GENERAL TERMS AND CONDITIONS

OF THE ONLINE STORE

DROGERIYABG.COM

                                                                                                                                                        Effective from: 15 October 2026

 

I. GENERAL PROVISIONS

Art. 1. These General Terms and Conditions govern the relations between “DEXORA” Ltd., UIC 208469998, with registered office and management address: Vidin, “Stroitel” Residential Complex No. 10, hereinafter referred to as the SUPPLIER, and the persons using the website https://www.drogeriyabg.com/ and purchasing the goods offered through it, hereinafter referred to as USERS.

Art. 2. For the purposes of these General Terms and Conditions, a CONSUMER is a natural person who acquires goods or uses services for purposes outside the scope of their trade or professional activity.

The rights provided by mandatory consumer protection legislation apply where the USER has the status of a consumer.

Art. 3. Details of the SUPPLIER:

“DEXORA” Ltd.
UIC: 208469998
Address: Vidin, “Stroitel” Residential Complex No. 10
Email: dexoraltd1@gmail.com
Telephone: 0876 40 50 75
Website: https://www.drogeriyabg.com/

Art. 4.
(1) Before submitting an order, the USER has the opportunity to become acquainted with these General Terms and Conditions.

(2) When placing an order, the USER confirms acceptance of the General Terms and Conditions through the technical means provided in the ONLINE STORE.

(3) The USER and the SUPPLIER may make electronic statements in connection with the conclusion and performance of the contract through the ONLINE STORE, email and other electronic means of communication used by the parties.

II. INFORMATION ABOUT THE GOODS

Art. 5. The main characteristics, price and other material information about each item are specified on the respective product page.

Art. 6.
(1) The images are intended to represent the goods as accurately as possible. Minor visual differences may occur due to screen settings, lighting, photography or changes to the external packaging made by the manufacturer.

(2) Minor differences in shade, appearance or individual visual characteristics may occur between the same item manufactured in different production batches, provided that such differences do not affect the main characteristics, intended use or functionality of the goods.

(3) Minor visual differences do not release the SUPPLIER from the obligation to deliver goods that conform to the contract and to the stated material characteristics.

Art. 7. Product information, size charts, recommendations and descriptions are for informational purposes, unless expressly stated as a characteristic of the specific goods.

Where the proper selection or use of a product requires professional assessment, the general information provided on the website does not replace individual consultation with the relevant specialist.

III. PRICES AND PROMOTIONS

Art. 8.
(1) The price payable by the USER for a product is the price displayed for it at the time the order is submitted, except in the event of an obvious technical or factual error.

(2) Prices in the ONLINE STORE are stated in EUR and include applicable taxes and charges, except for costs expressly stated separately.

(3) Delivery costs, where payable separately, are indicated before the order is finally submitted.

Art. 9.
(1) In the event of an obvious technical or factual error in the price, discount, availability or other material information, the SUPPLIER has the right, before accepting the order, to refuse its fulfilment and notify the USER.

(2) If an advance payment has been made for such an order, the amount received shall be refunded without undue delay.

(3) The SUPPLIER may not unilaterally increase the agreed price after the contract has been validly concluded.

Art. 10.
(1) Promotions, promotional codes, gifts and other commercial offers are used under the conditions announced for the respective campaign.

(2) Different discounts and promotional mechanisms may not be combined unless expressly stated otherwise.

IV. ORDERING AND CONCLUSION OF THE CONTRACT

Art. 11. An order may be placed through the functionalities of the ONLINE STORE and, where the SUPPLIER provides such an option, through another specified communication channel.

Art. 12. Before finally submitting the electronic order, the USER has the opportunity to review the selected goods, quantities, prices, delivery method, payment method and entered information and to correct any errors.

Art. 13.
(1) Receipt of the electronic order is confirmed electronically.

(2) Where an automatically generated message constitutes only confirmation of receipt of the order, it does not in itself constitute acceptance of the order by the SUPPLIER.

