Returns & Refunds

At MEXESS, we want you to love every purchase. This page explains how returns, exchanges, refunds and your statutory rights work. It follows EU consumer protection law (Directive 2011/83/EU) and the Bulgarian Consumer Protection Act.

Who are we?

MEXESS LTD, Markova banya 5, 1614 Sofia, Bulgaria
UIC: 207263027 · VAT: BG207263027
Email: support@mexess.com · Phone: +359 895 332 456

What is your return period?

You can return any product within 30 calendar days of receiving your order. If your order arrives in several parcels, the period starts when you receive the last one.

The 30-day period is our own commercial return policy. Customers in the European Union also have a statutory 14-day right of withdrawal (see below). Our policy adds to that right and does not limit it.

What are the conditions for a return?

Please return items unworn, unwashed and undamaged, with their original tags and packaging where possible.

You may handle and try on items the way you would in a shop. If an item shows wear, washing or damage beyond that, we may reduce your refund by the loss in value. For returns made only under our 30-day policy, after the statutory 14 days, we may refuse items in that condition.

How can I return or exchange an item?

Start in our Returns Portal once your order shows as delivered. Choose the items, the reason, what you would like (a refund or an exchange) and how you want to send them back. We then send you instructions and, if you chose one, your prepaid return label.

Please use the Returns Portal so we can match your parcel to your order. EU customers can also exercise the right of withdrawal by email or with the model withdrawal form (see below).

Can I exchange an item?

Yes, for orders delivered in the European Union. In the Returns Portal, choose "Replace with another size or colour" and pick the new size or colour from what is in stock. We reserve the new item for you as soon as we approve your request and send it once we have received and checked the original. Delivery of the new item is free.

For an exchange, the whole order counts towards free returns, because you keep its full value. If your order is below the free-returns amount for your country (see the table below) and you use our prepaid return label, you pay the return fee shown in the table. We email you a secure payment link, and we send the new item once the fee is paid.

Outside the EU, or if the item you want is not in stock, return the original product and place a new order.

Are returns free?

Yes, for eligible orders in the European Union. Your return is free when both of these apply:

• You send the parcel with our prepaid return label, and
• The items you keep from the order are worth at least the amount shown for your country below (after discounts).

Example: you order items worth €100 and return items worth €40. You keep €60, which is above €40, so the return label is free.

If the items you keep are worth less than that amount, or you return the whole order, the return label fee for your country is deducted from your refund. If you send the parcel with a courier of your own choice, you pay the shipping yourself.

Free returns and prepaid labels are not available outside the European Union or in EU countries that are not listed above.

What return shipping options are available?

Customers in the European Union
Prepaid return label: available in the countries listed above. It is free for eligible orders; otherwise, its fee is deducted from your refund.
Courier of your choice: you pay the shipping yourself. Please use a trackable service, pack the parcel securely and share the tracking number with us.

Customers outside the European Union
You can return your parcel only with a courier of your choice. Please use a trackable service, pack the parcel securely and share the tracking number with us. Return shipping, customs duties and import charges must be fully prepaid by you. We do not provide prepaid return labels for non-EU returns.

Please keep your proof of postage until your refund arrives.

What is your return address?

MEXESS LTD, Markova banya 5, 1614 Sofia, Bulgaria
Phone: +359 895 332 456

EU right of withdrawal (14 days)

If you are a consumer in the European Union, you can withdraw from your purchase within 14 days without giving any reason.

• Deadline: 14 days from the day you, or someone you name other than the carrier, receive the goods. For an order delivered in several parcels, 14 days from the last parcel.
• How: tell us clearly that you withdraw. Start a return in the Returns Portal, email support@mexess.com, or send us the model withdrawal form (PDF). Before your order ships, you can also use the "Withdraw from contract" button in the Returns Portal. Sending your withdrawal before the deadline is enough.
• Sending the goods back: within 14 days of telling us, to the address above.
• Return costs: you pay the direct cost of sending the goods back, unless the return is free under the rules above.
• Refund: we refund all payments, including the original standard delivery cost when you withdraw from the whole order, within 14 days. If you chose a more expensive delivery than our cheapest standard option, we refund only the cost of the standard option. We refund only after we have received the goods back and checked them.
• Payment: we refund with the same payment method you used. Orders paid by cash on delivery are refunded by bank transfer. You pay no fees for the refund.
• Loss in value: you are liable only for any loss in value caused by handling the goods more than needed to check their nature, characteristics and fit.

Are there items that cannot be returned?

Yes. The right of withdrawal and our return policy do not apply to:

• Items made to your specifications or clearly personalised, such as custom prints
• Sealed items that cannot be returned for health or hygiene reasons once unsealed
• Gift cards

What if an item is damaged, defective or incorrect?

Please check your order when it arrives. If the parcel is damaged or the item is incorrect, let us know within 48 hours so we can sort it out quickly. In these cases we cover the return shipping.

You also have a statutory legal guarantee of conformity for 2 years from delivery. If an item is faulty or not as described, you are entitled to a free repair or replacement and, where that is not possible, a price reduction or a refund. These rights apply in addition to this policy. Email us at support@mexess.com with photos and a description of the issue.

Can I cancel my order?

You can cancel an order that has not shipped yet with the "Withdraw from contract" button in the Returns Portal, or by emailing us. After it ships, please return it as described above. Your 14-day right of withdrawal still applies.

Promotions and refunds

If you return items from an order that qualified for a promotion (such as a multi-buy discount or free shipping), your refund is recalculated based on the order value after the return. If the items you keep no longer meet the promotion conditions, the discount or the shipping cost is deducted from your refund.

When will I receive my refund?

After we receive and check your return, we email you the outcome. If the return is approved:

• Card and online payments are refunded to your original payment method.
• Cash on delivery orders are refunded by bank transfer to the account (IBAN) you enter in the Returns Portal.
• Instead of money, you can choose a discount code in the Returns Portal. It is a one-time code for the value of the returned items, minus any return fee, and is sent by email once we have received and checked your return.
• We send the refund within 14 days of receiving the returned items. Your bank may need a few extra days to show it.
• Original shipping charges are not refunded, except when you withdraw from the whole order under the EU right of withdrawal.

What if we cannot agree?

Please contact us first at support@mexess.com, and we will do our best to help. You can also contact the Bulgarian Commission for Consumer Protection (kzp.bg), use an out-of-court dispute resolution body, or find your national consumer authority on the European Commission's consumer redress page.

Returns Portal