Delivery, payment, return of goods…

Delivery in Bulgaria

1. General Terms

By submitting an online order, you agree to pay the price of the selected products and the applicable delivery fee indicated during the ordering process.

2. Delivery Methods

Delivery within Bulgaria is carried out by the following courier companies:

2.1. BOX NOW

BOX NOW offers delivery to parcel lockers.

You can find the full list of available BOX NOW parcel lockers on the BOX NOW website.

If you choose free delivery to a BOX NOW parcel locker, your order must be prepaid by debit or credit card.

2.2. Speedy

Speedy offers delivery to the customer’s address, Speedy offices, or parcel lockers.

You can find the full list of Speedy offices and parcel lockers on the Speedy website.

If you choose delivery with Speedy, you can pay by debit or credit card or by bank transfer.

3. Delivery Time

Deliveries within Bulgaria are carried out by BOX NOW and Speedy.

We aim to dispatch all orders within 24 hours on business days. The online store does not process orders on Saturdays, Sundays, or public holidays. Orders placed during non-business days will be processed and dispatched on the first subsequent business day.

  • Orders placed by 2:00 p.m. on a business day: maximum delivery time of up to 2 business days.

  • Orders placed after 2:00 p.m. on a business day: maximum delivery time of up to 3 business days.

For smaller settlements where delivery is carried out according to a specific schedule, please refer to the Speedy delivery schedule.

4. Delivery Prices

Speedy

  • Free delivery for orders over €30 / BGN 58.67 to Speedy parcel lockers and offices.

  • For orders below €30 / BGN 58.67, delivery to Speedy parcel lockers and offices is charged at a fixed price of €1.95 / BGN 3.81.

  • Delivery to an address: the applicable delivery fee is paid by the recipient upon delivery.

BOX NOW

  • Free delivery for orders over €30 / BGN 58.67 to BOX NOW parcel lockers.

  • For orders below €30 / BGN 58.67, delivery to BOX NOW parcel lockers is charged at a fixed price of €1.95 / BGN 3.81.

Delivery Outside Bulgaria

1. General Terms

By submitting an online order, you agree to pay the price of the selected products and the applicable delivery fee indicated during the ordering process.

2. Delivery Method

International deliveries are carried out by DHL.

2.1. DHL

DHL offers delivery to the customer’s address.

International orders must be prepaid by debit or credit card or by bank transfer.

3. Customs and Import Charges

All orders shipped outside the European Union may be subject to customs clearance.

Please note that any additional import duties, taxes, customs fees, or other charges applicable in the destination country are the responsibility of the importer.

4. Delivery Time

Delivery times depend on the destination country and the specific delivery service selected.

5. Delivery Prices Outside Bulgaria

The following DHL delivery rates apply:

  • Free delivery for orders over €100.

  • For orders below €100, a fixed delivery fee of €18.95 applies.

Payment

Orders may be paid using one of the payment methods available in the online store.

We offer the following payment methods:

  1. Credit or debit card – payment is made during the ordering process.

  2. Bank transfer – payment is made by bank transfer using the bank details provided during the ordering process.

Cancellation, Withdrawal and Returns

1. Right of Withdrawal

If you are a consumer, you have the right to withdraw from your distance purchase without giving any reason within 14 calendar days from the day on which you, or a third party designated by you (other than the carrier), receive the products.

To exercise your right of withdrawal, you must inform us of your decision before the expiry of the 14-day period. We recommend that you submit your request in writing by email or other written means so that the date of your notification can be established.

The right of withdrawal does not apply in cases where an exception provided for by applicable consumer protection legislation applies. This may include, for example, certain sealed products that are not suitable for return for reasons of hygiene or health protection once the seal has been broken.

2. Return of Products Following Withdrawal

After notifying us of your withdrawal, you must send the products back to us without undue delay and, in any event, no later than 14 calendar days from the date on which you notified us of your withdrawal.

The products should be returned in a condition that allows us to establish their nature, characteristics and functionality. You are responsible for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.

Unless otherwise required by applicable law, the direct cost of returning the products is borne by the customer.