(3) The sales contract shall be considered concluded when the SUPPLIER confirms acceptance of the specific order.

Art. 14. The SUPPLIER may decline to accept an order before the contract is concluded where:

1. the ordered goods are not available;
2. an obvious technical or factual error has been identified;
3. the information provided is clearly incomplete, incorrect or does not allow the delivery to be performed;
4. there are objective grounds to suspect abuse or fraud;
5. fulfilment is objectively impossible or would be in breach of the law.

Where payment has been received for such an order, the amount shall be refunded without undue delay.

Art. 15. Order data are stored in the SUPPLIER’s information system in accordance with the applicable legislation.

V. OBLIGATIONS OF THE USER AND ELECTRONIC CORRESPONDENCE

Art. 16.
(1) The USER is obliged to provide accurate, complete and up-to-date information necessary for processing and delivering the order.

(2) The SUPPLIER shall not be liable for delay or inability to deliver caused by an incorrect address, telephone number, name, email address or other incorrect or incomplete information provided by the USER.

(3) Where additional actual costs for repeated delivery arise due to incorrect or incomplete information provided by the USER, such costs may be borne by the USER to the extent permitted by law.

Art. 17.
(1) A registered USER is obliged to keep their account access details confidential and to notify the SUPPLIER promptly in the event of suspected unauthorised access.

(2) Electronic statements made through a user account after use of valid access credentials shall be considered to have been made by the account holder, unless the SUPPLIER has been promptly notified of unauthorised access or the specific circumstances indicate otherwise.

(3) The email address provided by the USER upon registration or when placing an order shall be used for correspondence relating to orders and contractual relations. The USER is obliged to provide a valid and up-to-date email address and to notify the SUPPLIER of any change.

(4) An electronic statement shall be considered sent to the email address specified by the USER when it has entered the relevant information system in a manner allowing access to it, unless the applicable legislation provides otherwise.

(5) Closure or deletion of a user account does not terminate or cancel sales contracts already concluded and not yet fully performed.

VI. PAYMENT

Art. 18. The USER may use the payment methods available and displayed in the ONLINE STORE at the time the order is placed.

Art. 19. In the case of advance payment, fulfilment of the order may begin after confirmation that the payment has been received, unless otherwise agreed for the selected payment method.

VII. DELIVERY

Art. 20.
(1) Delivery is carried out by courier or by another method specified in the ONLINE STORE.

(2) The delivery conditions are specified in the ONLINE STORE or during the ordering process. Where a specific delivery period or date has not been determined in advance in the ONLINE STORE, it shall be agreed with the USER before the SUPPLIER confirms acceptance of the order.

(3) Where no other delivery period has been agreed, the period provided by the applicable legislation shall apply.

Art. 21. The USER is obliged to ensure that the goods can be received at the specified address or courier office.

Art. 22.
(1) The mere failure to receive or collect a shipment does not automatically constitute exercise of the right of withdrawal from the contract.

(2) Where the CONSUMER wishes to exercise the right of withdrawal, they must make an unequivocal statement in the manner provided by law.

(3) In cases of systematic unjustified failure to receive orders resulting in actual costs incurred by the SUPPLIER, the SUPPLIER may, for future orders, require advance payment, restrict a particular payment method or decline to accept a new order, provided that this does not affect contracts already concluded and does not conflict with mandatory legislation.

VIII. RIGHT OF WITHDRAWAL FROM THE CONTRACT

Art. 23.
(1) The CONSUMER has the right, without giving any reason and without owing compensation or a penalty, to withdraw from a distance contract within the statutory 14-day period, except where one of the exceptions provided by law applies.

(2) In the case of a contract for the sale of goods, the period begins from the receipt of the goods by the CONSUMER or by a third party designated by the CONSUMER other than the carrier.

(3) Where several goods are ordered in a single order and are delivered separately, the period begins upon receipt of the last item.

