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These "General Terms and Conditions" shall govern the relationship between the Sole-Owner Limited Liability Company „IVEL-CO“ EOOD (hereinafter referred to as the "SELLER") on the one hand and the Users (the “CUSTOMERS”) of online (Internet) Websites and services located on the domain www.ivel-co.eu (hereinafter referred to as the “E-Store”). These Terms and Conditions shall be binding to all Customers who, by marking any object, link or button located on the Website www.ivel-co.eu (except for the link to these "General Terms and Conditions") agree, fully accept and undertake to comply with these “General Terms and Conditions" as well as all Appendices thereto. I. REGISTRATION 1. You can order and purchase Goods at www.ivel-co.eu as a Guest User or as a Registered Customer. 2. In order to register, you must choose a unique username or e-mail address and password, as well as to specify a delivery address, first name and surname, e-mail, contact phone number, whereby your data shall be stored in the Seller's system. Upon successful registration and storage of your data in the system, with each new order you will have the opportunity to change your delivery address and personal data, as well as to designate your representative who shall accept the order, if so required. By checking the box “I agree with the "General Terms and Conditions", you make an electronic statement within the meaning of the Law on Electronic Document and Electronic Signature, confirming that you are familiar with and accept these General Terms and Conditions, as well as all Appendices forming an integral part thereof. 3. The Company „IVEL-CO“ EOOD, which operates the E-Store at www.ivel-co.eu, declares that all personal data provided by the users are considered strictly confidential in compliance with all legal provisions applicable in the field of personal data protection. 4. In order to ensure a transparency in the collection, processing, use and protection of personal data provided by users, the Seller shall be obliged to apply a Personal Data Protection Policy (hereinafter referred to as the “POLICY”) –Appendix No. 1 to these General Terms and Conditions. The Policy contains information on the type and scope of personal data, principles, criteria, and specific measures to their protection. 5. The Seller shall be obliged to make available and maintain on its Website the Policy referred to in the preceding paragraph and to ensure a free access to all users to the information contained therein. II. ORDER 1. You can place your order 24/7 (including on weekends and public holidays) on the Website www.ivel-co.eu. 2. All orders placed until 15h00 /excluding Saturdays, Sundays and public holidays/ shall be processed and submitted on that same day. All orders placed after 15h00 shall be processed and submitted on the next business day. 3. The Customer shall, upon completing its order, have the right and the option to review the products he/she has chosen, as well as the information about the delivery and contact details – and, if necessary, to make adjustments. 4. The Customer shall be notified by e-mail of the receipt, confirmation and sending of the order made by him/her. A confirmation of each ORDER shall be done via e-mail, whereby the order shall be considered launched and received for processing. 5. In case that there is a problem with the availability of goods, subject to the respective order, a Seller’s representative shall contact the Customer for clarification. 6. The Customer may check the status of his/her order in his/her profile at any time. III. DELIVERY, DELIVERY DEADLINES 1. The delivery will take place within 1 /one/ business day, reckoned from the day of ordering, subject to availability of the products. In case that a customer has requested a payment method ‘by bank transfer’, the deadline shall be calculated reckoned from the day on which the Seller's bank account is credited with the amount of payment. 2. In case that a product is no longer available in our warehouse and commercial network, the delivery will take place no later than 20 days, reckoned from the day of ordering and confirmation. 3. All products shall be delivered by the Courier Company "Econt Express" OOD. 4. All products shall be delivered to the address indicated by you. 5. All products, subject to a claim and within the warranty term, shall be delivered within the terms specified in the relevant Sections of these General Terms and Conditions. 6. Possible problems encountered in implementation of an Order: • In case that one or more of the products ordered is no longer available, a Company’s Representative of “IVEL-CO” EOOD will contact you as soon as possible. • A delivery/payment address is incomplete or incorrect. • A contact phone number of the customer is incorrect. • A technical error in the spelling of product characteristics, including prices, exists. IV. DELIVERY PRICE 1. The cost of delivery of the products purchased shall be calculated according to their weight only, regardless of the place of delivery within the territory of Bulgaria, and shall be paid to the COURIER at the time of delivery. 