Last updated: April 2026
1. Your Right to Cancel (EU Consumer Rights)
As a customer within the European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right of withdrawal under EU Directive 2011/83/EU, implemented in Bulgarian law.
To exercise this right, you must notify us of your decision to cancel before the 14-day period expires. You can do this by:
- Email: info@vital-garden.com — with subject line “Order Cancellation – [your order number]”
- Using a clear written statement that identifies your order and states you wish to cancel
Once you have notified us, you must return the goods within 14 days of your cancellation notice.
2. Condition of Returned Items
To qualify for a full refund, returned items must be:
- Unused and in original condition
- In original, undamaged packaging
- Complete with all included accessories and components
We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
3. Exceptions — Items That Cannot Be Returned
The following items are exempt from the right of withdrawal once their sealed packaging has been opened, for hygiene and health protection reasons:
- Grow mats / growing pads — once removed from sealed packaging, these come into contact with water, seeds, and plant growth media and cannot be returned for hygiene reasons.
- Seeds (if sold separately) — same hygiene exception applies once packaging is opened.
The LED grow kit hardware (lamp, stand, tray, base, and all components) is fully returnable within 14 days if unused and in original condition.
4. How to Return an Item
- Email us at info@vital-garden.com with your order number and reason for return.
- We will confirm receipt of your cancellation and provide return instructions within 2 business days.
- Pack the item securely in its original packaging.
- Ship it back to our address in Sofia, Bulgaria using a trackable courier service (Speedy or Econt recommended).
- Keep your proof of postage until your refund is confirmed.
Return shipping costs are borne by the customer, unless the item is faulty or was sent in error by us.
5. Refunds
Once we receive and inspect the returned item, we will process your refund within 14 days of receiving the goods back.
Since we primarily operate on a cash-on-delivery (COD) basis, refunds are issued by bank transfer. Please provide your IBAN when requesting a return. Alternatively, we may offer store credit.
We will not issue a refund until the returned goods have been received and inspected.
6. Faulty or Damaged Items
If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery:
- Email: info@vital-garden.com
- Include your order number, a description of the issue, and photos of the damage or defect
For confirmed faults, we will offer:
- A free replacement, or
- A full refund including any return shipping costs
Your statutory rights under Bulgarian consumer protection law (Закон за защита на потребителите) are not affected by this policy. The legal warranty period for physical goods is 2 years from the date of delivery.
7. Orders Cancelled Before Dispatch
If you cancel your order before it has been dispatched, we will cancel it at no charge. Since payment is on delivery (COD), no charge will have been made. Simply email us as soon as possible at info@vital-garden.com.
8. Contact Us
For any questions about returns or refunds, reach us at:
Vital Garden EOOD
Email: info@vital-garden.com
Website: https://vital-garden.com
Response time: within 2 business days
