Right of withdrawal

In short

• You have 14 days to withdraw from your order, without giving a reason.
• The period runs from the day you receive the goods.
• Write to hello@kittydream.eu — one clear sentence is enough.
• Send the goods back within the following 14 days.
• The return shipping cost is yours and is not refunded.
• We refund the product price and what you paid for the original delivery, within 14 days.
• We accept opened packs.

This page applies to consumers — natural persons buying outside their trade or profession.

1. When and how you can withdraw

You have the right to withdraw from a distance contract without giving any reason and without owing any compensation or penalty, within 14 days (чл. 50 ЗЗП).

The period starts on the day you, or a person you named other than the courier, take possession of the goods. If you ordered several items in one order that are delivered separately, it starts on the day you receive the last of them.

To exercise the right you must inform us before the period expires, by an unambiguous statement (чл. 52 ЗЗП). It is enough that you send the message before the end of the 14th day — we do not need to have read it by then.

How to tell us:

• e-mail hello@kittydream.eu — fastest; or
• a letter to 26 Perla St., fl. 2, office A5-01, Mladost district, Varna 9009, Bulgaria; or
• telephone 0700 11 492 (charged at the rate of an ordinary call) — please also confirm in writing, so that you have proof.

You may use the model form below, but you do not have to. Any clear statement showing that you are withdrawing is enough.

We will send you an e-mail confirming that we received your withdrawal.

Note: the burden of proving that you exercised the right of withdrawal is on you (чл. 52, ал. 5 ЗЗП). That is why we recommend e-mail or a letter rather than a phone call alone.

If we have not informed you of the right of withdrawal, the period is extended to one year and 14 days (чл. 51 ЗЗП).

2. How to return the goods

Send or hand the goods back without undue delay and no later than 14 days from the day you told us you were withdrawing (чл. 55, ал. 1 ЗЗП). The deadline is met if you dispatch the goods before the 14 days expire.

Return address: 26 Perla St., fl. 2, office A5-01, Mladost district, Varna 9009, Bulgaria

Please include a note with your order number, or a copy of the withdrawal form, so we can match the parcel to you.

The return shipping cost is yours

You bear the direct cost of returning the goods. This cost is not refunded and is not deducted from what we owe you.

Cat litter is a heavy product and cannot be returned by ordinary post. So that you know in advance what it costs you, here are the approximate maximum costs of a courier return within Bulgaria, calculated at Speedy’s tariff current on 31.08.2026 (service “Стандарт 24 часа”, prices including VAT and fuel surcharge):

Pack	Weight	From a Speedy office to our office	If the courier collects from your address
6 L	2.5 kg	about €2.64	about €3.52
24 L	10 kg	about €4.54	about €7.08

If you return more than one pack at once, the parcel falls into a higher weight band and costs more.

What these numbers mean. This is an estimate of the maximum cost at the courier’s tariff current on the date stated, not a guaranteed price. You pay the courier directly — we neither charge nor collect this amount. Courier tariffs can change, and you are free to use a different carrier if it is cheaper for you. The amount is not refunded by us.

We do not accept cash-on-delivery parcels and do not accept returns at our expense, unless we have expressly agreed to it in a particular case.

3. What condition the goods must be in

We accept opened packs. We do not rely on the sealed-goods exception in чл. 57, т. 5 ЗЗП. We understand that you may need to open the pack to judge whether the product suits your cat.

You are, however, liable for any diminished value of the goods if you have handled them beyond what is necessary to establish their nature, characteristics and functioning (чл. 55, ал. 4 ЗЗП). In practice:

• Opening the pack, looking at it, smelling it, pouring out a small amount to see it — not a problem.
• Pack opened but most of the contents present, clean and dry — we accept it.
• A significant part of the contents used, contents soiled or wet, packaging destroyed — we may reduce the refund by the amount by which the goods have lost value. We will explain how we calculated it.

If we have not informed you of your right of withdrawal, you are not liable for diminished value at all (чл. 55, ал. 4, second sentence, ЗЗП).

Please return the goods in their original packaging where possible, and pack them so that they are not damaged in transit.

4. How and when we refund

We refund all sums received from you, including the delivery charge, without undue delay and no later than 14 days from the date we were informed of your decision to withdraw (чл. 54, ал. 1 ЗЗП).

Because we have not offered to collect the goods ourselves, we may withhold the refund until we receive the goods back, or until you provide evidence that you have sent them — whichever happens first (чл. 54, ал. 4 ЗЗП).

We refund using the same means of payment you used (чл. 54, ал. 2 ЗЗП). With cash on delivery that is not technically possible, so we will ask you for a bank account and transfer the money to it. This costs you nothing. If you prefer another method, tell us.

What we refund
The price of the returned products	yes
What you paid for delivery to you	yes
Your cost of sending the goods back	no — at your expense
The difference if you chose a delivery method more expensive than our standard one	no (чл. 54, ал. 3 ЗЗП)

If you withdraw from only part of the order and the remaining value falls below the €39.99 free-delivery threshold, we refund the product price and recalculate the delivery charge on the basis actually applicable to the remaining order.

5. When the right of withdrawal does not apply

The law lists cases in which the right of withdrawal does not apply (чл. 57 ЗЗП). For the range we sell, none of them applies in practice, and we do not rely on:

• the exception for sealed goods unsealed after delivery which cannot be returned for reasons of hygiene (чл. 57, т. 5) — we do not apply it;
• the exception for goods made to the consumer’s specification or clearly personalised (чл. 57, т. 3) — we do not offer such goods.

The only practical limits are that the goods must be returned within the deadline and that you are liable for diminished value — see section 3.

6. This is not the same as a complaint about faulty goods

The right of withdrawal is for when you have simply changed your mind. If the goods are faulty or do not match the description, you have separate and stronger rights under the statutory guarantee of conformity — including repair, replacement, price reduction or termination — and in that case the costs are ours. See Complaints.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)