General Terms and Conditions:
These General Terms and Conditions govern the relationship between MultiNutra OOD and individuals using the website and online store located at https://bg.dimashealthy.com/
Definitions:
“WE”, “MultiNutra OOD”, “THE COMPANY” – refers to MultiNutra OOD, with its registered office and principal place of business at: Sofia, 71 Andrey Lyapchev Blvd., 3rd floor; Unified Identification Code (EIK) 208730245; tel.: 0882523322; e-mail: contact@bg.dimashealthy.com — the company that owns the online store https://bg.dimashealthy.com/
“SITE” – means the website located at https://bg.dimashealthy.com/
“ONLINE STORE” – means the virtual store located at https://bg.dimashealthy.com/, which provides the option to purchase goods via the Internet.
“USER” – means a person who uses the functionalities of the Site.
“BUYER” – means a person who purchases goods from the Online Store.
“CONSUMER” – means a consumer within the meaning of the Consumer Protection Act (“CPA”).
“PERSONAL DATA” – means personal data within the meaning of Regulation (EU) 2016/679 (GDPR), the Personal Data Protection Act, and applicable European and Bulgarian legislation.
“CASH ON DELIVERY” – means cash on delivery within the meaning of the Postal Services Act (PSA).
“GENERAL TERMS AND CONDITIONS” – refers to these General Terms and Conditions.
To place an order via the online store, the Buyer must explicitly accept these General Terms and Conditions by checking the appropriate consent box prior to the final confirmation and payment of the order.
Registration:
Registration is not required to use the website or to place an order. You must be at least 18 years of age to make a purchase from the website!
IMPORTANT! By confirming your order, you declare that you are at least 18 years of age.
General Provisions:
Only items that the system allows to be added to the shopping cart may be purchased from the online store. All information regarding the products presented on the website—including, but not limited to, technical specifications, composition, instructions for use, warranty terms, and other details—is provided by the manufacturer or the importer of the respective product.
The Company makes reasonable efforts to ensure that the information provided is current and accurate. In the event of an obvious technical, typographical, or pricing error, the Company reserves the right to notify the Buyer and offer them the choice to either confirm the order under the correct terms or cancel it.
Prices:
All prices displayed on the website/online store are in Euros and are valid at the time of publication; the Company reserves the right to modify these prices.
Prices for online orders that have already been confirmed by the Company are final and not subject to change. The prices displayed on the website/online store are final and include applicable taxes and fees.
If a delivery fee applies, it is indicated separately before the final confirmation of the order.
Payment Methods and Card Payments:
Orders in the online store may be paid for using the available payment methods displayed to the Buyer at the time of finalizing the specific order.
Depending on the available options, payment may be made via:
- bank card, using a virtual POS terminal (VPOS);
- cash on delivery (payment upon receipt), provided this option is available for the specific order.
When paying by bank card, the transaction takes place within a secure payment environment and is processed by UniCredit Bulbank.
Payments via a virtual POS terminal can be made using cards bearing the Visa, V PAY, Visa Electron, Mastercard, Maestro, or Diners Club International logos, subject to support for the specific card type and transaction by the acquiring bank and the card issuer. UniCredit lists these card brands as supported by its Virtual POS system. UniCredit Bulbank
MultiNutra Ltd. does not store the full details of the Buyer’s bank card, including the card number, CVV/CVC code, or other sensitive card data.
When paying by card, the Buyer may be redirected to a secure payment page for identification and transaction confirmation.
An order is considered successfully paid via bank card once a successful confirmation of the transaction has been received.
Statutory Warranty. Information for Consumers. Alternative Dispute Resolution:
All goods presented on the website and/or sold in the online store are covered by a statutory warranty of conformity, in accordance with applicable Bulgarian legislation.
Consumers are entitled to a two-year statutory warranty regarding the conformity of goods, as per applicable law. The Consumer Protection Commission (CPC) also identifies this two-year statutory warranty as part of the mandatory information that online merchants must provide. Consumer Protection Commission
When filing a claim, the Consumer must provide information or a document that verifies the purchase—such as an order number, cash register receipt, invoice, electronic confirmation, or other relevant proof of purchase.
Any commercial warranty provided does not limit the Consumer’s statutory rights.
The relevant bodies for the alternative resolution of consumer disputes are the conciliation commissions operating under the Consumer Protection Commission (CPC). For matters related to consumer protection, the competent supervisory authority is:
Consumer Protection Commission (CPC) – https://kzp.bg/
For matters related to the protection and processing of personal data, the competent supervisory authority is:
Commission for Personal Data Protection (CPDP) – https://cpdp.bg/
The CPDP is the competent Bulgarian supervisory authority under Regulation (EU) 2016/679 and the Personal Data Protection Act. Commission for Personal Data Protection
Orders:
Orders may be placed only by users who have accepted these General Terms and Conditions. To place an order, please follow these steps:
- Select the product you wish to order.
