Terms & Conditions

General Terms and Conditions

1. SUBJECT

1.1. This document constitutes the general terms and conditions or terms of use of the virtual platform for the sale of goods www.detelina.bg and its subdomains, which regulate the rules for its use, including the conclusion of a sales contract with this online store. By placing an order on the site www.detelina.bg, the customer declares that they are familiar with these General Terms and Conditions and accept them as binding in their relations with the Seller.

1.2. These General Terms and Conditions comply with the requirements of the Consumer Protection Act (CPA) at the following site https://kzp.bg/ and other applicable regulations in the Republic of Bulgaria. As of 09.01.2016, the electronic platform for online dispute resolution (ODR platform) is operational — its address is https://ec.europa.eu/.

2. DEFINITIONS

2.1. Seller — Detelina.BG OOD. The company is registered in the Commercial Register with UIC 200877293, VAT number BG200877293, with headquarters and registered office: Novi Iskar, Iglika Street No. 4, and Managing Director Kamelia Nikolcheva.

2.2. Client/User — any individual or legal entity or other legal formation that uses the website www.detelina.bg in any way, including but not limited to browsing, ordering, purchasing, returning goods, etc.

2.3. Site — virtual platform for the sale of goods located on the domain www.detelina.bg and its subdomains.

2.4. Account — a section of the Site, formed by an email address and password, which allows the Client to submit the Order and which contains information about the Client.

2.5. Order — an electronic document representing a communication form between the Seller and the Buyer, through which the Buyer declares to the Seller, via the Site, their intention to purchase Goods and Services from the Site.

2.6. Goods and Services — any subject of the sales contract from the Site.

2.7. Promotions — any commercial message aimed at promoting certain Goods and/or Services, which are offered in limited quantities, unless explicitly stated otherwise in the message, for a certain period specified by the Seller.

2.8. Contract — the distance sales contract concluded between the Seller and the Buyer for the purchase of Goods and/or Services from the Site, an integral part of which are these general terms and conditions for using the Site.

2.9. Content
• all information on the Site accessible via an Internet connection and using a device connected to the Internet;
• information concerning Clients and related to the Goods and/or Services and/or applicable tariffs from third parties with whom the Seller has contracted;
• data about the Seller or other data referring to them.

2.10. Newsletter — a means of periodically informing about the Goods and Services and promotions offered by the Seller, sent electronically by email, without obligating the Seller regarding the content.

2.11. Refund — the Seller's action to return money to the Buyer as a result of cancellation or non-fulfillment of a sales contract from the Site, made only by bank transfer.

2.12. Specifications — all characteristics and/or descriptions of the Goods and Services, as indicated in their description provided by the manufacturer.

2.13. Rating — a method of expressing the level of satisfaction of a User/Client/Buyer regarding a particular product. The rating is expressed on a scale from 1 to 5 (lowest is 1, highest is 5) and is always accompanied by a review written by the User/Client/Buyer.

3. ADVERTISING

3.1. Seller's newsletters containing information about commercial discounts and other promotions.

3.2. At the moment the Client creates an account on the Site or places an order, they agree to receive Newsletters from the Seller, as well as messages about orders and confirmation of data changes.

3.3. The Client may opt out of receiving Newsletters at any time by using the special link in each Newsletter or by phone at 0889 223619.

3.4. If, after opting out of receiving Newsletters, the User places another order, it is considered that they have again agreed to receive Newsletters.

3.5. Opting out of the Newsletter does not mean an automatic withdrawal of consent to these terms and conditions.

3.6. By providing their data (including email, phone) to the Seller, the Client expressly agrees that the Seller may contact them.

3.7. The Seller reserves the right to choose to whom to send Newsletters and to remove a User from its database who has agreed to receive them.

3.8. Clients are responsible for maintaining the confidentiality of their password and account and are entirely responsible for all activities that occur through their account or password. The Seller recommends logging out of the account at the end of each session by clicking the “Log out” button.

4. ORDER

4.1. An order on the online store www.detelina.bg can be placed by a registered or unregistered user.
The client fills in the information fields for: first and last name, address and delivery address if different for the specific order, phone number, email address. They declare their desire to receive the Newsletter.

4.2. The client is obliged and responsible for ensuring that all data regarding the purchase, which they have declared through their completed and sent order to the Seller, is true, complete, and accurate as of the date of sending the order.

4.3. Each item and/or service added to the shopping cart is available for purchase within the available quantities. Adding an item and/or service to the shopping cart does not register the order and does not automatically reserve the item/service. The order is activated by clicking the “Order” button and after the site loads the full information about the specific order (ordered items, date, and delivery address).

4.4. Upon successful order placement, the User receives confirmation of the order via email at the address they provided if the order was made as a registered User. The confirmation email specifies the ordered goods, the order number, the date, and the time when the order was made. A telephone confirmation is mandatory for each order.

