Is "Zdravnitza" a legitimate and authorized merchant?

"Zdravnitza" is a registered trademark owned by "New S Net" Ltd. The company holds all necessary official registrations for production, storage, and trade.

"New S Net" Ltd. possesses the following official documents and state registrations:

• Certificate of registration for a wholesale food trade facility No. 329065 dated 01.10.2014.
• Certificate for food and dietary supplements distribution, as well as distance food trading under No. BG2203166 (Registration Certificate No. 72528 dated 02.08.2024).
• Certificate of registration for a facility dedicated to the storage and trade of cosmetic products No. 2220027797 dated 18.10.2024.

What is the quality of "Zdravnitza" branded products?

All products available in the "Zdravnitza" online store come with 100% guaranteed quality. They possess all the necessary safety certificates. For a large portion of our products, we have attached laboratory analyses, certificates, and other documentation. You can download these files directly from the description of each respective product.

Upon dispatching every order, the customer receives an official sales document. This document strictly includes:

• Batch (lot) number for each product;
• Expiry date for each product;
• Origin of the product;
• Barcode of the product.

In this document, "New S Net" Ltd. officially declares and certifies that all products are intended for human consumption. They fully comply with the health standards and regulations of the European Commission (EC) Directives for the manufacturing of food, food supplements, and cosmetic products within the European Union (EU).

What is the shelf life of the products?

All products offered by "Zdravnitza" have a shelf life of no less than 3 months from the date of dispatch. Some products inherently have a shorter shelf life due to their natural and organic content. For such items, the exact expiry date is explicitly stated within the product information on the website.

Where are "Zdravnitza" physical stores located in Sofia and what are their working hours?

"Zdravnitza" operates two brick-and-mortar health stores in Sofia, Bulgaria. You can shop in person or pick up an online order at the following addresses:

• Health Store "Zdravnitza" - Sofia, 23 Neofit Rilski Str., contact phone: 024837342.
• Health Store "Zdravnitza"- Sofia, 74 Odrin Str., contact phone: 024230914.

Working hours for both locations in Sofia:

• Monday - Friday: 09:30 AM to 06:30 PM.
• Saturday: 10:30 AM to 03:30 PM.
• Sunday: Closed.

Can I order online and pick up the products in person from a store in Sofia?

Yes. "Zdravnitza" offers a free Click & Collect option from our physical stores in Sofia. By choosing this method, you do not pay any delivery fees. You can pay for your online order in advance via credit/debit card or bank transfer, or you can pay on-site at the store in cash or by card.

Which countries does "Zdravnitza" ship to and what are the delivery times?

"Zdravnitza" delivers its products quickly and securely. We ship orders to the following destinations:

• Bulgaria: Delivery takes 1 to 2 working days from the date of dispatch. Parcels often arrive even faster.
• European Union (EU): Delivery takes 2 to 6 working days.
• International Shipping outside the EU: "Zdravnitza" ships products to Canada, Israel, the United Arab Emirates (UAE), Qatar, Switzerland, Thailand, the Philippines, and Monaco.

Which courier companies are used for shipping?

For deliveries within Bulgaria, "Zdravnitza" partners with the following operators:

• Courier company Speedy - delivers to a personal address or a convenient courier office.
• Courier company BoxNow - performs fast deliveries to automated 24/7 locker stations.
• Courier company NetCourier - provides address delivery exclusively for the city of Sofia.

Is free shipping available and how is the shipping price calculated?

The shipping cost is automatically calculated by the online store system during the checkout process. You will see the exact amount before your final confirmation. The amount depends on the destination country, weight, parcel volume, chosen courier, and the total order value.

Free shipping may be available for orders within Bulgaria. The conditions for free delivery are determined by product weight, total order value, and active promotions. Free shipping for countries outside Bulgaria applies only if the store system displays this option during checkout.

Is there a minimum order value?

No. The "Zdravnitza" online store does not have a minimum order amount requirement. You can place an order for any value, both for Bulgaria and abroad.

What should I do if my order is delayed or has not arrived?

