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Product return policy

Last Updated: November 5, 2025

This policy outlines the terms and procedures under which Koren customers may return a purchased product, as well as the rights and obligations of both parties. This policy is drafted in accordance with the Consumer Protection Act of the Republic of Bulgaria and applicable European Directives.

 

1. 60-Day Right of Return

 

At Koren, we believe that every customer should have the opportunity to test their product thoroughly and ensure it fully meets their expectations. Therefore, we provide an extended 60-day return period, starting from the date of product receipt.

If the customer decides within this period that the product does not meet their needs, they may return it without providing a reason. This right does not limit the statutory 14-day right of withdrawal; rather, it extends it.

 

2. Conditions for Return

 

For a return to be accepted, the following conditions must be met:

  • The product must be returned in its original packaging or in packaging that provides adequate protection during transit;

  • It must not be seriously damaged, broken, or show visible signs of improper use;

  • It must be cleaned and in a safe condition, suitable for re-evaluation or resale;

  • All accessories, cables, manuals, and other included components must be returned together with the product.

A product that has been intentionally damaged, improperly used, or repaired by an unauthorized person is not eligible for a return or refund.

 

3. Return Procedure

 

The customer sends a written notification to the email: support@mykoren.com, indicating:

  • Name and order number;

  • Reason (optional);

  • Date of receipt;

  • Bank account or method for refund.

Our team will confirm the request and provide return instructions, including the delivery address. Once the product is received and inspected, the full amount paid will be refunded within 14 days via the original method of payment.

 

4. Return and Shipping Costs

 

The cost of returning the product is covered by Koren when the return is within the 60-day testing period. In the event of a return after the 60-day period (if explicitly approved), transportation costs may be borne by the customer. All initial deliveries to the customer within the territory of the Republic of Bulgaria are free of charge.

 

5. Damaged or Defective Products

 

In the event that a customer receives a damaged or defective product, they should notify Koren within 7 days of receipt. The product will be replaced free of charge or, if the customer prefers, a full refund will be issued.

 

6. Exceptions

 

The right of return does not apply in the following cases:

  • Products with mechanical damage caused after delivery;

  • Products that have been processed or modified by the customer;

  • Products that have been visibly used for a long period and are not suitable for reuse due to hygiene or technical reasons;

  • Consumables such as nutrients, substrates, seeds, or filters, unless they were delivered defective.

 

7. Customer Responsibility

 

The customer is responsible for the safe packaging and transportation of the product back to us. We recommend using a courier with a tracking service. Koren is not responsible for lost or damaged shipments during the return process when the shipment was not sent using a courier chosen by us.

 

8. Approval and Changes

 

Koren reserves the right to make changes to this policy as necessary to ensure full compliance with legislation and best consumer protection practices. Any update will be published promptly on our website.

 

9. Contact Information

 

For questions, return requests, or additional information, customers may contact us at:

We want every customer to experience the true pleasure of nature at home. Our return policy is designed to ensure transparency, security, and trust – because the connection with nature begins with the trust between us and you.

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