Terms of service

1. GENERAL PROVISIONS

1.1. These General Terms and Conditions govern the relationship between “Snowdrop Biolabs” Ltd. (hereinafter referred to as the Store/Supplier/Seller), on the one hand, and the Users (hereinafter referred to as the User/Customer) of the website, products, and services located at the domain www.snowbornskin.com and its subdomains (hereinafter referred to as the “Site”).

These terms and conditions apply to all users. By clicking on any object, link, or button located on the pages of www.snowbornskin.com (with the exception of the link to these General Terms and Conditions), the User agrees to, fully accepts, and undertakes to comply with these General Terms and Conditions.

1.2. Information about the supplier in accordance with the Electronic Commerce Act and the Consumer Protection Act: “Snowdrop Biolabs” Ltd., registered in the Commercial Register of the Registry Agency with UIC: 204801983, with its registered office and address of management:  Sofia, Lozenets District, 47 Gorski Patnik St., 5th floor, contact email: contact@snowbornskin.com

1.3. Both unregistered (guest) and registered users can place orders through the Store.

To register, the User must choose a unique username and password, as well as provide a shipping address, first and last name, email address, and contact phone number, after which their information is stored in our database. After successful registration and storage of the data in the system, the User may change the shipping address and the personal information provided with each new order. By clicking the “Order” button, the User makes an electronic declaration confirming that they have read and accept these Terms and Conditions.

2. DATA CONFIDENTIALITY

2.1. The personal data provided by Users to the Store (names, address, phone number, email, etc.) will be used solely and exclusively in connection with the contractual relationship between the parties and the provision of services—for processing and delivering the order, communicating with them, and providing information in the form of a newsletter (if the User has subscribed to receive one). The newsletter subscription may be canceled at any time by following the steps described.

2.2. The processing of Users’ personal data is carried out in compliance with the provisions of applicable law. Detailed information regarding the protection of personal data and your rights is contained in Privacy and Data Protection Policy.

3. ORDERING AND DELIVERY

3.1. The User has the right to order all items in stock at the Store. When placing an order, the User has the right to select the type of items, their quantity, and the payment method, based on the available options. When placing an order, the User enters into a contractual relationship with the Supplier for the sale and purchase of the selected item, governed by these General Terms and Conditions. The distance sales contract between the Store and the User is considered concluded upon the Store’s confirmation of the specific order.

3.2. The product prices listed are final and include VAT. The store reserves the right to change product prices; such changes take effect as soon as they are published on the respective product page.

3.3. Payment of the price shall be made in the following ways:

  • cash on delivery – payment of the amount due to the courier upon receipt of the order;

  • via PayPal.

3.4. All orders received on Friday after 4:00 p.m., on Saturday and Sunday, or on official holidays are processed on the next business day.

3.5. Delivery within Bulgaria is made within 3–5 business days via the courier company Econt. Delivery is free for orders totaling more than 100 BGN.

For orders below this amount, shipping rates are as follows:

  • Delivery to an Econt office – 8.20 BGN;

  • Delivery to the customer's address – 9.20 BGN

3.6. International shipping is completed within a timeframe that depends on the selected destination, which will be specified upon order confirmation. The shipping cost for international deliveries is determined based on the dimensions and weight of the shipment, the selected destination, and is in accordance with the rates of the courier company Econt. Customers should be aware that for deliveries outside the European Union, they may be required to pay customs duties, taxes, fees, and other charges applicable in the respective countries. Such charges are not included in the shipping cost. For more information, please contact the authorities in the respective country.

3.7. The User has the right to cancel the order—that is, to withdraw from the offer to enter into a purchase agreement—without owing any penalties until the goods are shipped. The consumer is required to notify the Supplier of their decision to withdraw via email or by phone.

4. WITHDRAWAL FROM A DISTANCE CONTRACT

4.1. The consumer has the right to withdraw from a distance contract without providing a reason. The period for exercising the right of withdrawal is 14 days from the date of delivery, which means the date on which the consumer or a third party designated by the consumer (other than the courier) accepted the goods and took physical possession of them.

4.2. To exercise their right of withdrawal, the User must notify the Store by providing their name and mailing address, as well as their phone number and email address (if available), and must state their decision to withdraw from the contract in an unambiguous statement to that effect, which must be sent in writing or on another durable medium to the following address: Sofia, 47 Gorski Putnik St., 5th floor, apt. 6, or to the email address office@snowbornskin.com

The consumer may complete and submit the Store’s standard Withdrawal Form electronically to the email address office@snowbornskin.com; if the consumer uses this option, the Store will immediately send a message confirming receipt of the document. To meet the deadline for canceling the contract, it is sufficient for the consumer to send their notice of exercising the right of withdrawal before the expiration of the withdrawal period (14 days from receipt of the goods).

4.3. The Consumer must send/return the goods to the Store no later than 14 days from the date on which they notified the Store of their withdrawal from the contract. The deadline is considered met if the Consumer returns the goods before the 14-day period expires. The goods must be returned to the following address: Sofia, 47 Gorski Putnik St., 5th floor, apt. 6, in their original, undamaged packaging.

