Правила за възстановяване на суми

REFUND POLICY — CUSTOMGIFTSONG.STORE (KATANAFLOW RECORDS)

This Refund Policy ("Policy") sets out the conditions under which customers of the online store CustomGiftSong / KATANAFLOW RECORDS (hereinafter "the Store") may exercise their rights under applicable consumer protection legislation of the Republic of Bulgaria, the European Union, the United Kingdom, the United States and other applicable jurisdictions.

1. GENERAL PROVISIONS
The Store primarily offers personalized musical products (custom songs and audio works) created individually according to each customer's order and specifications. These products qualify as goods made to the customer's individual specifications.

2. EXCLUSION OF THE RIGHT OF WITHDRAWAL
Because all personalized songs and audio products are created individually, based on the specific instructions, names, lyrics, styles and preferences provided by the customer, they qualify as custom-made goods. Accordingly, the standard 14-day right of withdrawal DOES NOT APPLY (in the EU, in line with Art. 16(c) of Directive 2011/83/EU and Art. 57(3) of the Bulgarian Consumer Protection Act). By placing an order, the customer expressly acknowledges and accepts this exclusion.

3. EU CUSTOMERS — REFUND CONDITIONS
A refund will only be issued in the following cases:
• A technical defect in the audio file that makes it impossible to play.
• Failure to deliver the order on time due to the fault of the Store.
• A material discrepancy between the ordered and the delivered product caused by an error of the Store.

4. US CUSTOMERS — ALL SALES FINAL
For all personalized products, ALL SALES ARE FINAL and are not subject to cancellation, return or refund once production has begun. Exceptions apply only in cases of non-delivery due to a technical error, a corrupted/unplayable file, or a material deviation from the brief that cannot be corrected through revisions. Refunds, where applicable, are issued in accordance with applicable state consumer protection laws (including but not limited to California, New York and Texas).

5. HOW TO REQUEST A REFUND
To submit a claim, the customer must provide the order number, a description of the problem and supporting evidence (screenshots/audio) within 14 days of receiving the product. Approved refunds are processed to the original payment method within 14 days.

6. CONTACT
For refund requests, complaints and questions:
E-mail: contact@katanaflowrecords.store
Phone: +359 88 453 8841
Web: customgiftsong.store (brand: KATANAFLOW RECORDS)