Terms and Conditions

Last Updated: May 06, 2018

ORDERING AND PAYMENT

We are open for business 24/7 when ordering online. We also employ a staff of customer service representatives who are available to answer your questions and assist you with orders Monday – Friday from 8:00 am – 6:30 pm EET, excluding national holidays. We accept payments with PayPal or direct bank transfers. We do not accept payments by credit card or by check at this time.

WHERE WE DELIVER

At this time we are unable to offer delivery to P.O. boxes, or APO/FPO addresses. Perishable food items can be delivered within the USA and Europe. If you are looking to place an international delivery order to an address outside of the United States or Europe, please contact our customer service department at support@bulgariansuperfoods.com for further details and assistance with the order.

The delivery time and rates vary, depending on your location. Order processing time is based on the season, ordered products, quantities and your location.

We want to encourage you to contact us before placing your order. Our Customer Service Representatives will be happy to assist you and provide the necessary information.

SHIPPING TO AN APARTMENT, CONDO, OR GATED HOME

If you are shipping to an apartment building or condo, the shipping carrier will not leave the package outside of your door. If you have a doorman or reception that typically receives packages the shipping carrier may leave the package with them. We cannot be responsible for a package if it is delivered to an apartment or condo and then not left at the door because nobody is home to receive the order. Also note that any order above specific amount will require a signature, and someone must be home to receive the shipment.

If you are shipping to a gated home, you must make sure that someone is available to open the gate when the shipping carrier arrives, as packages will not be left at the front of the gate. We cannot be responsible for packages that are not left at a gated home because nobody is at the residence when the delivery is made.

SIGNATURE RELEASE OR SIGNATURE REQUIRED OPTION

Although we do provide the option for you to select whether you want an order to be left at the door if nobody is home to sign for it, the decision to leave the package or not is at the sole discretion of the shipping carrier’s delivery driver. If your area is deemed to be a high-crime or unsafe area, the driver will not leave the package. If you are delivering to an apartment or condo that does not have a receiving area for packages, the carrier’s delivery driver will also not leave the package outside of your door. We cannot be responsible for packages that are not left due to the named circumstances above. Please take care in having orders delivered to an address where you know someone will be home. Packages over specific amount in value may require a signature and someone will need to be home to receive it.

SHIPPING OPTIONS

Priority Only. Packages are shipped via FedEx, UPS or DHL, depending on your location. We cannot offer any shipping refund for packages that miss their estimated delivery time by FedEx, UPS or DHL.

ORDER FULFILLMENT TIME FRAMES

Most orders placed before 2:00 pm EET are shipped the next day. Depending on the season, ordered product, quantities and your location it may take up to 5 days. If your order is places, our customer representative will contact you in order to inform you about the estimated processing time and the expected delivery date. Orders containing perishable items are shipped from Monday to Wednesday. We want to encourage you to contact us before placing your order. Our Customer Service Representatives will be happy to assist you and provide the necessary information.

PRODUCT AVAILABILITY AND OUT-OF-STOCK ITEMS

We regularly update our site so it shows the current availability of items. However, as we do also service customers who can make large purchases at times, sometimes we may run out of stock of an item.

PRODUCT FRESHNESS

We hold the highest quality standards of freshness and quality. To ensure that you receive all your products in optimal condition, we carefully pack them in an insulated Styrofoam box with dry ice, or frozen gel packs, depending on the products included in the order. This packaging is designed to maintain full product freshness while in transit.

We strongly encourage that you or someone else be available at the delivery address to sign for the package and refrigerate perishable items upon delivery. You may choose for the package to be left at your door, but we cannot take responsibility should the items spoil while being left at your door. To safeguard against unforeseen and unlikely delays in the transportation process, part of the product may be frozen to preserve freshness.