2. In case that a customer has requested a payment method ‘cash on delivery’, for each delivery a fee shall be charged at a rate of 1,2 % over the amount of payment. 3. Any delivery of products that you have purchased with a value exceeding BGN 200 /two hundred levs/ shall be FREE OF CHARGE within the territory of Bulgaria and, in case that a customer has requested a payment method ‘cash on delivery’, a fee shall be charged as per the above paragraph. V. PAYMENT METHODS 1. In case that a Customer has requested a payment method by ‘Cash on Delivery’ of the products ordered, the amount due will be paid in full at the time of receipt of the order to the COURIER Company specified under Item 3 of Section III of these General Terms and Conditions; 2. In case that a Customer has requested a payment method by ‘Bank Transfer’, a bank account number will be provided in order to make the transfer. Payment will be deemed to have been made on the day on which the Seller's bank account is credited with the amount of payment. VI. WITHDRAWAL FROM THE CONTRACT 1. The Customer shall have the right to withdraw from the Contract, respectively from the goods purchased by him/her, without giving a reason, without due compensation or penalty and without paying any costs, except for the costs provided for in these General Terms and Conditions. 2. The Customer may exercise his/her right of withdrawal within 14 days reckoned from the day on which the Customer or a third party authorized by the latter, other than the Carrier, shall have entered into possession of the goods. For this purpose, the subject matter of the transaction must be in its original packaging, without traces of use or prejudice to the commercial aspect of the goods. 3. In order to exercise his/her right of withdrawal, the Customer must notify the Seller of his/her decision to withdraw from the order/contract with an unambiguous application. The Customer may use a Standard Form of Withdrawal – Appendix No. 2 to these General Terms and Conditions, as well as any other form of a document and/or a statement that contains information sufficient to identify the Customer and the goods ordered by him/her. 4. The Customer can submit a hard copy of the Withdrawal Form by post or Courier Company to the address of the Seller's management. 5. In order for the withdrawal period to be considered complied with, it shall be sufficient for the Customer to send his/her communication concerning the exercise of his/her right of withdrawal before the expiry of the withdrawal period referred to in this Section of the General Terms and Conditions. 6. The costs of transport and delivery of the goods, subject to withdrawal, shall be borne by the Customer. 7. NO RIGHT OF WITHDRAWAL SHALL BE PROVIDED BY THE SELLER ACCORDING TO ART. 57 OF THE LAW ON CONSUMER PROTECTION IN THE FOLLOWING CASES : • for any delivery of goods manufactured as per the Customer’s Order or according to his/her individual requirements; • for any delivery of goods which, by their nature, may deteriorate in quality or have a short shelf life; • for any delivery of sealed goods which have been unsealed after delivery and can no longer be returned for hygiene or health reasons; 8. In the event that some of the goods requested by the Customer fall within the scope referred to in Item 7 of these Terms and Conditions and no right of withdrawal can be exercised, the Seller shall unequivocally inform the Customer thereof before the latter makes the payment of the products ordered by him/her. 9. In relation to the procedure referred to in this Section, the Seller undertakes to develop and make available on its Website a Standard Form of Withdrawal as described herein above, as well as a Procedure/Guidelines for Withdrawal from an Order – Appendix No 3. VII. COMMERCIAL GUARANTEES 1. The Commercial guarantee shall be provided to the Customer in writing on paper or on any other durable medium accessible to him/her. 2. In the event that a registration shall be required for the entry into force of the guarantee for the product concerned, the Customer shall be obliged to take the steps prescribed by the manufacturer and/or the Seller. 