Conditions for returns and claims

Last update: 10.03.2026

It is important to bear in mind that the products offered are food products (flavourings, sauces and related items), for which special regulatory requirements apply under current food legislation.

1. Right of withdrawal (online purchases)

  1. When you buy as user (natural person), you have the right to withdraw from the distance contract within 14 (fourteen) days, from the date of receipt of the products, under the terms of the Consumer Protection Act (CPA), except in the cases under Article 57 of the CPA.

  2. According to the CPA, no right of refusal At:

    • goods which, by their nature, are liable to deteriorate or have a short shelf life;

    • sealed goods that cannot be returned for health or hygiene reasons when unsealed after delivery.

  3. Due to the nature of the products (food mixtures) we offer, return is only possible for goods in undamaged, sealed original packaging, free from signs of opening, tearing, damping, contamination or other damage, and within the expiry date.

2. Conditions for returning products

For the return to be accepted:

  1. The product should be:

    • in its original undamaged packaging;

    • free from traces of use, opening or improper storage;

    • in their full commercial form (including labels, markings).

  2. The product must be returned to reasonable time, but no later than 14 days from the date on which you requested the refusal.

  3. Returned products are subject to inspection. If a breach of the above conditions is found, the Supplier may refuse to accept the return or offer a partial refund.

3. Procedure for exercising the right of withdrawal

  1. In order to exercise your right of withdrawal, you need to notify us before the expiry of the 14-day period, by sending a message to sale@capsiobg.com with the following information:

    • order number;

    • Names;

    • phone and email;

    • Address;

    • which products you wish to return;

    • date of receipt of the order.

  2. In reply, you will receive return instructions and an address to send the products to.

  3. The cost of returning the goods (courier costs) shall be borne by the User, unless expressly agreed otherwise.

4. Refunds

  1. Upon receipt and review of the returned goods, subject to the conditions, we will refund the amount you paid for the product(s) within 14 days, by the same payment method used for the order (unless another method is expressly agreed).

  2. We may withhold the refund until we receive the goods back or until you provide proof that you have sent them, whichever is sooner.

  3. When the order was with delivery included, the Supplier shall refund:

    • the value of the product(s);

    • in certain cases, the amount for delivery to the customer, in accordance with the CPA (the cheapest standard method of delivery). Additional costs for more expensive delivery methods (e.g. express) are not refundable.

5. Claims in case of defect or non-conformity

  1. If you receive a product with visible defect, packaging damage or non-conformity with the order (different product, shortages, etc.), please:

    • take pictures of the product and packaging;

    • notify us immediately (preferably by 48 hours of receipt) of sale@capsiobg.com, by specifying the order number and the description of the problem.

  2. In the event of a valid claim, at your option and in accordance with the law, we may:

    • replace the product with a new one;

    • refund the amount paid;

    • offer another reasonable form of compensation.

6. Non-returnable goods

For hygiene and health reasons, non-refundable:

  • products with opened or damaged original packaging;

  • products stored apparently improperly after delivery (moisture, extreme temperatures, etc.);

  • products with an expiration date that occurred after delivery due to inaction of the consumer.

7. Contact for returns and claims

For all questions related to returns, claims and right of withdrawal, you can contact us at:

Kapsio BG Ltd.
Email: sale@capsiobg.com
Website: capsiobg.com