Last updated: 16 September 2026
We want you to be satisfied with your purchase from Black Sea Rose. This policy explains how to cancel an order, exercise your right of withdrawal, return a product, report a damaged or incorrect item and request a refund.
This policy applies to purchases made through BlackSeaRose.com and does not limit any mandatory consumer rights provided by applicable law.
1. Contact Us Before Returning a Product
Before returning any product, contact us at:
Please include:
- your full name;
- your order number;
- the product you wish to return;
- the reason for contacting us; and
- photographs, where the product is damaged, defective or incorrect.
Please wait for our return instructions before sending the parcel. The correct return location may differ from our registered office.
Products sent without sufficient identifying information may take longer to process.
2. Cancelling an Order Before Dispatch
If you wish to cancel or change an order that has not yet been dispatched, contact us as soon as possible at office@blacksearose.com.
We will make reasonable efforts to stop the order before dispatch, but we cannot guarantee cancellation after processing has begun.
If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.
3. 14-Day Right of Withdrawal
If you are a consumer within the European Union, you generally have the right to withdraw from an online purchase without giving a reason within 14 days.
The withdrawal period normally begins on the day after you, or a third party designated by you other than the carrier, receives the products.
If products from the same order are delivered separately, the period normally begins after the final product is received.
To exercise your right of withdrawal, you must send us a clear statement before the 14-day period expires. You may send your request by email to:
Your statement should clearly explain that you wish to withdraw from the purchase and identify the relevant order and products.
4. Returning Products After Withdrawal
After informing us of your decision to withdraw, you must return the products without undue delay and no later than 14 days after notifying us.
Returned products should:
- be securely packaged to prevent damage during transport;
- include all parts, accessories and promotional items received with them;
- include the original packaging where reasonably possible; and
- be accompanied by information allowing us to identify the order.
You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you could examine it in a physical shop.
You may be responsible for any diminished value caused by handling beyond what is reasonably necessary to inspect the product.
5. Products Excluded From the Right of Withdrawal
The statutory right of withdrawal may not apply to sealed products that are unsuitable for return because of health protection or hygiene reasons when their protective seal has been removed after delivery.
Depending on their packaging and nature, this may include certain:
- cosmetic products;
- oral care products;
- personal care products;
- body care products; and
- other sealed hygiene-related products.
A product is not automatically excluded merely because it is a cosmetic. The hygiene exception applies only where the legal conditions for that exception are met.
This exclusion does not affect your rights when a product is defective, damaged, incorrect or not as described.
6. Return Shipping Costs
If you return a product because you have exercised your right of withdrawal, you are normally responsible for the direct cost of returning it.
We recommend using a tracked delivery service and retaining the shipping receipt until the return has been completed.
If the product is confirmed as defective, damaged, incorrect or otherwise non-conforming, we will cover or reimburse reasonable return costs where required by law.
We cannot accept responsibility for a return parcel until it has been delivered to the return location provided in our instructions.
7. Refunds After Withdrawal
Where a valid right of withdrawal applies, we will refund:
- the price paid for the returned products; and
- the cost of the least expensive standard delivery method offered for the original order.
Additional delivery costs resulting from your choice of express, premium or another more expensive delivery method are not refundable unless required by law.
We will process the refund without undue delay and generally within 14 days after receiving your withdrawal notification.
We may withhold the refund until we receive the returned products or until you provide sufficient evidence that they have been sent back, whichever occurs first.
8. Refund Method
Refunds are normally made using the same payment method used for the original transaction unless another method is expressly agreed.
You will not be charged an additional fee by us for receiving an eligible refund. However, currency conversion differences or charges imposed independently by banks or payment providers may be outside our control.
After we issue a refund, your bank or payment provider may require additional time to display it in your account.
9. Damaged Products
If your order arrives damaged, contact us as soon as reasonably possible.
Please provide:
- your order number;
- a description of the damage;
- photographs of the damaged product;
- photographs of the outer and inner packaging; and
- a photograph of the shipping label.
Please keep the product and all packaging until we have reviewed the case and provided instructions.
10. Incorrect or Missing Products
If you receive a product that you did not order, or an item is missing from your parcel, contact us promptly at office@blacksearose.com.
After reviewing the order, we will arrange an appropriate solution, such as sending the correct product, supplying the missing item or issuing a refund.
11. Defective or Non-Conforming Products
If a product is defective, not as described or otherwise does not conform to the sales contract, you may be entitled to the remedies provided by applicable consumer law.
Depending on the circumstances, these remedies may include:
- replacement;
- an appropriate price reduction;
- termination of the contract; or
- a full or partial refund.
Consumers within the European Union benefit from the applicable statutory legal guarantee for goods, which is generally at least two years from delivery.
Normal wear, improper storage, accidental damage, failure to follow the manufacturer’s instructions or use for an unintended purpose is not considered a product defect.
12. Allergic Reactions and Product Suitability
Customers are responsible for reviewing the ingredient list and product warnings before use, particularly where they have known allergies or sensitive skin.
An individual sensitivity or allergic reaction does not necessarily mean that a product is defective.
If you experience irritation or an adverse reaction, stop using the product. Seek appropriate medical advice where necessary.
This section does not limit your legal rights if the product was incorrectly labelled, unsafe, defective or otherwise non-conforming.
13. Exchanges
We do not guarantee direct product exchanges. Where an exchange is requested, we may ask you to return the eligible product for a refund and place a new order.
If you receive a damaged, defective or incorrect product, contact us before placing a replacement order.
14. Refused and Unclaimed Parcels
If a parcel is refused without a valid legal reason, is not collected, or cannot be delivered because of incorrect or incomplete information supplied by the customer, it may be returned to us.
Where permitted by law, reasonable original delivery, return delivery or handling costs may be deducted from the refund.
This does not affect your rights where delivery failed because of our error or the carrier’s error.
15. Late or Missing Refunds
If we have confirmed that a refund was issued but it has not appeared in your account:
- check the original payment account;
- contact your card issuer, bank or payment provider; and
- allow for their normal processing time.
If the refund is still missing after completing these checks, contact us at office@blacksearose.com.
16. Business Customers
The statutory 14-day consumer right of withdrawal generally applies to customers acting as consumers and may not apply to purchases made primarily for business or professional purposes.
Business customers should contact us before returning any product.
17. Changes to This Policy
We may update this Returns & Refunds Policy to reflect changes in our services, procedures or legal obligations.
The latest version will be published on this page with its revision date. Updates do not reduce rights already acquired in relation to an existing order.
18. Contact Information
Returns and refund requests should be sent to:
WPT-OFFICE LTD
Company Registration Number: 206788591
VAT Number: BG206788591
Registered address: 31 Tsar Kaloyan Street, 8000 Burgas, Bulgaria
Email: office@blacksearose.com
Please do not send a return parcel to the registered address unless we have confirmed it as the correct return location.