Delivery and Payment Terms

Ordering through the online store

Through the automated system of Zdravnitza Health Online Store, you can place an order quickly and conveniently by selecting the desired products, quantity, delivery address, delivery method, and payment method.

Before the final confirmation of the order, the system automatically calculates and displays the total amount payable, including the value of the products, applicable discounts, and the delivery cost, where such cost applies.

The delivery price and estimated delivery time are calculated according to the selected country, city, or locality, delivery address, courier, delivery method, weight, volume, and value of the order.

If any of the ordered products are temporarily unavailable, the Zdravnitza team will contact you to inform you about the available options, including delivery at a later stage, replacement, or removal of the product from the order.

Order processing and dispatch

Orders are processed and dispatched on business days - from Monday to Friday, excluding public holidays and non-working days.

Orders placed and confirmed by 15:00 on a business day are usually processed and dispatched on the same day, provided that all ordered products are available and no additional clarification is required. Orders placed after 15:00, as well as orders placed during weekends or public holidays, are processed on the next business day.

During the ordering process, the system displays an estimated delivery period with specific “from-to” dates, calculated according to the selected courier and delivery address.

Phone confirmation is generally carried out for orders within Bulgaria when the customer has selected cash on delivery and has indicated that they would like to be contacted before the order is dispatched.

Delivery within Bulgaria

For deliveries within Bulgaria, Zdravnitza Health Online Store works with the courier companies Speedy, BOX NOW, and Net Courier.

Depending on the location and the selected courier, delivery may be made to:

1. the customer’s address
2. a courier office
3. an automated parcel locker/parcel station
4. a physical Zdravnitza store in Sofia.

Net Courier is used for deliveries within the city of Sofia.

BOX NOW is used for delivery to automated parcel lockers within Bulgaria.

Delivery to a physical Zdravnitza store in Sofia is free of charge. When this method is selected, the customer may pay for the order in advance by card or bank transfer, or pay on site at the store, in cash or by card.

Delivery to European Union countries

Zdravnitza Health Online Store delivers to all countries within the European Union.

For international deliveries, we work with a partner logistics network and local courier operators, depending on the specific country. The available delivery options, estimated delivery time, and delivery price are shown during the ordering process after the delivery address has been entered.

Cash on delivery is not available for orders outside Bulgaria. International orders are dispatched only after advance payment by card or bank transfer.

More information about international delivery and the available courier options by country can be found on the page "International deliveries".

Delivery to countries outside the European Union

Zdravnitza Health Online Store also delivers to selected countries outside the European Union, including Canada, Israel, the United Arab Emirates, Qatar, Switzerland, Thailand, the Philippines, Monaco, and other countries, where the system allows delivery to the respective destination.

The delivery time for countries outside the European Union is usually between 2 and 14 business days, but may vary depending on the country, courier, customs processing, and local delivery conditions.

For deliveries outside the European Union, customs duties, import taxes, import fees, customs clearance fees, bank charges or other local costs may apply. These costs are not included in the order price and are payable by the recipient where applicable.

The customer is responsible for assisting with customs clearance of the shipment, where this is required by the local authorities or by the courier.

If a shipment to a country outside the European Union is not received, is not released from customs, is refused by the customer, or is returned to us due to non-payment of applicable local charges, the actual costs incurred for delivery, return, customs processing, storage, destruction or other proven costs may be deducted from the amount to be refunded. If any amount remains after such deductions, it will be refunded to the customer.

Delivery price

The delivery price is calculated automatically during the ordering process and is displayed before the final confirmation of the order.

The delivery cost depends on the country, location, selected courier, delivery method, weight, volume, value of the order and the applicable conditions at the time of ordering.

For orders within Bulgaria, free delivery may be available under certain conditions. The conditions for free delivery depend on the selected courier, the weight of the shipment, the value of the order, and the current active conditions in the online store.

Free delivery for orders outside Bulgaria applies only if such an option is explicitly shown during the ordering process.

Inspection of the shipment before payment

For certain shipments within Bulgaria, an inspection before payment option may be available.

This option is available for deliveries with Speedy when the shipment is not directed to an automated parcel locker and when the service is available for the selected delivery method.