(4) Where the goods consist of multiple lots or parts delivered separately, the period begins upon receipt of the last lot or part.

Art. 24. The right of withdrawal may be exercised by means of:

1. the standard withdrawal form;
2. another unequivocal statement addressed to the SUPPLIER;
3. the electronic “Withdrawal from Contract” function provided in the ONLINE STORE.

The use of a particular method is not a condition for the validity of the withdrawal where the CONSUMER’s decision has been communicated clearly and demonstrably within the applicable period.

Art. 25.
(1) When using the online function, the CONSUMER provides or confirms at least:

• their name;
• information identifying the contract;
• details of the electronic means by which they wish to receive confirmation of the withdrawal.

(2) After reviewing the electronic statement, the CONSUMER submits it through a function labelled “I Confirm the Withdrawal” or by another equivalent unequivocal expression.

(3) The SUPPLIER shall send confirmation on a durable medium, including by email, of receipt of the withdrawal and information concerning its content, date and time of submission, without undue delay and no later than the end of the working day.

Art. 26. In order to comply with the deadline, it is sufficient for the statement of withdrawal to be sent before the expiry of the period.

The exercise of the right of withdrawal is not subject to prior approval by the SUPPLIER.

IX. RETURN OF GOODS FOLLOWING WITHDRAWAL

Art. 27. After exercising the right of withdrawal, the CONSUMER shall send or hand the goods back without undue delay and no later than 14 days from notifying the SUPPLIER.

The return address or courier office shall be specified by the SUPPLIER in the confirmation or subsequent correspondence concerning the withdrawal or shall be provided through the contact channels specified in the ONLINE STORE.

Art. 28.
(1) The direct costs of returning the goods following exercise of the right of withdrawal shall be borne by the CONSUMER, unless the SUPPLIER has expressly agreed to bear them or the law provides otherwise.

(2) A return shipment sent with cash on delivery or with courier charges payable by the recipient may be refused unless otherwise agreed in advance with the SUPPLIER.

Art. 29.
(1) The CONSUMER has the right to inspect and test the goods only to the extent necessary to establish their nature, characteristics and functioning in a manner comparable to an inspection in a physical retail store.

(2) The CONSUMER shall be liable for the actual reduction in the value of the goods where it results from handling beyond what is necessary for such inspection.

(3) Where there is a reduction in value, the SUPPLIER has the right to establish and document the condition of the returned goods and to claim an amount corresponding to the actual reduction in value.

(4) Depending on the type of goods, their condition, the degree and nature of use, damage, contamination or other change caused by handling beyond what is necessary to establish their nature, characteristics and functioning, the reduction in value may be partial or, where the goods have objectively become completely depreciated, may reach up to 100% of the value of the goods.

(5) The amount of the reduction in value shall be determined individually in each case on the basis of the actual condition of the returned goods and shall not constitute a predetermined penalty or fixed deduction.

The SUPPLIER shall document the circumstances on which the determined reduction is based.

Art. 30.
(1) It is recommended that the goods be returned with the available original accessories, instructions and packaging where these have been retained.

(2) The absence solely of transport or external packaging does not automatically result in loss of the right of withdrawal, but the actual condition of the goods and all their components and accessories shall be taken into account when determining any reduction in value.

X. REFUND OF AMOUNTS

Art. 31.
(1) In the event of a validly exercised right of withdrawal, the SUPPLIER shall refund the amounts due to the CONSUMER by bank transfer to a bank account (IBAN) specified by the CONSUMER.

(2) For the purpose of making the refund, the CONSUMER shall provide the IBAN and the name of the account holder of the bank account to which they wish the amount to be refunded. The banking details may be enclosed with the returned goods or sent to the SUPPLIER’s email address.

(3) Where the initial payment was made by bank transfer, the refund may be made to the bank account from which the payment was received, unless the CONSUMER specifies another bank account.