4.5. By sending the order, the Client allows the Seller to contact them in any possible way.

4.6. The Seller has the right to refuse to fulfill (cancel) the Client's Order, notifying the Client accordingly. Canceling the order does not entail any liability or subsequent obligation of either party towards the other regarding it, and neither has the right to seek compensation for the cancellation.

4.7. If the Client wishes to withdraw from the Contract within the provided withdrawal period, the Seller is obliged to return the pre-paid order amount within 14 (fourteen) days from the date of receiving the Client's withdrawal notice. The amount will be refunded as follows:
• Card payments – refunded to the account from which the payment was made
• Cash on delivery payments – to a bank account provided by the Client

4.8. The Seller has the right to delay the refund in case of withdrawal from the Contract until the sold goods are received back.

4.9. The right to return goods applies only to consumers under the meaning of the Consumer Protection Act, and if the goods have preserved their commercial appearance and are accompanied by undamaged packaging, label, and barcode.

4.10. If a pre-paid good and/or service ordered by the Client cannot be delivered/provided by the Seller, the Seller will inform the Client and refund the already paid amount within 7 (seven) days from establishing this fact or from the date the Buyer clearly expressed their wish to terminate the Contract.

4.11. The Client may cancel an order without stating reasons for the cancellation.

4.12. Cancellation of an order can be made:
A/ By phone: 0889 223619
B/ By email: detelina@detelina.bg, providing: order number, phone number, name, email, order amount.
C/ By filling out the “Claims” form on www.detelina.bg.

5. PAYMENT

5.1. Payment for the ordered goods can be made in two ways, either separately or in combination, with no additional processing fees regardless of the chosen payment method:
• “Cash on delivery” – payment in cash to the courier upon delivery. The Client receives a receipt from the courier.
• Borica – cashless payment via virtual POS terminal with debit or credit card.

5.2. For each ordered item, the Client must pay the price announced in the online store at the time of the order. The price of each item may change dynamically.

5.3. In case of online payments or bank transfers, the Seller is not responsible for any additional fees, commissions, or currency exchange differences charged by the Client’s bank.

5.4. For each confirmed order, Detelina.BG OOD issues an invoice and sends it to the Client's email address.

5.5. The Client can download invoices for their orders at any time from their profile in the “Orders” section.

6. DELIVERY OF GOODS

6.1. Delivery is made only for successfully placed and confirmed orders via telephone call when the recipient is in Bulgaria. Orders with recipients outside Bulgaria are not confirmed by phone.

6.2. The delivery price is calculated by the online store depending on the courier chosen by the client.

6.3. Delivery of ordered goods is not carried out on Sundays and public holidays.

• Standard delivery – within 4 (four) business days after order confirmation for goods in stock.
• Standard delivery to Greece and Romania – within 6 (six) business days after receiving for goods in stock.

6.4. The Seller uses courier companies Speedy, Econt, BoxNow, and Sameday, and usual delivery hours are from 9:00 to 17:30. The Client chooses the courier and delivery method when creating the order.

6.5. Delivery is made to the address specified by the Client or to the office of the chosen courier specified during the phone conversation.

6.6. If the Client does not ensure access and conditions for delivery of the goods at the specified address or fails to collect the goods from the courier office, the Seller is released from the obligation to fulfill the delivery.

7. WARRANTIES

7.1. The Seller offers all Goods on the Site with a warranty for the conformity of the goods with the Contract in accordance with the legislation in force in the Republic of Bulgaria and the warranty policy of the respective manufacturer or official distributor of the Goods.

8. WITHDRAWAL FROM THE CONTRACT / COMPLAINT

8.1. The Customer has the right to make a complaint or return goods purchased from the online store within 14 (fourteen) days of receiving the goods.

8.2. Withdrawal from the contract may also be made to the courier at the time of delivery if the goods were delivered late due to reasons beyond the Customer’s control and not due to force majeure.

8.3. When withdrawing from the contract, the Customer is obliged to return the purchased goods in an undamaged commercial condition and with preserved labels.

8.4. In case of withdrawal from the contract, if the Customer has paid for the goods, the paid amount for the returned goods will be refunded to the bank account indicated by the Customer. No sums are refunded until the goods are returned. If the goods are not returned within the period under Art. 8.1, the withdrawal from the contract has no effect.

8.5. The right to withdraw from the contract, in cases where the goods have been paid for, cannot be exercised for swimsuits, underwear, and socks.

8.6. A complaint may be lodged when the purchased goods do not correspond to what was agreed between the parties under the sales contract. The discrepancy may consist of:

• manufacturing defects of the goods;

• missing parts of the goods;

• wrong goods sent, different from what was ordered;

• discrepancy in the declared size and/or color — goods sent in a different size and/or color from the one ordered;

• damage to the goods during transport.

8.7. The complaint can be submitted to the Seller at the specified email address detelina@detelina.bg or by filling out the Complaints form on the website www.detelina.bg. The Customer must also return the goods within 14 (fourteen) days of receiving them.

