Terms and Conditions

GENERAL TERMS OF ELECTRONIC STORE

www.manoracosmetics.com

Dear visitors, carefully read these General Terms and Conditions before using this website and before completing an order . If you use this website, you are deemed to accept and agree to the published General Terms and Conditions.
Entry into force : 01.02.2024

I. SUBJECT

Art. 1

These General Terms and Conditions govern the relationship between users of the electronic Internet pages and services located on the domain www.manoracosmetics.com, its subdomains and our Facebook page (hereinafter referred to as "Site", "Website", "Website", "Online Store", "Merchant", " Seller”, “Manora Cosmetics”, “Store” “We”) and apply in our relationship with customers, natural persons (referred to as "You", "User" for short) who have access to website or on our social network page administered by us.
For our professional clients ("You", "Professional") using the services and products offered on the Site, the General Terms apply in a limited way. For this category of customers, these General Terms and Conditions may not provide for or limit those rights provided for natural person users who place orders for personal non-professional use. Provisions expressly stated to be applicable to consumers do not apply to professional customers. If a particular provision is stated to apply to all " Customers" or "Buyers", without expressly indicating that it applies only to consumers, this means that the provision is applicable to both consumer customers and professional customers.
In cases where a customer has placed an order through the site, it is assumed that there is a remote purchase and sale contract concluded with the electronic store, to which these General Terms and Conditions apply. By placing orders through the site, you agree that information related to the concluded contract can be sent by email.
These General Terms and Conditions apply when ordering from the Site, as well as when requesting a product or service from a user/customer to the trader, made by phone, e-mail or social networks.

Art. 2

You agree to comply with all provisions of these Terms and Conditions when using the Site.

II. SELLER DATA

Art. 3

"Manora Cosmetics" Ltd, UIC 207577362, VAT No. BG 207577362, with headquarters and management address: city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14, address for returning orders: city of Ruse, "Lipnik" Blvd. No. 106, contact phone: +359 888 731 599, e-mail: office@manoracosmetics.com, administers and manages the site www.manoracosmetics.com - an online store offering the conclusion of a distance purchase-sale contract under these General Terms and Conditions. Everywhere in these Terms and Conditions under "Site", "Website", "Website", "Online Store", "Merchant", "Seller", "Manora Cosmetics", "We" shall mean Manora Cosmetics Online Store, operated and administered by "Manora Cosmetics" Ltd.

Art. 4

You can contact "Manora Cosmetics" Ltd in the following way:

by phone: +359 888 731 599;
via email: office@manoracosmetics.com
by letter to the address: city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14;
through the contact form on the Site;
*address for returning orders: city of Ruse, Lipnik Blvd. No. 106

III. DEFINITIONS

Art. 5

"Visitor" is any natural person of legal age who uses the Site in any way, including browsing it or registering on it.
"User" is an adult natural person who purchases a product or service through an order on the Site for a non-professional purpose. "Professional" is any legal person or other legal entity that uses the Site in any way, including browsing it, registering on it and or purchasing a product or service by ordering on the Site for a professional purpose.
"Customer" is any natural or legal person who has placed an order for a product or service on the Site, regardless of whether he is a consumer or a professional.
"Merchant", "Seller" is Manora Cosmetics and the trading company "Manora Cosmetics" EOOD.
"Account", "Profile" is a section on the Site, formed by an email address, password and personal data of a user or merchant client, which allows them to use the services of the Site, in cases where an account is required for their use and or to view their orders.
"Manufacturer" is a natural or legal person who by occupation produces the goods offered in the e-shop and or whose name/company, production or other distinguishing mark is indicated on the goods, their packaging or commercial documentation.
"Site", "Online Store", "Merchant", "Seller", "Manora Cosmetics", "Store", "Website" means the website located at the following web address: www.manoracosmetics.com, as and any social media or internet page related in any way to Manora Cosmetics .
"Goods", "Products" are all items in the store representing movable items that are individualized with a detailed description and/or color image, have a specified price and/ or manufacturer.
"Services" are all services in the store that are not goods and are individualized and have a price.
"Contract", "Distance Contract", "Order", "Request " covers all cases where a contract is concluded between Manora Cosmetics and a customer through one or more of the following methods: i) mail order; ii) ordering via the Internet (site, e-mail, social networks, platform); iii) order by phone or fax.
"Distance contract subject to suspensive condition" means a distance contract entered into between the Customer and Manora Cosmetics on the condition that it will be fulfilled under the agreed conditions only if the seller is able. It is considered that the seller is able to fulfill the contract in the cumulative presence of the following circumstances: i) has the goods in stock (when ordering goods); ii) can perform the contract in time and under conditions as agreed. The suspensive condition is considered fulfilled, and the contract becomes binding for the parties from the moment when the seller personally or through a third party has confirmed to the buyer the possibility of delivering the goods or service under the agreed conditions. It is considered that the suspensive condition has not occurred and the contract is not binding on the parties, in the event that the seller notifies the buyer of the impossibility of performance, as well as in the absence of notification within 7 working days of the order that the seller can perform the contract.
"Voucher"/ "Promo code" is a document issued by Manora Cosmetics in an electronic medium, with a validity period of 6 months, unless otherwise stated on the website and in the voucher announcement, which can be:
Voucher against payment by the customer - in this case, the voucher is issued after payment of the value by the customer, being an instrument in which there is an obligation for Manora Cosmetics to be accepted within certain terms as payment or part of payment for the provision of goods or services and for which the goods or services to be provided, or the names of the persons who will possibly provide them, are indicated on the instrument itself or in the related documentation, including the terms and conditions of use of the instrument in question.
Voucher as a gift from Manora Cosmetics to new or loyal customers - in this case, the voucher is issued at the discretion of Manora Cosmetics or by virtue of an advertising campaign, with which the recipient can use a discount on the prices of goods and services offered on the Site for a certain period and under conditions specified in the voucher or in the advertisement for it.

IV. GENERAL PROVISIONS

Art. 6

Access to the Site for the purpose of registering an order or registering a profile is allowed for any person who visits the page. Registration as a user on the Site is at the request of the visitor.
The General Terms and Conditions of Manora Cosmetics are binding for all customers of the Site. Any use of the Site means that you have read them carefully and agreed to abide by them unconditionally.
If any of the provisions of these General Terms of Use of the Site prove to be invalid or unenforceable, regardless of the reason for this, this does not entail the invalidity or unenforceability of the remaining provisions.
The site reserves the right, at its discretion, to limit the access of any customer to the realization of an order and/or to any of the possible payment methods, if it considers that this would be detrimental to the seller in any way . In this situation, the customer has the right to contact the "Customer Relations" department of the Site through the contact form or the coordinates indicated in section II of these General Terms and Conditions in order to be informed about the reasons that led to the application of the -above measures. The site is not responsible for any damages that the customer has suffered or may suffer as a result of this decision, where it is justified and justified.
In certain cases, the customer has the right to publish opinions about goods and/or services, as well as to contact the Site at the addresses specified in the "Contacts" section. Comments or messages that contain profanity or inappropriate language will be removed from the Site or ignored.
The Site may publish advertising or promotional information about the goods and/or services and/or about the promotions it offers on the Site for a certain period of time specified in the specific campaign.
The characteristics or prices of the products and services described on the Site may be changed at any time. Due to technical reasons, it is possible that they contain errors, for which Manora Cosmetics apologizes to its customers in advance and informs that it is not responsible for errors.

Art. 7

The General Terms and Conditions may be changed unilaterally by Manora Cosmetics at any time by updating them on the website and in compliance with the provisions of the Consumer Protection Act (CPA).
The updated General Terms and Conditions enter into force immediately after their publication on the Site for all future customers and users, as well as for contracts with legal entities entered into before the amendment.
Amendments to the General Terms and Conditions do not affect distance contracts concluded before the update with physical users, unless Manora Cosmetics has provided otherwise in compliance with the current legislation and Art. 8 of these General Terms and Conditions.

