Consumer rights
Last updated 30 Apr 2026
Right of Withdrawal (Consumers)
<!-- GATE L DRAFT: counsel review + founder sign-off pending (2026-07-21 overnight integration) -->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 Goods to change your mind. This right applies to slabs and Finished Pieces. To withdraw, just tell us. An email to office@korena.eu is enough, and you can also use the model form below. We refund within 14 days of receiving the Goods back. Custom-cut, planed, flattened, or otherwise processed Goods cannot be withdrawn from because they were made to your specification. You pay return shipping. The approximate cost is EUR 80–500 for slabs and, for non-postal Finished Pieces, about the same as the delivery freight you paid for the piece. For slabs we arrange the return transport ourselves, because a returning slab needs legal-origin transport documentation that only we or the yard can issue. Quoted freight from the Delivery Quote process is refunded when you withdraw from the whole shipment it covered. Return costs for non-conformity claims, including defects and 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.
5.4. Refund allocation: goods and freight
Quoted freight from an accepted Delivery Quote is your standard delivery cost for that Order. We refund it in full when you withdraw from the whole shipment covered by the quote. We do not refund any extra cost from a delivery option that you chose because it was more expensive than the standard quote. If you withdraw from only part of a multi-item shipment and the remaining Goods still ship, we do not refund the delivery cost for that shipment.
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. For heavy or non-postal Goods, 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. The approximate return-shipping costs are:
| Category | Approximate return-shipping cost |
|---|---|
| Slabs | EUR 80–500, depending on the destination and slab dimensions |
| Finished Pieces (non-postal) | About the same as the delivery freight you paid for that piece, whether it was quoted at checkout or on an individual Delivery Quote |
| Items shippable by parcel carrier | The carrier's standard parcel rates |
We will provide a representative quote based on your location. The return destination is given in our return instructions when you request a return. It may be the Maker's workshop or our warehouse, depending on the piece. If you dispute the quoted return-shipping cost, contact office@korena.eu and we will work with you to find an acceptable arrangement, including 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 Goods for a further 30 days pending your collection or return instruction.
6.2a. Return transport documentation for slabs. Returning a slab may require legal-origin transport documentation that only we or the supplying yard can issue. Several EU member states require such a document to accompany a load of raw timber, and without it the yard cannot lawfully take the slab back into stock. For this reason we arrange the return transport for slabs and obtain the required documentation. We charge you nothing beyond the return-shipping cost described in §6.2.
This does not reduce, condition, or delay your right of withdrawal. The 14-day dispatch deadline in §6.1 is treated as met once you have told us that you are withdrawing and have made the slab available for collection. If you would still rather arrange the return transport yourself, contact us first so we can supply the documentation your carrier needs. This sub-clause applies to slabs only. It does not apply to Finished Pieces, which are exempt from these documentation rules.
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: 2026-07-21 · Next review: 2027-04-30 (or earlier on trigger).