Return Policy

Last updated: April 2026

Stories in Steel values the trust of its customers and adheres to transparent and lawful practices regarding product returns.

This policy complies with the Bulgarian Consumer Protection Act and the applicable European and Bulgarian legislation.

1. 1. Right of Withdrawal (Return of Product)

1.1. Every individual consumer who has purchased goods from the website www.storiesinsteel.com is entitled to withdraw from the distance contract, without providing a reason, within 14 (fourteen) days from the date of receipt of the product.

1.2. To exercise your right of withdrawal, you must notify us in writing by email: sales@storiesinsteel.com, indicating your order number, the product(s) to be returned, your name, and contact information.

2. Conditions for Returning Goods

2.1. Returned products must meet the following requirements:

  • Not be used and show no signs of wear, scratches, deformations, stains, or other damages.
  • Not be used and show no signs of wear, scratches, deformations, stains, or other damages.
  • Not be personalized (engraved, etc.), except in case of a manufacturing defect or wrong delivery.

2.2. The Merchant reserves the right to refuse the acceptance of products that do not meet the above conditions.

2.3. Products returned with broken integrity, signs of use, damage due to improper handling, or without original packaging and tags will not be accepted for return.

3. Return Shipping Costs

3.1. The costs for returning a product are borne by the customer unless otherwise agreed or the product is defective/does not match the order.

4. Refunds

4.1. Refunds will be made using the same payment method as the original transaction, unless otherwise agreed.

4.2. The Merchant will refund the amount paid by the customer, including the initial delivery costs (if charged), no later than 14 days from the date the returned product is received and its condition is verified.

5. Product Exchange

5.1. If you wish to exchange a product (size, model, or other product), you need to specify this in your return notification to sales@storiesinsteel.com.

5.2. Exchanges are only possible after prior arrangement, subject to availability at the time of the request.

6. Complaints

6.1. In the event of a defect, non-conformity, or damage due to transport, you may file a complaint within 48 hours of receiving the product by sending an email to sales@storiesinsteel.com with a description and photos of the issue.

6.2. If the complaint is accepted as justified, all transport costs for return and exchange will be covered by the Merchant.

7. Limitations

7.1. The following products are not eligible for return:

  • The following products are not eligible for return;
  • products damaged due to improper use;
  • personalized products, except in case of defect or wrong delivery; products with compromised packaging integrity.

8. Additional Information

8.1. This policy is compliant with the requirements of the Bulgarian Consumer Protection Act.

8.2. Customers may use the EU online dispute resolution platform: https://ec.europa.eu/odr.

For questions: sales@storiesinsteel.com.

Start a return — simple and hassle-free

If you’d like to return a product, fill in the form below.
Once we receive your request, we’ll get in touch with clear instructions for the return.


The Merchant reserves the right to make changes to this policy.

The current version is published on www.storiesinsteel.com.