Art. 8

In the event that Manora Cosmetics wishes to bind to the amended General Terms and Conditions and users with valid and unfulfilled or unterminated contracts (orders) as of the day of the update of the terms and conditions, the trader will notify the users by e-mail within 7 days of the amendment.
In the event that the user does not agree with the amendments to the general conditions, the latter within 1 month from the notification by written notification to Manora Cosmetics may withdraw from the contract without giving a reason and without owing compensation or penalty, or to continue to perform it under the general conditions in force before the amendment.
If he does not do so within the specified period, the updated General Terms and Conditions shall also enter into force for the user after 1 month from the notification.
The general terms and conditions enter into force immediately for all customers, without the need for notification, in the event that the changes to the terms and conditions are imposed by virtue of an effective legal act.
The updated general terms and conditions are binding for the merchant customers from the day of their update or from the date specified in the amendment notification.

Art. 9

Manora Cosmetics makes every effort to maintain the accuracy of the information presented on the Site. However, given the possible technical errors or omissions in this information, Manora Cosmetics specifies that the images of the products are illustrative and indicative in nature, accordingly the delivered products may differ from the images.

Art. 10

All goods, including those on sale/discount, are sold and delivered while stocks last, even if this is not explicitly stated on the Site.
Some advertisements and offers are tied to a minimum or maximum quantity that can be purchased by one customer. If applicable, this is detailed in the individual proposal.

Art. 11

The site may contain links, Internet links to other sites. Manora Cosmetics is not responsible for the privacy policy and terms of use of websites it does not administer, as well as for any other information contained therein.

Art. 12

All images placed on the Site have the sole purpose of creating a certain idea of the type of product/service offered, and not to represent it accurately. Accordingly, it is possible that some of the images of the goods or services on the site (static/dynamic images/multimedia presentations, etc.) may not correspond to the appearance of the respective goods or may give a wrong impression of the service offered. Seller shall not be liable for such discrepancies unless they are material.

V. CONCLUSION OF CONTRACT

Placing an order through the Site

Art. 13

The customer declares his desire to order/purchase goods/services through the Site by placing an order electronically, and this is possible with or without a profile registered on the Site. There is no obstacle to placing an order by telephone or by e-mail, in which case you will receive an e-mail at the e-mail address specified by you. After confirming the General Terms and Conditions, your order will be considered completed.
The user has the right, if he has reached the age of 18, to order all goods and services indicated on the Site, unless they are not available and only if, according to the law, the user is able to enter into binding contracts.
When placing the order through the Site, the customer has the right to choose the type of goods or services, as well as their quantity according to the options offered on the Site. It is possible that the system requires you to select other characteristics (for example, color) if the selected products/services are in different variations.
After you have selected the products/services you want from the website, as well as their quantity, you should add them to the user's basket by clicking on "Add" or another similar button. You should follow the order process, with the option to proceed directly to finalize the order or continue shopping on the Site.
Before completing the order, you will be given the opportunity to choose the method of payment and delivery conditions, and in certain cases to enter a promo code guaranteeing a discount.
You will also be obliged to provide data without which it is not possible for us to fulfill the contract. Such data are usually names, delivery address (when ordering goods), telephone and e-mail address, and for merchant customers - company name, UIC, VAT number, manager, as well as invoice data - if you require one, such as certain cases you will be given the opportunity to register on the Site as a user.
Before completing an order, the Customer should make sure that he is ordering a specifically selected product (goods or service) with certain characteristics from the category in which he is interested.
The customer undertakes and is responsible for ensuring that all data provided to Manora Cosmetics in connection with the order are true, complete and accurate as of the date of sending the order. In case of subsequent changes to these data, the customer must notify Manora Cosmetics within 3 days . If he does not do this, it is assumed that the customer has the data as entered during the order. Costs resulting from changed data, such as re-delivery, are borne by the customer.
After you have verified the content and data of the order, the customer should click (press) the button "Order", "Buy", "Continue" or another similar option . By sending the order, the customer allows Manora Cosmetics to contact him in any possible way, when this is necessary in connection with the order placed, its delivery or the concluded contract. At this stage of the order, but before its completion, the Site indicates to the customer that there is an obligation to pay.
Separate and clear categories of goods and services with reduced value are available on the site during promotional campaigns or due to a defect in the product or its packaging described in the advertisement, as well as when an unpacked or sample product is offered. This is explicitly stated in the announcement on the Site. All other products offered are new, unused and of the required quality. Discounts for promotional campaigns are only valid for orders placed after the start of the campaign. Requests from customers who exercise rights by abusing them in order to benefit from discounts on goods purchased before the campaign will not be honored.
Manora Cosmetics ensures the appropriate packaging of the goods and the sending of the accompanying documents. If for any reason the shipment does not contain a document or component required for the product ordered, please contact us and we will do our best to provide it as quickly as possible.

Order confirmation

Art. 14

When ordering through the Site, by phone, email or through social networks, the Site sends a notification to the user by e-mail or at an address, with which the distance contract between you as a user and Manora Cosmetics is considered to be concluded under a suspensive condition within the meaning of art. 5, para. 10 of these General Terms and Conditions. The notification also certifies the successful registration of the order in the merchant's system, which does not have the meaning of acceptance, confirmation or commitment to its execution, unless otherwise stated in the notification. This notification also contains information under Art. 47 and Art. 48 of the Consumer Protection Act, respective extract from these General Terms and Conditions, as well as data about your order. When ordering from a professional customer, the contract is considered concluded from the moment of the order, and the site sends a confirmation only if it deems it necessary.
The notification of acceptance and commitment to fulfill the order is made by the seller with the notification under para. 1 or by a courier when the goods have already been delivered to him by the seller. In the latter case, the courier acts on behalf of Manora Cosmetics. At Merchant's discretion, Merchant may notify User and Merchant Customer by email, SMS or call.
Until the notification under para. 2 Manora Cosmetics has the right not to deliver part or all of the goods or not to fulfill part or all of the services of the order for various objective reasons, including but not limited to the exhaustion of their stock availability. In this case, the sole responsibility of the seller in the event of default is to return, if any, the previously received price of the goods or services, without owing compensation for the default.

Entry into force of the contract

Art. 15

The distance sales contract between the seller and the user is considered to be concluded under a suspensive condition from the moment the user receives the notification under Art. 14, para. 1 for an order registered with the seller. The contract is considered concluded from the moment of the order, in case the client is a professional, regardless of whether he received confirmation under Art. 14, para. 1 of these terms by email.
Pursuant to the contract concluded between the parties, the seller is obliged upon fulfillment of the conditions specified in Art. 5, para. 10, to deliver the goods or services ordered by the seller personally or through third parties to the customer or to persons specified by him in the terms and conditions of these General Terms and Conditions, and the buyer to pay the agreed price and accept the delivered goods or services.
The contract binds the parties from the moment the seller notifies the customer that the goods or service can be delivered, the notification being made by e-mail and/or via SMS or a call to the customer that the goods are ready to be sent or the service can be delivered to be provided.
The sales contract concluded between the customer and Manora Cosmetics consists of the present General Terms and Conditions and any additional agreements between the seller and the customer, present in the confirmation of the concluded contract under Art. 14, para. 1.

VI. TRANSFER OF OWNERSHIP

Art. 16

When selling goods, the ownership of the goods is transferred from Manora Cosmetics to the customer upon delivery of the goods to the customer or to a third party located at the receiving address and after payment by the customer, if the value has not been paid in advance.
The delivery of the goods is certified by the signature of the customer or the third person or representative of the customer on the transport document or the receipt provided by the courier.
The risk of loss or damage to the goods is on the customer from the moment of delivery of the goods by the courier to the customer or third parties. If the courier is a person chosen by the customer, the risk is on the customer from the moment the goods are handed over by Manora Cosmetics to the carrier. In all cases, when a transport defect is found, the customer is obliged to inform Manora Cosmetics within the terms and under the conditions of Art. 25 of these General Terms and Conditions.

VII. PAYMENT

Art. 17

The prices of the goods and services announced on the Site are final.
The website contains a large number of goods and it is possible that, despite our best efforts, some of the characteristics of the goods, including the price, may be incorrect. If we discover an error in the price of the goods you have ordered, we will inform you as soon as possible. We will give you the opportunity to confirm your order at the correct price or cancel it.
Manora Cosmetics is not obliged to sell goods or services at incorrectly determined prices on the website.

