Return conditions

1. Notify us within 14 days of receiving the product(s) that you want to cancel your order. You can do this in the following ways:
– by filling out the electronic cancellation or replacement form (available below);
– by sending a message to DIOGEN through the contact form;
– by email to DIOGEN’s email address in free text;
– in any of the other ways specified in Art. 33 of the General Terms and Conditions..

You are not required to tell us your reason for canceling the order/returning the product, but we would appreciate it if you did.

2. You will receive confirmation that we have received your notification.
3. Prepare the product in its complete and preserved commercial form. If we cannot identify the product, it is not in its entirety, or it is of unsafe commercial appearance, the refusal may not be satisfied. The cash receipt or other payment document should accompany the shipment.
4. Send the product and the payment document to the address: 63 Borisova str., Ruse 7012, Bulgaria within 14 days of the notification under point 1. Return costs are at your expense.
5. Please DO NOT send products by courier at our expense (Cache on Delivery option – COD). Products sent in poor condition or with a condition of payment are subject to refusal of acceptance and return until properly dispatched.
6. After checking, we will let you know if your exercise of refusal is justified or not.
7. If your refusal is reasonable:

– we will refund all payments we have received from you with the exception of delivery costs, in the event that you have chosen a more expensive than the cheapest available delivery option when ordering from the site;
– the payment refund period is 14 days from the date on which you inform us of your decision to cancel the order;
– we have the right to delay refunds until we receive the goods back or until you provide us with evidence that you have sent back the goods, whichever occurs first.
– we will make the refund using the same means of payment used by you to pay for the order, unless you expressly agree otherwise.
– refunds for returned orders paid by voucher are made in accordance with Art. 32a from the General Terms and Conditions.

8. For more information, see Section IX of our Terms and Conditions.
9. If you experience difficulties in exercising your right of withdrawal, please contact us.

    UIC 117634565
    VAT No. 117634565
    63 Borisova str., Ruse 7012, Bulgaria

    Address for returning orders
    63 Borisova str., Ruse 7012, Bulgaria


    Product and Order Data

    Customer Data

    I hereby notify that I wish to exercise my right to:

    (If you paid by debit/credit card, the amount will be transferred to your card, unless you want us to return it to your bank account. If you paid by other means, please fill in your bank account information).

    Information about your bank account