REFUND AND RETURNS POLICY

Last updated: July 16, 2026

1. 14-DAY RIGHT OF RETURN

Where the Buyer is a Consumer, the Buyer has the right to withdraw from the sales contract and request the return of a Product within 14 days from the date on which the Product was received, unless a statutory exception applies.

To exercise the right of withdrawal, you must send a clear statement to the relevant Seller before the 14-day period expires.

The Seller’s contact details and return instructions may be found in the Order information, Order confirmation, Seller profile or through the communication methods available on the Platform.

Where necessary, you may contact Hoskay at:

support@hoskay.com

Hoskay may assist with communication between the Buyer and the Seller, but the Product must be returned to the address provided by the relevant Seller.

Do not send Products to the Hoskay address unless you have received express written instructions to do so.

2. RETURN CONDITIONS

When a Product is returned following withdrawal from the sales contract, the Product should, where applicable:

• be in the condition in which it was received;

• not have been used beyond what is necessary to establish its nature, characteristics and functioning;

• include any available tags, accessories and components;

• be placed in its original packaging where reasonably possible;

• be accompanied by a receipt, invoice, Order number or other proof of purchase.

The absence of or damage to the original packaging does not automatically result in the loss of the right of withdrawal. However, the Buyer may be responsible for any diminished value of the Product caused by handling beyond what is necessary to normally inspect and test it.

Products returned without prior notification to the relevant Seller may not be accepted where they cannot be associated with a particular Order or where the return instructions have not been followed.

3. RETURN COSTS

When exercising the right of withdrawal, the Buyer generally bears the direct cost of returning the Product, unless:

• the Seller has agreed to bear the return cost;

• the Seller failed to inform the Buyer in advance that the Buyer would be responsible for the return cost;

• the Product is defective, damaged, incorrect or otherwise not in conformity with the sales contract;

• applicable law provides otherwise.

Hoskay and the Seller are not required to provide a prepaid return shipping label unless this has been expressly agreed or is required by law.

The Buyer should use appropriate packaging and a suitable shipping method and should retain proof of postage until the return has been fully completed.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your Order as soon as reasonably possible after receiving it.

If the Product is defective, damaged, unsafe, materially different from its description or you have received an incorrect Product, contact the relevant Seller immediately.

Where possible, please provide:

• the Order number;

• a description of the problem;

• photographs or video of the Product;

• photographs of the packaging and shipping label;

• information about the remedy you are requesting.

The relevant Seller is responsible for considering the complaint and providing the applicable statutory remedy.

Hoskay may assist with communication, but such assistance does not transfer the Seller’s legal obligations to Hoskay.

5. PRODUCTS THAT CANNOT BE RETURNED

The right of withdrawal may not apply to categories of Products excluded under applicable law, including:

• Products made to the Buyer’s specifications;

• clearly personalised Products;

• Products that are liable to deteriorate or expire rapidly;

• sealed Products that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery;

• Products that, after delivery, have been inseparably mixed with other items;

• other Products or contracts for which the right of withdrawal is excluded by law.

For Hoskay, this may include personalised artwork, Products featuring a name, photograph, inscription, individual size or design, and other items created specifically according to the Buyer’s instructions.

The Seller must clearly state on the Product Page where a statutory exception to the right of withdrawal applies to the relevant Product.

This exception does not restrict the Buyer’s rights where the Product is defective, damaged, incorrect or otherwise not in conformity with the sales contract.

If you have questions about a particular Product, contact the relevant Seller before placing an Order.

6. SALE ITEMS AND GIFT CARDS

Products purchased at a reduced or promotional price do not automatically lose their eligibility for return solely because they were discounted.

Where the statutory conditions for withdrawal are satisfied, a Consumer may also return a Product purchased at a promotional or reduced price.

Gift cards and gift vouchers may be subject to separate terms and statutory restrictions.

7. EXCHANGES

If you would like a different size, colour or another Product, contact the relevant Seller to confirm whether a direct exchange is available.

Where a direct exchange is not possible, you may need to return the original Product and, after the return has been accepted, place a separate Order for the desired Product.

The availability of the replacement Product cannot be guaranteed.

8. REFUNDS

Once the returned Product has been received and inspected, the relevant Seller will confirm whether the return and refund have been approved.

Where the payment was made through Hoskay, an approved refund may be technically processed through the Platform or the relevant payment service provider.

The refund will generally be made using the same payment method used for the original Order, unless another method has been expressly agreed and does not result in additional costs for the Consumer.

The Seller may withhold reimbursement until the returned Product has been received or until the Buyer has supplied evidence of having sent it back, whichever occurs first, to the extent permitted by law.

After the refund has been processed, additional time may be required before the amount appears in the Buyer’s bank account or on the payment card. This processing time depends on the bank or payment service provider.

If the refund has been confirmed but the amount has not been received within a reasonable period, please contact:

support@hoskay.com

9. ORDERS FROM MULTIPLE SELLERS

Where one Order contains Products from different Sellers, each Product may be subject to a separate sales contract.

In such cases:

• each return request will be handled by the relevant Seller;

• Products may need to be sent to different return addresses;

• return instructions and costs may differ;

• refunds may be processed separately.

Do not send all Products to a single address unless you have received express instructions to do so.

10. CONTACT

For questions regarding a return, refund or specific Product, please contact the relevant Seller first.

For technical problems, where you are unable to contact the Seller or where you require assistance, you may contact Hoskay at:

Email: support@hoskay.com

For general legal and administrative enquiries:

Email: office@hoskay.com

In the event of any discrepancy between the Bulgarian and English versions of this Refund and Returns Policy, the Bulgarian version shall prevail.