Terms And Conditions

GENERAL TERMS AND CONDITIONS

OF THE ONLINE STORE

DROGERIYABG.COM

Effective from: 12 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 only where the USER has the status of a consumer.

Art. 3.Details of the SUPPLIER:

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

Art. 4.The use of the ONLINE STORE and the placement of an order mean that the USER has had the opportunity to become acquainted with these General Terms and Conditions before submitting the order.

When placing an order, the USER confirms acceptance of the General Terms and Conditions through the technical means provided on the website.

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.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.

Such 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 they expressly constitute a characteristic of the specific goods.

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

III. PRICES AND PROMOTIONS

Art. 8.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.

Prices in the ONLINE STORE are stated in EUR.

Delivery costs, where payable separately, are indicated before the order is finalised.

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

If an advance payment has been made, the amount received shall be refunded without undue delay.

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

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

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 the final submission of the electronic order, the USER has the opportunity to review the selected goods, quantities, prices and delivery method and to correct any errors made.

Art. 13.Receipt of the electronic order is confirmed electronically.

Where the automatically generated message is designated solely as confirmation of receipt of the order, it does not in itself constitute acceptance of the order.

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 error has been identified;
3. the information provided is clearly incomplete, incorrect or does not allow delivery to be carried out;
4. there are objective grounds to suspect abuse or fraud;
5. fulfilment is 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

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

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 information provided by the USER.

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

Art. 17.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.

Where there are reasonable grounds to suspect abuse, the SUPPLIER may temporarily restrict access to the account in order to protect the USER and the system.

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.Delivery is carried out by courier or by another method specified in the ONLINE STORE.

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

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

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

In cases of repeated unjustified failure to receive orders resulting in proven costs for the SUPPLIER, the SUPPLIER may require advance payment for future orders or refuse to accept them, provided that this does not conflict with mandatory legislation and does not affect contracts already concluded.

VIII. RIGHT OF WITHDRAWAL FROM THE CONTRACT

Art. 23.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.

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

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

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

1. the standard product return 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.When using the online function, the CONSUMER provides or confirms at least:

their name, information identifying the contract and information regarding the electronic means by which they wish to receive confirmation of the withdrawal.

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

The SUPPLIER sends confirmation on a durable medium (email) of the receipt, content, date and time of the submitted withdrawal 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 shall be clarified in advance by telephone using the contact details stated in the Online Store.

Art. 28.The direct costs of returning the goods in the case of an ordinary withdrawal shall be borne by the CONSUMER, unless the SUPPLIER has expressly agreed to bear them or the law provides otherwise.

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.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.

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

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

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 their sale price.

The amount of the reduction in value shall be determined in each individual 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.

The CONSUMER shall not be liable for the reduction in value in cases where the law excludes such liability, including where they have not been duly informed of their right of withdrawal in accordance with the applicable legislation.

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

The absence solely of transport or external packaging does not automatically result in loss of the right of withdrawal, but the CONSUMER shall be liable for any proven reduction in value in accordance with the law.

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) When submitting the withdrawal, 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.

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

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

(5) The CONSUMER is responsible for the accuracy of the banking details provided. The additional difference in price where the CONSUMER voluntarily selected a more expensive delivery method shall not be refunded.

Art. 32.
(1) The SUPPLIER shall refund the amounts due to the CONSUMER without undue delay and within the time limits provided by the applicable legislation.

(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 they have sent the goods back, in accordance with the applicable legislation.

(3) Upon receipt of the returned goods, the SUPPLIER has the right to establish and document their condition and any reduction in their value in accordance with Art. 29 of these General Terms and Conditions.

Art. 33.The amounts shall be refunded using the same means of payment used for the initial transaction, unless the CONSUMER expressly agrees to another method which does not result in additional costs for them.

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 or according to the individual requirements of the CONSUMER;
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 expressly specified in Art. 57 of the Bulgarian Consumer Protection Act.

Art. 35.
(1) For goods intended for hygiene or health protection which are supplied by the manufacturer in a sealed condition, the statutory restrictions on the right of withdrawal 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 by the manufacturer 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 shall be considered a circumstance which may lead to a reduction in their value within the meaning of Art. 29.

(5) Where, as a result of such handling, a compression product has wholly or partially lost its original functional or commercial characteristics and objectively can no longer be offered again as new, the SUPPLIER has the right to determine and document the actual reduction in value. Depending on the specific condition, such reduction may be partial or, in the event of complete depreciation of the goods, may reach up to 100% of their sale price.

(6) When making the assessment, account shall be taken of the specific condition of the product, the degree of stretching or deformation, signs of wear, impaired functional characteristics, contamination, odours and other objectively ascertainable circumstances. The SUPPLIER has the right to document the condition by means of photographs, video recording, measurement, comparative examination, a report or other appropriate means.

XII. COMPLAINTS AND STATUTORY GUARANTEE

Art. 36.The right of withdrawal from the contract and the right to make a complaint in the event of non-conformity are separate rights.

The expiry or inapplicability of the 14-day right of withdrawal does not deprive the CONSUMER of their statutory 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.

The choice between repair and replacement shall be exercised within the limits provided by law, including where the chosen remedy is impossible or would result in disproportionate costs.

Art. 39.A complaint may be submitted by the methods provided by law.

When submitting a complaint, the CONSUMER should describe the goods, the identified non-conformity, the remedy requested and provide the available documents evidencing the purchase and the claim.

Art. 40.Visible signs of improper use, mechanical damage, failure to comply with instructions for use, improper storage or external influences shall 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.The SUPPLIER has the right to take reasonable measures to prevent fraud, abuse, fictitious orders and systematic incurring of unjustified costs.

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.

The measures may not restrict statutory rights under a contract already concluded.

XIV. INTELLECTUAL PROPERTY

Art. 42.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.

Its use beyond ordinary browsing and shopping, including systematic copying or reproduction for commercial purposes, is permitted only where there is a legal basis or consent from 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 when placing an order may be used 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 website may occur due to maintenance, updates, problems affecting the hosting provider, electronic communications or other technical circumstances.

The SUPPLIER shall make reasonable efforts to restore normal operation.

XVII. COMPLAINTS AND DISPUTES

Art. 47.The USER may first submit a complaint or enquiry directly to the SUPPLIER at:

dexoraltd1@gmail.com
tel. 0876 40 50 75

The SUPPLIER shall make efforts to resolve the dispute amicably.

Art. 48.The CONSUMER has the right to refer the matter to the Bulgarian Consumer Protection Commission and to the relevant recognised body for alternative resolution of consumer disputes.

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

The European Online Dispute Resolution platform is not referred to, as Regulation (EU) No 524/2013 was repealed as of 20 July 2025 and the platform was discontinued.

XVIII. AMENDMENTS TO THE GENERAL TERMS AND CONDITIONS

Art. 49.The SUPPLIER may amend the General Terms and Conditions in the event of changes in legislation, the functionalities of the ONLINE STORE, the 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 a subsequent amendment is more favourable to the CONSUMER or the law requires otherwise.

An amendment to the General Terms and Conditions may not retroactively deprive the CONSUMER of rights already acquired.

XIX. FINAL PROVISIONS

Art. 51.If an individual provision of the General Terms and Conditions is declared invalid, 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 a consumer of mandatory protection afforded to them by 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.