Right of Withdrawal (Consumers)

This page explains your right to withdraw from your contract with us if you bought as a Consumer, the conditions and exclusions that apply, and how to exercise the right. It is provided as part of our pre-contract information under EU Consumer Rights Directive 2011/83/EU (Article 6) and the Bulgarian Consumer Protection Act.

If you bought as a Business Buyer (placed an Order using a VAT ID, or otherwise for a purpose connected to your trade, business, craft or profession), you do not have a statutory right of withdrawal. The Returns & Warranty Policy sets out the commercial conditions on which we may accept a return from a Business Buyer.

Quick read for Consumers: You have 14 days from the day you (or someone you nominated) physically take possession of the slab to change your mind. To withdraw, just tell us (an email to office@korena.eu is enough; you can also use the model form below). We refund within 14 days of receiving the slab back. Custom-cut, planed, flattened, or otherwise processed pieces cannot be withdrawn from because they were made to your specification. You pay return shipping; for slabs and heavy freight, we will provide a quote (typically EUR 80–500 depending on the destination and slab dimensions). Return costs for non-conformity claims (defects, damage in transit) are covered by us. See the Returns & Warranty Policy for that scenario.

1. Who has the right

Only Consumers within the meaning of EU Consumer Rights Directive 2011/83/EU and the Bulgarian Consumer Protection Act, i.e., natural persons acting for purposes outside their trade, business, craft or profession, have the statutory right of withdrawal.

2. The right

You have the right to withdraw from this contract within 14 days without giving any reason.

3. When the withdrawal period starts and ends

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), acquires physical possession of the Goods.

Where a single Order is delivered in multiple shipments, the period runs from the day on which you take possession of the last item.

4. How to exercise the right

To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires, by an unequivocal statement. You may use:

Email: office@korena.eu. Write that you withdraw, and include your Order number.
Postal mail: 8A Yordan Badev Str., 1700 Sofia, Bulgaria.
The model form in Annex I below; this is optional but legally compliant.

If you send the notice within the 14-day period (postmarked / sent before the end of day 14), your withdrawal is timely.

5. Effects of withdrawal: refund

5.1. We will refund all payments received from you, including the standard delivery cost (but excluding any supplementary cost arising if you chose a delivery type more expensive than our standard offer), without undue delay and no later than 14 days after the day on which you informed us of your withdrawal.

5.2. We may withhold reimbursement until either we have received the Goods back, or you have supplied evidence of having sent them back, whichever is the earlier (CRD Art. 13(3)).

5.3. We will use the same payment method you used for the original transaction unless you expressly agree otherwise; in any case the refund itself will not cost you anything.

6. Effects of withdrawal: return of the Goods

6.1. Send the Goods back to us within 14 days of informing us of your withdrawal. The deadline is met if you dispatch the Goods within those 14 days.

6.2. Return shipping cost is borne by you. Because slabs are heavy and freight pricing is non-trivial, we will, on your request, arrange the return shipment with a carrier of our choice and bill you the actual freight cost; this is normally the cheapest option for you. Email office@korena.eu to request a return quote. For slabs and freight outside continental EU, return shipping typically costs EUR 80–500 depending on the destination and slab dimensions; we will provide a representative quote based on your location. If you dispute the quoted return shipping cost, contact office@korena.eu and we will work with you to find an acceptable arrangement (allowing you to arrange return shipping yourself, crediting a portion of the refund against shipping, or accepting a partial refund). If no resolution is reached within 5 Business Days, we will issue a refund less the estimated return shipping cost and hold the slab for a further 30 days pending your collection or return instruction.

6.3. Pack the Goods in their original packaging where reasonably possible. Slabs that arrive back damaged because of inadequate repacking may attract a deduction (see §7).

7. Diminished value: what you can do with the Goods during the 14 days

7.1. You may handle the Goods only as much as is necessary to establish their nature, characteristics, and functioning, comparable to what you would be able to do in a physical shop, as set out in CRD Art. 14(2).

7.2. You are liable for any diminished value of the Goods resulting from handling beyond what is necessary to establish nature, characteristics and functioning, in line with CRD Art. 14(2). The deduction will be proportionate to the actual loss in resale value: if you have planed approximately 10% of the surface, we may deduct approximately 10–20% of the purchase price; if you have fully dimensioned, jointed or finished the slab, the slab may have minimal resale value and the deduction may be substantial. In every case, the deduction reflects actual diminished value and does not exceed it. If you dispute the deduction, contact office@korena.eu and we will work with you to reach a fair assessment.

