Table of contents
1. How to Submit a Complaint
Send your complaint to the email feed@naturonica.com — feed@naturonica.com. This is the only public communication channel for complaints. The written form allows recording the content of the complaint and the date of submission.
2. What to Include in the Complaint
To enable us to process your request without delay, please provide:
- the first and last name provided during the request or order;
- the order number or the date and method of placing the order (request on the website, phone call);
- the country where you are located;
- the substance of the complaint: what is wrong with the product, when the defect was discovered, what remedy you are seeking (repair, replacement, price reduction, refund).
Reminder: the contract with you is not concluded at the moment of submitting a request on the website, but later — by phone, with written confirmation of the terms sent by email. The complaint is handled in relation to the contract concluded in this manner.
3. Response Time
We strive to respond to complaints within a reasonable time, usually within 14 days of receiving the email at feed@naturonica.com. If the legislation of your country of residence establishes a shorter response period for the seller, that shorter period shall apply.
4. Legal Guarantee of Conformity
In accordance with Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods, in the event of a lack of conformity of the goods with the contract, you are entitled to require:
- repair of the goods free of charge; or
- replacement of the goods;
and if repair or replacement is impossible, creates significant inconvenience for the seller, or significantly impairs your interests, or if the seller has not remedied the lack of conformity within a reasonable time — you are entitled to require:
- an appropriate price reduction; or
- termination of the contract and reimbursement of the price paid (except where the lack of conformity is minor).
The specific time limits and terms for the application of the legal guarantee of conformity are determined by the legislation of your country of habitual residence, provided it affords more favorable protection than Bulgarian law.
The right to the legal guarantee of conformity is separate from the right of withdrawal in distance sales (14 days without giving any reason) — these two rights do not replace each other.
5. Alternative Dispute Resolution (ADR)
We are not committed to any specific alternative dispute resolution (ADR) entity and are not obligated to use such an entity to resolve disputes with consumers.
If you disagree with our response to your complaint, you may contact the competent ADR entity in your place of residence — it examines consumer disputes independently of the seller. A list of such entities is maintained by the national consumer protection authorities of the respective EU country.
6. Supervisory Authorities
On matters concerning the protection of personal data, the supervisory authority at the place of establishment of the controller is the Commission for Personal Data Protection (CPDP / КЗЛД, Bulgaria). You are also entitled to contact the data protection authority of your country of residence.
On matters concerning consumer protection, you may contact the competent national consumer protection authority of your country of residence.
7. Applicable Law and Contact Information
The contract and this page are governed by the law of the Republic of Bulgaria, without prejudice to mandatory consumer protection provisions of your country of habitual residence if they provide broader protection.
Operator: КХАРИСМА ЕООД (QHARISMA Ltd.), UIC 208651837, VAT BG208651837, address: Bulgaria, 1000 Sofia, Vazrazhdane District, 40 Aleksandar Stamboliyski Blvd., 4th floor, apt. 9.
Only public communication channel: feed@naturonica.com — feed@naturonica.com. The phone number is not published on the website; communication by phone takes place following a callback request.