(4) Where payment was made by cash on delivery, the refund shall be made to the bank account specified by the CONSUMER.

(5) The CONSUMER shall be responsible for the accuracy of the banking details provided.

Art. 32.
(1) The SUPPLIER shall refund the amounts due without undue delay and no later than 14 days from the date on which the SUPPLIER was informed of the CONSUMER’s decision to withdraw from the contract.

(2) In the case of a sales contract, the SUPPLIER has the right to withhold the refund until the goods have been received back or until the CONSUMER provides evidence that the goods have been sent back, whichever occurs first.

(3) Upon receipt of the returned goods, the SUPPLIER has the right, without undue delay, to establish and document their condition and any reduction in their value and to exercise its rights under Art. 29.

Art. 33. The provision of the bank account referred to in Art. 31 for the purpose of receiving the refund constitutes an express request and consent by the CONSUMER for the refund to be made by bank transfer to the IBAN specified by the CONSUMER.

XI. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Art. 34. The right of withdrawal does not apply in the cases provided by law, including, where applicable:

1. goods made to order for the CONSUMER or according to their individual requirements;
2. goods which, by their nature, are liable to deteriorate rapidly or have a short shelf life;
3. sealed goods which have been unsealed after delivery and which cannot be returned for reasons related to hygiene or health protection;
4. the other cases in which the applicable legislation excludes the right of withdrawal.

Art. 35.
(1) For goods intended for hygiene or health protection which are supplied in a sealed condition, the restrictions on the right of withdrawal provided by law shall apply where the seal has been broken after delivery and, for reasons related to health protection or hygiene, the goods are not suitable for return.

(2) Where the goods are not originally supplied in sealed packaging or with a hygienic sealing element, the right of withdrawal is not automatically excluded solely because of the type or intended use of the goods.

(3) In the case of compression stockings, compression sleeves and other products whose functional properties depend on preserving their elasticity, shape and degree of compression, the CONSUMER should inspect and test them only to the extent necessary to establish their nature, characteristics, size and functioning.

(4) Wearing, prolonged stretching, excessive pulling, deformation or other handling which exceeds what is necessary for an ordinary fitting and leads to a change in the elasticity, shape, compression characteristics, hygienic condition or commercial appearance of the goods may result in a reduction in their value within the meaning of Art. 29.

(5) When determining the reduction in value, account may be taken of the specific condition of the product, the degree of stretching or deformation, signs of wear, changes in functional characteristics, contamination, odours and other objectively ascertainable circumstances.

The condition may be documented by photographs, video recording, measurement, comparative examination, a report or other appropriate means of evidence.

XII. COMPLAINTS AND STATUTORY GUARANTEE

Art. 36. The right of withdrawal from the contract and the rights arising from non-conformity of the goods are separate rights.

The expiry or inapplicability of the 14-day right of withdrawal does not affect the CONSUMER’s rights in the event of non-conformity of the goods.

Art. 37. The SUPPLIER shall be liable for non-conformity of the goods in accordance with the applicable legislation.

Art. 38. In the event of non-conformity, the CONSUMER shall have the remedies provided by law, including bringing the goods into conformity by repair or replacement and, where the statutory conditions are met, a proportionate reduction in price or termination of the contract.

Art. 39.
(1) A complaint may be submitted in the manner provided by law and through the contact channels specified by the SUPPLIER.

(2) When submitting a complaint, the CONSUMER should identify the goods, describe the problem identified and specify the remedy requested, and should provide the available documents and information relevant to the purchase and the complaint.

Art. 40. Visible signs of improper use, mechanical damage, failure to comply with instructions for use, improper storage, attempts at unauthorised repair or other external influences may be taken into account when assessing whether the particular issue constitutes non-conformity for which the SUPPLIER bears statutory liability.

