TERMS OF USE & SALE (ONLINE STORE “ZDRAVNITZA”)

Last updated: 25.02.2026

These Terms govern the use of the online store shop.zdravnitza.com and the conditions for concluding and performing distance sales contracts between “New S Net” Ltd. (Seller) and customers (users/buyers).

1. Trader information

Seller: “New S Net” Ltd. (Bulgarian company), UIC 121797027, VAT BG121797027

Registered address: 74 Odrin St., Sofia, Bulgaria

Contacts: office@zdravnitza.com; +359 2 483 72 91; +359 884 108 026

Trademark: “Zdravnitza” - registered trademark in Bulgaria owned by “New S Net” Ltd.

Customer service (logistics centre): Mon-Fri 09:00-17:00

Return/complaint address: 34A Ovcha Kupel Blvd., Building 2 (behind “Zdraveto” hospital), Sofia, 1618, Bulgaria - Zdravnitza Logistics Centre.

Additional contact channels: Contact us.

2. Definitions

- Site/Online store - shop.zdravnitza.com.
- Customer/User - any person who visits the Site and/or places an order.
- Consumer - a natural person acting outside their trade/profession.
- Business customer (B2B) - a person ordering in the course of trade/profession.
- Distance contract - a contract concluded without simultaneous physical presence (online or by phone).

3. Scope and acceptance

3.1. These Terms apply to all customers of the Site.

3.2. By placing an order, you confirm that you have read, understood, and accepted these Terms.

3.3. We may update these Terms at any time. The current version published on the Site applies from the date of publication.

4. Products and information on the Site

4.1. The Site offers food supplements, herbs and herbal products, herbal blends and teas, foods, cosmetics, detergents/household products, and other items.

4.2. Information on the Site (descriptions, articles, recommendations) is for informational purposes and does not constitute medical advice.

4.3. Age restrictions: certain products may have age recommendations/restrictions stated on the label/description. Customers must follow such instructions.

4.4. Product images are illustrative. Packaging design may change without affecting the product’s characteristics, unless stated otherwise.

5. Account and accuracy of data

5.1. Orders may be placed with an account or as a guest (where available).

5.2. You are responsible for providing accurate order data (email, phone, address). Incorrect/incomplete data may cause delays or failed delivery.

5.3. You must keep your account credentials secure and notify us if you suspect unauthorized access.

6. Orders and contract formation

6.1. Online orders: the contract is considered concluded when you complete the checkout (after selecting a payment method and confirming the order) and receive an order confirmation email.

6.2. Phone orders: You may place an order by phone. Calls may be recorded; an automated message is played when you call. If you do not want the call to be recorded, you can place your order online, contact us by email, or via Live chat.

6.3. We may refuse/cancel an order for objective reasons (e.g., out of stock, technical error, obvious pricing mistake) or in case of abuse, including repeated refusal/uncollected shipments attributable to the customer. If payment has been received, it will be refunded.

6.4. We may offer a substitute product/quantity in case of unavailability, only with your explicit consent.

7. Prices, promotions, and invoicing

7.1. All prices are in euro (EUR), VAT included, rounded to 2 decimal places.

7.2. Promo codes/discounts: validity and combinability depend on the specific code/campaign. Some codes can be combined; others cannot. Some apply only to specific products.

7.3. An invoice can be issued upon the customer’s request, provided that correct invoicing details are supplied.

7.4. In case of an obvious technical error in price/description, we may cancel the order or propose a correction; you may accept or refuse.

8. Payment methods

- Cash on delivery - available for deliveries within Bulgaria only.
- Card payments - via Viva.com / VivaWallet payment system.
- Bank transfer - orders are processed after funds are received.

8.2. Payment is considered completed: for card payments - after confirmation by the payment system; for bank transfers - after the funds reach our bank account.

9. Delivery

9.1. Deliveries in Bulgaria are performed via Speedy, BOX NOW, Net Courier, DPD (and other options available at checkout).

9.2. International deliveries are organized through euShipment and local courier partners in the destination country.

9.3. Delivery terms and timeframes: Delivery to Bulgaria and International deliveries.

9.4. For Bulgaria, shipments are insured and typically sent with an “inspection before acceptance” option (where applicable). Customers should inspect the parcel upon receipt and request a damage report from the courier if needed.

9.5. Store pick‑up may be available for certain orders/locations depending on the option selected at checkout.

10. Withdrawal and returns (Consumers)

10.1. Consumers have the right to withdraw from a distance contract within 14 days from receiving the goods, without giving any reason.

10.2. Detailed rules and procedure: Return Policy.

10.3. Return shipping costs are borne by the customer unless the return is due to our mistake/non‑conformity or otherwise agreed.

10.4. Refunds are made within 10 business days after the returned goods are received at our logistics centre, using the same payment method unless agreed otherwise.

10.5. Exceptions: the right of withdrawal may not apply in cases provided by law, including (but not limited to) sealed goods unsealed after delivery for hygiene/health protection reasons, and perishable goods.

10.6. The withdrawal right does not apply to business customers (B2B), unless expressly agreed.

11. Complaints, non‑conformity, and missing/damaged items

11.1. Customers should inspect the delivery upon receipt. Visible damage should be documented with the courier.

11.2. Non‑conformity may include: wrong item, missing item, or transport damage (e.g., opened/damaged packaging).

11.3. Complaints should be submitted to office@zdravnitza.com, including order number and, where possible, photos.

11.4. Response time: up to 14 business days.

12. Intellectual property

12.1. Site content (texts, images, designs, logos, databases) is owned by the Seller or used on a lawful basis.

12.2. Copying/distribution without explicit written permission is prohibited. When quoting, please credit Zdravnitza and link to the Site unless otherwise agreed.

13. Personal data and cookies

13.1. Personal data processing is described in our Privacy Policy.

13.2. Cookies and consent management are described in our Cookie Policy.

13.3. All external scripts and analytics/marketing tools (e.g., analytics, advertising, chat, email tracking) are optional and can be disabled by the user via cookie settings.

14. Limitation of liability. Force majeure

14.1. We are not liable for non‑performance caused by events beyond our reasonable control (force majeure), including natural disasters, strikes, outages, disruptions at couriers/providers, or administrative restrictions.

14.2. We are not liable for damages resulting from improper use of products or failure to follow usage/storage instructions on the label/description.

15. Applicable law and dispute resolution

15.1. Bulgarian law applies to matters not expressly regulated herein.

15.2. The parties will attempt to resolve disputes amicably. Consumers may also use alternative dispute resolution (ADR). In Bulgaria, you may contact the conciliation commissions at the Bulgarian Consumer Protection Commission (KZP). For general information on consumer redress and ADR in the EU, please refer to the European Commission’s pages on consumer redress/ADR.

15.3. Courts of competent jurisdiction apply according to mandatory legal rules.

16. Final provisions

16.1. If any provision is found invalid, the remaining provisions remain in force.

16.2. The current version of these Terms is the one published on the Site.