Terms of service

General Terms and Conditions for shopping at cvetitaherbal.com

1. Subject

This document sets out the general terms and conditions of the website "https://cvetitaherbal.com/", which govern the rules for its use and the conclusion of a contract of sale between CVETITA HERBAL EOOD, UIC 203492157, referred to below for brevity as the SUPPLIER, and the customers, referred to below as USERS, of the electronic commerce platform "cvetitaherbal.com", referred to for brevity as the Site.

2. Supplier details

2.1. CVETITA HERBAL EOOD is a single-member limited liability company with its registered office and management address in Bulgaria, Burgas 8000, Graf Ignatiev St. No 17, with a correspondence address of Bulgaria, Burgas 8000, Graf Ignatiev St. No 17, UIC 203492157, VAT No BG203492157.

2.2. Cvetita Herbal EOOD administers the individual activities of the site cvetitaherbal.com, including but not limited to its commercial activity.

2.3. You can contact the Supplier at the address indicated above, by telephone on +359 988 393 509 or by email at office@cvetitaherbal.com.

2.4. Supervisory and consumer authorities:

2.4.1. Data protection: in the United Kingdom, the Information Commissioner's Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, United Kingdom, ico.org.uk. As the Supplier is established in Bulgaria, its lead supervisory authority is the Commission for Personal Data Protection (CPDP), Sofia, www.cpdp.bg.

2.4.2. Consumer protection / alternative dispute resolution (ADR): the Citizens Advice consumer service, www.citizensadvice.org.uk, and the Chartered Trading Standards Institute.

3. General provisions

3.1. The Supplier's General Terms and Conditions are binding on all Users of the Site.

3.2. Any use of the Site means that the User (a) has read the general terms of use carefully and (b) has agreed to comply with them unconditionally.

3.3. The Supplier reserves the right to update and amend the General Terms of the Site periodically to reflect any changes in the way and the conditions under which the website operates, or any changes to legal requirements. The document may be relied upon against Users from the moment it is published on the Site. In the event of such a change, the Supplier will publish the amended version of the document on the Site, and Users are therefore obliged to check the content of this document periodically. Each transaction through the Site is subject to the general terms in force at the time the contract of sale between the User and the Supplier was concluded.

3.4. If any of the provisions of these general terms of use of the Site prove to be void or unenforceable, for whatever reason, this shall not entail the invalidity or unenforceability of the remaining provisions.

3.5. The Supplier makes serious efforts to maintain the accuracy of the information presented on the Site. Nevertheless, given the possibility of technical errors or omissions in this information, the Supplier clarifies that the product images are illustrative and indicative, and the delivered products may differ from the images.

3.6. All goods, including those on promotion/sale, are sold and delivered while stocks last, even where this is not expressly stated on the Site.

3.7. The Site may contain links to other sites. The Supplier is not responsible for the privacy policy of websites it does not administer, or for any other information contained in them.

4. Features of the Site

4.1. "Cvetita Herbal" is an electronic commerce site accessible at the internet address cvetitaherbal.com. Through this address, Users can conclude contracts for the purchase, sale and delivery of the goods offered by the Supplier, as well as carry out the accompanying actions, such as:

4.1.1. Register and create a profile to view the Supplier's online store on the Site and use the additional information services;

4.1.2. View the goods, their characteristics, prices and delivery terms;

4.1.3. Make any payments in connection with the contracts concluded with the Supplier, using the electronic means of payment supported by the platform;

4.1.4. Receive information about new goods;

4.1.5. Make electronic statements in connection with the conclusion or performance of contracts with participants on the Site through the interface of the cvetitaherbal.com page, available online;

4.1.6. Be notified of the rights arising from the law, primarily through the interface of the platform online;

4.1.7. Exercise their right to cancel, where applicable, as well as their other rights arising from consumer protection law.

4.2. On the platform, the Supplier organises the delivery of the goods and guarantees the rights of Users provided for by law, acting with the care of a good trader and within the criteria and conditions accepted in practice and in law.