COMBATING FRAUD AND THEFT

We take a very active approach to combating fraud and theft, both with orders placed for our products and keeping your information safe and secure. It is a violation of State and Federal law to place orders under a false name or with an invalid or stolen credit card. We will take all steps possible to prosecute all people placing fraudulent orders to the fullest extent of the law possible. We actively work with local law enforcement to prosecute anyone committing fraud online. If we deem any order as a potential for fraud, we may require additional information to confirm the validity of your order, including a picture of the credit card used along with a valid government issued identification.

We take equal steps to ensure that when you order with us your information is protected and secure. We employ advanced encryption methods and use SSL technology to ensure that any information you submit to us is safe and secure. We also work with independent third party companies that monitor our website daily and notify us of any potential vulnerabilities that a hacker could exploit, which, if found, we then immediately correct.

YOUR INFORMATION AND PRIVACY

INFORMATION YOU PROVIDE TO US

In the course of doing business with us either by shopping on our website or on any third-party web store we provide (such as facebook store) and when you are talking with our customer service representatives, you will willingly provide us with some personal information, such as your name, address, contact information and shopping choices. By providing this information to us, you authorize us to store this information and use it to complete the fulfillment of your order and for following up with communications regarding your order. To deliver your orders, we work with third-party companies and we may share your information with them. Such companies as with FedEx/ UPS/ DHL. Any payment information you provide to us for completing your order is never shared with anyone and is only used to complete an order transaction. For any questions please e-mail us at support@bulgariansuperfoods.com and let us know.

INFORMATION WE COLLECT FROM YOUR SHOPPING EXPERIENCE ON OUR WEBSITE

Our system automatically collects and stores certain pieces of information about all visits to our site. We may obtain browser information like referring pages and date and time information. When you browse our site, we don’t collect any information (such as IP addresses or other), that can uniquely identify you as a person.

We may use third party advertising companies to serve ads (e.g., banners or links) on its behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is anonymous.

ORDER CANCELLATION / MODIFICATION

We will honor all order cancellation and modification requests as much as possible. However, we do pack many orders a day, and if your order has already been packed it may be impossible to cancel or modify it simply because it can be one box out of hundreds shipping out and we might not be able to find it.

RETURNS & EXCHANGES

We can not accept returns of perishable and fresh items, because of their short lifetime, duration and because they are specially gathered for you by your request. To make sure that you are satisfied with the product you receive, inspect the contents as soon as they arrive. Please store the items appropriately. Consume our fresh products as soon as possible for best flavour.

We are not responsible for products that spoil due to: packages left at the door for extended periods of time, packages sent back to freight location because nobody was available to sign for them, or delays in delivery times due to incorrect or incomplete addresses. We also can not be responsible for an item you return that never arrives to us or arrives damaged, so please make sure you insure any returned packages.

PRICING CHANGES

Our products are subject to availability due to weather and seasonal variations. We reserve the right to make changes to its pricing to reflect changes in market supply. We pledge to make the customer aware of any changes as soon as it is possible.

Arbitration Procedures

You must first present any claim or dispute to Bulgarian SuperFoods Ltd by contacting our Customer Service department at support@bulgariansuperfoods.com to allow us an opportunity to resolve the dispute. You may request arbitration if your claim or dispute cannot be resolved within 60 days. Any arbitration shall be confidential, and neither you nor we may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award.

EU dispute resolution body: ODR

BG dispute resolution body: KZP

Assignment

Bulgarian SuperFoods Ltd may assign all or part of this agreement without such assignment being considered a change to the agreement, and without notice to you. We are then released from all liability. The assignee shall have the same rights and obligations as the assignor and shall agree in writing to be bound by the terms and conditions of this agreement.

ENTIRE AGREEMENT

This agreement is the complete and exclusive statement of agreement between you and Bulgarian SuperFoods Ltd, and supersedes and merges all prior proposals and all other agreements. In the event that any provision of this agreement shall be determined to be illegal or unenforceable, that provision will be eliminated to the minimum extent necessary so that this agreement shall otherwise remain in full force and effect and enforceable. Headings herein are for convenience of reference only and shall in no way affect interpretation of this agreement.

