RETURNS AND REFUND POLICY

Last updated: July 16, 2026

1. 14-DAY RIGHT OF WITHDRAWAL

Where the Buyer is a Consumer, the Buyer generally has the right to withdraw from a distance sales contract within 14 days without providing a reason, unless a statutory exception applies.

For Products, the withdrawal period generally expires 14 days after the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the Product.

Where several Products ordered together are delivered separately, the withdrawal period may begin when the final Product is received, as provided by applicable law.

To exercise the right of withdrawal, the Consumer must send a clear statement of their decision to withdraw to the relevant Seller before the withdrawal period expires.

The Consumer is not required to use a specific form, although a model withdrawal form may be made available through the Platform.

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 for assistance at:

support@hoskay.com

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

Do not send Products to Hoskay’s registered or correspondence address unless you have received express written instructions to do so.

2. RETURNING A PRODUCT AFTER WITHDRAWAL

After notifying the relevant Seller of the decision to withdraw, the Consumer must return or hand over the Product without undue delay and no later than 14 days after communicating the withdrawal.

The deadline is met if the Consumer sends the Product before the 14-day return period expires.

When returning a Product, it should, where applicable:

• be appropriately and securely packaged;

• include its available accessories, components and accompanying items;

• include any available tags and documentation;

• be placed in its original packaging where reasonably possible;

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

The Consumer may inspect and handle the Product only to the extent necessary to establish its nature, characteristics and functioning, in the same manner as would normally be permitted in a physical shop.

The absence of or damage to the original packaging does not automatically result in the loss of the right of withdrawal.

However, the Consumer may be responsible for any diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

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

This does not restrict any mandatory rights available to the Consumer under applicable law.

3. RETURN COSTS

When exercising the right of withdrawal, the Consumer generally bears the direct cost of returning the Product, provided that the Consumer was informed of this obligation before placing the Order.

The Seller will bear the return cost where:

• the Seller has expressly agreed to do so;

• the Consumer was not informed before the Order that the Consumer would be responsible for the return cost;

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

• applicable law requires the Seller to bear the cost.

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

The Consumer should package the Product appropriately, use a suitable method of return and retain proof of postage or shipment until the return and refund process has been completed.

Products should not be returned using cash on delivery or another method that requires the recipient to make an unagreed payment when accepting the parcel.

4. DAMAGED, DEFECTIVE, UNSAFE 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, incomplete or incorrect, contact the relevant Seller as soon as possible.

This type of complaint is separate from the 14-day right of withdrawal. The Consumer’s statutory rights regarding non-conforming Products are not limited by the expiry of the withdrawal period.

Where reasonably possible, please provide:

• the Order number;

• a description of the issue;

• photographs or video of the Product;

• photographs of the packaging and shipping label;

• details of any missing parts;

• information about the remedy requested.

Depending on the circumstances and the requirements of applicable law, the Consumer may be entitled to:

• repair;

• replacement;

• a proportionate price reduction;

• termination of the sales contract and a refund.

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

Where the Product is defective or otherwise not in conformity with the contract, the remedy must be provided without cost to the Consumer, including applicable return or shipping costs.

Hoskay may assist with communication or the technical processing of an agreed remedy. Such assistance does not transfer the Seller’s legal obligations to Hoskay.

5. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The right of withdrawal may not apply to Products or contracts excluded under applicable law, including, where relevant:

• Products made to the Consumer’s specifications;

• clearly personalised Products;

• Products 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 become inseparably mixed with other items;

• sealed audio recordings, video recordings or computer software that were unsealed after delivery;

• newspapers, periodicals or magazines, except for subscription contracts;

• certain digital content where performance has begun with the Consumer’s prior express consent and acknowledgement of the loss of the right of withdrawal;

• other Products or contracts excluded from the right of withdrawal by mandatory law.

For Products offered through Hoskay, this may include personalised artwork and Products featuring a name, photograph, portrait, inscription, individual dimensions, custom colours, custom design or other characteristics created specifically according to the Consumer’s instructions.

A Product is not automatically considered personalised merely because it is handmade or produced after the Order is placed. The statutory exception must genuinely apply to the specific Product.

The Seller must clearly disclose on the Product Page, before the Order is submitted, where a statutory exception to the right of withdrawal applies.

An exception from the right of withdrawal does not restrict the Consumer’s rights where the Product is defective, damaged, unsafe, incorrect or otherwise not in conformity with the sales contract.

If you have questions about whether a Product is personalised or returnable, contact the relevant Seller before placing the Order.