3. The application for a Commercial Guarantee shall contain mandatory information on: 3.1 the Customer rights arising from the Guarantee and shall clearly state that the Commercial Guarantee does not affect the Customer rights arising from the guarantee under Art. 112 – 115 of the Law on Obligations and Contracts, and in particular that, regardless of the Commercial Guarantee, the Seller shall be responsible for the lack of conformity of the consumer goods with the Sales Contract according to the Guarantee referred to under Art. 112 - 115; 3.2 the contents and the scope of the Commercial Guarantee; 3.3 the essential requisites necessary for its implementation, in particular: the ways of submitting a claim; the validity term of the Commercial Guarantee; the territorial scope of the Commercial Guarantee; the name and address of the person providing the Commercial Guarantee and the name and address of the person to which the Commercial Guarantee may be lodged, where that person is different from the person providing the Commercial Guarantee. 3.4 In case that a Commercial Guarantee shall be provided by a manufacturer who does not have a representative on the territory of the country and the application for a Commercial Guarantee lacks the information, then the commitment to remove the warranty is made by the Company “IVEL-CO” EOOD 4. For all items purchased by the Company “IVEL-CO” EOOD for which no explicit validity term of the Commercial Guarantee shall be stated, the following validity terms specified by groups of items shall apply: Shoes – 1 month; Workwear – 1 month; Gloves - 1 month; Masks - 1 month. VIII. SUBMITTING A CLAIM 1. A claim regarding any goods may be submitted in cases: - Goods that have a manufacturing defect - Goods that do not meet the declared characteristics. - Shipping the wrong goods.. 2. In case of claim, the Customer shall contact the Seller via e-mail office@ivel-co.eu or by phone on 0894 312 319, 0897 299 525 and state that it wishes to return the goods. 3. The Customer must fill in the Return Form – Appendix No. 4 to these General Terms and Conditions. 4. The return of the goods must be taken to an office of Courier Company "Econt Express" OOD (a Seller’s employee shall provide information about the exact address) as the related costs shall be borne by the Customer. 5. Upon receipt and establishing a defect or non-compliance, within 14 (fourteen) working days reckoned from the day of receipt of the returned goods, the Customer shall be provided with the respective compensation, according to his/her stated wish. In these cases, the transport costs shall be at the expense of the Seller. 6. In case of choosing a replacement of the goods of the same trade mark, model and characteristics, their price shall remain the same. 7. In case of choosing a refund, after returning the goods, subject to a claim, by the Customer, the refund shall be made by one of the following means: by ‘Bank Transfer’ or by ‘Cash on Delivery; 8. No shipments with a payment method ‘Cash on Delivery’ returned without the consent of the Company IVEL - CO EOOD shall be accepted. 9. All shipments with a payment method ‘Cash on Delivery’ returned by a Courier Company, other than Econt Express OOD, are in violation of the General Terms and shall not be accepted. 10. No products with physical damage, changes in their integrity, traces of use, prejudices, scratches, impacts, etc. will be accepted for return. 11. In relation to that set out in this Section, the Seller undertakes to develop and make available on its Website the said Appendices as well as the procedural steps for returning the goods. IX. DISPUTE RESOLUTION BETWEEN THE PARTIES 1. The Parties shall resolve any disputes arising between them by mutual agreement. 2. If it proves impossible to reach an agreement between the Parties, all disputes arising out of the performance of this Contract or relating to it, including any disputes arising out of or relating to its interpretation, invalidity, performance or termination, as well as any disputes to fill in any gaps in the Contract, or its adaptation to emerging circumstances, shall be referred to an alternative dispute resolution body. 3. An alternative dispute resolution body shall be any body, whatever its name, which is established, carries out a permanent alternative dispute resolution activity and is included in the list under Art. 181 p. of the Law on Consumer Protection. 4. The goods offered by the Seller fall within the competence of the "Alternative Dispute Resolution Center "NAIS PRO" of the “National Association for Out-of-Court Settlements", with an e-mail address: https://nais.bg/. The Center is a structure for alternative resolution of consumer disputes approved by the Minister of Economy and included in the list under Art. 181 p of the Law on Consumer Protection. 5. The Seller undertakes to make available and maintain on its Websites an electronic link to the online dispute resolution platform, which is easily accessible to users. Appendix 1_Policy GDPR - Download document Appendix 2 – Standard Form of Withdrawal - Download document Appendix 3 - Withdrawal procedure - Download document Appendix 4 - Claim Form - Download document Appendix 5 - Product return procedure - Download document