4.4. If the consumer withdraws from the contract, the Store will refund the price of the item(s) no later than 14 days from the date on which the consumer informs the Store of their decision to withdraw from the contract. The refund will be made to the consumer’s bank account.

4.5. The store has the right to delay the refund until the goods are received or until proof is provided that the goods have been returned, whichever occurs first.

4.6. When exercising the right of withdrawal, the User must bear the shipping costs for returning the goods.

4.7. If the packaging of the goods has been tampered with and/or the goods have been used, the contract cannot be rescinded and the purchase price cannot be refunded.

5. COMPLAINTS. WARRANTY

Complaint

5.1. Claims for obvious defects must be filed within 30 days of the purchase of the goods, and claims for hidden defects must be filed upon their discovery. Products subject to a claim should be sent to the following address: Sofia, 47 Gorski Putnik St., 5th floor, apt. 6.

5.2. If the ordered goods do not conform to the sales contract and the Consumer is not satisfied with the resolution of the complaint, the Consumer has the right to choose one of the following options: to rescind the contract and request a refund of the amount paid, or to request a price reduction. The Consumer may not claim a refund of the amount paid or a price reduction for the goods if the Store agrees to replace the goods with new ones or to repair the goods within one month of the Consumer filing the complaint. The Store will grant a request to terminate the contract and will refund the amount paid by the Consumer to the Consumer’s bank account when, after having resolved three of the Consumer’s complaints by repairing the same item, within the warranty period under the Consumer Protection Act, and a subsequent nonconformity of the goods with the sales contract occurs. The consumer may not claim termination of the contract if the nonconformity of the goods with the contract is insignificant.

Legal Guarantee

5.3. The warranty provided by the Store does not affect the consumer’s rights under the warranty provisions of Articles 112–115 of the Consumer Protection Act. In order to ensure your rights are protected and the Consumer Protection Act is complied with, it is important to know that [1]:

“Art. 112. (1) If consumer goods do not conform to the sales contract, the consumer has the right to file a complaint, requesting that the seller bring the goods into conformity with the sales contract. In this case, the consumer may choose between having the goods repaired or having them replaced with new ones, unless this is impossible or the remedy chosen by the consumer is disproportionate compared to the other option.

(2) A method of compensating the consumer is considered disproportionate if its use imposes costs on the seller that are unreasonable compared to the other method of compensation, taking into account:

  • the value of the consumer good if there were no nonconformity;

  • the significance of the discrepancy;

  • the option of offering the consumer an alternative form of compensation that does not cause him or her significant inconvenience.

Art. 113. (1) When consumer goods do not conform to the sales contract, the seller is obligated to bring them into conformity with the sales contract.

(2) The consumer goods must be brought into conformity with the sales contract within one month of the consumer filing a complaint.

(3) Upon the expiration of the period specified in paragraph 2, the consumer has the right to terminate the contract and receive a refund of the amount paid, or to request a reduction in the price of the consumer good.

(4) Bringing the consumer good into conformity with the sales contract is free of charge to the consumer. The consumer is not liable for the costs of shipping the consumer good or for the materials and labor associated with its repair, and must not be subjected to significant inconvenience.

(5) The consumer may also seek compensation for damages suffered as a result of the nonconformity.

Art. 114. (1) If consumer goods do not conform to the sales contract and the consumer is not satisfied with the resolution of the complaint under Art. 113, the consumer has the right to choose one of the following options:

  • termination of the contract and reimbursement of the amount paid by him;

  • price reduction.

(2) The consumer may not claim a refund of the amount paid or a price reduction for the goods if the merchant agrees to replace the consumer goods with new ones or to repair the goods within one month of the consumer filing the complaint.

(3) The merchant is obligated to grant a request to rescind the contract and to refund the amount paid by the consumer when, after having resolved three complaints from the consumer by repairing the same item within the warranty period specified in Article 115, the goods subsequently fail to conform to the sales contract.

(4) The consumer may not claim rescission of the contract if the nonconformity of the consumer goods with the contract is minor.

Art. 115. (1) The consumer may exercise his or her rights under this section within two years from the date of delivery of the consumer goods.

(2) The time limit specified in paragraph 1 shall be suspended for the time necessary to repair or replace the consumer good or to reach an agreement between the seller and the consumer to resolve the dispute.

(3) The exercise of the consumer’s right under paragraph 1 is not subject to any other time limit for filing a claim other than the time limit specified in paragraph 1.”

Important!

Upon receipt of the shipment, the User must inspect the merchandise in the presence of the courier to verify that it matches the order.

5.4. If the goods received do not match the order, the Store will replace the products at its own expense, with no additional charges to the Consumer.

5.5. In the event of missing items discovered by the Consumer upon receipt of the order, the Store may offer alternative products of the same value. If the Consumer refuses to accept a replacement, the Store will refund the corresponding amount.

5.6. In the event of damage to the appearance of the goods that occurred during shipping, the Consumer should contact the courier to file a damage report.

6. DISPUTES AND COMPLAINTS

In the event of a dispute that cannot be resolved voluntarily between the parties, the Consumer has the right to contact the Consumer Protection Commission, or to refer the dispute to the online dispute resolution (ODR) platform within the European Union: Click here

[1] The texts are from the Consumer Protection Act