4.3. A User is a natural person aged 18 or over, a legal person or another legal entity that creates an account on the Site, places an order and concludes a distance contract of sale with the Supplier.

4.4. The contract of sale is concluded in English, and the information received from it is stored in the Supplier's database on the platform.

4.5. Under the contract of sale of goods concluded with Users, the Supplier undertakes to organise the delivery and transfer of ownership to the User of the goods specified by them through the platform interface. Users have the right to correct errors in the entry of information no later than the submission of the statement to conclude the contract with the Supplier.

4.6. Users pay the Supplier a fee for the delivered goods in accordance with the conditions defined on the platform and these General Terms. The fee is equal to the price announced by the Supplier on the platform.

4.7. Through the platform, the User selects the method of delivery of the ordered goods within the deadlines and under the conditions defined on the platform and in accordance with these General Terms.

4.8. The User agrees that all statements between them and the Supplier, in connection with the conclusion and performance of the contract of sale, may be made electronically and by electronic statements.

4.9. It is presumed that the electronic statements made by Users of the site are made by the persons specified in the data provided by the User when registering, if the User has entered the corresponding username and password for access.

5. Conclusion of the contract

5.1. The User declares their wish to order and buy goods through the Site by placing an order electronically or by telephone. The order is registered by the User themselves or by an employee of the Supplier, but on the User's behalf. In the latter case, the User provides only their telephone number at the "Quick order" field on the Site, and an employee of the Supplier contacts them to clarify the conditions and method of delivery.

5.2. Every order of goods through the Site is associated with an obligation to pay by a method chosen by the User, described in detail in clause 12 of this contract.

5.3. During the ordering process, the User is able to see the products they are buying and their prices, as well as their name, email, telephone, delivery address, postcode, delivery method and payment method that they have entered on the Site.

5.4. Confirmation of the order is carried out by email notification. Confirmation of the order may also be made by telephone call to the User in the following cases: if the delivery address is incorrect; if the delivery information is incomplete; in the case of a guest order. In the above cases, an employee of the Supplier will contact the User on the telephone number provided to confirm or complete the information they have provided.

5.5. The distance contract of sale between the Supplier and the User is deemed to be concluded at the moment the User receives, by email and/or by telephone call, a notification that the product from the order is ready for dispatch.

5.6. If a given item is out of stock, the Supplier reserves the right to contact the User and either decline the order or fulfil it after the missing product has been restocked.

5.7. The contract of sale concluded between the User and the Supplier consists of these General Terms and any additional arrangements between them.

6. Online sales policy

6.1. Access to the Site for the purpose of registering an order is permitted to every User.

6.2. Communication with the Supplier can take place through direct contact in the "Contacts" section or on the telephone number "For orders" indicated on the Site.

6.3. The Supplier may publish advertising or promotional information about the goods for the promotions it offers on the Site, for a specified period. This information may be active only for a specific category of Users for marketing purposes.

7. Use of subcontractors

The Supplier has the right to use subcontractors for the performance of its obligations under the distance contract of sale concluded through the Site, without needing to notify or obtain the User's consent for this. The Supplier will be liable for the actions of these subcontractors as for its own.

8. Intellectual and industrial property rights

8.1. The Site contains copyright materials and texts, images, graphic logos, graphics, trademark logos, databases and software that are the exclusive property of the Supplier or licensed by it. As such, they fall under the protection of Bulgarian and foreign legislation relating to this matter.

8.2. The Supplier has and reserves all intellectual property rights connected in any way with the Site, whether its own or obtained through contractual licences or by any other lawful means.

8.3. Nothing in the concluded distance contract of sale shall be considered as permission by the Supplier for the User to copy, distribute, publish, provide to third parties or modify any part of the objects in clause 8.1., in any way, including by introducing any content external to the Site, or to remove the marks indicating the Supplier's ownership of the content of those objects. The User is also not entitled to transfer, sell or distribute materials created by reproducing (copying), modifying or publishing the objects in clause 8.1., except with the express consent of the Supplier.