Art. 18

The price, the method of payment and the term of payment are specified in each order.
Orders of products offered by the seller, worth more than BGN 1,000, cannot be paid upon delivery, but must be paid in full or in advance by bank transfer. Usually, if prepayment is required, this is indicated in the ad.
Manora Cosmetics will issue the customer an invoice for the goods or services ordered based on the information provided by the customer. When the latter has not indicated that he wants an invoice, Manora Cosmetics or the courier only provides a fiscal receipt and/or a receipt for the sale made when the payment is received in cash according to the current legislation.
In the case of payments via paypal or other similar payment systems or payments by bank or card (when such options are available), the seller is not responsible for any costs in connection with fees, commissions or other additional payments, made by the client on the occasion of the transaction, as well as in cases of currency exchange, applied by the bank that issued the client's card in cases where the currency is different from Bulgarian leva (BGN).
Payment by card to the Site is accepted as an international payment by banks in Bulgaria, and according to their rules for working with cards and card payments, for such transactions, some banks or other institutions charge additional fees. The costs associated with such payments are solely for the buyer's account. Therefore, Manora Cosmetics recommends its customers to check with their bank about possible additional fees that could be charged to them when paying online or through a bank for products and services sold on the Site.

Art. 19

The customer is obliged to provide all the necessary information for the issuance of the invoice in accordance with the current Bulgarian legislation, in case such is required. This he can do when placing the order or later through a message to the seller.
In order to correctly draw up the invoice for the relevant order, the customer is obliged to continuously update the data in his profile, if he is registered, or in his order. He is obliged to review the information specified in the relevant order to ensure that it is complete, true and accurate.

Art. 20

Orders from the site can be paid for in the following way:

in cash with cash on delivery (for ordering goods) – in this case the value of the ordered goods and the delivery (unless it is free) should be paid by the customer, by a third party indicated by him or his representative to the courier, performing the delivery, at the time of receipt of the goods against a fiscal receipt provided by the latter; if such a method is selected, an additional "cash on delivery" fee is charged; payments are also accepted in cash upon delivery by another carrier or the seller's own transport, in which case the customer receives a receipt for the payment made;
by bank transfer - in this case, the value of the ordered goods and/or services and the delivery (unless it is free) should be paid by the customer or by a third party chosen by him to the seller's bank account, and the payment is considered completed, only after the same has been confirmed and the corresponding amount has been transferred to the bank account of Manora Cosmetics;
with a debit or credit card (virtual POS terminal) - in this case the value of the ordered goods and/or services and the delivery (unless it is free) should be paid by the customer or by a third party chosen by him through the payment system of our partner specified in the checkout step. The customer is redirected directly and automatically to the operator's website, where the payer should enter the data of his card (card number), its validity, holder, as well as the last 4 digits of its number (CVC/CVV security code), such as these data is transmitted to the payment service operator's system to confirm the transaction. The payment is considered complete only after the customer agrees to the operator's terms and conditions and the system successfully registers the payment and the amounts are credited to the Manora Cosmetics account. By providing the necessary data, the customer or third party payer identifies himself, confirms the payment amount and orders the card account to be debited with the payment amount and transferred to the Manora Cosmetics account . Manora Cosmetics does not receive any information about your credit or debit cards. The customer has no right to dispute a payment confirmed by entering a correct identification password, CVC/CVV security code, personal secret 3D identification password or other identification password/code or a payment confirmed by entering a 6-digit access code to the mobile application;
with a voucher under the terms of Art. 21 of these terms and conditions;
via Apple Pay - when paying in this way, the customer should use the Safari browser on an iPhone, iPad or Mac, and should also have a corresponding Apple account and credit card. For this purpose, the customer must approve payment to Manora Cosmetics according to the applicable Apple terms. For more details, please see the Apple Terms
via Google Pay - when paying in this way, the customer should use the Android operating system in its current version on their device, as a prerequisite for using this payment method is the presence of a Google account and a credit card. For this purpose, the customer must approve the payment to Manora Cosmetics according to the applicable Google terms. For more details, please see the Google Terms.
via PayPal - payments in this way should be made in favor of Manora Cosmetics - in which case the value of the service (unless it is free) should be paid by the customer via the PayPal system; if you choose this type of payment, you will be redirected to the PayPal system, where you must enter your e-mail and password or register in case you do not have one. Payment is considered complete only after the payment transaction has been confirmed and the amounts have been credited to the Manora Cosmetics account . In this case, the payment may be subject to a fee amount, which is indicated at the payment stage.

Art. 21

Payment by voucher

Manora Cosmetics in certain cases issues vouchers of a certain value, which is paid by the customer when ordering the voucher. These vouchers can be used under the terms and conditions specified in the voucher itself. Unless otherwise stated in the specific voucher or the advertisement for it, the vouchers of a certain value can be used within a 6-month period from the order and issuance, once and against goods and services offered on the site that are not in a promotional campaign and which are of a value equal to or greater than the value of the voucher. When purchasing goods or services for a value exceeding the amount paid for the voucher, the customer undertakes to pay the difference to the seller under the terms and conditions valid for standard purchases and according to the payment method chosen by the customer when choosing the specific product or service. In the case of a voucher purchase of goods or services of lower value, the difference is not refunded to the customer and cannot be transferred in the future for other purchases through the site. The same applies if the voucher is not used by you within the specified period. If the voucher is not named or otherwise specified, it can be used by any person who holds it.
Manora Cosmetics in certain cases issues vouchers that guarantee a discount when purchasing goods or services from the site. Vouchers of this type are offered by the store free of charge to the customer, i.e. as a gift to customers who have purchased goods or services above a certain value or during a promotional campaign (for example, upon first registration, first order or other). The discount to which the recipient of the voucher is entitled is stated in a certain percentage or as a specific value. These vouchers can be used under the terms and conditions specified in the voucher itself. Unless otherwise stated in the specific voucher or advertisement, vouchers guaranteeing a discount can be used within a 6-month period from the order and issue, once and against goods and services offered on the site that are not in a promotional campaign and which are of a value higher than that stated in the voucher (example: if the voucher states that it guarantees the recipient a 20% discount on selected goods or services and that it can only be used for orders over BGN 20 ., this means that you can use the voucher and the discount guaranteed by it for purchases exceeding BGN 20, i.e. BGN 20.01 or more). If the voucher is not named or otherwise specified, it can be used by any person who holds it. Voucher cannot be reissued as cash value.
The voucher cannot be reissued as cash value and is not subject to refusal, return or exchange. If you return a product or service paid for with the voucher, if the return is lawful and takes place within the voucher's validity period, the conditions under Art. 31a of the General Terms and Conditions.

VIII. STOCK DELIVERY

Way of delivery

Art. 22

Manora Cosmetics undertakes to deliver the ordered and purchased goods by itself or via a courier company to an address specified by the customer or to an office of the courier company, depending on the customer's choice. Delivery is made to the door of the building (ground floor). Some products on the site may only be offered for delivery to a courier office, but not to an address specified by the customer.
In the event that the customer is registered on the Site and has more than one address saved in his profile, the delivery will be sent to the one indicated as the main one.
Manora Cosmetics usually sends goods ordered by the customer by means of a courier company "Ekont", "Speedy" or equivalent, and the customer in certain cases has the right during the order to choose which courier company will carry out the delivery, as well as whether it will be to his office or to the door of the address specified by the client.
The payment of the delivery price, when not agreed otherwise, is made together with the payment of the price of the order, and the moment of payment may be different according to the method of payment chosen by the customer according to Art. 20 of these General Terms and Conditions.
Manora Cosmetics will deliver the goods and provide the services only on the territory of Bulgaria. For deliveries to other countries in the European Union or to third countries, Manora Cosmetics offers its goods and services on other suitable platforms with advertisements described in the appropriate language. In the event that a customer wishes to have a specific product delivered to an address outside the territory of Bulgaria, he should contact Manora Cosmetics .