The exercise of the Right of Withdrawal

RIGHT OF WITHDRAWAL

The Customer does not have withdrawal right when:

purchasing perishable (those which require refrigeration) goods and products
purchasing fresh vegetables, mushrooms and truffles, gathered by request

You have the right to withdraw from this contract within fourteen days of conclusion without the need for explanation. The withdrawal period is fourteen days from the day on which you take possession of the goods.

To exercise the right of withdrawal, you must inform us at support@bulgariansuperfoods.com of your decision to withdraw from this contract by submitting a clear declaration (e.g. via fax, e-mail, or letter sent by post). You can use the following template, but it is not obligatory.

STANDARD WITHDRAWAL FORM

To …………………………

/merchant name/

……………………………………………………………………..

/merchant address, merchant VAT/

I/We (*) hereby withdraw from the agreement which I/we (*) concluded for the purchase of the following goods (*)/the provision of the following services (*):

…………………………………………………. /product or service description/

Product is ordered on ………………….

Product is delivered on …………………. /date of delivery/

………………………………………………………………………../Recipient Name//

………………………………………………………………………. /Recipient’s Address//

………………. …………………………….

/Date/ /Signature/

(*) Delete as applicable.

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СТАНДАРТЕН ФОРМУЛЯР ЗА УПРАЖНЯВАНЕ ПРАВО НА ОТКАЗ

До ………………………

/името на търговеца/

……………………………………………………………………..

/адрес, ЕИК/

С настоящото уведомявам, че се отказвам от сключения от мен договор за покупка на следните стоки/услуги:

…………………………………………………. /описание на продукта/

Стоката е поръчана на ………………….

Стоката е получена на …………………. /посочва се датата на получаване от потребителя/

………………………………………………………………………../Име на потребителя/

Гр./с……………………………………………………………. /Адрес на потребителя/

………………. …………………………….

/Дата/ /Подпис на потребителя/

If you choose to make use of this option, we will provide you immediate confirmation (e.g. by email) that we have received the cancellation.

Sending notification stating that you wish to exercise your right of withdrawal within the cancellation period is sufficient to meet the cancellation deadline.

EFFECTS OF WITHDRAWAL

If you withdraw from this contract, we have to refund all payments we received from you, including shipment charges (except for additional costs arising when you choose a different delivery method to the most cost-efficient standard delivery offered by us), immediately and at the latest within fourteen days from the day we receive the notification that you are withdrawing from this contract. We use the same payment method that you used in the original transaction for this refund, unless we expressly agree otherwise with you; under no circumstances will you be charged fees for this refund.

We may refuse to pay the refund until the goods have been returned to us, or until you have provided evidence that you have shipped the goods back, whichever comes first.

You must ship back or deliver the goods to us immediately and in any event no later than fourteen days from the date on which you notify us that you are withdrawing from this contract. The deadline is met if you send the goods within fourteen days. You shall bear the direct costs of returning the goods.

You only need to pay for any loss in value of the goods if a test of the state, characteristics, and functioning of the goods shows that the loss in value is due your unnecessary handling of them.

End of Information concerning the Right of Withdrawal.

Copyright Statement

Our websites and mobile applications contain elements that are protected by copyright and by other laws that are subject to the copyright or other rights. Such elements may not be reproduced, republished, distributed and redistributed, transmitted, displayed, broadcast or otherwise exploited in any manner without the express prior written permission of Bulgarian Superfoods Ltd.

Without the explicit written permission of Bulgarian Superfoods Ltd it is prohibited to integrate in whole, or in part, any of the protected contents published on these websites or mobile applications into other programs, mobile applications or other web sites or to use them by any other means.

You may use such elements for your personal use only, without altering the original content and without altering or removing any trademark, copyright or other notice from such material.