Refund and Returns Policy

Last Updated: 18 February 2026

We are committed to providing high-quality wellness products. We strictly adhere to the Bulgarian Consumer Protection Act (CPA) and the EU Consumer Rights Directive (2011/83/EU).

Please review our policy carefully before making a purchase, as our products belong to the category of personal health and wellness devices.

Note: Our products are wellness devices for home use and are not certified as medical devices.

1. Right of Withdrawal (14-Day Cooling-Off Period)

According to Bulgarian and EU legislation, you have the right to withdraw from the purchase contract within 14 calendar days of receiving your order without giving any reason.

To exercise this right, the product must meet the conditions outlined below, including hygiene-related exceptions for certain sealed goods.

2. Return Conditions & Hygiene Exceptions

Due to the specific nature of some of our products (bioceramic mats, thermal belts, eye masks, pillows, and massagers), which may involve direct contact with the body, skin, or mucous membranes, strict hygiene standards may apply.

2.1. General rule (inspection & handling)
You may handle and inspect the goods only as would be reasonably allowed in a physical store, solely to establish the nature, characteristics, and functioning of the product.

Important (diminished value): If the product is returned with visible signs of use, wear, damage, missing parts, or any handling beyond what is necessary for inspection, we may reduce the refund to reflect the diminished value of the goods. In such cases, we will document the condition of the returned item during inspection.

2.2. Hygiene-sealed goods (health protection / hygiene exception)
For items supplied with a hygiene seal or other tamper-evident protection, the right of withdrawal does not apply once such seal has been broken/unsealed after delivery, where the goods are not suitable for return due to health protection or hygiene reasons.

For hygiene-sealed items, we can accept a return only if:

The hygiene seal / tamper-evident protection is intact and unbroken;
The product is in its original packaging with all accessories, manuals, and gifts included;
The item has no signs of use and remains in resalable condition.

Example: If a hygiene-sealed product has been opened and tried on/used (e.g., worn the mask, used the pillow, or applied the belt to the body), the withdrawal/return may be declined due to hygiene reasons.

3. Hygiene Exception: Items That May Be Non-Returnable Once Unsealed

The following items may fall under the hygiene exception and therefore cannot be returned if they were supplied sealed and have been unsealed after delivery:

Sleep & Eye Masks (e.g., ZORKO): Due to contact with the eyes and face.
Pillows: Due to hygiene standards for bedding items.
Thermal Belts, Joint Pads, Bracelets, MasterPlus, DoctorPlus: Due to direct contact with skin and sweat.

4. How to Initiate a Return

To request a return, please follow these steps:

Contact our support team at support@bg.masterplusglobal.com within 14 days of receiving your order.
Provide your Order Number and, where applicable, a photo showing that the hygiene seal / factory seal is intact.
Once your return is approved, we will provide you with return instructions.

Return address: The return shipping address will be provided after your return request is approved, to ensure correct routing and processing.

Return deadline: After notifying us of your withdrawal, you should send the goods back without undue delay and no later than 14 days from the date of your notice of withdrawal.

Please note: The customer is responsible for the return shipping costs, unless the item is defective or we sent the wrong item.

5. Refunds

Once we receive your return (or proof of return shipment, as applicable), we will inspect the item and confirm eligibility.

Reimbursement timeline: We will reimburse all payments received from you without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw from the contract.
Right to withhold reimbursement: We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.
Delivery costs: If you withdraw from the contract, we will also reimburse the cost of the standard outbound delivery option. If you chose a more expensive delivery method (e.g., express), we reimburse up to the cost of the standard delivery.
Method: Refunds will be issued to the original method of payment (card or bank transfer). If the purchase was made using a financing provider (installment plan/credit), the refund will be processed in accordance with the lender’s procedures, typically by crediting the loan account to reduce or cancel your outstanding obligation.
Deductions / hygiene exception: If the goods are returned with handling beyond what is necessary for inspection (e.g., visible signs of use, wear, damage, missing parts, incomplete set), we may reduce the refund to reflect the diminished value. If a hygiene-sealed item was supplied sealed and is returned unsealed after delivery, the return/withdrawal may be declined due to health protection or hygiene reasons.

6. Defective or Damaged Items

If you received a defective, damaged, or incorrect product, the hygiene restrictions do not apply. In such cases:

Please contact us as soon as possible (ideally within 48 hours of delivery) at support@bg.masterplusglobal.com. This does not affect your statutory consumer rights.
Send us photos/videos clearly showing the defect.
We will arrange a replacement or a full refund, covering all shipping costs.

Our products are also covered by a manufacturer’s warranty (refer to the specific product page or warranty card for duration and terms).

In addition to the manufacturer’s warranty, consumers are entitled to a mandatory 2-year legal guarantee of conformity under applicable Bulgarian consumer legislation.

7. Contact Us & Dispute Resolution

If you have any questions concerning our return policy, please contact us at:

Email: support@bg.masterplusglobal.com
Contact page: bg.masterplusglobal.com/contact-us/

Alternative Dispute Resolution (ADR)
If you have a complaint that we cannot resolve directly, you may seek out-of-court dispute resolution through an ADR body. Practical information and the list of dispute resolution bodies in the EU are available on the European Commission website:

Consumer Redress in the EU
List of dispute resolution bodies

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