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You can return your purchase within 14 days of receipt without giving a reason.
Withdraw from the contract here
Online withdrawal in 3 steps
- Click "Withdraw from the contract here" (the button above and at the bottom of every page) and enter the order number and the email you ordered with. If you have an account, select the order from "Order history".
- Tick the products you are returning. Optionally, enter an IBAN for the refund and why you are returning the product – your feedback helps us but is not required.
- Click "I confirm the withdrawal". You will immediately receive a confirmation by email.
Sending the goods
- Send them within 14 days of the withdrawal to: Newviva Ltd, Bozhurishte, Economic Zone, 3 Simeon Petrov St. (Metrika Warehouse Base), tel. +359 887 132 548.
- The cost of returning the goods is borne by you. You choose the courier and the shipping method.
- The goods should preferably be in their original packaging and show no signs of use. If there are visible signs of use, we may deduct the cost of cleaning or repair needed to make them fit for sale again.
Refund
We refund the price and the standard delivery cost within 14 days of the withdrawal, to the bank account you provide (if you paid by card and do not provide an account – back to the card). We may wait until we receive the goods or proof that they have been sent.
Other ways to withdraw
You can also withdraw using the withdrawal form or with a free-text letter to office@newviva.bg.
Complaints and Service
If the product is defective, this is not a withdrawal but a complaint: write to rma@newviva.bg with photos, a short description and proof of purchase.
Information on the right of withdrawal
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods (for several goods delivered separately – of the last one).
To exercise this right, you must inform Newviva Ltd (Sofia, 16 Aleksandar Malinov Blvd., floor 3, office 2, tel. +359 2 426 54 32, office@newviva.bg) of your decision by an unequivocal statement. The easiest way is the "Withdraw from the contract here" function on the website – you will then immediately receive a confirmation by email. You may also use the attached form, but this is not obligatory.
To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired.
Effects of withdrawal
If you withdraw, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery), without undue delay and in any event not later than 14 days from the day on which we are informed of your withdrawal. The refund is made to the bank account you provide, and if you paid by card and do not provide an account – back to the card. You will not incur any fees as a result of the refund. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.
Send the goods back without undue delay and in any event not later than 14 days from the withdrawal to: Newviva Ltd, Bozhurishte, Economic Zone, 3 Simeon Petrov St. (Metrika Warehouse Base), tel. +359 887 132 548. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.