8.4. The User may copy, transfer and/or use the objects in clause 8.1. only for personal, non-commercial purposes, and only where this does not conflict with what is provided in this chapter of the document.

8.5. The User has the right to use the objects in clause 8.1. for commercial purposes solely if they have obtained the written consent of the Supplier, and only to the part, manner and extent of use, and within the time limits, for which that consent has been expressly given. Any subsequent or different use of these objects will be considered a breach of these General Terms and an infringement of the Supplier's intellectual property rights, for which the Supplier has the right to hold the User liable.

8.6. Any use of the objects in clause 8.1. for purposes other than those expressly permitted in these General Terms or in other express written consent given by the Supplier is prohibited.

9. Order

9.1. The User may place orders on the Site by adding the desired products for purchase, following the steps indicated on the Site to complete and send the order.

9.2. Each item added to the basket may be purchased if it is available. Adding goods to the shopping basket without completing the order does not lead to the registration of the order or the automatic reservation of the goods.

9.3. The User undertakes and is responsible for ensuring that all data provided to the Supplier in connection with the order is true, complete and accurate as at the date of sending the order. The User gives the Supplier permission to provide this data to the relevant subcontractor through which the Supplier will fulfil the order.

9.4. By sending the order, the User authorises the Supplier to contact them by any possible means when this is necessary in connection with the order placed or the contract concluded.

9.5. The Supplier has the right to refuse to fulfil (to cancel) an order placed by the User, of which it must notify the User. Cancellation of the order does not entail any liability or subsequent obligation of either party towards the other in connection with it, and accordingly neither of them has the right to seek compensation from the other for its cancellation, in the following cases:

The stock of the product selected by the User is exhausted. In this case, the Supplier is obliged to contact the User as soon as possible by telephone or email and inform them of this.
Non-acceptance by the User's issuing bank of the transaction in the case of online payment;
The monetary transaction not resulting in funds being received in the Supplier's account in the case of online payments;
The data provided by the User on the Site is incomplete and/or incorrect.

9.6. Where the User cancels the distance contract of sale and declares this within the cancellation period, the User will bear all direct costs of returning the products offered by the Supplier. This period is 14 days and begins to run from the date on which the purchased product is received by the User or a third party other than the Supplier. The User should return the goods to the address indicated in clause 2.1. of this contract.

9.7. The Supplier undertakes to refund the price paid under the distance contract from which the User has cancelled within 14 (fourteen) days, using the same means of payment used by the User in the initial transaction, unless the User has expressly agreed to the use of another means of payment. This will not lead to any additional costs for the User.

9.8. The nature of the goods (sealed food supplements) may affect the right to cancel; please see the Refund Policy for the statutory right to cancel and the applicable exception for sealed health-protection goods.

10. Privacy

10.1. The User agrees that, by providing any personal or other data to the Supplier, it may be used by the Supplier for the following purposes: (1) maintaining the User's account, including registering orders, sending ordered products, invoicing, resolving disputes with Users regarding their orders or considering their requests; (2) sending commercial communications or periodic notifications by email subscription or by SMS; (3) conducting market and consumer research, tracking and monitoring sales and User behaviour. The Supplier undertakes to process and take measures to protect the personal data of consumers in accordance with the requirements of the UK GDPR and the Data Protection Act 2018.

10.2. The personal data required to fulfil the order is as follows:

first and last name
email
contact telephone
invoice and delivery address
postcode.

The personal data can be corrected at any time after it is provided by the User.

10.3. The Supplier guarantees that the data collected under clause 10.1. will not be provided in any form to third parties or used for purposes other than those described above.

10.4. The User's account can be deleted from the Site and from the Supplier's database, together with the associated data, upon the express written request of the User.

10.5. The User agrees to provide the Supplier with access, unlimited in volume and time, to any materials and information they send to the Supplier through or in connection with the Site, whether or not they have placed an order and completed a transaction through the Site.