Art. 23

Shipping fee

The price for delivery of goods requested by Manora Cosmetics is calculated automatically before the customer completes his order. In certain cases, the delivery price is fixed, regardless of the number of items, as this is explicitly stated on the Site and/or in the specific advertisement.
The price of delivery depends on the selected supplier, the size and volume of the shipment, the delivery address, as the same when it is within Bulgaria, varies from BGN 3.00 to BGN 50.00 for standard shipments weighing up to 10 kg. For an accurate calculation of the shipping cost, review your order or use Econt 's or Speedy's shipping price calculator . Tip: Delivery to a courier office is more profitable than delivery to a specified address.
Manora Cosmetics has the right to stipulate that no delivery charge is due from the customer in case of an order above a certain value. This circumstance will be indicated on the site and when placing an order.
In certain cases, the courier company charges additional fees for services such as delivery at a fixed time, delivery on a holiday, SMS notification of received shipment, "cash on delivery" fee.
Unless otherwise stated in the advertisement of the selected product, the following terms and delivery prices apply:

Art. 24

Delivery time

Orders for goods from Manora Cosmetics are accepted 24 hours a day, including weekends and public holidays. Accepted orders are processed and sent by courier within 1-3 working days, unless we have agreed otherwise, starting from the day you received notification under Art. 14, para. 2 that we will fulfill the order, resp. from the date of the order or received payment (for orders paid by bank transfer).
The maximum term of delivery of goods within the Republic of Bulgaria is 7 (seven) working days from the date of confirmation by the seller under Art. 14, para. 2 that the order will be fulfilled unless we have agreed otherwise.
The delivery period is extended accordingly by the number of days off for orders placed on Fridays, Saturdays, Sundays and during public holidays. Please note that the standard delivery time does not apply to all goods offered. For the goods for which there is a longer delivery period, this is noted in the advertisement of the product itself.
Manora Cosmetics reserves the right to unilaterally extend the delivery period by up to 7 working days without notifying the customer and to extend the delivery period by more than 7 working days with the latter's prior consent.
In all cases, a delay in the specified delivery terms is possible, of which you will be promptly notified by Manora Cosmetics.
Manora Cosmetics is not responsible for delivery delays due to circumstances beyond Manora Cosmetics' control, such as delays on the part of the courier carrying out the delivery, prohibition by a state authority, extraordinary or force majeure circumstances, force majeure under Art. 306 of the Commercial Law.
Manora Cosmetics has the right to unilaterally extend the delivery period or refuse delivery of goods or services in cases where the order is requested with payment by bank transfer, virtual POS/card and the payment is not verified on the seller's account.

Inspection for obvious and visible defects on delivery

Art. 25

When delivering a product ordered by Manora Cosmetics, the customer undertakes to carefully inspect it personally or through a third party authorized by him, accepting the same.
In the event of external visible defects - possible damages, impacts and other damages found during delivery, the customer or the third party should not accept the goods, indicating in writing the reason for the non-acceptance, or if they accept it - sign a damage report in the presence to the courier, in which a protocol describes the defects found and immediately, no later than 72 hours after delivery, to notify Manora Cosmetics of the problem.
When the delivered goods clearly do not correspond to the ones ordered by the customer and this can be established during a simple inspection of the delivered goods, the customer has the right within 72 hours to request from Manora Cosmetics that the delivered goods be replaced with goods corresponding to the order.
Notification can be made in any of the ways listed in section II of these General Terms and Conditions or through the contact form on the website.
Upon notification of an obvious defect under the preceding paragraphs, Manora Cosmetics will replace the damaged/non-conforming product within 14 days at the latest under the conditions of Art. 31, except in cases where a product of the same type is not available, for which Manora Cosmetics will inform the customer in a timely manner and negotiate the conditions for replacement. If a replacement is not possible, we will take action under Section X.

Art. 26

Accepting the shipment

Upon acceptance of the delivery by the customer or a third party without comments, all and any subsequent claims for external visible defects of the goods received are unfounded and as such should not be satisfied. In the event that the goods have been accepted and a damage report is not drawn up and signed in the presence of the courier upon receipt of the goods and/or the customer does not notify Manora Cosmetics immediately within 72 hours of delivery at the phone/email/address indicated on the Site, the that the goods do not suffer from noticeable inconsistencies and the customer loses his right to bring the detected external visible defects in accordance with the sales contract.
The above does not abrogate the consumer's right to make a claim under section X, if there are grounds for this, and does not release Manora Cosmetics from its obligation to offer goods and services consistent with the sales contract and to provide consumers with the rights arising from the statutory guarantee.
In case of refusal to accept the delivery, without a valid reason for this, the user shall pay all the costs of the delivery, which include the cost of courier services and packaging.

Art. 27

Upon delivery of the goods, the customer or a third party accepting the delivery at the address specified by the customer is obliged to sign the accompanying documents. Any person who did not place the order, but accepts the goods upon delivery to the delivery address specified by the customer, is considered a third party.

Art. 28

Non-acceptance of the order and innovative refusal

In the event that a customer or a person specified by him is not found within the deadline for delivery to the address specified by him and/or access to the delivery address is not provided, Manora Cosmetics will consider this as an unjustified refusal of the order and shall be released from his obligation to deliver the ordered goods, and the customer loses the opportunity to have the ordered goods delivered to him.

Manora Cosmetics reserves the right to send to the customer's specified electronic or physical address a notification of an unclaimed shipment, as well as to claim the costs of delivery and return of the product(s). Manora Cosmetics and the customer agree that notice, when sent electronically, will be deemed to be in writing and received as of the day it is sent by Manora Cosmetics without the need for the notice to be electronically signed.
In the above-mentioned cases, the customer can confirm his desire to receive the goods even after the expiry of the delivery period in which he was not found at the address, but he will bear all the costs of delivery. In this case, a new delivery period starts to run accordingly from the moment of confirmation. Manora Cosmetics is released from the obligation to deliver in the event that an ordered product is no longer available.
In the cases under Art. para. 2 the customer owes Manora Cosmetics payment of the amount for delivery and return of the goods within 7 days of receiving the notification, unless another time is specified in the notification.

IX. RIGHT OF REFUSAL AND EXCHANGE OF PRODUCT

*This section applies only to users, with the exception of Art. 38-40, applicable to both consumers and professional clients

Art. 29

Period of right of refusal and right of replacement

Within 14 days of concluding the contract (order), when a service is ordered, respectively within 14 days of receiving the goods - when ordering goods, the user has the right to cancel the order of the goods/ service from the Site without giving any reason or reason for doing so and without to owe penalties or other compensation to Manora Cosmetics, except for the costs of its return, and for the initial shipment of the goods, when the shipment is at the request of the user is delivered to the address specified by him, not to the courier's office. In the event that the product and/or the packaging are damaged more than usual, Manora Cosmetics has the right pursuant to Art. 35 to deduct a corresponding amount for the reduced value of the goods from the amount subject to reimbursement, which cannot exceed the value of the goods.
When the consumer exercises his right of withdrawal from the distance contract or the off-premises contract, any additional contract is automatically terminated without the consumer being liable for any costs, compensation and/or penalties, except for the costs provided in art. 29, para. 1, in conjunction with Art. 35 of these General Terms and Conditions.
The right of refusal does not apply in the cases under Art. 30;
The term for refusal of an order, when the same contains many goods delivered on different days, is 14 days, counted from the date on which the consumer or a third party indicated by him came into possession (received) the last goods from the order;
The term for refusal of an order that consists of multiple lots or parts is 14 days, counted from the date on which the user or a third party indicated by him came into possession of the last lot or part;
The term for canceling a subscription order, with which goods are regularly delivered for a certain period (for example, a subscription to receive a product every month) is 14 days, starting from the date on which the user or a third party indicated by him entered in possession of the first goods;

Art. 30

Goods and services for which the user has no right of refusal or replacement

The user does not have the right to withdraw from the concluded contract or to request the replacement of a product with another, respectively, Manora Cosmetics has the right not to honor an exercised refusal of an order, in the following cases:

the period for exercising the right of withdrawal has expired and the user has notified that he is canceling the order after the period has expired;
the consumer has not returned the goods to the seller within the period under Art. 33;
the consumer has not returned the product in its entirety, together with its components and accessories;
insufficient data is available to consider that the product was purchased from Manora Cosmetics (missing invoice, receipt, etc.);
the right of refusal is exercised for a service which, at the user's request, started immediately after the order and the user agreed that his right of refusal should lapse, and at the time of the refusal the service was fully or partially fulfilled;
the refusal clearly constitutes an abuse of right by the consumer - for example: i) the returned goods have clearly been used more than the necessary trial; ii) the consumer has damaged the goods or the return is due to the fact that the purchased goods after the order have been discounted and the consumer wishes to purchase them at a reduced price, therefore returns the order within the cancellation period in order to realize a re-order under the conditions of the discount; iii) the user cancels an order that was made in order to obtain the right to a discount on a subsequent order and the cancellation aims to keep the discount, but cancel the order that gave the right to a discount; iv) another reason that suggests abuse of rights;
the user has returned the product with a cash on delivery request - in this case Manora Cosmetics has the right to refuse acceptance of the returned product and payment of the cash on delivery, and the user should resend the goods to Manora Cosmetics without cash on delivery;
the cancellation is for a product or service whose price depends on financial market fluctuations that cannot be controlled by Manora Cosmetics and which may occur during the cancellation period;
in the case of delivery of goods made to the order of the user or in accordance with his individual requirements, as well as in the case of delivery of goods that are not serially produced, are not kept in stock, but are made individually and specifically for the user;
when delivering goods that, due to their nature, may deteriorate in quality or have a short shelf life;
in the delivery of sealed goods that have been unsealed after their delivery and cannot be returned due to reasons related to hygiene or health protection, for example, without the list being exhaustive - opened primary packaging of a cosmetic product, protective label removed anti-opening;
for the delivery of goods which, after being delivered and due to their nature, have been mixed with other goods from which they cannot be separated, as well as for goods which have already been installed by the user, by Manora Cosmetics or by other persons and cannot be separated from other items, as well as when delivering goods that have been processed by the user;
upon delivery of sealed audio or video recordings or sealed computer software that have been unsealed after delivery, as well as those on which the user has made configuration of settings and other changes to the product's software;
in the provision of digital content that is not delivered on a tangible medium, when the performance has begun with the express consent of the user, who has confirmed that he knows that he will thereby lose his right of withdrawal;
for orders that are not made online (remotely) or where the buyer is not a consumer;

Art. 31

Within 14 days of receiving the goods, the consumer has the right to replace the product if the delivered goods do not meet his expectations (color, size, etc.). In this case, the conditions of Art. 29 and Art. 30 of these terms and conditions. The consumer's right under this paragraph does not take away his right to complain under Section X, in the event of a non-conformity.
If the right of exchange is exercised and there are prerequisites for its respect, Manora Cosmetics undertakes to replace the product with another within 14 (fourteen) days from the date on which the user returned the relevant product to Manora Cosmetics . In the event that the seller does not have the requested product and the same is not available, he offers the user another product, and with the latter's agreement, the exchange is made with this other product, and in case of a price difference between the two products, the parties agree on the method of additional payment/ refund of the selling price that formed the difference. In the absence of consent, Manora Cosmetics shall reimburse the user the amount paid for the goods within the terms and under the conditions specified in the preceding paragraphs of this provision. For purchases paid with a voucher, please familiarize yourself with Art. 31a.

Art. 31a.

If you exercise the right to refuse an order containing a product paid for with a voucher under Art. 21 of the general conditions and in case the conditions of this section for respecting the refusal are present, the following conditions apply:

if the refusal is exercised within 14 days of receipt of the goods, the amount paid by means of the voucher (the value of the voucher) is refunded to the user within the terms and in accordance with Art. 34 et seq. of this section. This provision also applies to amounts that the consumer has paid extra for the goods, if an extra payment has been required.

If the consumer wishes, Manora Cosmetics can reissue a voucher for the value paid, which can be used within 6 months of its issue, unless otherwise stated.

if the cancellation is exercised in the period after the 14th day from the delivery of the goods, then Manora Cosmetics will not accept the cancellation and the voucher will not be reissued, respectively the amount paid for the order will not be refunded to you.

Art. 32

Notification of rejection

The notification by the user that he is renouncing the contract or that he wishes to replace the received product with another of the same type (in the case of consumer customers) should be made within the period under Art. 2 9, in any of the following ways:

by calling the contact numbers of Manora Cosmetics;
by email to the Seller's email address in free text;
by letter with return receipt to the address of Manora Cosmetics in free text;
by completing and sending to Manora Cosmetics on the Model Standard Waiver Form available below;

The User may, but is not required to, use the Standard Model Cancellation or Replacement Form as follows:

To "Manora Cosmetics" Ltd, UIC 207577362,
with registered office and address of management:
city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14,
e-mail: office@manoracosmetics.com
Address for returning orders: city of Ruse, Lipnik Blvd. No. 106

STANDARD FORM FOR EXERCISE RIGHT OF WITHDRAWAL

I hereby give notice that I am withdrawing from my contract
for the purchase of the following goods/services:
Article: ................................................... /type of product/art. nr./
Size: ...................................................... /if applicable/
The goods were ordered on .................................. /date of the order/
The goods were received on ................................. /date of delivery/
The goods were ordered by .................................. /three user names/
address .................................................... /address of the user/
E-mail and contact phone number: ...........................

I would like you to reimburse me the amount I paid for the goods and
their delivery by bank transfer / by other means, with the following data:

IBAN: ............................................................
At the bank: .....................................................
Holder: ..........................................................
Something else: ..................................................

.......................................................... /Date/
.......................................................... /User Signature/

Sign only if you are submitting this form on paper.

Art. 33

Returning the goods

When refusing to order a product from Manora Cosmetics, as well as when requesting a replacement, the user must return the product in its entirety and in condition in which the goods were received, together with the invoice issued by Manora Cosmetics and / or receipt issued by the seller or courier who delivered the goods, at the above address. The user should not return the goods under the conditions of cash on delivery.
When returning a product a the consumer should indicate to the postal operator or courier company that he wants the service "Inspect the goods" as our department checks the condition of the goods before accepting it back and refunding the consumer.
The return of the goods is at the expense of the user. If the consumer has not paid the return shipping, Manora Cosmetics will deduct the shipping costs from the refundable price and refund the consumer the difference.
Returned shipments with "cash on delivery" requested by the user will not be accepted until they are re-sent without "cash on delivery". Manora Cosmetics needs technology time to verify the contents and condition of the returned shipment.

Art. 34

Refund of amount paid

In the case of an exercised right of refusal and the existence of prerequisites for its respect, Manora Cosmetics undertakes to refund the price paid under the contract concluded at a distance from which the consumer has refused, within 14 days of notification of the refusal, and when the goods are returned by the consumer or courier - within a period of up to the date on which the latter has returned the relevant product or from the date of providing indisputable proof of the return of the product by the user, whichever is earlier. If the right to refuse services is exercised, the deadline for returning the sums paid by the user is 14 /fourteen/ days from the date of notification to Manora Cosmetics of the refusal. Refunds are made after deducting amounts in accordance with Art. 35, if applicable. Reimbursement of amounts in the event of cancellation of orders paid by voucher is made in accordance with Art. 31a of these terms and conditions.
The amount subject to reimbursement under para. 1 includes the price paid by the user for the product or service without the cost of courier services for the return of the product, as well as for the initial delivery, if it was made to an address specified by the user.
The amount will be refunded as follows, without incurring any additional costs to the user, unless the bank or payment institution that serves him requires any fees:

Payments made by bank transfer, debit or credit card - to a bank account provided by the user or by refunding the amount to the account from which the payment was made.
Payments made by cash on delivery or in another way - to a bank account additionally provided by the user or by cash on delivery - at the user's choice;
Consumer credit payments - after termination of the consumer credit contract and recalculation of credit installments - most often to the bank account from which the amounts for the credit installments were received or in another way determined by the bank that granted the credit.

Art. 35

Withholding amounts

Manora Cosmetics has the right to deduct from the value under Art. 34, para. 1 before its recovery, respectively:

an amount for the reduced value of the product, including its packaging, if wear and tear and/or damage to the product or packaging, which are not due to its simple testing, are found after the return;
amount for the part of the service performed up to the time of the refusal, if the user has stated that he wishes the performance of the service to begin immediately; if the customer is a merchant or professional, this clause applies without the need for express consent to start the service and only if Manora Cosmetics gives him the opportunity to opt out;
the proportionate amount of what was actually provided to the user by the time he notified Manora Cosmetics of the cancellation, if the user stated that he wished the performance of the service to begin immediately; if the customer is a merchant or professional, this clause applies without the need for express consent to start the service and only if Manora Cosmetics gives him the opportunity to opt out;
the cost of returning the goods back to Manora Cosmetics;
the costs of the initial shipment of the goods, when the shipment is carried out at the request of the user to a specifically specified address, and not to the office of the courier company; if the customer is a professional, he always owes payment for the initial and subsequent shipment of the product in case Manora Cosmetics gives him the option of refusal;

Art. 36

In cases where the performance of a service has started within 14 days of the order with the prior consent of the user and in the case of a transfer (deposit) received from the latter and a subsequent right of refusal exercised by him, Manora Cosmetics has the right to deduct from the deposit an amount, equivalent to that performed up to the time of refusal. In the absence of a deposit, Manora Cosmetics reserves the right to demand payment of the amount from the user. If the customer is a trader or professional, this clause applies without the need for prior consent and only if Manora Cosmetics gives him the option of opting out;

Art. 37

Extract from the Consumer Protection Act

You can find an extract from the regulation of the right of refusal HERE. A practical guide to cancelling an order can be found here.