- Add the selected product to your cart by clicking the “Add to Cart” button.
- If you wish to continue shopping for other items, select the desired product and click the “Add to Cart” button again.
- Once you have added all the desired products to your cart, proceed to the cart page.
- Enter your delivery details in the appropriate fields, including your name, contact phone number, email address, and delivery address.
- If you require an invoice, please enter the necessary invoicing details in the designated field.
- Select your preferred delivery and payment method.
- Check the mandatory box to confirm that you have read and accepted these General Terms and Conditions, and that you are familiar with the Privacy Policy regarding the processing of your personal data.
- Click the button to finalize and confirm your order.
Upon successfully placing an order, the Buyer will receive information regarding the order at the email address provided.
Order Cancellation and Right of Withdrawal:
The Buyer may request the cancellation of an order prior to its dispatch by contacting MultiNutra OOD via email at contact@bg.dimashealthy.com or by calling the contact phone number provided on the website.
If the order has already been dispatched and the Buyer qualifies as a “Consumer” under the Consumer Protection Act, the rules regarding the right of withdrawal from a distance contract shall apply.
For online purchases, the Consumer has the right to withdraw from the contract within 14 days of receiving the goods, without the need to provide a reason, except in cases where the law stipulates an exception to this right of withdrawal. Consumer Protection Commission
To exercise the right of withdrawal, the Consumer must notify MultiNutra OOD of their decision before the 14-day period expires, by means of a clear statement sent via email to contact@bg.dimashealthy.com or by any other method provided for by law.
Following the notification of withdrawal, the Consumer must return the goods within the legally prescribed timeframe.
The costs for returning the goods shall be borne by the Consumer, unless otherwise expressly agreed or provided for by applicable legislation. The right of withdrawal does not apply in cases explicitly provided for by current legislation, including for certain goods that, by their nature, may rapidly deteriorate or have a short shelf life, as well as in other instances stipulated by law. The Consumer Protection Commission (CPC) explicitly outlines such exceptions regarding online purchases. Consumer Protection Commission
Refunds:
In the event of a valid exercise of the right of withdrawal, or upon any other grounds for the refund of a paid amount, MultiNutra Ltd. shall refund the due amount within the timeframes and under the conditions stipulated by applicable legislation.
As a general rule, refunds are processed using the same method as the original payment.
For orders paid via bank card through a virtual POS terminal, the refund shall be processed exclusively via a “Refund/Reversal” credit transaction to the same bank card used for the original payment.
For orders paid via bank card, refunds cannot be issued in cash or to a different bank card.
UniCredit Bulbank explicitly requires that refunds for card payments be processed as a reversal/refund to the same card used for the original transaction. UniCredit Bulbank
The time it takes for a refunded amount to appear in the card account following the processing of a refund/reversal transaction may depend on the card-issuing bank.
Payment Disputes and Claims:
In the event of any questions, claims, or disputes regarding an order, payment, delivery, cancellation, or refund, the Buyer may contact MultiNutra OOD via:
E-mail: contact@bg.dimashealthy.com
Phone: 0882523322
The Company reviews all received inquiries and claims in accordance with applicable legislation.
In the event of a dispute regarding a card transaction, the cardholder may also contact the bank that issued their card, in accordance with that bank’s specific rules and procedures. The User has the right to file a complaint with the Commission for Consumer Protection (CCP), as well as to utilize applicable alternative dispute resolution mechanisms for consumer disputes.
Privacy and Personal Data Protection Policy:
MultiNutra Ltd. processes the personal data of Users and Buyers in accordance with Regulation (EU) 2016/679 (GDPR), the Personal Data Protection Act, and other applicable legislation.
Personal data may be processed for the following purposes:
- processing and fulfillment of orders;
- delivery of purchased goods;
- payment processing;
- issuance of accounting documents;
- handling of inquiries and complaints;
- fulfillment of the Company’s legal obligations.
Detailed information regarding the processing of personal data, the legal grounds for processing, retention periods, data recipients, and the rights of data subjects is available in the Privacy Policy on the website.
For questions regarding the processing of personal data, the User may contact MultiNutra Ltd. via email at: contact@bg.dimashealthy.com
The User has the right to file a complaint with the competent supervisory authority – the Commission for Personal Data Protection (CPDP).