receive the goods. For orders containing multiple items delivered separately, or an item consisting of several lots or pieces, the applicable statutory rules determine when the withdrawal period begins.

To exercise your right of withdrawal, you must notify us of your decision before the applicable period expires.

2. How to Submit a Withdrawal Request

You can submit a withdrawal request in one of the following ways:

• Through the “Right of Withdrawal” button available in the footer of our online store, once the function is active.

• By emailing info@festival-guru.com, including your order number and a clear statement that you wish to withdraw from the purchase.

When submitting a request through the online function, you will be able to provide your name, the order you wish to withdraw from, and an email address for confirmation.

After you submit your request through the online function, we will send confirmation of receipt to your email address without undue delay and no later than the end of the working day, as required by applicable law.

Using our form or withdrawal function helps us process your request efficiently, but it does not prevent you from exercising your right of withdrawal through another clear and unequivocal statement.

3. Returning Your Items

After notifying us of your withdrawal, you must send or hand back the goods without undue delay and no later than 14 days from the date you notified us of your decision, unless we have offered to collect the goods ourselves.

Return address:

KALLA EOOD
24 Ivan Denkoglu Street
Sofia 1000
Bulgaria

Please include your order number or other information that allows us to identify your purchase.

We recommend using a tracked courier service and keeping your proof of postage until the return process is complete.

Unless applicable law provides otherwise or we have agreed to cover the cost, the direct cost of returning the goods is your responsibility.

4. Condition of Returned Items

Please return items with their available tags, accessories and components, where applicable, and in their original packaging where reasonably possible.

You may try on items only to the extent necessary to establish their size, fit and characteristics, as you would when trying them on in a physical store.

Important Information About the Condition of Returned Items

We do not accept returns of items showing signs of actual use or items that have been damaged, washed, stained with makeup or perfume, marked, affected by unpleasant odours, or otherwise used beyond what is necessary for trying them on.

If the condition of a returned item indicates that it has been handled or used beyond what is necessary to inspect it, we reserve the right to claim compensation for the proven reduction in its value, in accordance with applicable law. This does not automatically remove your statutory right of withdrawal or entitle us to withhold the entire refund.

5. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to certain categories of goods and services where the legal conditions for an exception are met.

These may include:

• Goods made to the consumer’s specifications or clearly personalised.

• Sealed goods that are not suitable for return for health protection or hygiene reasons, where they have been unsealed after delivery and the applicable legal conditions are met.

• Other goods or services for which applicable law expressly excludes the right of withdrawal.

These exceptions apply only where the relevant legal requirements are satisfied.

6. Refunds

When you exercise your statutory right of withdrawal, we will reimburse all amounts required by law, including the cost of standard delivery where applicable.

Refunds will be made without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw from the contract, subject to the statutory conditions allowing us to withhold reimbursement.

For sales of goods, we may withhold reimbursement until we have received the goods back or you have provided evidence that you have sent them back, whichever occurs first, unless we have offered to collect the goods ourselves.

Refunds will be made using the same payment method used for the original transaction, unless you have expressly agreed to another method and this does not result in additional costs for you.

If you selected a delivery method more expensive than the least expensive standard delivery option offered by us, we are not required to reimburse the additional cost above the standard delivery price where permitted by law.

After we have initiated a refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider. We will assist you if an issue arises, but banking delays do not extend the statutory period within which we must make the refund.

7. Defective, Damaged or Non-Conforming Items

If you receive an item that is defective, damaged or does not conform to the contract, please contact us at info@festival-guru.com, providing your order number and a description of the issue. Where possible, please include photographs to help us assess the matter.

We will review your request and inform you of the remedies available under applicable law.

8. Exchanges

If you would like a different size, colour or item, please contact us so we can check availability and explain the available exchange options.

9. Cancelling or Changing an Order Before Dispatch

If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request if the order processing stage allows it. If the order has already been dispatched, you may exercise your applicable statutory rights, including the right of withdrawal where available.

10. Contact Information

For questions about returns, withdrawal requests or refunds, please contact us:

Store: Festival Guru
Email: info@festival-guru.com
Trader: KALLA EOOD
Return address: 24 Ivan Denkoglu Street, Sofia 1000, Bulgaria

Nothing in this policy excludes or restricts any consumer rights granted by mandatory applicable law.