Version: checkout-2026-09-16 · 16 September 2026
5. Prices, promotions and delivery
Prices are in EUR and include applicable taxes. Before the final order, you are shown products, discounts, delivery, any applicable expressly accepted additional costs and the total payable. We do not add undisclosed mandatory charges afterwards.
Specific promotion conditions are stated with the offer. The reusable community code applies to full-price products and does not combine with discounted stacks, weekly/weekend offers or other discounts unless expressly stated. Withdrawing marketing consent does not create a penalty or additional payment under an already concluded contract.
Delivery is through Speedy to eligible addresses, offices and lockers shown during ordering. Restrictions and accepted payment methods are indicated no later than the beginning of the order process. The delivery price is supplied before ordering. The applicable delivery period is stated here and in checkout; a shorter date applies where expressly agreed. Unless a different period has been agreed, goods are delivered without undue delay and no later than 30 days after contract conclusion.
In case of delay, statutory rights to an additional period and termination apply. Where the law permits immediate termination, no additional waiting period is required. Following termination for non-delivery, amounts due are reimbursed without undue delay. Risk passes when you or a designated third party other than the offered carrier receives the goods, subject to the specific statutory exceptions.
7. Fourteen-day withdrawal
Where you are a consumer and no statutory exception applies, you may withdraw without giving a reason and without a penalty within 14 days of receiving the goods, personally or through a designated third party other than the carrier. For multiple goods in one order delivered separately, the period starts upon receipt of the last item.
Send a clear statement to info@petronator.com or in writing to 5 Saedinenie St, 8000 Burgas, Bulgaria before the deadline. The form below is optional. No prior authorisation, account or reason is required. You do not need to use a contact form: email or written notice is sufficient.
Return goods without undue delay and within 14 days after notifying us, to the returns address: PETRONATOR EOOD, 5 Saedinenie St, 8000 Burgas, Bulgaria. Our organisational instructions do not suspend or extend the statutory period. You bear direct return costs only where you were informed in advance and no other applicable rule requires us to bear them.
For withdrawal from the entire contract, we reimburse payments received, including the least expensive standard initial delivery offered for that order. We need not reimburse the additional cost of a more expensive delivery method you expressly selected. Reimbursement is made without undue delay and within 14 days of notice, using the same payment method unless you expressly agree otherwise, at no cost to you.
We may withhold reimbursement until goods or evidence of sending them back are received, whichever is earlier, unless we offered to collect them. We do not deduct arbitrary administration, processing or penalty charges, or our payment-provider costs.
You may be responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of goods, subject to statutory conditions. Missing outer courier packaging does not by itself remove withdrawal rights. This differs from breaking a protective seal where the next section's exception applies.
For an eligible partial return, actually paid amounts and applicable offer conditions are recalculated without restricting mandatory rights. Initial delivery reimbursement is assessed under the circumstances and law; there is no unconditional exclusion of delivery reimbursement for every partial return.
8. Statutory withdrawal exceptions
Withdrawal does not apply to goods liable to deteriorate or expire rapidly, or sealed goods unsuitable for return for health-protection or hygiene reasons which were unsealed after delivery, where the statutory conditions are met. Food supplements are not automatically excluded solely because they belong to that product category.
An exception to withdrawal without a reason does not remove rights for defective, unsafe, incorrectly supplied or non-conforming goods. A statutory complaint may remain valid after packaging is opened.
9. Complaints and conformity
The trader bears statutory responsibility for non-conformity. For consumer sales, the statutory two-year liability period applies subject to legal conditions. It does not extend food expiry dates or remove the requirement to follow proper storage conditions.
Complaints can be made through the stated contacts or physical address. Describe the issue and information allowing the purchase to be identified. An order number, payment document and photographs, where available, help processing; photographs are not a universal requirement for accepting a complaint. Rights are not restricted by an arbitrary 24/48-hour deadline or solely because the parcel was not inspected in front of the courier.
Statutory remedies apply, including bringing goods into conformity, replacement, proportionate price reduction or termination under the applicable conditions. Necessary costs of remedying a justified non-conformity are not borne by the consumer. We maintain the legally required complaint records and provide the required acknowledgment information.
10. Uncollected parcels
Merely failing to collect a parcel is not a substitute for a clear withdrawal statement. Notify us of changes or inability to receive it. Any claim for costs is limited to actual proven costs on a specific legal basis and must not restrict a validly exercised withdrawal right. There is no automatic punitive charge or blanket rule that the customer always bears every cost.
Model withdrawal form
To: PETRONATOR EOOD, info@petronator.com, 5 Saedinenie St, 8000 Burgas, Bulgaria.
I hereby give notice that I withdraw from the contract for the purchase of the following goods: ____________________
Ordered on / received on: ____________________
Order number, if available: ____________________
Consumer's name: ____________________
Consumer's address: ____________________
Correspondence email: ____________________
Date: ____________________
Signature — only when this form is submitted on paper.
This form is optional. Goods-return address: PETRONATOR EOOD, 5 Saedinenie St, 8000 Burgas, Bulgaria. Telephone: +359 8999 66666.