Inspection before payment is not available for deliveries to BOX NOW, to a Speedy automated parcel locker, or for international deliveries.

For shipments paid in advance by card or bank transfer, the customer does not owe any payment to the courier upon delivery.

Insurance and damaged shipments

All shipments within Bulgaria are sent with insurance / declared value according to the terms of the respective courier.

Upon receiving the shipment, we recommend checking the external condition of the packaging. If you notice visible damage, compromised packaging or any suspicion of damaged contents, please notify the courier and contact us as soon as possible.

In the event of confirmed damage to the shipment or its contents, Zdravnitza reviews each case individually. Depending on the situation and the customer’s preference, we may assist with resending the products, replacing them, or refunding the respective amount.

Delayed, lost or undelivered shipments

The indicated delivery times are estimated and depend on the selected courier, destination, courier operating schedule, public holidays, weather conditions, customs processing for international deliveries, and other circumstances beyond the direct control of Zdravnitza.

Where a specific delivery time or estimated delivery period is shown during the ordering process, it applies to the respective order. In the event of a delay, Zdravnitza will assist with checking the shipment status with the relevant courier and will inform the customer accordingly.

If a shipment is lost or its location cannot be established within a reasonable period of time, Zdravnitza may resend the order or refund the amount paid, depending on the specific case and the customer’s preference.

If the customer refuses to accept a shipment or does not collect it within the storage period provided by the courier, the shipment may be returned to Zdravnitza. For orders outside Bulgaria, the actual costs incurred for delivery, return, customs processing, storage, or other applicable costs may be deducted from the amount to be refunded.

Payment methods

Cash on delivery

Cash on delivery is available only for orders within Bulgaria.

When this payment method is selected, the customer pays the value of the order and the delivery cost, where such cost applies, upon receiving the shipment from the courier.

Cash on delivery is not available for international orders.

Payment by credit or debit card

You can pay for your order by credit or debit card through a secure payment environment. The currently available card payment methods are supported, including Google Pay and Apple Pay, where available for the respective device, card, and country.

When paying by card, the full value of the order is paid, including the delivery cost where such cost applies. After successful payment, no additional amounts are due upon delivery, unless applicable local customs duties, taxes, or fees are charged by the relevant authorities for deliveries outside the European Union.

Card payments are processed through the payment solutions of Viva.com. Zdravnitza does not store and has no access to the full details of your bank card.

Payment by bank transfer

You can pay for your order by bank transfer.

When this payment method is selected, the order is dispatched after the payment has been received in Zdravnitza’s bank account. When paying by bank transfer, the full value of the order is paid, including the delivery cost where such cost applies.

An invoice is issued for orders paid by bank transfer.

Payment upon collection from a physical store

When delivery to a physical Zdravnitza store in Sofia is selected, the customer may pay for the order on site, in cash, or by card.

The customer may also pay for the order in advance by card or bank transfer.

Payment security

Zdravnitza Health Online Store uses a secure connection and payment solutions that ensure reliable processing of online payments.

When paying by card, the card details are entered in the secure payment environment of the payment provider. Zdravnitza does not collect, store, or have access to the customer’s full card details.

Payment documents and invoices

A payment document is issued for every order according to the selected payment method and the type of customer. A fiscal receipt, invoice, or another applicable payment document may be included with the shipment.

An invoice for a legal entity is issued when the customer has provided invoice details during the order.

An invoice is issued for orders paid by bank transfer.

For orders outside Bulgaria, invoices may be issued in English.

Returns and right of withdrawal

The terms for product returns, complaints, and exercising the right of withdrawal are described in detail on the page "Returns Policy".

Please note that certain goods may be returned only if they have not been opened, used, unsealed, or damaged, and if they are preserved in a commercial condition suitable for resale.

The right of withdrawal may not apply to sealed goods which have been unsealed after delivery and cannot be returned for reasons related to hygiene or health protection, as well as in other cases provided for by applicable law.

Where orders are dispatched from

Orders are dispatched from:

Zdravnitza Logistics Centre
5 President Lincoln Blvd., 1618, Sofia, Bulgaria
tel.: +359 2 483 72 91; +359 884 108 026