- Overview and Scope
This Refund and Return Policy governs all purchases made through www.cupnexa.com. All commercial transactions, fulfillment operations, and customer services are managed and executed by Би Март 25 ЕООД, a legal commercial entity registered in the Republic of Bulgaria under company registration number 208273565, with its registered office located at Bulgaria, Stara Zagora 6000, Samara 3, Block 12, Entrance 2, Apt.23. By purchasing our drinkware products, customers agree to the terms outlined herein, which comply fully with Bulgarian commercial legislation and European Union consumer protection frameworks. - Statutory Right of Withdrawal (14-Day Return Policy)
In compliance with European Union consumer protection directives and Bulgarian legislation, consumers residing within the European Economic Area benefit from a statutory 14-day Right of Withdrawal.
You are entitled to cancel and return your purchase within 14 days from the day on which you or a designated third party (other than the carrier) acquire physical possession of the goods, without providing any justification.
To exercise this right, you must formally notify our customer support team via electronic mail at center@cupnexa.com within the specified 14-day window.
Return Address: Authorized physical returns from European customers must be sent directly to our registered operational facility at: Bulgaria, Stara Zagora 6000, Samara 3, Block 12, Entrance 2, Apt.23.
- Defective, Flawed, or Damaged Items
If a product arrives damaged, flawed, or defective, customers may contact our support team via email at center@cupnexa.com by providing clear photographic evidence of the defect.
Upon validation of the submitted evidence, customers may receive a full refund or a replacement product.
To streamline resolution for damaged or flawed goods, physical return of the damaged item is not mandatory, provided that satisfactory photographic proof is supplied.
- Shipping Timeframes, Tracking, and Transit Investigations
We partner with established international carriers, including DHL, FedEx, and UPS Priority services, to distribute our products across European markets.
Delivery Duration: Standard transport typically requires 7 to 10 business days from the date of dispatch.
Automated Tracking Notifications: Throughout the fulfillment lifecycle—including order dispatch, arrival at carrier transit hubs, and local final-mile distribution—automated tracking notifications and status updates are transmitted directly to the email address provided by the customer at checkout.
Transit Delays: If a shipment exceeds standard transport timeframes, our team will initiate a formal investigation with the respective carrier. Depending on the investigation findings and actual transit status, appropriate resolutions, including a full refund or product replacement, will be executed in accordance with statutory requirements.
- Refund Processing and Payment Methods
Refunds approved under our statutory return policies or investigation outcomes will be processed using the original payment method utilized during checkout. We accept secure electronic payments via major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital electronic wallet solutions such as Apple Pay and Google Pay. Once a refund is authorized by Би Март 25 ЕООД, the funds will be returned through the respective payment channel in accordance with standard processing intervals. - Customer Support and Contact Information
For any inquiries regarding returns, refunds, or order assistance, customers may contact Би Март 25 ЕООД through the following official channels:
Company Name: Би Март 25 ЕООД
Registration Number: 208273565
Email: center@cupnexa.com
Telephone: +359 889076594
Registered Address: Bulgaria, Stara Zagora 6000, Samara 3, Block 12, Entrance 2, Apt.23