Refund policy

When purchasing from the online store www.askona.bg, you have the statutory right of withdrawal from the contract under the Consumer Protection Act (transposing Directive 2011/83/EU). You may return new, unopened (for health/hygiene reasons, where applicable) and undamaged products, subject to inspection and verification by our technical department, within 14 days from the date of delivery to you or your representative — for an exchange or refund.

To meet the return deadline, it is sufficient to send your return request before the 14-day period expires. You may complete and submit a return form on our official website www.askona.bg, call +359 894720850 or write to hello@askona.bg.

Please note that the return period for a refund on mattresses is 14 days from the date of delivery and applies only if the mattress was used with a protective cover purchased from Askona, which ensures the mattress remains free of dirt and leaks.

In the case of a return in compliance with the conditions, you will receive a full refund of the purchase price, including delivery costs, if applicable, for products purchased through the online store www.askona.bg (Askona will refund only the amount corresponding to standard delivery, even if you paid for a special — e.g. expedited and/or insured — delivery, with the exception of any service fees, if applicable).

For a return or exchange, you can visit the local Askona store where the product was purchased; otherwise, we will arrange for the product to be collected from you, or you may send the product back or hand it over to our affiliated courier no later than 14 days from the date you informed us of your return request. In this case, you will bear the direct return shipping costs.

A return of a product in proper condition is possible if its appearance (packaging), consumer properties, and the document confirming the fact and conditions of purchase are preserved.

The Customer is not entitled to refuse a product of proper quality that has individually determined characteristics, if the product can be used exclusively by the Customer who purchased it (including non-standard sizes (at the Customer’s request), fabrics, etc.).

When purchasing a bed, it is made to order for the Customer (fabric, accessories (if any)) and is considered a product with individually determined characteristics. Please note that proof of purchase is required for all returns.

We undertake to cover the cost of delivery if the return is due to a defect in the product, in accordance with our warranty policy. All returned products are subject to inspection and verification by our technical department. If the product shows defects or damage caused by the Customer, or otherwise does not comply with our return and exchange policy, the return or exchange will be refused.

Askona does not accept returns of the following product categories:

• products whose price depends on fluctuations in the financial market, which we cannot control and which may occur during the return period;
• products made to the consumer’s specifications or custom-made products;
• products that are likely to deteriorate quickly or have expired;
• sealed products that cannot be returned for health or hygiene reasons and that were unsealed after delivery;
• products which, after delivery, due to their nature, are inseparably mixed with other products.