6. SALE AND PROMOTIONAL PRODUCTS

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

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

A Seller may not exclude mandatory Consumer rights merely by marking a Product as a sale, clearance or promotional item.

Products that were reduced because of a specifically disclosed defect may be subject to the rules applicable to that disclosed characteristic. This does not remove the Consumer’s rights in relation to other defects or instances of non-conformity.

7. GIFT CARDS AND GIFT VOUCHERS

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

Where a gift card or voucher has been delivered digitally and performance has begun with the Consumer’s prior express consent, the right of withdrawal may be affected where permitted by law.

Nothing in this section excludes mandatory rights that apply under applicable law.

8. EXCHANGES

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

A Seller is not required to offer a voluntary exchange unless this has been stated on the Product Page or otherwise agreed.

Where a direct exchange is not available, the Buyer may need to return the original Product in accordance with this Policy and place a separate Order for the desired Product.

The availability or price of the replacement Product cannot be guaranteed.

This section does not restrict the Consumer’s statutory right to request replacement where a Product is not in conformity with the sales contract.

9. REFUNDS FOLLOWING WITHDRAWAL

Where the Consumer validly exercises the right of withdrawal, the relevant Seller must reimburse all payments received from the Consumer in relation to the returned Product, including the cost of the least expensive standard delivery method offered for that Product.

If the Consumer selected a more expensive delivery method than the least expensive standard delivery option offered, the Seller is not required to reimburse the additional delivery cost, unless applicable law provides otherwise.

The reimbursement must be made without undue delay and no later than 14 days after the Seller is informed of the Consumer’s decision to withdraw.

The Seller may withhold reimbursement until:

• the returned Product has been received; or

• the Consumer has provided evidence that the Product was sent back,

whichever occurs first, to the extent permitted by applicable law.

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

Where payment was made through Hoskay, the refund may be technically processed through the Platform or the relevant payment service provider on behalf of the Seller.

Once the refund has been submitted for processing, additional time may be required before the amount appears in the Consumer’s bank account or payment card. This period depends on the relevant bank or payment service provider.

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

support@hoskay.com

10. REFUNDS FOR DEFECTIVE OR NON-CONFORMING PRODUCTS

Refunds relating to defective, incorrect or otherwise non-conforming Products are governed by the applicable statutory rules rather than solely by the 14-day right of withdrawal.

Depending on the circumstances, the Consumer may first be entitled to repair or replacement. A price reduction or termination of the sales contract and refund may be available where the conditions provided by applicable law are satisfied.

Where the sales contract is terminated because the Product is not in conformity, the Consumer must not be charged return costs that the Seller is legally required to bear.

Commercial guarantees or voluntary return policies provided by a Seller do not replace or restrict the Consumer’s mandatory statutory rights.

11. ORDERS FROM MULTIPLE SELLERS

Where one Order contains Products from different Sellers, the Products offered by each Seller may be subject to a separate sales contract.

In such cases:

• each return or complaint will be handled by the relevant Seller;

• Products may need to be returned to different addresses;

• return instructions and costs may differ;

• withdrawal periods are calculated according to the delivery of the relevant Products and applicable law;

• refunds may be processed separately;

• one Seller is not responsible for Products supplied by another Seller.

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

12. ROLE OF HOSKAY

Unless Hoskay is expressly identified as the Seller on the relevant Product Page, the sales contract is concluded directly between the Buyer and the relevant independent Seller.

The Seller is responsible for:

• receiving and reviewing withdrawal requests;

• providing the return address and reasonable return instructions;

• assessing complaints concerning defective or non-conforming Products;

• deciding and providing the applicable remedy;

• complying with statutory refund deadlines;

• bearing any return costs for which the Seller is legally responsible.

Hoskay may:

• provide communication tools;

• assist the Buyer and Seller in communicating;

• receive information or evidence concerning a dispute;

• technically process an approved or legally required refund through the Platform or payment provider;

• take action against a Seller that fails to comply with Platform rules or applicable law.

Hoskay’s assistance does not make Hoskay the Seller or transfer the independent Seller’s obligations under the sales contract to Hoskay.

Nothing in this section excludes any obligation or responsibility imposed directly on Hoskay by applicable law.

13. CONTACT

For questions regarding a withdrawal, return, complaint, refund or specific Product, please contact the relevant Seller first using the contact methods associated with the Order.

For technical problems, inability to contact the Seller or assistance with communication, you may contact Hoskay at:

Email: support@hoskay.com

For general legal and administrative enquiries:

Email: office@hoskay.com

When contacting Hoskay, please provide the Order number, the relevant Seller’s name and a short description of the issue.

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