Other cases of refusal (cancellation)
*Applies to consumers as well as professional clients

Art. 38

Each of the parties has the right to refuse to fulfill (cancel) the order made or its obligations under it, for which it should notify the other party in an appropriate manner.
If the cancellation of an order is before Manora Cosmetics 's confirmation of the possibility of execution within the meaning of Art. 14, para. 2, Manora Cosmetics or the customer shall not be liable and shall not owe any compensation or penalty to the other party for the cancellation.
Manora Cosmetics can unilaterally cancel an order if the customer has requested a product or service from the Site, noting that the order is intended for a third party (e.g. for a gift), whose data he has provided for delivery purposes. Cancellation in this case may be carried out if Manora Cosmetics suspects that the shipment has a threatening, abusive, mocking or other purpose contrary to good manners and morals.

Art. 39

The cancellation of an order does not entail any responsibility or subsequent obligation of any of the parties towards the other in connection with it, and accordingly none of them has the right to seek compensation from the other for its cancellation in the following cases:

non-acceptance by the customer's issuing bank of the online payment transaction;
carrying out the monetary transaction, which does not result in funds being credited to the seller's account for online payments;
non-fulfilment or cancellation of an order by the seller, before there is confirmation for the same within the meaning of Art. 14, para. 2 of these General Terms and Conditions;
abuse of right in making the order;

Art. 40.

In the cases under Art. 39 the order is canceled automatically.

X. WARRANTY. RIGHT OF COMPLAINT

*This section is for users only.

Art. 41

Non-conformity of the goods/service with the contract. Legal guarantee

All consumer goods and services offered by Manora Cosmetics have a legal guarantee of compliance with the contract (order).
Manora Cosmetics is liable for any non-conformity of the service with the contract, which existed at the time of its provision, which manifested itself up to two years after its performance, but no later than 14 days from the discovery of the non-conformity.
Upon delivery of goods, Manora Cosmetics is responsible for any non-conformity of the goods that existed on the day of delivery, which occurred up to two years after the delivery of the goods to the user or his representative. Where the non-conformity appears up to one year after the delivery of the goods, it shall be deemed to have existed at the time of delivery, unless the contrary is proved, or if this presumption is inconsistent with the nature of the goods or the nature of the non-conformity. For inconsistencies that appeared after one year of delivery, the user must prove that the cause of the defect is the responsibility of Manora Cosmetics .
The user has the right to refuse payment of the remaining part of the price or a part of the price, while Manora Cosmetics . failed to fulfill its obligations to bring the goods into conformity.

Art. 42

A service offered by Manora Cosmetics complies with the contract when:

corresponds to the description, quantity and quality provided in the advertisement;
corresponds to the information contained in the advertisement or provided in any other way before the conclusion of the contract (order), and does not contradict the information provided by Manora Cosmetics when providing the service, in case this information may influence the decision to the user;
has the usual characteristics of services of the same type;
has the special characteristics and is suitable for the specific purpose sought by the user, for which the user has notified Manora Cosmetics at the latest at the time of concluding the contract (order) and in respect of which Manora Cosmetics has agreed;
is provided together with all accessories and instructions that the user can reasonably expect to receive, where applicable.
meets the reasonable expectations of users given the nature of the service and any public statements made by Manora Cosmetics or by other persons or made by their representatives, contained for example in the advertisement, advertisement or in the label, unless Manora Cosmetics is aware and cannot reasonably expect to know about the relevant public statement, and at the time of the order the public statement has been corrected in the same way as it was made or in another similar way, and when the user's decision to acquire the service could not have been affected by the public statement;

Art. 43

Goods offered by Manora Cosmetics conform to the contract when they:

of the individual requirements for compliance with the contract:

correspond to the description, type, quantity and quality and have functionality and other characteristics provided for in the contract;
are suitable for the specific purpose sought by the user, for which the user has notified Manora Cosmetics at the latest at the time of concluding the sales contract and in respect of which the online store has agreed;
are supplied with all accessories and all instructions, including installation and assembly instructions, provided for in the sales contract, when applicable and when updated in a timely manner under the terms of the contract, if the update is necessary and agreed;

of the objective compliance requirements

are suitable for the purposes for which goods of the same type are normally used, taking into account the provisions of European Union law and Bulgarian law, as well as existing technical standards and rules of good practice;
possess the qualities of the sample or model that Manora Cosmetics has made available to the user prior to the conclusion of the contract, and correspond to the description of that sample or model, where applicable and when such sample is provided;
are supplied with relevant accessories, including packaging and installation instructions or other instructions which the user can reasonably expect to receive where applicable, and
are supplied in quantity and have the qualities and other characteristics, including in terms of durability, functionality, compatibility and safety, which are usual for goods of the same type and which the consumer can reasonably expect given the nature of the goods and taking into account all public statements made by Manora Cosmetics or by other persons upstream in the transaction chain or made on behalf of such persons, including the manufacturer, contained for example in advertising or on the label.

to the requirements regarding non-conformity due to incorrect fitting or installation of the goods, where the installation forms an integral part of the contract of sale and was carried out by Manora Cosmetics or by a person for whose actions Manora Cosmetics is responsible, or the installation should have to be and was performed by the user, and the incorrect installation was due to omissions in the installation instructions provided by Manora Cosmetics .

Art. 44

Unfounded claims

Complaints will be rejected as unfounded when:
1. there is no deviation from the requirements specified in Art. 42 and Art. 43 or the deviation/inconsistency is not material;
2. the user had special requirements for the product or service, which he did not indicate in writing to Manora Cosmetics before the order, and the product did not meet these expectations of the user;
3. the discrepancy is due to the nature of the service or the product and its normal wear and tear over time, as well as after expiry of the instructions on the product;
4. the non-conformity is caused by improper operation/installation/storage/use of the product despite instructions duly provided by Manora Cosmetics or the manufacturer;
5. at the conclusion of the contract (order), the user knew or could not have been unaware of the discrepancy - for example, at the time of the order, the user was informed by us that the goods had certain discrepancies (for example, goods from a category on the website with revalued goods, goods with a defect, unpacked goods, when it is clearly indicated on the site that the goods have been reduced due to an existing defect or a specific circumstance);
6. the discrepancy is visible and obvious and concerns the appearance of the goods (for example, scratches, tears in the packaging or part of the contents of the product) and could have been ascertained during a simple inspection of the goods already upon its acceptance (delivery) and yet the consumer does not has signed a damage report in front of the courier and or has not notified Manora Cosmetics within the terms under Art. 26, para. 1 of these General Terms and Conditions;
7. the complaint was submitted after the expiration of the terms under Art. 45;
8. the user's materials were used for the manufacture of the product, which, due to their quality, led to a discrepancy in the finished product obtained from the materials;
9. the user has not provided the documents under Art. 45, para. 4 and either did not return the product, or returned it without the attached accessories and or components;
10. a repair has been carried out or an attempt has been made to carry out a repair and eliminate a discrepancy by a person or service center not authorized by Manora Cosmetics;
11. a modification or change of the technical characteristics has been carried out and this happened without the knowledge and consent of Manora Cosmetics and outside of a service authorized by it and or contrary to these General Terms and Conditions;
12. the discrepancy is due to actions caused by the user and/or a third party, for which Manora Cosmetics is not responsible, as in cases where the defect is caused by other modules and devices used together with the warranty product;
13. in case of chemical, electrical and/or other impact unrelated to the normal operation of the product, as well as when the defect is caused by circumstances for which Manora Cosmetics is not responsible - malfunctions in the electrical network, electric shocks, lightning, improper grounding, mechanical deformations, natural disasters, non-compliance with the specified requirements for the electrical supply, damage caused by water or moisture;
14. the complaint concerns a product that was not purchased from Manora Cosmetics (for example, you indicated that the product was purchased from us, but you sent us another product);
In the event of an unfounded complaint, Manora Cosmetics informs the user in writing of its decision and releases itself from responsibility to honor the complaint and bring the goods into compliance with the contract. If the user is dissatisfied with the decision of Manora Cosmetics, he can present his claim in court. He can do this without making a complaint to Manora Cosmetics or waiting for an opinion from the merchant.
The repair / repair of products outside the warranty period or within this period, but in the event that the obligation of Manora Cosmetics to bring the goods in accordance with the sales contract has ceased for any reason, is subject to payment by the party of the user and is carried out within a period agreed between the parties.

