Terms & Conditions

Terms of Use

These general terms and conditions govern the relationship between "Marta-2005" Ltd., hereinafter referred to as the "Merchant," and the users of the web pages and services located at http://www.palmers.bg, hereinafter referred to as "Users."

"Marta-2005" Ltd. is a company registered under the Commercial Law of the Republic of Bulgaria with UIC 131456857, address: Sofia, 2A Boris Hristov Street, email: sales@palmers.bg, phone: 0898572374.

Please read these General Terms and Conditions in full before using the informational and commercial services offered on the Site (hereinafter referred to as "Services").

This document contains information about the activities of "Marta-2005" Ltd. and the general terms of use of the services provided by "Marta-2005" Ltd., governing the relationship between us and each of our users.

Acceptance of the General Terms and Conditions is a necessary and mandatory condition for concluding a contract between the User and the Merchant.

By accepting the General Terms and Conditions, the User agrees to have their personal data processed on the basis of the contract concluded between them and the Merchant.

Definitions

For the purposes of these general terms and conditions, the following terms shall be understood as follows:

Site – http://www.palmers.bg and all its subpages.

User – any natural person who acquires goods or uses services not intended for commercial or professional activity, and any natural person who, as a party to a contract under this law, acts outside the scope of their commercial or professional activity.

General Terms and Conditions – these General Terms and Conditions, which include terms of use, cookies, registration and delivery rules, voluntary dispute resolution, withdrawal and exchange forms, and any other legally significant information found on the Site.

Personal Data – information about a natural person that reveals their physical, psychological, mental, family, economic, cultural, or social identity.

Goods – movable tangible items, except items sold under enforcement proceedings or through other measures by authorities empowered by law, as well as items abandoned or seized in favor of the state and declared for sale by state authorities. Goods also include water, gas, and electricity when offered for sale in limited volume or a specific quantity.

Sales Contract – a contract by which the merchant transfers or undertakes to transfer ownership of goods to the consumer, and the consumer pays or undertakes to pay the price for them, including contracts whose subject matter simultaneously includes goods and services.

Alternative Consumer Dispute Resolution Procedure – a procedure for out-of-court resolution of consumer disputes, meeting the requirements of this law and carried out by an alternative consumer dispute resolution body.

Services Provided

On the Site, Users have the opportunity to conclude purchase and sale contracts for goods offered by the Merchant.

Orders

Users use the website interface to conclude contracts with the Merchant for the offered goods.

2.1. The purchase and sale contract for goods is considered concluded from the moment the Merchant confirms the order.

2.2. In the absence of stock of a given item, the Merchant reserves the right to refuse the order.

2.3. After selecting one or more items offered on the Merchant's website, the User must add them to their shopping list.

2.4. The User must provide delivery details, a current contact phone number, and choose the payment method and timing, then confirm the order through the site interface.

2.5. Upon placing an order, the User receives a call from a "Marta-2005" Ltd. representative at the provided phone number to confirm the order.

The Merchant has the right to refuse to conclude a contract with an incorrect User.

3.1. The Merchant has the right to treat a User as incorrect in cases where:

the User fails to comply with the General Terms and Conditions;
rude, arrogant, or abusive behavior toward the Merchant's representatives has been established;
systematic abuse by the User toward the Merchant has been established.

The Merchant has the right to delete the account of an incorrect User from its system, as well as to suspend the fulfillment of orders placed by the incorrect User even after their account has been deleted. An incorrect User is one who has placed two orders for delivery of goods from the Merchant but has not received or paid for them at the delivery location.
Orders are delivered via the courier company "Speedy." Delivery is at the Merchant's expense when the order value on the site exceeds €10.23 / BGN 20.00. If the User wishes to place an order below €10.23 / BGN 20.00, delivery costs are borne by the User, and the User must contact us to assist with processing the order.
The prices of the offered goods are those listed on the Merchant's website at the time of placing the order, except in cases of obvious error.

6.1. Prices include VAT and all applicable taxes and fees.

The Merchant reserves the right to change the prices of goods offered on the site at any time and without notice; such changes will not affect already placed orders.
The Merchant may offer discounts on goods offered on the site in accordance with Bulgarian legislation and rules set by the Merchant. The rules applicable to such discounts are available where the discount is displayed. Discounts may be provided in various forms (e.g., promotions, loyalty discounts provided individually, randomly, or as a result of participation in a contest or customer survey).

8.1. Different types of discounts cannot be combined when ordering and purchasing the same item.

Payment

When a User returns goods with the right to a refund for any reason, the amount to be refunded is reduced by the value of the discount applied to the goods, and only the actually paid amount is subject to reimbursement.
The User may pay for ordered goods using one of the methods listed on the website. The following payment methods are available on the Site:

Cash on delivery with a receipt

For courier delivery with cash on delivery, the User must pay the price of the ordered items upon receiving the goods.