Examples of handling within acceptable limits (no liability): inspecting, measuring, photographing, lifting, and placing the slab onto a workshop bench in dry conditions. Examples beyond acceptable limits (diminished-value liable): beginning any cutting, planing, sanding, drilling, oiling, finishing, gluing, joining, exposure to wet conditions, or attaching hardware.

8. Goods and services excluded from the right of withdrawal

The following are excluded from the right of withdrawal once supplied, in line with EU Consumer Rights Directive 2011/83/EU Art. 16:

8.1. Custom or personalised Goods (Art. 16(c)). Any slab that has been cut to your dimensions, planed, flattened, jointed, cross-cut to a parts list, bookmatch-paired on commission, or otherwise processed to a specification you provided. Once that work has been completed with your consent, the right of withdrawal lapses for the affected Goods. We will not begin such work until you have confirmed, in writing, that you are aware of and accept the loss of the withdrawal right for that slab.

8.2. Processing services already fully performed (Art. 16(a)). Where you have expressly consented, before the work begins, to lose the right of withdrawal upon full performance of a service (such as planing, flattening, or cutting to a parts list), and the service has been fully performed within the 14-day withdrawal period, the right of withdrawal lapses. The express consent must be collected at the work-order step or on a separate written order form, not as part of the general checkout flow.

The right of withdrawal continues to apply to all standard, uncut, as-listed slabs, even if purchased within the 14-day window and eligible for processing. You may withdraw from a standard slab up to day 14, but if you have already instructed us to process it (and consent has been collected separately), the exclusion in §8.2 applies to the processing service itself.

9. After your withdrawal: what we do with the slab

Once we have received the slab back and confirmed its condition, we re-list it on the Site (with up-to-date photos and any new measurements where condition has changed). The original photos and measurements remain in our records as evidence of the Goods' state at the time of original sale.

10. Right of withdrawal does not affect the legal guarantee

The 14-day right of withdrawal under this Policy is separate from, and additional to, the two-year legal guarantee of conformity for Consumer Buyers under EU Sale of Goods Directive 2019/771. If a slab turns out to be non-conforming after the 14-day window, the legal guarantee continues to protect you. See the Returns & Warranty Policy.

11. Disputes and complaints

If we disagree about whether the right of withdrawal applies, or about a deduction for diminished value, contact office@korena.eu first; we will respond in good faith within 14 calendar days. If you are not satisfied, you may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, or contact the Bulgarian Commission for Consumer Protection at kzp.bg.

When to use this Policy vs. the Returns & Warranty Policy

This Withdrawal Policy is your change-of-mind right on a conforming (defect-free) slab within 14 days of receipt; you pay return shipping. If a slab arrives defective, damaged in transit, or otherwise non-conforming within 14 days or later, the non-conformity remedy under the Returns & Warranty Policy applies instead; we pay the return shipping. Do not assume the withdrawal right applies; contact office@korena.eu first and describe the issue. We will direct you to the correct remedy.

Annex I: Model withdrawal form

You may, but are not obliged to, use the form below to exercise your right of withdrawal. The form follows the model in EU Consumer Rights Directive 2011/83/EU Annex I (B).

Submit to: office@korena.eu (preferred) or by post to the address below.

To: "Martial Labs" Ltd. (Маршъл Лабс ЕООД), trading as KORENA Address: 8A Yordan Badev Str., 1700 Sofia, Bulgaria Email: office@korena.eu

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

Order number: ...................................................... Description of the goods/service: ...................................................... Date of order: ...................................................... Date of receipt of the goods: ...................................................... Name of consumer(s): ...................................................... Address of consumer(s): ...................................................... Signature of consumer(s): ...................................................... (only if this form is notified on paper) Date: ......................................................

(*) Delete as appropriate.

A web version of this form with the same fields is available at /withdrawal-form on the Site; completing it and emailing it to us has the same legal effect as posting this paper form.

Last reviewed: 2026-04-30 · Next review: 2027-04-30 (or earlier on trigger).