Art. 45

Filing a complaint

When goods or services offered by Manora Cosmetics do not meet the requirements specified in Art. 42 and Art. 43, the user has the right to file a complaint by asking the seller to bring the goods into compliance by repairing or replacing them, and the service by re-delivering them properly, and the complaint should be made within the following terms:
1. up to 24 months from the delivery of the goods, unless the non-compliance is obvious, in which case the terms specified in para. 2 of this provision;
2. up to 72 hours from receipt of the goods, when the discrepancy is external, visible and obvious and could have been ascertained during a certain inspection during or immediately after delivery;
3. up to 24 months from the delivery of the service, but no later than 14 days from the establishment of the discrepancy with the agreed;
4. The term ceases to run during the time necessary to reach an agreement between Manora Cosmetics and the user to resolve the dispute.
5. The warranty period starts from the date of receipt of the goods.
When submitting a complaint, the user indicates the subject of the complaint, his preferred way of satisfying the complaint, preferred method of contact. With a complaint concerning a product, repair or replacement can be requested, and with a service complaint - bringing it into line with the contract.
Filing a complaint is not an obstacle to filing a claim.
When submitting a complaint, the user must also attach the documents on which the claim is based, namely: i) receipt, invoice or other document certifying the payment; ii) protocols, acts or other documents establishing the non-compliance of the goods or service with the agreed - if any; iii) other documents establishing the claim by basis and amount.
In cases where the claim is made outside of a Manora Cosmetics facility, the user should provide the goods to the seller at the address specified in these General Terms and Conditions. When replacing the goods, Manora Cosmetics takes the replaced goods back from the user at its own expense.
Delivery, if a courier is used, is at the expense of Manora Cosmetics, in case the complaint is accepted by Manora Cosmetics as justified.
If Manora Cosmetics has provided a commercial guarantee for the goods, supplementing the legal guarantee under this section, and the term of the commercial guarantee is longer than the terms for presenting the claim, the claim can be submitted until the expiry of the term of the commercial guarantee.

Art. 46

Repair, replacement and alignment

Manora Cosmetics bringing the goods or service into compliance with the sales contract is free of charge for the consumer. The user does not owe costs for materials and labor related to the repair or replacement of the goods and bringing the service into line, and also does not suffer significant inconvenience. However, the user must make the goods available to Manora Cosmetics at the address below.
The complaint is submitted to Manora Cosmetics in one of the following ways at the user's choice:
- by calling the contact numbers of "Manora Cosmetics" Ltd;
- on site at the address: city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14;
- the Manora Cosmetics email address in free text;
- by letter with return receipt to the address of Manora Cosmetics in free text;
- by completing and sending to Manora Cosmetics a Standard Claim Form as follows:

To "Manora Cosmetics" Ltd, with headquarters and address of management:
city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14
e-mail: office@manoracosmetics.com

Address for returning orders: city of Ruse, Lipnik Blvd. No. 106

STANDARD FORM FOR EXERCISE RIGHT OF COMPLAINT

I hereby notify that I have found non-compliance of the goods/services with the agreed upon.
Article: ............................................................ /type of product/art. nr./
Size: ............................................................... /if applicable/
The goods were ordered on ........................................... /order date/
The goods were received on .......................................... /delivery date/
The goods were ordered by ........................................... /three user names/
address ............................................................. /address of the user/
E-mail and contact phone number: ....................................
Has the item been used? - Yes / No /circle the correct one/
Is the product assembled? - Yes / No /circle the correct one/
Subject of the complaint:
.................................................................................................
.................................................................................................
.................................................................................................

Preferred method of satisfaction for goods /circle your choice/

1. I prefer free repair of the goods.
2. I wish to exchange the product for another one.
3. I wish to perform the service in accordance with the contract
4. I would like a discount on the price of the product/service.
5. I wish to be refunded the amount paid for the product/service as follows:
.................................................................................................
/indicate the method of refund, and if the refund is requested by bank transfer,
please indicate the bank account/

I am attaching the following documents:

1. Receipt or invoice;
2. Protocols, acts or other documents establishing the non-compliance
   of the goods or services with the agreed;
3. Other documents establishing the claim by basis and amount.
/circle the desired option/

............................................................ /Date/
............................................................ /User Signature/

Sign only if you are submitting this form on paper.

Art. 47

Entering the complaint. Alignment.

Manora Cosmetics, when a complaint is filed, enters it in the Complaints Register, providing the user with the number and date of the complaint, as well as information regarding which product the complaint is and which employee accepted it.
Within 30 days from the submission of the complaint, Manora Cosmetics will decide whether it is justified or not.
The user should notify Manora Cosmetics immediately, in the event that a document containing the data under para. 1.

Art. 48

In the case of justified complaints, Manora Cosmetics brings the goods or services into conformity with the sales contract within 30 days from the submission of the complaint and from making the goods available to Manora Cosmetics, if the complaint is for goods.
In every case of a satisfied complaint, Manora Cosmetics issues to the consumer a copy of the certificate of satisfied complaint, which shows the action taken on the complaint.

Art. 49

Price reduction or refund

The user has the right to a proportional reduction in the price or to cancel the sales contract in the following cases:

If the claim is for a product and in the event that repair or replacement proves impossible or inappropriate due to reasons such as the impossibility of repair given the nature of the non-conformity, the amount of repair costs, lack of availability of the product or any other similar reason;
If the complaint is for a service and its compliance is impossible or inappropriate given the type of non-compliance and the costs of its removal;
If Manora Cosmetics refuses to bring the product or service into conformity free of charge for the consumer within a 30-day period, it is assumed that there is a refusal if it has not brought the product or service into conformity within a 30-day period;
If despite the actions taken by Manora Cosmetics to bring the product or service into compliance, the product or service again shows non-compliance;
The non-conformity is so serious as to justify an immediate price reduction or cancellation of the sales contract, or Manora Cosmetics has stated or it is clear from the circumstances that it will not bring the goods into conformity within a reasonable time or without significant inconvenience to the consumer.

Art. 50

The reduction in price shall be proportionate to the difference between the value of the goods or services received by the consumer and the value they would have had if there had been no lack of conformity.
The user is not entitled to a discount if Manora Cosmetics has properly and in time remedied the discrepancy.

Art. 51

If the user chooses to cancel the contract and the conditions under Art. 51, he has the right to be reimbursed the amount paid for the goods or services.
The user has no right to cancel the contract if the discrepancy is minor. The burden of proof as to whether the discrepancy is insignificant shall be borne by Manora Cosmetics . The user does not have the right to cancel the contract if Manora Cosmetics has properly and in time remedied the discrepancy.
The consumer exercises his right to cancel the contract by means of an application to Manora Cosmetics, with which he notifies him of his decision to cancel the contract of sale, and in case it concerns goods, the consumer must return the goods to Manora Cosmetics . The deadline is considered to have been met if the consumer has returned or sent the goods back to Manora Cosmetics before the expiry of the 14-day period. All costs for returning the goods, incl. shipping of the goods are at the expense of Manora Cosmetics .
Manora Cosmetics refunds the user the price paid for the goods after receiving them or upon presentation by the user of proof of their sending to Manora Cosmetics . The refund shall use the same means of payment used by the user in the initial transaction, unless the user has expressed his express consent to use another means of payment and provided that this is not associated with costs for the user.

Art. 52

Extract from the law

For an extract from the laws in relation to the right of complaint and legal guarantee, see HERE . You can find a practical guide to filing a complaint here .

XI. INTELLECTUAL PROPERTY

Art. 53

All content present on the Site, namely - the logo, together with the figures and text contained therein, inscriptions and images, drawings, schemes, graphics, design, database, descriptions, methods, processes and other objects of intellectual property and the copyright, the content of the General Terms and Conditions, are the property of Manora Cosmetics or third parties from whom Manora Cosmetics has obtained consent for reproduction and or has a contract for the use of the object of intellectual property and or copyright.

Art. 54

Manora Cosmetics reserves all intellectual property rights related in any way to the Site.