10.6. By providing their data to the Supplier (including email), the User gives their express consent for the Supplier, or third parties who are partners of the Supplier (couriers, providers of marketing services, or companies in the insurance or financial services sector where provided for by specific legislation), to contact them, as well as other companies with which the Supplier may develop joint programmes for offering goods on the market.

10.7. By providing their personal data to the Supplier, the User gives their express consent for it to be included in the Supplier's database and their express and unequivocal consent for this data to be stored, used and processed in accordance with the purposes mentioned in clause 10.1.

11. Commercial communications

11.1. At the moment the User creates an account on the Site, they have the opportunity to express their consent to receive commercial communications.

11.2. The User may withdraw the consent given to the Supplier to receive commercial communications at any time, by changing the link located at the end of each message received to their email, or by contacting the Supplier.

11.3. Refusal to receive commercial communications does not mean an automatic withdrawal of the consent given to conclude this contract.

11.4. After the purchase of goods, the Supplier will send the User commercial communications regarding:

Suggestions for goods or services recommended to be used together with the purchased goods.

12. Invoicing and payment

12.1. The prices of the goods announced on the Site are final and include VAT and all other taxes and charges provided for by applicable law.

12.2. The prices of the goods are shown without the delivery charge, about which the User can find information on the Shipping page or during the ordering process.

12.3. The price, the method of payment and the payment deadline for the issuing of invoices are indicated in each order.

12.4. Payment of each order may be made by the following methods:

Cash on delivery to the address chosen by the User;
Card payment (including via Stripe, Google Pay and Apple Pay);
Bank transfer.

12.5. The Supplier reserves the right to change the prices of the goods offered on the Site at any time and without notice, and such changes will not affect orders already placed.

12.6. The Supplier may provide discounts on the goods offered on the Site in accordance with applicable law and rules determined by the Supplier. The rules applicable to such discounts are available at the place where the discount is shown. Discounts may be provided in various forms (e.g. promotions, loyalty discounts, provided individually, at random or as a result of participation in a competition or consumer survey). The different types of discount cannot be combined when ordering and purchasing the same goods.

12.7. Payment via "Quick order" is a fast way to order through the Supplier's Site, in which the User provides their telephone number without needing to enter all the order details. This order is carried out by a call from the Supplier to clarify the information regarding the method of payment and the method and deadline for delivery of the selected products.

12.8. The User is obliged to provide all the necessary information for issuing the invoice in accordance with applicable law.

12.9. The Supplier will issue the User an invoice for the ordered and delivered products on the basis of the information provided by the User.

12.10. The Supplier issues all the necessary documents for each payment for an order through which the User has bought a product offered on the Site.

13. Delivery of goods

13.1. The Supplier undertakes to deliver the ordered and purchased products itself or through a courier company to an address indicated by the User, or to an office of the courier company, depending on the User's choice.

13.2. The Supplier will ensure appropriate packaging of the products and the sending of the accompanying documents. If, by any chance, the shipment does not contain a document required for the ordered product, the User should contact the Supplier at office@cvetitaherbal.com and the Supplier will do everything possible to provide it as soon as possible.

13.3. The delivery conditions for the products offered by the Supplier are set out in the "Shipping information" section of the Site.

14. Complaints and returns of goods

14.1. The User has the right to complain about any non-conformity of the goods with what was agreed/ordered, where, after delivery, non-conformities with the contract of sale are discovered. This is without prejudice to the User's statutory rights under the Consumer Rights Act 2015.

14.2. The User has no right to complain about defects caused by improper use of the product or use contrary to the instructions for use and the description of the goods.

14.3. In the case of non-conformity between the products received and those ordered, or an inaccuracy arising through the fault of the Supplier, the Supplier will bear the costs of the subsequent return and replacement of the non-conforming products.

14.4. If delivery is not possible through no fault of the Supplier (the User is not at the address indicated, does not answer the Supplier's calls, and so on), the order will be returned to the Supplier until the latter is able to contact the User.

14.5. Regarding complaints relating to the purchased goods, Users should call the telephone number for orders indicated on the Site, or complete the contact form in the "Contacts" section of the Site.

