Complaints Regarding Services and Products
1.If the result of a service does not meet your expectations, please notify us within 24 hours of your appointment. We will be happy to discuss the issue with you and explore solutions to correct the outcome in a way that ensures your satisfaction. Please note that payments for services already rendered are not refundable.
2.If you believe that a product does not meet the individual or objective requirements for conformity under the contract, you have the right to file a complaint. You may request that we bring the product into conformity, replace it, apply a proportional reduction in price, or cancel the contract.
3.These rights can be exercised within two years from the date of delivery and are governed by Chapters Three and Four of the Bulgarian Law on the Provision of Digital Content and Digital Services and the Sale of Goods. Here’s how to proceed:
- Bring the product to any of our salons. We will assist you in completing the complaint form.
- Fill out the complaint form. You can download it (here]. Clearly describe the defect and your preferred resolution.
- Send the defective product along with the completed form and proof of purchase (e.g., receipt) via a postal operator to: Sofia, 3 Graf Ignatiev St., floor 1.
- After sending it, email a photo of the receipt for the courier service to our official email address. If your complaint is approved, we will reimburse the return shipping costs.
4.We aim to process complaints within a few days; however, in some cases, it may take up to 30 days.
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