Returns, Cancellations & Refund Policy

Last updated: 20 August 2026

This policy explains the return, cancellation and refund conditions applicable to products supplied by RF Living OOD under the RF Modular brand.

Because RF Modular supplies both conventional retail products and customised modular solutions, different conditions apply to different categories of orders.

Nothing in this policy limits mandatory rights available to consumers under applicable law.

1. Product Categories

For the purpose of this policy, orders generally fall into the following categories:

A. Standard Products
Stock accessories, components, furniture, fittings and other products that have not been made or modified specifically for the customer.

B. Made-to-Order or Personalised Products
Accessories, furniture, components or other goods manufactured, configured or personalised according to customer specifications.

C. Standard Modular Units
RF Modular standard models ordered substantially in their standard configuration.

D. Customised or Bespoke Modular Units
Modular structures manufactured or substantially configured according to individual customer requirements.

The applicable return and cancellation rights depend on the category and circumstances of the order.

2. Consumer Right of Withdrawal for Standard Products

Where applicable under consumer law, a consumer purchasing eligible standard products remotely may have the right to withdraw from the purchase within the statutory withdrawal period without providing a reason.

Where the statutory EU/Bulgarian 14-day withdrawal right applies, the period generally begins when the consumer, or a third party designated by the consumer other than the carrier, receives the goods.

To exercise a withdrawal right, the customer must communicate a clear decision to withdraw within the applicable period.

Customers should contact RF Modular using the contact information provided on rfmodular.com and identify the relevant order.

3. Condition of Returned Products

Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where legally permissible, customers may be responsible for diminished value resulting from handling beyond what is reasonably necessary for such inspection.

Returned products should, where reasonably possible, include their original components, instructions and accessories.

4. Return Shipping

Unless the product is defective, incorrect or otherwise subject to a legal remedy requiring RF Modular to bear the cost, the customer may be responsible for the direct cost of returning goods where permitted by applicable law and where the customer was appropriately informed of that obligation.

Products should be packaged appropriately to prevent damage during return transportation.

For oversized products that cannot normally be returned by post, return arrangements and applicable costs may need to be agreed individually.

5. Refunds for Eligible Withdrawals

Where a valid statutory withdrawal applies, refunds will be processed in accordance with applicable law.

This generally includes payments received for the relevant goods and, where legally required, applicable standard outbound delivery charges.

Additional costs resulting from the customer's choice of a delivery method more expensive than the standard delivery option may not be refundable where permitted by law.

Refunds will generally be made using the original payment method unless otherwise agreed.

6. Made-to-Order and Personalised Products

Products made to customer specifications or clearly personalised may be excluded from the ordinary statutory right of withdrawal where the applicable legal conditions are met.

This may include:

• custom-sized components;

• specially manufactured accessories;

• personalised furniture;

• custom finishes;

• components modified to customer specifications; and

• other individually manufactured goods.

Where such an exclusion applies, this will not affect the customer's rights concerning defective or non-conforming goods.

7. Modular Units

Modular structures frequently involve project-specific engineering, procurement and manufacturing.

A modular unit manufactured to customer specifications or clearly personalised may not qualify for an ordinary consumer withdrawal right where the applicable statutory exception applies.

The cancellation conditions for modular projects may also be specified in the relevant quotation or project contract.

8. Cancellation Before Modular Production Begins

If a customer requests cancellation before engineering, procurement or manufacturing has begun, RF Modular will assess the cancellation based on the status of the project and the applicable contract.

Any refund may be reduced by costs already reasonably and lawfully incurred where permitted by the contract and applicable law.

9. Cancellation After Engineering or Procurement Begins

Once project-specific engineering, design work, material procurement or manufacturing has commenced, cancellation may result in charges covering work performed and costs committed to the project where legally and contractually permissible.

The applicable amount will depend on the actual project status.

Project-specific contracts may contain more detailed cancellation milestones.

10. Add-ons Integrated into Modular Units

Furniture, accessories, equipment and other options ordered as part of a modular unit and integrated during manufacturing are normally treated as part of the modular project.

Their cancellation and return status may therefore differ from an identical accessory purchased separately through the online store.

For example, a separately purchased standard item may potentially qualify for ordinary consumer withdrawal rights, while a version integrated, modified or manufactured specifically for a customised modular unit may not.

11. Business Customers

Statutory consumer withdrawal rights generally apply to consumers rather than purchases made in the course of business.

Returns and cancellations for B2B transactions are therefore governed by the applicable quotation, contract and these Terms rather than consumer withdrawal provisions, subject to applicable law.

12. Incorrect Products

If RF Modular supplies a product different from the product ordered, please contact us promptly with:

• your order number;

• a description of the issue; and

• photographs where useful.

We will assess the matter and provide the appropriate remedy.

13. Damaged Products

If a product arrives visibly damaged, photograph the packaging and product and contact us promptly.

Where possible, visible freight damage should also be recorded on the carrier's delivery documentation.

Do not install or use a visibly damaged product where doing so could create a safety risk or cause additional damage.

14. Defective or Non-Conforming Products

If you believe a product is defective or does not conform to the contract, contact RF Modular with sufficient information for us to assess the issue.

Depending on the circumstances and applicable law, the available remedy may include repair, replacement, price reduction, refund or another appropriate solution.

Statutory consumer rights remain unaffected.

15. Products Installed by the Customer

Installation of an accessory does not automatically remove any statutory rights concerning defects that existed when the product was supplied.

However, RF Modular is not responsible for defects or damage caused by incorrect installation, misuse, incompatible modifications or failure to follow supplied instructions, to the extent permitted by law.

Customers should therefore verify compatibility before modifying or installing products.

16. Return Authorisation

Before returning large, heavy or specialist products, customers should contact RF Modular so that an appropriate return method can be arranged.

Sending oversized products without prior coordination may create unnecessary costs or transport risks.

17. Products That Have Been Modified After Delivery

We may be unable to accept voluntary returns of products that have been cut, drilled, painted, welded, permanently installed or otherwise modified after delivery, except where mandatory statutory rights apply.

This does not remove rights relating to defects or non-conformity that cannot legally be excluded.

18. How to Request a Return or Cancellation

Contact RF Modular through the contact information published on rfmodular.com.

Please provide:

• your name;

• order or project number;

• product concerned;

• reason for contacting us;

• photographs where relevant; and

• your preferred contact details.

We will review the request and provide instructions appropriate to the type of product and order.