Returns and Right of Withdrawal
Last updated: 12 November 2026
The Bulgarian version of this page is authoritative. Translations into other languages are provided for convenience only; in the event of any discrepancy between a translation and the Bulgarian text, the Bulgarian text shall prevail.
Who the trader is
The online shop "Gemba Kids" (https://gembakids.com) is operated by:
- GEMBA EOOD, UIC 208656371, VAT number BG208656371
- Registered office and address of management: бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria)
- Email: [email protected]
- Managing Director: Slavcho Ivanchev Ivanov
Your right of withdrawal
As a consumer, you have the right to withdraw from the contract within 14 days without giving any reason. The right of withdrawal is governed by Directive 2011/83/EU and the Bulgarian Consumer Protection Act (ZZP).
The 14-day period runs from the day on which you, or a third party other than the carrier and indicated by you, take possession of the goods. If you have ordered multiple goods in one order and they are delivered separately, the period runs from receipt of the last item.
To meet the withdrawal deadline, it is sufficient for you to send your notice of withdrawal before the period has expired.
How to withdraw: step by step
Step 1: Notify us
Choose one of the following methods:
- Website function: use the "Withdraw from contract" function at https://gembakids.com/withdraw.
- Email: send a clear statement that you are withdrawing from the contract to [email protected].
- Model form: complete the model withdrawal form at the end of this page and send it to us by email.
Use of the form is not mandatory. Any clear statement of withdrawal is sufficient. To help us process your withdrawal more quickly, please state your order number and the goods you are returning.
Step 2: Receive confirmation
Once you have sent your notice of withdrawal, you will receive a confirmation by email. The confirmation also states the address to which you must return the goods.
Step 3: Return the goods
Send the goods back without undue delay and no later than 14 days from the day on which you notified us of your withdrawal. The deadline is met if you send the goods before the period has expired.
The only return address is:
бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria)
Important:
- Do not send goods to China or to any other address, even if such an address appears on the parcel or the packaging. Goods sent to any other address may not reach us.
- Use a tracked delivery service.
- Keep the receipt or proof of postage and the tracking number until you have received your refund.
- Pack the goods so that they are not damaged in transit.
Step 4: Receive your refund
Refunds are described in the "Refunds" section below.
Return costs
If you exercise your right of withdrawal, you will bear the direct cost of returning the goods. The amount of this cost depends on the carrier you choose and the country from which you are sending the goods. Information that return costs are borne by you is also shown in a notice before payment when you place your order.
This does not apply to goods that are defective, damaged or different from those ordered. For such goods, please see the section "Defective, damaged or incorrect goods".
Handling the goods
You may inspect and try the goods as you would in a shop in order to establish their nature, characteristics and functioning. You are liable for any diminished value of the goods resulting from handling other than what is necessary for this purpose. In that case, the amount refunded may be reduced accordingly.
We recommend that you:
- keep the labels and original packaging, if possible;
- do not wash, wear for extended periods or use the goods before deciding whether to keep them.
Sizes: Sizes follow the supplier's size charts and are often smaller than European sizes. Before ordering, please check the size information on the product page.
Information about the manufacturer and the person responsible for product safety in the EU: {{TBC_GPSR}}
Refunds
If you withdraw from the contract, we will reimburse all payments received from you without undue delay and no later than 14 days from the day on which we received your notice of withdrawal.
We will refund:
- the price of the returned goods;
- the delivery costs, if you paid any, with the exception of any additional costs arising from your choice of express delivery instead of standard delivery. Standard delivery is free of charge.
Refund conditions:
- The refund will be made using the same means of payment that you used (bank card or PayPal), unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
- We may withhold the refund until we have received the goods back or until you have supplied evidence of having sent them, whichever is the earlier.
- The refund may be partial, for example if you return only some of the goods in your order or if the value of the goods has diminished as a result of handling other than what was necessary.
- The time it takes for the amount to appear in your account depends on your bank or payment service provider.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided for by law, including:
- sealed goods which have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. This may apply, for example, to certain baby and maternity products;
- goods made to the consumer's specifications or clearly personalised to their individual requirements.
If an item falls within an exception, this does not affect your rights where the item is defective, damaged or different from what you ordered.
Defective, damaged or incorrect goods (legal guarantee)
Independently of the right of withdrawal, you have rights under the legal guarantee of conformity in accordance with Directive (EU) 2019/771 and the applicable national legislation. The legal guarantee lasts for at least 2 years from delivery.
If the goods do not conform to the contract, for example if they are defective, damaged or different from what you ordered, you are entitled to:
- repair or replacement;
- a price reduction; or
- termination of the contract.
These remedies are free of charge for you.
How to make a complaint
- Contact us first at [email protected] before sending the item.
- State your order number and describe the problem. For defects and damage, please attach photos.
- We will reply without undue delay and no later than 14 days, and will give you instructions on how to proceed.
- If you need to return the item, please follow our instructions. We will reimburse you for the reasonable costs of sending such an item.
Refunds in respect of complaints are also made to the means of payment you used.
Contact
For any questions about returns, withdrawal from the contract and complaints, please write to [email protected]. Please always state your order number.
These terms do not limit the mandatory rights you have under the consumer protection legislation of the country in which you live.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: GEMBA EOOD бул. Княз Борис I № 109, ет. 13, ап. 50, 9002 Варна, България (Bulgaria) Email: [email protected]
I/We\ hereby give notice that I/We\ withdraw from my/our\* contract of sale of the following goods:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Ordered on\/received on\: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Order number (optional): \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Name of consumer(s): \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Address of consumer(s): \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Signature of consumer(s) (only if this form is submitted on paper): \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Date: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\* Delete as appropriate.