Refund policy

This policy applies to purchases from niverto.com, operated by Commasense Ltd. (Комасенс ЕООД), Bulgarian company registration number (EIK) 205242073, VAT number BG205242073. It supplements our Terms and Conditions and does not limit mandatory statutory rights.

1. Consumers' right to withdraw

Consumers — individuals buying outside their trade or profession — may withdraw from a distance contract without giving a reason within 14 days of receiving the goods. Where goods from one order are delivered separately, the period starts when the last item is received. Any broader mandatory protection under applicable law remains available.

2. How to notify us

You can use Withdraw from a purchase, also available in the website footer. Enter the email address used for the order and the sign-in code received by email. Select the order and submit a cancellation request if it has not yet been fulfilled, or a return request for delivered goods. Select the relevant goods, review the details and confirm submission.

After submission, Shopify sends an automatic email acknowledging receipt of the request. This is separate from subsequent return and refund instructions. Exercising the statutory right to withdraw does not depend on our subsequent approval.

You can also send an unequivocal statement to office@niverto.com or our registered address: Commasense Ltd. (Комасенс ЕООД), 82 Maritsa Boulevard, entrance V (В), apartment 5, Tsentralen District, Plovdiv, Bulgaria. A model withdrawal form is provided at the end of our Terms and Conditions; its use is optional. It is sufficient to send your notice before the withdrawal period expires. Including the order number and identifying the goods helps us process your notice.

3. Sending goods back

After notifying us of withdrawal, send or hand back the goods without undue delay and no later than 14 days afterwards to:

Commasense Ltd. (Комасенс ЕООД)
82 Maritsa Boulevard, entrance V (В), apartment 5
Tsentralen District, Plovdiv
Bulgaria

You bear the direct cost of returning goods when exercising withdrawal without a defect. Do not send the return parcel with a cash-on-delivery charge; refunds are handled as described below.

You are liable only for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. We charge no fixed restocking fee and do not automatically reject a return merely because the packaging has been opened.

4. Refunds

The products, including the packed 130 cm profiles, can be returned using ordinary parcel services.

We refund payments received, including the cost of the least expensive standard delivery we offer, without undue delay and no later than 14 days after your withdrawal notice. Any additional cost of a more expensive original delivery method you selected is not refunded. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever is earlier, unless we have offered to collect them ourselves.

We use the same means of payment unless you expressly agree to another method at no additional cost to you. For cash-on-delivery orders, we may offer a bank-transfer refund after obtaining your express agreement and the necessary bank details.

5. Defects, lack of conformity and complaints

A complaint about defective or non-conforming goods is separate from withdrawal without a reason. For consumer purchases, we are legally responsible for a lack of conformity that existed on delivery and becomes apparent within two years of delivery, in accordance with applicable law. This is statutory protection, not an additional commercial guarantee.

You may request repair or replacement and, in the circumstances provided by law, a price reduction or termination of the contract. Repair or replacement is free of charge and carried out within the applicable statutory period; for the ordinary goods without digital elements that we offer, this is within one month of notification. We do not pass the necessary costs of a justified consumer complaint on to the consumer.

You may complain orally or in writing: at office@niverto.com, by phone on +359 886 878 677, or at the addresses on our Contact Information page. Describe the problem, the remedy you seek and details allowing us to identify the purchase. Include a receipt, invoice or other payment document and any relevant available evidence. We register complaints when received and provide a record of this.

6. Returns beyond statutory rights and business purchases

Niverto does not offer an additional voluntary right to return goods beyond mandatory statutory rights. We do not accept change-of-mind returns for purchases made for business or professional purposes (B2B) unless expressly agreed otherwise. Rights relating to defects, lack of conformity or non-performance remain available under applicable law and the agreed terms.