Shipping & Returns
Overview
Our products are produced in small batches or made to order, with careful attention to detail and finishing.
We comply fully with applicable EU consumer protection legislation, including the right of withdrawal for eligible products.
If an item arrives damaged, defective, or incorrect, we will address the issue in accordance with the procedures described below.
Shipping
1. Shipping Area
Transport costs within the European Union are included in the selling price. For countries outside the EU, the delivery period and delivery price are calculated by the website platform.
All deliveries are handled via trusted third-party courier services operating in accordance with applicable postal and transport regulations.
2. Production & Lead Times
Our products are produced in small batches or made to order. Production and preparation times may vary depending on the delivery address, items and quantity ordered.
Estimated timelines are displayed during checkout or communicated by email for custom or non-standard requests.
3. Delivery Timeframes
Delivery within the European Union is typically completed within 3 to 5 business days from order confirmation, unless otherwise stated.
Orders are not shipped or delivered on weekends or official public holidays.
Once your order is dispatched, you will receive a confirmation email.
4. Local Pickup
Local pickup may be available in Bulgaria by prior arrangement.
If applicable, this option can be discussed during the ordering process.
Returns & Refunds
1. Right of Withdrawal
In accordance with EU consumer protection law, you have the right to withdraw from a distance sales contract within 14 days of receiving the goods, without stating a reason, except where legal exclusions apply.
The right of withdrawal does not apply to:
- products made to order or manufactured according to individual customer requirements.
To exercise the right of withdrawal, you must notify us in advance by email at info@ambiental-e.com, providing:
- your order number;
- your full name and contact details;
- the value of the order;
- bank details for the refund, where applicable.
Returned items must be unused, in original condition, and in their original packaging.
Return shipping costs are borne by the customer.
Refunds are processed within 14 business days of receiving the returned goods and verifying compliance with the return conditions.
2. Damage or Defect During Transport
If your item arrives damaged as a result of transportation, you must:
- accept the delivery;
- notify us within 24 hours of receiving the goods;
- send an email to info@ambiental-e.com including:
- your order number;
- a detailed description of the damage;
- at least three clear photos showing the defect or damage.
Please do not discard the original packaging until the claim is resolved.
Following review, we may offer a repair, replacement, partial refund, or full refund, depending on the circumstances.
3. Complaints & Non-Conformity
The Seller is responsible for any lack of conformity of the goods that becomes apparent within two years of delivery, in accordance with Directive (EU) 2019/771. Complaints and warranty claims can be submitted via email: info@ambiental-e.com, including photos and proof of purchase. In cases where the defect results from improper use, handling, or storage, the complaint will be rejected and any related transport costs will be borne by the customer.
4. Exclusions
Returns and refunds are not accepted for:
- custom-made or made-to-order items;
- natural variations in color, surface texture, or finish;
- damage resulting from improper use, storage, or installation.
5. How to Contact Us
For all shipping, return, or refund-related matters, please contact us at:
All requests are handled in accordance with applicable law and within statutory timeframes.
6. Return Form for Purchased Goods
Download the return form as a print-ready PDF file.