8.8. In case of a complaint, the Customer may choose replacement of the item with the same one without defects, or in another size, or another color, or return of the goods against reimbursement of the amount paid. The consultant of the online store may offer replacement with a completely different item upon price adjustment — the Customer either pays extra if the other item is more expensive, or two items are offered for the same price, or the Customer is refunded the difference if the new item is cheaper.

8.9. Returning goods in case of a complaint, outside cases of manufacturing defect or damage during transport, shall take place under the following conditions:

• original commercial appearance (goods not torn, scratched, worn, washed, ironed);

• no damage caused by improper use;

• original packaging and label preserved.

8.10. Returns, whether in case of withdrawal or complaint, shall be made to the Speedy office in Novi Iskar or to the address: Novi Iskar, 4 Iglika Str.

8.11. In case of replacement of goods, transportation costs are borne by the Customer in both directions, unless the replacement is due to the fault of the online store. If the Customer wishes to replace or return a product, they choose the courier and where to return the product.

8.12. Upon confirmed complaint / withdrawal, Detelina.BG issues a credit note which is sent to the email address provided by the Customer.

8.13. For orders paid through a virtual POS terminal and subsequently canceled by the Customer, Detelina.BG refunds the paid amount under the following rules:

• If canceled before the goods are handed over to the courier, the full amount of the order is refunded.

• If canceled after the goods have been handed over to the courier, the shipping and return costs are deducted from the total amount, and the remaining amount is refunded.

• Detelina.BG refunds the amounts due to the Customer within seven days of cancellation of the order and/or receipt of the unaccepted shipment in the warehouse.

9. LIABILITY

9.1. Responsibility for defects of the goods, for execution of the distance sales contract, as well as for reimbursement of paid sums rests with the Seller of the goods.

9.2. The Seller bears no responsibility to third parties if such a person considers that information published on the online store infringes their copyrights or other intellectual property rights.

10. GENERAL PROVISIONS

10.1. Due to limited space and consistent structure of information, product descriptions may sometimes be incomplete.

10.2. All goods, including those in promotion/discount, are sold and delivered until stock is exhausted even if not explicitly stated on the Site.

10.3. The general terms of www.detelina.bg are binding for all users of the Site.

10.4. Any use of this SITE means that you (a) have carefully read the general terms of use and (b) agree to abide by them unconditionally.

10.5. The general terms may be changed unilaterally by the Seller at any time by publishing them on the site. These changes take effect immediately and are binding on all users/clients.

10.6. The Seller has the right to make changes to the terms of use at any time at their discretion or if required by applicable law, and these may have retroactive effect on already delivered and confirmed orders.

10.7. In any case of change of the general terms, the Seller will inform the Clients by publishing the changes on the Site. Therefore, you as a Client are obliged to check for any changes to the general terms when using the Site.

10.8. If any of the provisions of these general terms are found to be invalid or unenforceable, regardless of the reason, this does not affect the validity or enforceability of the remaining provisions.

10.9. The Seller makes serious efforts to maintain the accuracy of the information presented on the Site. Nevertheless, considering possible technical errors or omissions, the Seller clarifies that product images are for informational purposes only, and delivered products may differ due to changes in characteristics or design.

10.10. The characteristics or prices of products described on the Site may change at any time and may contain technical errors. The Seller may refuse to fulfill an order if:

• price is zero

• price is obviously unrealistically low compared to similar items on the site.

10.11. The Site may contain links to other websites. The Seller is not responsible for the privacy policy of websites not administered by them or for other information contained there.

10.12–10.27. (Summary: Details on account registration, communication, intellectual property, customer responsibilities, promotional information, payment and delivery policies, and restrictions on site use, including captchas, account misuse, etc.)

11. PERSONAL DATA PROTECTION

11.1. The www.detelina.bg site uses an SSL certificate, ensuring secure transmission of information between server and browser.

11.2. The site is hosted by SuperHosting.BG in accordance with GDPR (Regulation (EU) 2016/679).

11.3. The Seller collects only data necessary for order fulfillment, varying depending on chosen delivery and order method.

11.4. The data provided by the User is used only for order fulfillment and is shared only with couriers or authorities as required by law.

11.5. The User can access, correct, modify, and delete their data through their account.

12. FORCE MAJEURE

12.1. Neither party shall be liable for failure to perform if such failure is due to force majeure — an unforeseeable event beyond the control of the parties.

12.2. If the event does not cease within 14 days, either party may notify the other of termination without liability.

13. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

13.1. The content of the Site, including but not limited to logos, graphics, text, multimedia content, is owned by the Seller.

13.2. Nothing in the distance sales contract shall be construed as permission for the Customer to copy, distribute, publish, modify, or otherwise use the Site content for commercial purposes without written consent.

13.3–13.7. (Summary: The Customer may use the content only for personal, non-commercial purposes unless explicitly authorized otherwise.)

These General Terms and Conditions have been adopted by the Manager of Detelina.BG Ltd. on 11.06.2025.

Last update: 01.07.2025