Products should be returned to:

Orenda Group
ul. Let. Radul Milkov 9
Bojurishte, Bulgaria
Tel.: +359 882 170 784

Please do not send returned products with cash on delivery, as we may refuse to accept such shipments.

3. Refunds

Following a valid exercise of the right of withdrawal, we will refund the payments received from you, including the cost of the original standard delivery service, without undue delay and in accordance with the applicable statutory requirements.

If you selected a delivery method that is more expensive than the least expensive standard delivery method offered by us, we are not required to refund the additional cost resulting from your choice of the more expensive delivery method.

We may withhold the refund until we have received the returned products or until you provide evidence that you have sent the products back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

4. Products Returned Due to Defect or Non-Conformity

The above provisions do not affect your statutory rights in relation to defective, damaged, incorrectly delivered, or otherwise non-conforming products.

If a product is defective or does not conform to the order, please contact us as soon as possible. Your statutory consumer rights, including applicable rights to repair, replacement, price reduction, or refund, remain unaffected.

Where a return is required due to a defect, non-conformity, or an error on our part, the applicable return and delivery costs will be borne by us in accordance with applicable law.

5. Refused or Uncollected Shipments

If an order has been correctly dispatched in accordance with the customer’s order, but the customer:

  • refuses to accept the shipment from the courier;
  • fails to collect the shipment from a courier office or parcel locker within the applicable collection period;
  • provides an incorrect or incomplete delivery address or other incorrect delivery information; or
  • otherwise causes the shipment to be returned to us,

and the customer has not notified us that they are exercising their statutory right of withdrawal or otherwise cancelling the order in accordance with applicable law, the shipment will be treated as a refused or uncollected shipment.

In such cases, the customer is responsible for the actual delivery and return-to-sender costs incurred by us as a result of the refused or uncollected shipment, to the extent permitted by applicable law.

If the order has already been paid for, any amount due to the customer may be refunded after deducting the actual delivery and return-to-sender costs incurred by us, where such deduction is permitted by applicable law.

If the customer has properly exercised their statutory right of withdrawal before the shipment is returned to us, the provisions governing the Right of Withdrawal, Return of Products and Refunds shall apply instead.

For the avoidance of doubt, failure to collect a parcel or refusal to accept delivery, without notifying us of the exercise of the statutory right of withdrawal, does not by itself constitute a notification of withdrawal.

6. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at +359 882 170 784.

If the order has not yet been dispatched, we will make reasonable efforts to cancel it without charging delivery or return costs.

If the order has already been dispatched, the provisions concerning withdrawal, returns, or refused/uncollected shipments above will apply, as applicable.

7. Return Conditions

Where applicable, products returned following withdrawal should be:

  • accompanied by the order or payment details necessary to identify the purchase;

  • securely packaged to prevent damage during transportation; and

  • in a condition that allows us to establish their nature, characteristics and functionality.

The absence of the original packaging does not, by itself, prevent you from exercising your statutory right of withdrawal. However, you may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the products.

8. Contact for Returns and Cancellations

For cancellation, withdrawal, return, or other questions concerning an order, please contact:

Orenda Group
Tel.: +359 882 170 784
ul. Let. Radul Milkov 9
Bojurishte, Bulgaria

Complaints and Questions

If you have any questions or complaints concerning our products or services, please contact us at:

Tel.: +359 882 170 784

We will make every effort to address your concerns and resolve any issues as quickly as possible.

Dispute Resolution

The supervisory authority responsible for consumer protection in Bulgaria is the Commission for Consumer Protection (Consumer Protection Commission).

Address:
1000 Sofia, 4A Slaveykov Square, floors 3, 4 and 6
Bulgaria

Tel.: (02) 980 25 24
Fax: (02) 988 42 18
Consumer hotline: 0700 111 22
Website: kzp.bg

In the event of a dispute concerning obligations arising from an online sales contract, where no agreement can be reached between the parties, the consumer may refer the dispute to an alternative dispute resolution (ADR) body under the terms and conditions of Article 181a et seq. of the Bulgarian Consumer Protection Act.

Additional information regarding alternative dispute resolution is available on the website of the Commission for Consumer Protection.