14.6. When submitting a complaint, the User states the subject of the complaint, their preferred means of resolving it, the amount claimed, and an address, telephone and email for contact.

14.7. When submitting a complaint, the User must also attach the documents on which the claim is based, namely: 1. a receipt or invoice; 2. reports, records or other documents establishing the non-conformity of the goods or service with what was agreed; 3. other documents establishing the claim as to its basis and amount; 4. a warranty card, if any.

14.8. The User may return the products purchased from the Supplier without giving a reason within 14 days of receiving them, under the following conditions: the products are in their original packaging; there are no signs of use, damage to the appearance or soiling of the products; and, for sealed food supplements, the seal has not been broken (see the Refund Policy).

14.9. The costs of returning the products under a voluntary return are for the User's account.

14.10. When returning the products, the User may choose whether to exchange them for others or to be refunded their value.

14.11. Where a complaint is resolved by replacing the goods with another item corresponding to what was agreed, the Supplier will retain the User's original warranty conditions.

14.12. Where the User chooses to be refunded, the Supplier refunds the value paid for the products. In the case of a statutory cancellation, standard delivery costs are also refunded in accordance with the Refund Policy. The refund is paid by bank transfer to a personal account provided by the User, or the same account from which the payment was made.

14.13. The User may return the products to the following address of the Supplier: Cvetita Herbal Office, Burgas 8000, Graf Ignatiev St. No 17, Bulgaria.

15. Product information

15.1. The information and products on the Site are not intended for the diagnosis, treatment or prevention of diseases and health problems. Users can find more information about the products and their characteristics under the image of each product, or obtain it from the Supplier via the telephone for orders: +359 988 393 509.

15.2. The products offered on the Site comply with all applicable food safety requirements.

15.3. Some of the products on this Site may raise blood pressure or cause palpitations, headache or stomach discomfort. The Supplier advises all Users to consult their doctor before consuming the products.

16. Card payment security

16.1. Card payments on the Site are processed through a secure payment provider that accepts the main payment cards (Visa, Mastercard and others).

16.2. For secure online payments, in addition to the standard authorisation process, cardholder authentication is applied (e.g. 3D Secure / Strong Customer Authentication), giving cardholders greater control over the use of their cards online, reducing the possibility of unauthorised use and increasing security when shopping online.

17. Transfer of ownership

Ownership of the goods will be transferred by the Supplier upon their handover to the User, after payment has been made. The handover of the goods will be certified by the User's signature on the transport document provided by the courier, or by the making of the payment itself by bank transfer.

18. Liability

The Supplier is not liable for any damage suffered by the User as a result of force majeure or circumstances beyond the Supplier's control. Nothing in these terms excludes or limits the Supplier's liability where it would be unlawful to do so, including liability under the Consumer Rights Act 2015.

19. Force majeure

19.1. Neither party will be liable for the non-performance of its contractual obligations if such non-performance is due to force majeure. Force majeure is an unforeseeable event, beyond the control of the parties, that cannot be avoided.

19.2. If, within 14 (fourteen) days of the date of the relevant event, it does not cease, either party has the right to notify the other that it is terminating the contract without owing the other compensation for any damage suffered.

20. Governing law and mandatory consumer rights

20.1. This contract is governed by Bulgarian law. Any disputes arising between the Supplier and Users will be resolved by mutual agreement or, if this is not possible, before the competent Bulgarian court in Burgas.

20.2. The choice of Bulgarian law does not deprive you, as a consumer, of the protection afforded to you by the mandatory provisions of the law of your country of habitual residence. As a consumer resident in the United Kingdom, you continue to benefit from the mandatory protections of UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

21. Promo codes and discounts

Promo codes cannot be combined with other promotions, discounts or special offers, unless expressly stated otherwise in the message or the terms of the specific campaign.

Unless expressly stated otherwise, promo codes do not apply to products that are already reduced or participating in another active promotion.

The trader reserves the right: