Version: checkout-2026-09-16 · 16 September 2026
1. Trader and contact
The online store at petronator-polytron.com is operated by PETRONATOR EOOD, company number 208287006, VAT number BG208287006, at 5 Saedinenie St, 8000 Burgas, Bulgaria. Contact for orders, withdrawal and complaints: info@petronator.com; +359 8999 66666.
2. Application, consumers and version
These terms apply to purchases from this store. You order as a guest without creating a customer account. A consumer is a natural person acting outside their trade or profession. Statutory consumer rights depend on that status, not merely on whether an invoice is requested. Purchases for professional purposes are subject to the applicable contractual rules without restricting the rights of an actual consumer.
The version supplied and accepted for a particular order applies to it. Later amendments do not unilaterally change an existing contract. Orders must be placed by adults with legal capacity or through proper representation. Before submitting, you can review and correct your details, quantities and delivery and payment choices.
3. Products and information
Product characteristics, contents, quantities, purpose and storage conditions are described for each product and on its label. Food supplements are not medicines and do not replace a varied diet. Follow applicable warnings, recommended intake and storage instructions. These notices do not limit responsibility for safety, truthful information or conformity.
4. Orders and contract formation
Select products, enter the necessary information, choose delivery and payment and review the total. The final button is labelled “Place order”; submitting acknowledges the obligation to pay that price if the order is accepted. Adding items to a basket or obtaining an initial delivery quote does not itself place an order.
The contract is formed when the store accepts the order: price and availability are successfully checked, goods are reserved and an accepted-order confirmation with a number is displayed. A mere technical acknowledgment, payment-failure notice or rejected-order notice is not confirmation that a contract has been concluded. Card payment is recorded as paid after reliable confirmation from the payment provider. The payment method does not change statutory withdrawal or complaint rights.
Following contract conclusion, we provide confirmation and the required contractual information by email in a durably storable form. The full accepted terms, withdrawal information and model form are included in the message itself and can be saved. For card payments this is the email after payment confirmation; for cash on delivery it is the order-confirmation email.
If fulfilment is objectively impossible, we notify you without undue delay and return the amounts due. We do not unilaterally substitute products or quantities or alter an agreed price without your consent. This is not a general right to arbitrarily cancel accepted orders.
To cancel an order before dispatch, email info@petronator.com as soon as possible, stating your order number. If the parcel has not yet been handed to the courier, PETRONATOR will make reasonable efforts to stop processing and dispatch. If it has already been handed to the courier, stopping delivery cannot be guaranteed. This does not restrict your statutory right of withdrawal.
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.
6. Payment and documents
Available methods are those shown in checkout: cash on delivery, card payment via Stripe, and any other method only when actually enabled. For cash on delivery, you pay the courier on receipt and receive the applicable payment document from the courier.
For card payments, the applicable electronic sales document is supplied. An invoice is issued on request and in other legally required cases. An invoice and a payment document are not treated as interchangeable where law requires different documents or particulars. The order-confirmation email is not itself a fiscal receipt.
Consent to electronic documents is separate from marketing consent. We do not request full card details by email or chat. Tracking information may be provided after label creation; creating a label is not the same as physically handing a parcel to the courier.
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.
11. Personal data and electronic communication
Processing is described in the Privacy and Cookies Policies available from the footer. Accepting these terms is not consent to all marketing, indefinite retention or every international transfer. Necessary contract notices and documents are sent to the supplied email address.
12. Liability and exceptional events
Nothing excludes or limits mandatory liability, statutory consumer rights, or liability for intentional wrongdoing, gross negligence or damage where limitation is prohibited. If an exceptional event occurs, we notify you and take reasonable measures. Such an event does not create an unconditional right to retain payment for undelivered goods or exclude statutory termination and reimbursement.
13. Complaints and disputes
You may contact us for voluntary resolution. You may complain to the Bulgarian Commission for Consumer Protection, https://kzp.bg/, and use applicable conciliation procedures. You are not required to waive judicial protection, submit to compulsory private arbitration or use only courts at the trader's registered office. For an unresolved consumer dispute, we provide the applicable information about the competent alternative-dispute-resolution body and our participation.
Bulgarian law applies without depriving consumers of protection under mandatory provisions applicable through private international law. Disputes go to the competent court.
14. Website use
Activities circumventing access controls, compromising security, obtaining other people's personal data or causing unjustified load are prohibited. This does not prohibit lawful use, retaining contractual information or permitted indexing of public content, nor remove restrictions on automated access to non-public areas.
15. Intellectual property
Rights in content, trademarks and design are reserved, subject to permission and statutory exceptions. This clause does not prevent retaining or using purchase documents, lawful quotation, proving rights or submitting a complaint.
16. Versions and final provisions
Version checkout-2026-09-16, effective 16 September 2026, applies to new orders accepting this text. This version is retained for reproduction; historical orders are not retrospectively assigned different terms. If a clause is invalid, mandatory rules apply without substituting another disadvantageous consumer term.
The Bulgarian and English versions must express the same rights and obligations. A translation difference does not override mandatory consumer protection or a rule requiring interpretation in the consumer's favour.
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.