Art. 55

Certain products displayed on the Site have their own, specific and one-of-a-kind design owned by Manora Cosmetics, which is the subject of copyright and intellectual property.

Art. 56

Visitors to the Site can use the content only for the purposes of buying and selling. The use of the content for purposes other than those set forth in the General Terms and Conditions is considered a violation of the present General Terms and Conditions of the Site, as well as a violation of the intellectual property owned by Manora Cosmetics .

Art. 57

Every product and every service displayed and offered on the Site meets the European and national requirements concerning the specific product/service.

Art. 58

Visitors to the Site may copy, share, transfer and/or use the content only for personal non-commercial purposes and only in cases where this does not contradict the provisions of this chapter of this document and express written consent has been obtained from the of Manora Cosmetics or the third parties, holders of copyright and other intellectual property rights, who have given their consent for the use of their works and other objects of intellectual property .
Manora Cosmetics authorizes owners of other sites and other persons to post links to the online store only when the reference is clear and unambiguous.
Copying of texts from the Site is prohibited. placing them on other websites and online stores without the written consent of Manora Cosmetics or without citing the source, by placing the following text: "Source: online store /specify the domain of our Site/", and the link should necessarily lead to the Manora Cosmetics online store .

XII. ADVERTISEMENT

Art. 59

At the moment when an individual user creates a profile (account) registration on the Site and or places an order, he has the opportunity to express his consent to receive advertising messages. He can also state this wish by filling out the subscription form available on the Site.
Consent to receive such messages can be made by any person by filling out the subscription form on the Site, sending a message/letter to the addresses indicated on the website or by marking a specially marked consent to receive advertising.
Manora Cosmetics has no obligation to require consent to send advertising messages for the provision of advertising messages to legal entities that have registered a profile on the Site and/or to clients of legal entities that have ordered goods or services from the Site .

Art. 60

Opt-out of receiving advertising messages the user can express at any time using the special link found in each advertising message, by changing the settings in his account or by contacting Manora Cosmetics in any other way from specified in these General Terms and Conditions and on the Site.
The refusal to receive advertising messages does not mean an automatic refusal of the given consent to enter into this contract.

XIII. POSTING A COMMENT. QUESTIONS AND ANSWERS

Art. 61

Writing comments, questions and answers, when applicable, can be done by visitors in the comments section. Written statements may be positive or negative and must be factual and relate to the features and use of a product or service.

Art. 62

Every visitor, at the moment of publishing a comment, question, answer in the specified sections, undertakes to comply with the following rules:

refer only to features and/or usage of a particular product or service, avoiding information related to aspects that may change (eg price or promotional offers);
to use only the Bulgarian language and write in Cyrillic; words or expressions which, although not Bulgarian, are widely used by all media in the relevant field are allowed (example: mouse, notebook, plug and play);
use appropriate speech that does not contain offensive language or language that may affect the rights of a third party;
to ensure that the information entered by him is realistic, correct, not misleading and in accordance with applicable laws, respecting including the rights of other persons - e.g. copyright, intellectual property rights, license rights or other proprietary rights, publicity rights or right of privacy.
use this service only to communicate or obtain additional details about a particular product or service from the Site, without making references to other companies that promote the sale and purchase of goods/or services;
not to provide or request, in any way or form, personal data (contact data, delivery address or residence, telephone numbers, e-mail addresses, first and/or last names, etc.) or other information that may result in the disclosure of such personal data;
not to publish information and/or details about the URLs (links/connections) of other sites that develop the same or similar commercial activity as Manora Cosmetics .
not to enter comments, questions, answers that contain materials of an advertising nature;

Art. 63

When a certain person reports that a comment, question or answer has inappropriate content or that is contrary to these General Terms and Conditions, this content is carefully considered by Manora Cosmetics in order for the latter to determine whether it violates the terms of use of the Site. Published texts, photos or videos are removed from the Site only after verification by Manora Cosmetics.

Art. 64

In the event that Manora Cosmetics finds a repeated violation of these terms of use, it reserves the right to limit the possibility of the specific subject to publish comments, questions and answers, without being obliged to justify it.

XIV.LIABILITY

Art. 65

Manora Cosmetics and the customer are responsible for any action or inaction that has caused any of the parties damages, including lost profits, according to these General Terms and Conditions and Bulgarian legislation.
Manora Cosmetics / The customer is not responsible for any damages suffered by the customer that occur as a result of force majeure circumstances or those that are beyond the control of the party. .

XV. PROCESSING OF PERSONAL DATA

Art. 66

According to the General Data Protection Regulation (Regulation (EU) 2016/679) and Bulgarian legislation Manora Cosmetics and more specifically "Manora Cosmetics" Ltd is a personal data administrator.
"Manora Cosmetics" Ltd adopts a Personal Data Security Policy and Cookie Policy, which every visitor whose personal data is processed by Manora Cosmetics or to whom cookies are applied, should accept after becoming familiar with it.

Art. 67

The personal data of the visitor can be provided to the prosecutor's office, the police, judicial institutions or other state bodies, on the basis and within the framework of the legal provisions and as a result of an explicit request made by them for this.

XVI. GOVERNING LAW - JURISDICTION

Art. 68

Disputes arising between Manora Cosmetics and users and clients of legal entities will be resolved by mutual agreement, or if this is impossible, disputes will be resolved in accordance with Bulgarian legislation, unless the parties have agreed otherwise.
The parties may resolve disputes arising between them out of court through the alternative resolution of disputes /APS/ between consumers and traders, which is an out-of-court conciliation proceeding on a voluntary basis. The General Conciliation Commissions assist in reaching an agreement between consumers and merchants in disputes over contracts for the sale of goods and the provision of services. The General Conciliation Commissions are designated on a regional basis, and the General Conciliation Commission is competent to resolve disputes between Manora Cosmetics and consumer individuals in the specific territory. The consolidated list of recognized ADR authorities of the Member States of the European Union can be found at https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show .

Art. 69

Individual users may use the European Online Dispute Resolution (ODR) platform available at http://ec.europa.eu/odr, which is a single access portal that allows consumers and traders in the EU to settle disputes between themselves.

XVII. CORRESPONDENCE BETWEEN THE PARTIES

Art. 70

Manora Cosmetics and all customers (individuals and legal entities), as well as visitors to the Site, agree that the following are accepted for contact between the parties:

For the seller: "Manora Cosmetics" Ltd, UIC 207577362, with registered office and management address: city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14 :
- by phone: +359 888 731 599;
- via email: office@manoracosmetics.com
- by letter to the address: city of Varna, g.k. "Chaika", bl. 203, entry A, fl. 6, apartment 14.
- through the contact form on the Site;
- address for returning orders: city of Ruse, Lipnik Blvd. No. 106
For the customer or visitor to the Site:
- through the phone number indicated by him in the order/correspondence;
- by e-mail specified by him in the order / correspondence;
- by letter to the address indicated by him in the order / correspondence as the delivery address;

Art. 71

Notifications and messages that the parties exchange with each other via electronic mail (email) are considered to be in written form and the parties give them the effect of a written document, without the need for them to be signed with an electronic signature.

XVIII. BODIES REGULATING THE ACTIVITY

Art. 72

The bodies regulating the activities of Manora Cosmetics are the Consumer Protection Commission (CPC), the Personal Data Protection Commission (PCPD), the Competition Protection Commission and the National Revenue Agency with the following coordinates:

Consumer Protection Commission

website: www.kzp.bg
contact number 0700 111 22 (calls are charged at the price of a local call, according to the sender's tariff plan)
e-mail address: info@kzp.bg
address: city of Sofia, Slaveykov Square, No. 4A, floors 3, 4 and 6

Commission for the Protection of Personal Data

website: www.cpdp.bg
contact number 02/91-53-518
e-mail address: kzld@cpdp.bg
address: Sofia, Prof. Blvd. Tsvetan Lazarov" No. 2

National Revenue Agency - TD of the NRA Sofia

website: www.nra.bg
contact phone: 02/ 9859 3821; 02/ 9179124
el. address: nap@nra.bg
address: Sofia, Tsar Boris III Blvd No. 215 (Vitosha office or Sofia, Aksakov St. No. 21 (Central Office);

Commission for the Protection of Competition

website: www.cpc.bg
contact phone: 02/9356 113
el. address: cpcadmin@cpc.bg
address: Sofia, 18 Vitosha Blvd

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