11.1. Upon payment to the courier, the User receives a receipt for the amount owed.

11.2. If the User wishes to receive an invoice, they should keep the receipt from the courier company and attach it to the invoice.

Withdrawal from Contract and Exchange

The User has the right to withdraw from the contract without stating a reason, without owing compensation or penalty, within 14 days from the date of receipt of the goods by the User or a third party.
To exercise this right, the User must unambiguously notify the Merchant of their decision to withdraw, identifying the goods they wish to return by providing all details about the order and delivery, including but not limited to: the contents and value of the order, the details of the person who placed the order, the details of the person who received the delivery, and the date of delivery.
The Merchant publishes a withdrawal form on its website.
To exercise the right of withdrawal, the Merchant provides the User with the option to complete and submit the standard withdrawal form electronically via the website, or another unambiguous statement. In such cases, the Merchant immediately sends the User a confirmation of receipt of the withdrawal on a durable medium.
The User is obligated to return the goods at their own expense, together with the receipt received from the courier company "Speedy" and the invoice (if any), delivering them to the Merchant or an authorized representative within 14 days of the date on which the User exercised the right of withdrawal.
When returning goods, they must be in their original packaging, with no signs of use or damage to their commercial appearance.
The Merchant has the right to delay the refund until the goods have been returned.
If the User fails to fulfill their obligation to return the goods without notifying the Merchant of the delay and without providing a valid reason, it is considered that they have withdrawn their statement of exercising the right of withdrawal.
When the Merchant has incurred expenses in connection with the performance of the contract and the User withdraws, the Merchant has the right to retain the corresponding amount for those expenses or to require their payment.
The User does not have the right to withdraw from the contract in cases where the subject matter includes:

delivery of sealed goods that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.

The Site does not offer a preview or try-on option for orders due to the nature of the goods offered. Every customer has the right to return purchased products within 14 days.

The Merchant refunds to the User the price paid for the returned goods. Return shipping costs are borne by the User.

Warranties and Complaints

The User has the right to file a complaint for any non-conformity of the goods or service with what was agreed/ordered, when such non-conformities are discovered after delivery.
The User may not dispute the conformity of the consumer goods with the sales contract when:

at the time of concluding the contract, the User knew or could not have been unaware of the non-conformity;
the non-conformity is due to materials provided by the User.

When a complaint is satisfied by replacing the goods with others conforming to the agreement, the Merchant will preserve for the User the original terms of the sales contract.
When filing a complaint, the User may claim a refund of the paid amount or a replacement of the goods with others conforming to the agreement.
Complaints may be submitted verbally by calling the Merchant's phone number or in writing via the provided email, by post, or delivered to the company's address. The Merchant provides access to a complaint form on its website.
When filing a complaint, the User specifies the subject of the complaint, their preferred method of resolution, the claimed amount, and their contact address, phone number, and email.
When filing a complaint, the User must also provide the following supporting documents:

receipt / invoice;
protocols, acts, or other documents establishing the non-conformity of the goods with the agreement;
other documents establishing the claim by basis and amount.

A complaint regarding consumer goods may be filed within two years of delivery, but no later than two months after the non-conformity is discovered.
This period is suspended during the time required to reach an agreement between the seller and the consumer for resolving the dispute.
Filing a complaint does not preclude filing a lawsuit.
The Merchant maintains a register of filed complaints. The User receives a document at their provided email address indicating the complaint number from the register and the type of goods.
When the Merchant resolves a complaint, it issues a document in two copies and is obligated to provide one copy to the User.
In the case of a justified complaint, the Merchant brings the goods into conformity with the sales contract within one month of the complaint being filed by the User.
In the event of non-conformity of consumer goods with the sales contract, and if the User is not satisfied with the resolution of the complaint, the User has the right to cancel the contract and receive a refund of the amount paid.
The User may not claim a refund if the Merchant agrees to replace the consumer goods with new ones.
The User may not claim cancellation of the contract if the non-conformity of the consumer goods is minor.

Intellectual Property

Intellectual property rights over all materials and resources (photos, texts, visualizations, etc.) on the Merchant's website (including available databases) are protected under the Law on Copyright and Related Rights, belong to the Merchant or to the respective person who has granted the right of use to the Merchant, and may not be used in violation of applicable law.
In the case of copying or reproducing photos, texts, or information from the site, or any other violation of intellectual property rights over the Merchant's resources, the Merchant has the right to claim compensation for both direct and indirect damages in full.
Unless expressly agreed otherwise, the User may not reproduce, copy, alter, delete, publish, distribute, or otherwise disclose the informational resources published on the Merchant's website.
The Merchant undertakes to exercise due care to ensure that the User has normal access to the provided services.