GENERAL TERMS AND CONDITIONS FOR USE OF THE ONLINE STORE
Art. 1. Identification of the Merchant
1.1. These General Terms and Conditions regulate the relationship between NATERA LUXE EOOD, a company registered under the legislation of the Republic of Bulgaria, entered in the Commercial Register at the Registry Agency with UIC: 208551267, VAT No.: 208551267, with registered office address: Via Pontica, Sozopol, Bulgaria, represented by Reneta Homsi (hereinafter referred to as the “Merchant” or the “Company”), and persons using the online store accessible at: https://naterraluxe.com (hereinafter referred to as the “Users”).
1.2. Contact details of the Merchant:
Email address: info@naterraluxe.com
Phone: +359878603202
Postal address: Via Pontica, Sozopol, Bulgaria
1.3. These General Terms and Conditions have been prepared in accordance with the requirements of: the Electronic Commerce Act (ECA), the Consumer Protection Act (CPA), the Obligations and Contracts Act (OCA), the Personal Data Protection Act (PDPA), Regulation (EU) 2016/679 (GDPR), Directive 2011/83/EU on consumer rights, the Electronic Document and Trust Services Act (EDTSA), and all applicable laws of the Republic of Bulgaria and the European Union.
Art. 2. Subject and Scope
2.1. These General Terms and Conditions govern the conditions for using the website and the online store, the procedure for concluding distance selling contracts, the rights and obligations of the parties, the terms of delivery and payment, the right of withdrawal, and complaints.
2.2. The General Terms and Conditions apply to all orders placed via the website, by phone, email, or any other electronic means.
2.3. Each User, by accessing the website or making an order, declares that they have read, understood, and accepted these General Terms and Conditions.
Art. 3. Conclusion of a Distance Contract
3.1. The distance selling contract shall be deemed concluded from the moment the Merchant sends a confirmation of acceptance of the order to the User’s specified email address.
3.2. Ordering procedure:
The User browses the products and adds the desired ones to the shopping cart;
Fills out an order form with personal details and delivery address;
Selects a delivery method and payment method;
Reviews and confirms the order;
Receives automatic confirmation by email;
The Merchant processes the order and sends final confirmation.
3.3. The Merchant reserves the right to refuse an order in the following cases: invalid data provided, technical error in pricing, stock unavailability, inability to deliver to the specified address. In case of refusal, the User will be notified immediately.
3.4. The User bears full responsibility for the accuracy and correctness of the data provided. Any additional costs due to incorrectly stated address or telephone number shall be borne by the User.
Art. 4. Prices and Payment
4.1. All prices published on the website are in BGN and include all applicable taxes and fees, including VAT (where applicable).
4.2. Prices do not include delivery charges unless otherwise expressly stated. The cost of delivery is shown separately during checkout.
4.3. The Merchant reserves the right to change prices at any time without prior notice. Changes do not affect already confirmed orders.
4.4. Accepted payment methods: cash on delivery (payment upon delivery), bank transfer, online payment with debit or credit card (if available), and electronic payment systems (if available).
4.5. When paying by bank transfer, the order will be processed after confirmation of receipt of the amount into the Merchant’s bank account.
4.6. The Merchant issues the relevant accounting document (invoice or fiscal receipt) for each sale made.
Art. 5. Delivery
5.1. The standard delivery period is 3–5 working days from confirmation of the order, unless otherwise expressly stated for a specific product.
5.2. Delivery is carried out by licensed courier companies to an address specified by the User or to a courier company’s office.
5.3. Upon receipt of the shipment, the User must check the integrity of the packaging and the conformity of the products with the order. If visible damage or discrepancies are found, the User must refuse acceptance and notify the Merchant immediately.
5.4. If the User has indicated an incorrect address or is unavailable during the attempted delivery, the costs of re-delivery shall be borne by the User.
5.5. The risk of accidental loss or damage to the goods passes to the User from the moment they are received.
Art. 6. Right of Withdrawal (Cooling-off Period)
6.1. Pursuant to Art. 50 of the Consumer Protection Act, the User has the right to withdraw from the distance contract within 14 (fourteen) days without giving reasons and without incurring penalties or compensation.
6.2. The withdrawal period runs from the day on which the User or a third party designated by them, other than the carrier, takes physical possession of the goods.
6.3. To exercise their right of withdrawal, the User must inform the Merchant by:
Sending an explicit and unambiguous statement by email: info@naterraluxe.com
Filling out the standard withdrawal form (available on the website)
Written notification to the address: Via Pontica, Sozopol, Bulgaria
6.4. The goods must be returned no later than 14 days after the notification of withdrawal, in original packaging, without signs of use, with all accessories and documents.
6.5. The costs of returning the goods are borne by the User, unless the Merchant has explicitly declared that it will bear them.
6.6. The Merchant is obliged to refund all amounts, including standard delivery costs, within 14 days of receiving the notification of withdrawal or of receiving the goods.
6.7. The right of withdrawal does NOT apply to (pursuant to Art. 57 of the CPA):
Products manufactured to the User’s specifications or personalized;
Products whose expiry date expires quickly;
Sealed products that have been unsealed after delivery for hygiene reasons;
Audio-visual recordings or computer software in sealed packaging that have been unsealed after delivery;
Digital content supplied online with the User’s express consent.
Art. 7. Complaints and Warranty
7.1. In case of non-conformity of the goods with the contract, the User has the right to make a complaint pursuant to Arts. 112–115 of the CPA.
7.2. The statutory warranty period is 2 (two) years from the date of receipt of the goods (Art. 105 of the CPA).
7.3. A complaint must be submitted within 2 years of receipt of the goods, and the User must report the non-conformity within 2 months of detecting it.
7.4. In case of a justified complaint, the User is entitled to: free repair, replacement with a new product, price reduction, or full refund.
7.5. Complaints should be submitted to: info@naterraluxe.com or to the address: Via Pontica, Sozopol, Bulgaria.
Art. 8. Intellectual Property
8.1. All content of the website – texts, photos, graphics, logos, video materials, databases, and program code – is protected by the Copyright and Related Rights Act and is owned by the Merchant or by persons who have granted a license.
8.2. Copying, distributing, modifying, or any other use of the content without the express written consent of the Merchant is prohibited.
Art. 9. Limitation of Liability
9.1. The Merchant is not responsible for:
Direct, indirect, or consequential damages arising from the use or inability to use the website;
Inability to effect delivery due to force majeure circumstances (natural disasters, war, strikes, government acts, etc.);
Technical problems with internet connectivity or security;
The content of websites of third parties linked from the website.
Art. 10. Amendments to the General Terms and Conditions
10.1. The Merchant reserves the right to amend these General Terms and Conditions at any time. The amendments enter into force from the moment they are published on the website.
10.2. Users are deemed to have been informed upon publication of the new version. Continued use of the website after the changes constitutes acceptance of the new terms.
Art. 11. Applicable Law and Disputes
11.1. These General Terms and Conditions are governed by the laws of the Republic of Bulgaria.
11.2. In the event of disputes, the parties undertake to make good faith efforts to reach an amicable settlement.
11.3. Users may submit a complaint to:
Commission for Consumer Protection (CCP) – www.kzp.bg
EU Online Dispute Resolution Platform (ODR) – ec.europa.eu/consumers/odr
Conciliation Commission at the CCP
11.4. If no agreement is reached, disputes shall be referred to the competent court of the Republic of Bulgaria in accordance with current legislation.
These General Terms and Conditions are effective as of March 25, 2026. This version supersedes all previous versions.
Company: NATERRA LUXE EOOD | UIC: 208551267 | Manager: Reneta Homsi