XIII. UNCOLLECTED AND HIGH-RISK ORDERS

Art. 41.
(1) The SUPPLIER has the right to take reasonable measures to prevent fraud, abuse, fictitious orders and systematic incurring of unjustified costs.

(2) Such measures may include additional confirmation of an order, restriction of a particular payment method or a requirement for advance payment for future orders where objective grounds exist.

(3) The SUPPLIER may decline to conclude a future contract in cases of objectively established systematic abuse or non-performance by the USER, provided that such refusal does not constitute a breach of a mandatory statutory provision.

(4) The measures under this Article do not affect statutory rights under a contract already concluded.

XIV. INTELLECTUAL PROPERTY

Art. 42.
(1) The content of the ONLINE STORE — texts, graphics, images, structure, design, databases, trade designations and other materials — is protected by the applicable legislation, except where the rights belong to an indicated third party.

(2) Its use beyond ordinary browsing and shopping, including systematic copying, extraction or reproduction for commercial purposes, is permitted only where there is a legal basis or the consent of the holder of the respective rights.

XV. PERSONAL DATA

Art. 43. Personal data are processed in accordance with Regulation (EU) 2016/679, the applicable Bulgarian legislation and the Privacy and Personal Data Protection Policy published in the ONLINE STORE.

Art. 44. Data provided upon registration, when placing an order or in subsequent communication may be processed for the conclusion and performance of the contract, delivery, payment, customer service, exercise of the right of withdrawal, complaints, accounting and statutory obligations and other lawful purposes described in detail in the Privacy Policy.

XVI. FORCE MAJEURE AND TECHNICAL INTERRUPTIONS

Art. 45. The SUPPLIER shall not be liable for non-performance or delay caused by force majeure or other circumstances beyond its reasonable control, to the extent permitted by law.

Once the cause ceases to exist, performance shall continue where it remains possible and there is still an interest for the parties.

Art. 46. Temporary interruptions of the ONLINE STORE may occur due to maintenance, updates, problems affecting the hosting provider, electronic communications, technical malfunction or another objective circumstance.

The SUPPLIER shall make reasonable efforts to restore normal operation.

XVII. COMPLAINTS AND DISPUTES

Art. 47. The USER may submit a complaint, objection or enquiry directly to the SUPPLIER through:

Email: dexoraltd1@gmail.com
Telephone: 0876 40 50 75

The SUPPLIER shall consider complaints and objections received in accordance with the applicable legislation.

Art. 48. The CONSUMER may refer the matter to the Bulgarian Consumer Protection Commission and, where applicable, to a competent body for alternative resolution of consumer disputes.

Disputes may also be referred to the competent court in accordance with the applicable legislation.

XVIII. AMENDMENTS TO THE GENERAL TERMS AND CONDITIONS

Art. 49. The SUPPLIER may amend these General Terms and Conditions in the event of changes in legislation, the functionalities of the ONLINE STORE, delivery or payment methods, commercial organisation or another objective necessity.

Art. 50. For a specific order, the version of the General Terms and Conditions in force at the time the contract was concluded shall apply, unless the law provides otherwise.

A subsequent amendment to the General Terms and Conditions may not retroactively alter the terms of an already concluded contract to the detriment of either party.

XIX. FINAL PROVISIONS

Art. 51. If an individual provision of these General Terms and Conditions is declared invalid or unenforceable, this shall not automatically result in the invalidity of the remaining provisions.

Art. 52. Matters not regulated herein shall be governed by the applicable legislation of the Republic of Bulgaria and the applicable law of the European Union.

The choice of Bulgarian law shall not deprive the CONSUMER of mandatory protection afforded to them under the applicable law.

Art. 53. The Bulgarian version of the General Terms and Conditions is the primary version. Where a translation into another language is available, it is provided for the convenience of USERS without limiting any mandatory rights granted to them under the applicable legislation.

Art. 54. These General Terms and Conditions are published on the website of the ONLINE STORE and shall enter into force on the date specified at the beginning.