General Terms and Conditions
These General Terms and Conditions govern the relationship between Kristal Pro OOD, hereinafter referred to as "the Merchant", and the Users of the website https://crystalpro.bg, hereinafter referred to as "Users".
Please read these General Terms and Conditions in their entirety before using the site. Their confirmation is a mandatory condition for entering into a contract with the Merchant. By accepting them, the User agrees that their personal data will be processed in accordance with the concluded contract and the Privacy Policy.
1. Information about the Merchant
Kristal Pro OOD UIC: BG201292171 Headquarters: Varna, 9 Kiril Shivarov Str., office 1 📧 crystalpro.office@gmail.com 📞 089 551 87 45 🌐 https://crystalpro.bg
2. Definitions
Site — https://crystalpro.bg and all its subpages.
User — a natural person who uses the services and/or acquires goods from the site for personal, not commercial or professional, purposes.
Goods — movable property subject to a sales contract through the site.
Sales Contract — a distance contract concluded between the Merchant and the User through the site's interface.
General Terms and Conditions — this document, including all applicable rules for payment, delivery, returns, and privacy.
3. Order and Conclusion of Contract
The order is considered accepted after a confirmation is sent by the Merchant via email. Until confirmation, the Merchant reserves the right to refuse the order in case of unavailability or technical errors in pricing.
Orders placed by 4:00 PM on a working day are processed on the same day. Orders placed after 4:00 PM, on weekends, or official holidays are processed on the next working day.
4. Prices and Payment
All prices on the site are final and include VAT. The Merchant reserves the right to change prices, but the change does not affect already confirmed orders.
The following payment methods are accepted:
- Cash on delivery — you pay the courier upon receipt
- Online by card — via a secure payment system
The Merchant is not responsible for technical problems caused by third-party payment service providers.
5. Delivery
We work with the courier company Speedy. The User chooses delivery to an office or an address when placing the order.
| Delivery Method | Price |
|---|---|
| Speedy — to office | 2.50 € |
| Speedy — to address | 3.20 € |
| For orders over 50 € | free |
Delivery time: 1–2 business days after dispatch. After the shipment is handed over, the User receives an SMS with a tracking number.
Please ensure that you have entered a correct address and phone number. If a shipment is returned as "unclaimed," the Merchant will contact the User for re-delivery, with the costs for the second delivery borne by the User.
6. Right of Withdrawal and Returns
The User has the right to withdraw from the contract within 14 days of receiving the goods, without stating a reason, in accordance with Article 50 of the Consumer Protection Act.
Conditions for return:
- The goods are unused, in their original condition and without signs of use
- In the original packaging, with labels and all included accessories
- Accompanied by a proof of purchase (cash receipt)
Goods that cannot be returned:
- Personalized products (e.g., engraved jewelry)
- Items on sale or at a discount
How to withdraw:
- Send an email to crystalpro.office@gmail.com with the order number, or call 089 551 87 45
- You can use the standard withdrawal form from the CPA website or free text
- Send the goods no later than 14 days after receiving the product: Varna, Speedy office — Gen. Kolev Str. 68
Costs of return:
- Return shipping is at the User's expense
- For orders with free shipping, the actual courier cost (both ways) will be deducted from the refunded amount
The amount will be refunded within 14 calendar days after receipt and approval of the returned goods, in the same way the payment was made.
7. Complaints
The User has the right to file a complaint in case of non-conformity of the delivered goods with the contract. If a defective or incorrect item is received, the User must contact us within 48 hours of receipt — with a description and photos to the email crystalpro.office@gmail.com. In such a case, all costs for replacement or return are borne by the Merchant.
Complaints must be submitted no later than 14 days from the date of delivery.
8. Personal Data Protection
Personal data is processed in accordance with current legislation (GDPR) and the detailed Privacy Policy published on the site. The data administrator is Kristal Pro OOD, UIC BG201292171.
9. Intellectual Property
All texts, images, logos, and design elements on the site are the property of Kristal Pro OOD and are protected by copyright. Copying or using them without explicit written permission is prohibited.
10. Liability
The Merchant is not liable for damages caused by improper use of the goods, force majeure circumstances, or actions of third parties (couriers, payment operators).
11. Applicable Law and Disputes
These General Terms and Conditions are governed by the laws of the Republic of Bulgaria. Disputes are resolved by mutual agreement. In the absence of such, disputes will be resolved before the competent court in Varna or through alternative consumer dispute resolution (ADR) in accordance with current legislation.
The User can also submit a complaint to the Commission for Consumer Protection — kzp.bg.
Contact
📧 crystalpro.office@gmail.com 📞 089 551 87 45 📍 20 Chataldzha Str., entrance A, office 1, Varna 9002, Bulgaria
Working hours: Monday – Friday 9:00 AM – 5:00 PM