Terms of Sale and Returns

1. Who the Seller Is

The seller of the products presented on the Naturonica website is: КХАРИСМА ЕООД (transliteration in the commercial register: QHARISMA Ltd.), a Bulgarian single-member limited liability company.

• UIC / EIK: 208651837
• VAT: BG208651837
• Address: Bulgaria, 1000 Sofia, Vazrazhdane District, 40 Aleksandar Stamboliyski Blvd., fl. 4, apt. 9
• Email: feed@naturonica.com, feed@naturonica.com

A phone number is not published on the website. Telephone communication takes place after you submit a callback request. The permanent written communication channel is feed@naturonica.com.

2. How the Contract Is Concluded

The purchase contract is not concluded at the time of submitting the form on the website. The procedure is as follows:

1. You fill out the request form (mandatory fields: name, phone number, email, country; optional fields: product of interest, comments) and submit a request for terms. 2. A call center operator contacts you at the specified telephone number, specifies the product, quantity, price, delivery method and cost, payment method, and timeframe. 3. If you confirm agreement with the terms, the seller sends a written confirmation to the specified email with a full description of the contract: product, total price including VAT, delivery cost and timeframe, payment method. 4. The contract is considered concluded from the moment you receive this written confirmation, and not at the time of filling out the form or during the telephone conversation.

A request on the website is a request for terms, not an order or an offer accepted by the seller.

3. Price

The prices displayed on the website showcase include VAT and do not include delivery costs. The final price of the contract, including delivery, is fixed and confirmed in writing by email prior to the conclusion of the contract. Until you receive written confirmation, the final price is not considered agreed upon.

4. Payment

The website does not accept payment and does not process payment data when submitting a request. Payment is generally made cash on delivery (COD) upon receipt of the goods from the courier, or by another method if expressly indicated in the written confirmation of the contract. The payment method is agreed upon prior to the conclusion of the contract.

5. Delivery

The delivery method, estimated timeframe, and cost depend on the recipient's country and the product. These terms are agreed upon prior to the conclusion of the contract and recorded in the written email confirmation. If, following agreement, the delivery method or cost changes, the updated terms are valid if they are also confirmed in writing.

At the stage of delivery with cash on delivery (COD), recipient data may be transferred to the fulfillment service and courier service solely for the purpose of executing delivery — see the Privacy Policy for more details.

6. Right of Withdrawal within 14 Days

If you act as a consumer, you have the right to withdraw from the concluded contract without giving any reason within 14 calendar days:

• in the case of a sales contract for goods — starting from the day on which you or a third party indicated by you (other than the carrier) received the goods;
• if goods in a single order are delivered separately — from the day the last good was received.

To exercise the right of withdrawal, it is sufficient to send an unambiguous statement of withdrawal before the expiration of the period — by email to feed@naturonica.com, feed@naturonica.com, or by letter to the seller's postal address specified in Section 1.

7. Exception for Sealed Goods (Art. 16(e))

The right of withdrawal does not apply to goods that, for hygiene or health protection reasons, have been unsealed after delivery and are not suitable for return if their protective packaging (film, sticker, tamper-evident cap, and similar elements) has been broken. This applies, in particular, to food supplements and personal care products intended for direct contact with the body. If the packaging is intact, the standard right of withdrawal within 14 days applies.

8. Model Withdrawal Form

You may use this form (drawn up according to the model provided for in Directive 2011/83/EU) or state your withdrawal in free text by email — both options are equivalent.

To: КХАРИСМА ЕООД, Bulgaria, 1000 Sofia, Vazrazhdane District, 40 Aleksandar Stamboliyski Blvd., fl. 4, apt. 9; email feed@naturonica.com, feed@naturonica.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*)

• Ordered on (date) (*)
• Received on (date) (*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date

(*) Delete as appropriate.

If you send the withdrawal by email, a signature is not required — it is sufficient to provide details by which the contract can be identified (name, date of request/receipt, product).

9. Return of Goods, Costs, and Reimbursement Deadlines

Following notification of withdrawal, you are obliged to send back or hand over the goods without undue delay and not later than 14 days from the moment you communicated your withdrawal, unless the seller offered to collect the goods. The direct costs of returning the goods are borne by the consumer, unless agreed otherwise in writing.

The seller shall reimburse all payments received from the consumer, including reasonable delivery costs (with the exception of supplementary costs resulting from the consumer's choice of a type of delivery other than the least expensive type of standard delivery offered), without undue delay and in any event not later than 14 days from the day on which the seller was informed of the withdrawal. The seller may withhold reimbursement until the goods are received back or until evidence of their return has been provided, whichever is earlier.

Reimbursement will be carried out using the same means of payment as used for the initial transaction, unless the parties have expressly agreed otherwise in writing; no additional fees will be incurred by the consumer as a result.

10. Legal Guarantee of Conformity of Goods

Goods are covered by a legal guarantee of conformity with the contract in accordance with Directive (EU) 2019/771 and applicable national consumer protection legislation in the consumer's country of residence. If the goods do not conform to the contract, the consumer has the right to free repair or replacement, or, if this is impossible, to an appropriate price reduction or termination of the contract, under the conditions established by applicable law.

The legal guarantee does not cover cases where non-conformity is caused by improper use, storage of the goods, or expiration of their shelf life after proper handover to the consumer.

11. Specific Provision for Consumers from Italy

For consumers concluding a contract from Italy, written confirmation of the contract and all its essential terms (product, price including VAT, delivery, payment method) by email is a mandatory element of the procedure described in Section 2 and occurs by default prior to the moment the contract is considered concluded.

12. Complaints and Disputes

The procedure for submitting claims and complaints is described on the page /complaints. The seller is not a participant in any alternative dispute resolution (ADR) entity and does not claim otherwise. The consumer has the right to apply for the protection of their rights to the competent authorities and courts at their place of residence in accordance with the mandatory provisions of applicable law.

The applicable law governing the contract and these terms is the law of the Republic of Bulgaria, without prejudice to the mandatory consumer protection provisions in force in the consumer's country of residence.