The processing and dispatching flow at the "Zdravnitza" online store depends on your chosen payment method and preferences:

• Cash on Delivery Orders (within Bulgaria): During checkout, you can choose whether a staff member should call you for phone confirmation. If you select the phone call option, the order is dispatched only after we speak with you. If you do not select this option, the order is processed as automatically confirmed and sent directly for packaging.
• Prepaid Orders (Bulgaria & International): All orders paid in advance via credit/debit card or bank transfer are automatically confirmed. They are immediately forwarded to our warehouse for processing and dispatch.

Once your order is handed over to the courier, you will receive an official email notifying you that the shipment has been dispatched. Following this email, delivery times are as follows:

• For Bulgaria: Delivery is completed within 1-2 working days from the date of dispatch.
• For International Orders: The delivery timeframe depends entirely on the specific country and the chosen courier. Detailed information regarding international delivery terms is available in a dedicated section of our online store.

If the parcel is delayed due to the courier company, you can contact their customer service department directly. For any additional questions or assistance, feel free to reach out to the "Zdravnitza" team at +35924837291 or via email at office@zdravnitza.com.

What happens if I receive a damaged or broken product during transport?

All shipments from "Zdravnitza" within Bulgaria are sent with insurance and declared value. We highly recommend checking the packaging in front of the courier. If you notice severe damage, broken items, or a compromised seal, please notify the courier immediately and contact "Zdravnitza". We review each case individually. Depending on the situation and your preference, we can resend the products, arrange a replacement, or issue a full refund.

How can I pay for my online order?

The "Zdravnitza" online store offers the following secure payment methods. Please note that the official currency in Bulgaria is the Euro (EUR). In compliance with national transitional regulations, all prices on our website are displayed in both Euro (EUR) and Bulgarian Lev (BGN) until August. After this period, prices will be indicated exclusively in Euro (EUR):

• Cash on Delivery - payment upon delivery by the courier (available only for orders within Bulgaria).
• Bank Transfer - advance payment to the "Zdravnitza" corporate Euro bank account.
• Credit or Debit Card - direct secure online payment processed natively in Euro (EUR).

How do international customers pay for their orders outside Bulgaria?

All orders with a delivery address outside Bulgaria must be paid for in advance. International customers can pay for their orders online via credit card, debit card (Visa or Mastercard), or through an international bank transfer. Since our online store operates natively in Euro (EUR), transactions within the Eurozone are processed without any currency conversion fees. For customers outside the Eurozone, the final amount charged may vary slightly depending on your local bank's standard exchange rate to the Euro (EUR).

How are international deliveries outside Bulgaria handled?

All international orders are delivered to the exact shipping address provided by the customer. Depending on the country, delivery is handled by various international or local courier operators. Different delivery timeframes, rates, and weight restrictions apply to each individual country. The maximum weight of a single shipment depends entirely on the terms of the specific courier in the destination country. During checkout, the online store system displays an estimated delivery window of working days based on your address.

What are the shipping terms for countries within the European Union (EU)?

"Zdravnitza" provides regular shipping to absolutely all countries within the European Union. For deliveries within the EU, customers do not owe any additional customs duties upon receiving the parcel. The shipping fee is automatically calculated during checkout and is visible before final confirmation. All orders to EU countries are shipped only after advance payment via credit/debit card or bank transfer has been successfully cleared.

What are the shipping terms for countries outside the European Union?

"Zdravnitza" ships products to selected non-EU countries. These destinations include Canada, Israel, the United Arab Emirates, Qatar, Switzerland, Thailand, the Philippines, Monaco, and other countries available for selection in the online store checkout menu. International delivery outside the EU usually takes between 2 and 14 working days. This timeframe may vary depending on the destination country, the chosen courier, customs clearance procedures, and local delivery conditions.

Are there customs duties and additional fees for countries outside the European Union?

For international shipments outside the European Union, local authorities may levy additional fees. These expenses can include customs duties, import taxes, customs clearance fees, or local banking charges. These additional costs are not included in the final order price on our website. All such charges are entirely the responsibility of the recipient.

The customer is responsible for cooperating with local customs authorities or the courier to clear the shipment if required. To facilitate this process, "Zdravnitza" issues and includes the following documentation with the insured shipment:

• Official Invoice - automatically generated in both Bulgarian and English. It strictly includes the international Harmonized System codes (HS codes) for each specific product.
• Certificate of Quality - an official document in English. It contains a detailed description of the products, their batch (lot) numbers, expiry dates, and precise origin.

Can a corporate invoice be issued for a business entity, and what documents do I receive?

Yes. The "Zdravnitza" online store offers the option to issue corporate invoices for businesses. You can fill in your company details during the checkout process or beforehand within your customer profile. "Zdravnitza" issues invoices in both Bulgarian and English.

Along with the corporate invoice, "Zdravnitza" provides a "Certificate of Quality" document in English. This document lists all purchased items, their batch numbers, exact shelf life, and their country of origin.

Can I return a product and how are refunds processed?

Yes. You can return purchased products within 14 calendar days from the date of delivery. The products must be in perfect commercial condition, unopened, unsealed, and unused. Returned items must be shipped to the following address: Sofia, 34A Ovcha Kupel Blvd. ("Zdravnitza" Logistics Center). Shipping costs for returns are borne entirely by the customer.

Crucial Restriction: In accordance with Bulgarian and EU health legislation, products such as herbal teas and dietary supplements cannot be returned once delivered, as this poses a potential risk to human health.

After inspecting the returned items, "Zdravnitza" will refund the amount within 14 days. The refund method depends on the original payment type:

1. For card payments - the amount is refunded back to the same bank card.
2. For bank transfers - the amount is refunded to the same bank account.
3. For Cash on Delivery - the amount is refunded to a bank account that the customer must provide.

If you are returning only a portion of the items from an order, we will refund the price of the returned goods. Initial shipping fees are non-refundable. If the order included a free promotional gift or sample, these must also be returned in pristine condition. Otherwise, their market value may be deducted from your final refund amount.

What should I do if I have an allergy or a specific medical condition?

Comprehensive information regarding the ingredients of each product is accessible on our website. The product description provides an exact and itemized composition list. Information about allergens or specific contraindications is explicitly featured within the text for each individual item. We strongly advise reading the ingredients carefully before making a purchase.

How should "Zdravnitza" products be stored?

The exact instructions for proper storage are detailed inside the information section of each specific product. Storage conditions depend on the type of product and its packaging material. "Zdravnitza" does not offer products with dangerously short expiry dates, nor do we supply items that require exceptionally complex or specialized storage environments.

Are there discounts for regular customers, a loyalty program, or promo codes on the website?

Yes. The "Zdravnitza" online store provides multiple ways to save money and earn rewards:

• Loyalty Program with Bonus Points - when placing orders through your customer profile, you accumulate reward points. Every new purchase earns you additional points. Accumulated points can easily be converted into a discount voucher with a specific monetary value.
• Special Discount Vouchers - "Zdravnitza" sends out exclusive discount vouchers for customer birthdays, first-order welcome discounts, and various other seasonal promotional codes.
• Bulk Quantity Discounts - for "Zdravnitza" branded products and other selected items, we offer substantial volume discounts when buying multiple pieces of the same product. You can receive up to a 15% discount per unit. The tier requirements for quantity discounts are clearly displayed within each product page.

Is "Zdravnitza" product packaging environmentally friendly?

At "Zdravnitza", we are highly committed to offering our products in eco-conscious packaging. A large majority of "Zdravnitza" branded goods are housed in entirely recyclable packaging. Nevertheless, due to the specific preservation needs of certain contents, a small percentage of products are supplied in packaging materials that cannot be recycled.

Are card payments and bank transfers secure on the website?

Yes. The "Zdravnitza" health online store operates over an encrypted, secure SSL connection. We utilize advanced software solutions that guarantee maximum protection for online transactions. All credit and debit card payments are processed directly by the certified payment gateway of Viva.com. During checkout, you input your sensitive details into a completely isolated, secure environment managed by the payment provider. Bank transfers are securely processed through PaySera - a globally recognized and trusted system for secure payments. The "Zdravnitza" online store does not collect, store, or have any access to your full credit card data.

What should I do if I have additional questions about the products?

If you require more details concerning our products, ingredients, or herbs, please get in touch with the "Zdravnitza" team. You can call us at +35924837291 or write to us at office@zdravnitza.com. We will gladly answer your inquiries as quickly as possible.