Returns & Reimbursement
At Percenta, every customer is valuable to us, and we deeply respect and appreciate your trust in our products and services. We are committed to offering the highest-quality and most innovative products, carefully preparing and packaging each order with great attention to detail.
- However, we understand that sometimes things may not go as planned. If you need to return an order or withdraw from your purchase, we will accept it back and refund your money as soon as possible, under the conditions outlined in the Right of Withdrawal section.
- If you have received a defective or damaged product, we sincerely apologize for the inconvenience. We will compensate you as soon as possible in accordance with the Warranty & Defective Products section.
- In the rare case that you receive incorrect products (not what you originally ordered), we will promptly correct our mistake and compensate you for the misunderstanding, as outlined in the Wrong Products section.
- When a refund is required, we ensure that it is processed without unnecessary delays, following the conditions stated in the Refunds section.
We always appreciate it when customers share their reasons for returning a product. Your feedback helps us improve and continue delivering the best possible service. Thank you for being part of our journey—we truly value you!
You have the right to return a purchased product within 14 days from the date you received it.
To initiate a return, you must inform us of your decision before the 14-day period expires by sending us an email with a clear and unambiguous statement that you wish to return the purchased product. We will respond as soon as possible and provide you with detailed instructions on the next steps in the return process.
Once you have notified us of your withdrawal, you must send the product back to our designated return address no later than 14 days from the date of your notification.
Return Conditions
- The returned product must be unused, unopened, in good condition, and in its original, undamaged packaging, including all original labels, accessories, and additional components.
- If you received a gift or free accessories along with your order, these must also be returned.
- If the product shows signs of use, damage, packaging violations, or any alterations from its original condition, we may partially withhold the refund to cover any depreciation.
Refund Process
Once we receive the returned product and confirm that it meets the required conditions, we will process your refund within 14 days. The refund will be issued via the same payment method used for the purchase. Please note: Shipping costs for the return are at your expense in all cases.
We strive to ensure that all our products reach you in perfect condition. However, in case of damage or defects, please follow the instructions below to ensure a smooth resolution.
Checking Your Package Upon Delivery
- Please inspect your package upon arrival. If you notice any damage, contact us immediately with a description of the issue and clear photos showing the damaged packaging and/or products.
- If the package is visibly damaged upon delivery (e.g., torn packaging or other obvious defects), please note this on the courier’s delivery receipt before accepting the package.
- To ensure a timely resolution, report any damages or discrepancies as soon as you receive your package.
Reporting a Defective Product
- If you discover a defect while using the product (e.g., a non-functioning spray), please inform us as soon as possible, but no later than 7 days after receiving the item.
- In case of a damaged shipment, broken products, or any other issues, you must notify us immediately upon receiving the package. This is necessary for us to compensate you and to file a claim with the courier service.
Replacement & Compensation
- If your claim is valid, we will replace the defective or damaged product and send it to you at no additional cost.
- We will review and respond to your claim as quickly as possible, ensuring you receive a fast and efficient resolution.
We strive to ensure that you receive exactly what you ordered. However, if you receive incorrect or missing items, please follow the steps below for a quick resolution.
Checking Your Package Upon Delivery
- Please inspect your package as soon as it arrives. If you notice that one or more incorrect products have been sent or that an item is missing, contact us immediately with a description of the issue and clear photos showing the discrepancy.
- To ensure a smooth resolution, you must notify us within 24 hours of delivery.
Replacement & Compensation
- If your claim is valid, we will correct the mistake and send you the correct products at no additional cost.
- We will respond to your claim as quickly as possible and do everything we can to resolve the issue efficiently.
If a refund is necessary due to a returned product or for any other reason, we will process the refund using the same payment method you originally used for the purchase.
We will issue the refund no later than 14 days from the date we receive the returned product or from the date we confirm compensation.
If you wish to receive your refund via a different payment method, you must send us an email with a clear request stating your preference. In such cases, we reserve the right to verify the payment details before processing the refund.
If you need to return a product, please send it to the following address:
📍 Percenta Ltd.
2B Dimitar Talev str.
4004 Plovdiv, Bulgaria
Please note that return shipping costs are the responsibility of the customer, and the return must be prepaid. We do not accept packages sent with cash on delivery (COD).
For a smooth return process, kindly ensure the package meets our return conditions and includes all necessary items. If you have any questions, feel free to contact our support team.
For full details on returns and claims, please read our Terms & Conditions.