Company
Shipping and returns
How your pouch gets to you, and what to do if it shouldn't have.
Where we ship
For now we ship within Bulgaria. Germany, Austria and the Netherlands follow; we will announce the dates by email.
When it ships
Orders leave our warehouse in Bulgaria within 1–3 working days. First 100 members receive theirs from the first batch, and we email everyone on the list before it ships. You get a tracking link by email as soon as the parcel leaves.
| Destination | Delivery time | Subscription | One-time order |
|---|---|---|---|
| Bulgaria (Econt or Speedy, to an office or your address) | 1 working day; up to 3 where the courier has no office | Free | shown at checkout |
| Germany, Austria, Netherlands | Germany and Austria 3–4, Netherlands 4–5 working days | Free | shown at checkout |
In Bulgaria we ship with Econt or Speedy. Delivery times are the couriers' own and count from the day the parcel leaves us.
Changing your address
Write to us as soon as possible. We can change the address until the parcel leaves our warehouse; after that, the courier can sometimes redirect it.
If delivery fails
The courier tries to deliver and leaves a notice or calls you. If a parcel is not collected and comes back to us, we contact you to send it again, or refund the order minus the delivery cost.
Damaged, wrong or missing
Write to support@ponsmix.com with your order number and a photo. We send a replacement or refund you, and we cover the cost. If tracking shows a parcel as delivered but you don't have it, tell us within 14 days and we will trace it with the courier.
Your 14-day right to withdraw
You can withdraw from your purchase within 14 days, without giving a reason. The 14 days start on the day you, or someone you name (not the courier), receive the goods. For a subscription they start on the day you receive the first pouch.
Exception. For health and hygiene reasons, a pouch whose seal you have opened cannot be returned under this right. Unopened pouches with the seal intact can.
How to withdraw. Tell us clearly before the 14 days end: with the withdrawal form on this page, by email to support@ponsmix.com or by post to ПОНСМЕД ДПК, ul. Sofroniy 18A, 8000 Burgas, Bulgaria. You may use the form below, but you don't have to.
Sending it back. Send the unopened goods to the address we give you within 14 days of telling us. You pay the cost of returning them.
Your refund. We refund everything you paid, including standard delivery, within 14 days of receiving your notice, using the payment method you used. We may wait until we receive the goods or proof that you sent them, whichever comes first.
Cancelling a subscription is different: you can do it at any time before the next charge, with no reason and no cost. See the Terms of sale.
Withdraw from your contract here
Fill in the form and press the button. We confirm your withdrawal by email without delay.
Model withdrawal form
If you prefer email or post, you may use this text.
To ПОНСМЕД ДПК, ul. Sofroniy 18A, 8000 Burgas, Bulgaria, support@ponsmix.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods: ______
Ordered on ______ / received on ______
Order number: ______
Name: ______
Address: ______
Signature (only if sent on paper): ______
Date: ______