Terms and Conditions
These Terms and Conditions govern the relationship between Crystal Pro EOOD, hereinafter referred to as the "Merchant", and the Users of the website https://crystalpro.bg, hereinafter referred to as "Users".
Please read these Terms and Conditions in full before using the site. Their confirmation is a mandatory requirement for entering into a contract with the Merchant. By accepting them, the User agrees to their personal data being processed in accordance with the concluded contract and the Privacy Policy.
1. Merchant Information
CRYSTAL PRO EOOD, EIK 201292171, VAT No. BG201292171. Registered office and address of management: Varna 9002, 9 Kiril Shivarov St., entr. G. Office and correspondence address: Varna 9002, 20 Chataldzha St. 📧 info@crystalpro.bg 📞 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, non-commercial or professional purposes.
Good — a movable item that is the subject of a contract for sale through the site.
Contract for Sale — a distance contract concluded between the Merchant and the User through the site's interface.
Terms and Conditions — this document, including all applicable rules for payment, delivery, returns, and privacy.
3. Ordering and contract conclusion
An order is considered accepted upon receiving confirmation from the Merchant via email. Until the moment of confirmation, the Merchant reserves the right to refuse the order in case of lack of availability or technical errors in pricing.
Orders placed by 4:00 PM on a business day are processed on the same day. Orders placed after 4:00 PM, on weekends, or on public holidays are processed on the next business day.
4. Prices and payment
All prices on the site are final and include VAT. The Merchant reserves the right to change prices, provided that the change does not affect already confirmed orders.
The following payment methods are accepted:
- Cash on delivery — you pay the courier upon receipt; for delivery to a BOX NOW locker, the cash on delivery amount is paid by bank card via the link sent by BOX NOW via SMS/email
- Online by card — via a secure payment system
The Merchant is not liable for technical issues caused by third-party payment service providers.
5. Delivery
The User selects the method of delivery when placing the order.
| Delivery Method | Price |
|---|---|
| BOX NOW — locker | 0 € |
| Speedy — to office | 2.90 € |
| Speedy — to address | 3.50 € |
| Econt — to office | 3.90 € |
| For orders over 50 € (to Speedy office and address) | free |
Delivery time: 1–2 business days after dispatch. After dispatch, the User receives an SMS or email from the courier 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-dispatch, with the costs of the second delivery being at the User's expense.
6. Right of withdrawal and returns
The User has the right to withdraw from the contract within 14 days of receipt of the goods, without providing a reason, in accordance with Article 50 of the Consumer Protection Act.
Condition of the goods: The User may examine the goods as they would in a store. Please return them in the original packaging, with labels and all included accessories; it is advisable to enclose proof of purchase (receipt or order email). The User is liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Goods that cannot be returned:
- Personalized products
How to withdraw:
- Complete the return form, send an email to info@crystalpro.bg with the order number, or call 089 551 87 45
- You can use a standard withdrawal form from the Consumer Protection Commission (KZP) website or a free-text document
- Send the goods no later than 14 days from the day you notified us of the withdrawal: Varna, Speedy office — 68 General Kolev St.
Return costs:
- The cost of the return shipment is at the User's expense
- The Merchant will refund the full amount paid, including standard delivery costs, if paid
The amount is refunded within 14 days from the day the User notified the Merchant of the withdrawal, using the same method of payment (in case of cash on delivery — to an IBAN provided by the User). The Merchant may withhold the refund until the goods are received or proof of their dispatch is provided.
7. Complaints
The User has the right to file a complaint in case of non-conformity of the delivered goods with the contract. The Merchant is liable for any non-conformity of the goods with the contract that appears within 2 years after delivery. Upon receipt of defective or incorrect goods, we recommend the User contact us as soon as possible (ideally within 48 hours) — with a description and photos via email at info@crystalpro.bg. In such a case, all costs for replacement or return are at the Merchant's expense.
A complaint can be submitted by email, by phone, or at one of our stores.
8. Protection of personal data
Personal data is processed in accordance with current legislation (GDPR) and the detailed Privacy Policy published on the site. The data controller is CRYSTAL PRO EOOD, EIK 201292171.
9. Intellectual property
All texts, images, logos, and design elements on the site are the property of Crystal Pro EOOD and are protected by copyright. Copying or using them without express written permission is prohibited.
10. Liability
The Merchant is not liable for damages caused by improper use of the goods, force majeure events, or actions of third parties (couriers, payment operators).
11. Applicable law and disputes
These Terms and Conditions are governed by the legislation of the Republic of Bulgaria. Disputes shall be settled by mutual agreement. In the absence of such — before the competent Bulgarian court or through alternative dispute resolution (ADR) as per current legislation.
The User may also file a complaint with the Consumer Protection Commission — kzp.bg.
Contact
📧 info@crystalpro.bg 📞 089 551 87 45 📍 20 Chataldzha St., Varna 9002, Bulgaria
Business hours: Monday – Friday, 9:00 AM – 5:00 PM. We respond within 24 hours on business days.