Refund Policy
Refund Policy
Last updated: 23.10.2025
We value all our visitors and customers. This Refund and Return Policy (“Policy”) explains how Museum of Illusions Foundation, ID 205924031, with registered address bul. Maria Luiza 16, Sofia 1000, Bulgaria (hereinafter referred to as the “Foundation”, “we”, “us”, or “our”), handles refunds and returns for tickets and goods purchased through our official sales channels (hereinafter referred to as the “Website”).
By purchasing tickets or goods from us, you agree to this Policy, which forms an integral part of our Terms and Conditions.
For any refund-related inquiries, please contact us:
📞 Phone: +359 88 797 9279
📧 E-mail: info@museumofillusions.bg
1. Tickets and Services
1.1 Right of Withdrawal
In accordance with applicable EU and Bulgarian consumer protection legislation, the 14-day right of withdrawal does not apply to leisure services provided on a specific date or within a specific time period, including but not limited to:
- museum admission tickets,
- guided tours,
- workshops or scheduled events.
Once a ticket is purchased for a specific date and/or time, the purchase is binding, and tickets are non-refundable and non-exchangeable, unless otherwise stated in this Policy.
1.2 Cancellations by the Foundation
If the Foundation cancels a scheduled visit, exhibition, or event for reasons beyond the visitor’s control, the visitor is entitled to choose one of the following options:
a full refund of the amount paid, or an exchange for a new date, subject to availability.
Refunds will be processed within 14 calendar days from the date of cancellation, using the same payment method used for the original purchase.
1.3 Exceptional Circumstances
If a visitor is unable to attend due to exceptional circumstances (e.g. serious illness or significant travel disruption), the Foundation may, at its sole discretion, offer:
a ticket rescheduling, or a partial or full refund.
Such requests must be submitted in writing and are reviewed case by case. This provision does not constitute a legal obligation.
2. Goods and Merchandise
This section applies to physical goods (e.g. souvenirs or merchandise) purchased through our online store.
2.1 Right of Withdrawal
Consumers have the right to withdraw from a distance sales contract within 14 calendar days from the day the goods are received, without providing a reason, in accordance with applicable consumer protection laws.
To exercise this right, the consumer must:
notify the Foundation in writing (by e-mail) within 14 days, and return the goods without undue delay, but no later than 14 days after notifying us.
This right does not apply to legal entities (companies or organizations).
2.2 Conditions for Returns
Returned goods must:
- be unused and undamaged,
- be in their original packaging,
- be suitable for resale,
- include proof of purchase.
If these conditions are not met, we reserve the right to refuse the refund.
2.3 Return Procedure
To initiate a return, please contact us at:
📧 info@museumofillusions.bg
Our team will provide return instructions and the return address.
Once the goods are received and inspected, we will notify you of the refund decision.
Approved refunds will be issued within 14 calendar days of receiving the returned goods, using the original payment method.
We may withhold the refund until the returned goods are received or proof of return shipment is provided.
2.4 Return Costs
If the goods are defective or incorrect, we will cover the return shipping costs.
If the return is made for personal reasons, return shipping costs are borne by the consumer.
3. Defective or Incorrect Goods
If you receive defective, damaged, or incorrect goods, please contact us within 30 days of receipt at info@museumofillusions.bg, providing:
- order number and proof of purchase,
- description of the defect (photos recommended),
- your preferred resolution (refund or replacement).
If a defect is confirmed, the consumer may choose:
repair or replacement (where possible), or a refund of the purchase price.
4. Refund Timeframes
Refunds for cancelled tickets: within 14 calendar days
Refunds for returned goods: within 14 calendar days of receiving the goods
All refunds are issued using the original payment method.
5. Dispute Resolution
If you are dissatisfied with the handling of a refund or complaint, you may contact:
Commission for Consumer Protection (КЗП)
https://www.kzp.bg
European Online Dispute Resolution (ODR) Platform
https://ec.europa.eu/consumers/odr
We encourage you to contact us first to resolve any issue amicably.
6. Amendments
The Foundation reserves the right to amend this Policy at any time to reflect changes in services or legal requirements.
The most recent version will always be available on the Website, with the “Last updated” date indicated above.
7. Contact Details
Museum of Illusions Foundation
ID: 205924031
bul. Maria Luiza 16
Sofia 1000, Bulgaria