RETURN AND REFUND POLICY

Last updated: 7 August 2026

1. Right of Withdrawal

If you are a consumer, you have the right to withdraw from your online purchase within 14 days without giving any reason.

For goods, the 14-day withdrawal period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods.

If several goods from the same order are delivered separately, the withdrawal period begins on the day on which the last item is received.

This statutory right of withdrawal applies to consumers purchasing for purposes outside their trade, business, craft or profession.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.

You may contact us at:

Email: support@dragtek.com

Your request should preferably include:

• your full name;
• your order number;
• the product(s) you wish to return;
• the date on which the order was received;
• your email address and telephone number;
• a clear statement that you wish to withdraw from the contract.

No specific wording or form is required, provided that your decision to withdraw from the contract is clear.

After receiving your request, we will confirm receipt and provide any necessary return instructions.

3. Return Deadline and Address

After informing us of your decision to withdraw, you must send the goods back no later than 14 days from the date on which you notified us of your withdrawal.

Returns must be sent to:

Dragtek.com / Kanex Ltd.
73 Pirin Str.
1680 Sofia
Bulgaria

We strongly recommend using a tracked shipping service and retaining proof of shipment until your refund has been completed.

Please do not send parcels on a cash-on-delivery (COD) basis unless this has been expressly agreed with us in advance.

4. Condition of Returned Goods

You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way as you would normally be allowed to do in a physical store.

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary for such inspection.

Where available, we recommend returning the product:

• in its original packaging;
• with all accessories, components, cables, manuals and documentation;
• with any promotional items or gifts supplied with the product;
• securely packed for transport.

The absence of the original packaging does not automatically result in the loss of your right of withdrawal.

However, if excessive handling, missing accessories, damage or other circumstances have caused an actual reduction in the value of the product, an appropriate amount corresponding to that reduction may be deducted from the refund.

Please do not place shipping labels, adhesive tape or writing directly on the manufacturer's original product packaging. Use suitable outer transport packaging whenever possible.

5. Return Shipping Costs

If you withdraw from the contract because you have changed your mind, you are responsible for the direct cost of returning the goods to us.

We will bear or reimburse reasonable return shipping costs where:

• we sent you an incorrect product;
• the product arrived damaged;
• the product is defective or does not conform to the contract; or
• applicable consumer law requires us to do so.

If you believe that a product is defective, damaged or incorrectly supplied, please contact us before returning it so that we can provide appropriate instructions.

6. Refunds

If you validly exercise your right of withdrawal, we will refund the payments received from you in respect of the returned goods.

We will also refund the cost of the least expensive standard delivery option offered by us for the original order.

If you chose a more expensive delivery method, such as express delivery, the additional cost above the price of our standard delivery option will not be refunded.

Refunds will be processed no later than 14 days from the date on which we are informed of your decision to withdraw.

However, we may withhold the refund until:

• we receive the returned goods; or
• you provide evidence that you have sent the goods back,

whichever occurs first.

Unless otherwise expressly agreed, refunds will be made using the same payment method used for the original transaction.

You will not incur any fee from us as a result of the refund.

7. Exchanges

If you would prefer to exchange a product rather than receive a refund, please contact us.

Exchanges are subject to product availability and prior agreement with us.

Your statutory right of withdrawal is not affected by the availability or unavailability of an exchange.

8. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in certain cases provided by applicable consumer law, including, where relevant:

• goods made to your specifications or clearly personalised;
• goods which are liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;
• sealed audio or video recordings or sealed computer software which have been unsealed after delivery;
• goods which, after delivery and due to their nature, become inseparably mixed with other items;
• digital content not supplied on a tangible medium where performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal;
• other goods or services for which applicable law expressly excludes the right of withdrawal.

In-ear earphones and similar personal-use products may fall within the hygiene exception where they are supplied in sealed hygienic packaging and the hygiene seal has been broken after delivery, provided that the product is no longer suitable for return for genuine health protection or hygiene reasons.

This exception does not affect your legal rights where a product is defective, damaged or does not conform to the contract.

9. Defective, Damaged or Non-Conforming Products

The 14-day right of withdrawal is separate from your statutory rights relating to defective or non-conforming products.

If you receive a product that is defective, damaged, incomplete or different from what you ordered, please contact us at:

Email: support@dragtek.com

Please provide your order number and, where reasonably possible, photographs or other information that helps us identify the issue.

Your statutory rights in relation to defective or non-conforming goods are not limited by this Return and Refund Policy.

10. Business and Professional Customers

The statutory 14-day consumer right of withdrawal applies to consumers and does not automatically apply to purchases made by legal entities or persons acting for purposes related to their trade, business, craft or profession.

Returns from business or professional customers may be accepted only with our prior written agreement and subject to the conditions agreed between the parties.

This does not affect any mandatory rights that may apply under applicable law.

11. Applicable Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or reduce any mandatory rights granted to consumers under applicable consumer protection law.

Where mandatory consumer protection rules applicable in the country in which you habitually reside provide you with additional rights, those rights remain unaffected.

Contact

Dragtek.com / Kanex Ltd.
73 Pirin Str.
1680 Sofia
Bulgaria

Email: support@dragtek.com
Phone: +359 883 949 555