Effective from 14 October 2026

1. Information about the trader

The online shop zoomagazina.bg (“Sorela Pet Shop”, hereinafter “the Shop”) is operated by:

• Name: KIMSE OOD
• UIC: 201359225
• VAT registration: BG201359225
• Registered office and management address: 23 Tsacho Shishkov St., Lovech 5500, Bulgaria
• Physical shop and correspondence address: 23 Tsacho Shishkov St., Lovech
• Phone: 0883 72 22 72
• Email: sorela13@abv.bg

Supervisory authorities:

• Consumer Protection Commission (CPC): 1 Vrabcha St., floors 3–5, Sofia 1000; hotline 0700 111 22; kzp.bg.
• Commission for Personal Data Protection (CPDP): 2 Prof. Tsvetan Lazarov Blvd., Sofia 1592; cpdp.bg.

2. Subject and acceptance of the terms

2.1. These General Terms and Conditions govern the relationship between KIMSE OOD and the users of zoomagazina.bg when browsing the site and when purchasing pet products (food, accessories, toys, hygiene products, etc.) at a distance.

2.2. By ticking “I agree to the Terms and Conditions” when placing an order, the Customer confirms that they have read and accept them. The distance sales contract is concluded in Bulgarian.

2.3. The Shop may amend these Terms and Conditions. Changes apply to orders placed after their publication. Orders already placed are governed by the terms in force at the time of the order.

3. Registration

3.1. Orders can also be placed without registration. When registering, the Customer creates a username and password, which they must keep confidential.

3.2. The Customer is responsible for the accuracy of the data entered. The account can be closed at any time from the profile or by request via email.

4. Prices and availability

4.1. All prices are final, in euro, including VAT. The delivery price is not included and is shown separately before the order is confirmed.

4.2. The Shop may change prices at any time. The price applicable to the Customer is the one shown at the time the order is submitted.

4.3. Promotions are valid for the stated period or while stocks last.

4.4. If an ordered item is unavailable, the Shop will contact the Customer to offer a substitute, partial fulfilment or cancellation of the order. If the missing item has already been paid for, the amount will be refunded within 14 days.

4.5. In the event of an obvious technical pricing error (e.g. a price many times lower than usual), the Shop may refuse to fulfil the order, notifying the Customer and refunding all amounts paid.

5. Ordering and conclusion of the contract

5.1. The Customer selects products, adds them to the cart, enters delivery details and chooses a delivery and payment method. By clicking the button to complete the order, the Customer submits an order with an obligation to pay.

5.2. After submitting the order, the Customer receives an automatic email confirming that the order has been received. The contract is deemed concluded when the Shop confirms the order by email or phone.

5.3. The Shop may refuse an order if the details provided are incomplete or incorrect, or if the Customer repeatedly fails to accept deliveries.

5.4. The order can be changed or cancelled free of charge until it is handed over to the courier, by calling 0883 72 22 72 or emailing sorela13@abv.bg.

6. Payment

The Shop accepts the following payment methods:

• Cash on delivery – in cash to the courier upon receipt of the parcel;
• Online by bank card – when completing the order. The payment is processed directly by the payment provider over a secure connection. The Shop does not receive or store card details;
• Bank transfer – to the account stated in the order confirmation. The goods are shipped once the payment has been received;
• Cash or card in store – when collecting the order from the shop in Lovech.

7. Delivery

7.1. Delivery is made within Bulgaria through the following partners, at the Customer’s choice:

• Speedy – to an address, Speedy office or locker;
• Econt – to an address, office or Econtomat;
• BOX NOW – to a BOX NOW locker (APM);
• Sameday – to an address, office or Sameday locker (easybox).

The delivery price depends on the chosen partner and delivery method and is shown before the order is completed. For locker deliveries, the parcel must be collected within the period stated in the courier’s message.

7.2. Orders are usually processed within 1 working day, and delivery takes 1–3 working days after handover to the courier. This period may be extended due to holidays, adverse conditions or unforeseen circumstances. The maximum delivery period is 30 days from the conclusion of the contract.

7.3. Collection from the shop: The Customer may choose free collection of the order from the shop at 23 Tsacho Shishkov St., Lovech. The order can be collected after confirmation by phone or email that it is ready, and is held for up to 5 working days.

7.4. The Customer has the right to inspect the parcel in the presence of the courier before paying. If the packaging is visibly damaged or there is a discrepancy, the Customer may refuse the parcel or ask the courier for a report. Without such a report, the parcel is deemed to have been received without visible damage.

7.5. The risk of loss of or damage to the goods passes to the Customer when the goods are handed over to the Customer or to a third party designated by them.

8. Right of withdrawal (returning goods)

8.1. Under Art. 50 of the Bulgarian Consumer Protection Act (CPA), the Customer as a consumer has the right to withdraw from the contract without giving any reason and without compensation or penalty within 14 days from the date of receipt of the goods.

8.2. To exercise this right, the Customer sends an unequivocal statement to sorela13@abv.bg or to the Shop’s address. The Customer may use the model form below, but this is not mandatory.

8.3. The goods must be returned within 14 days of the notification to: 23 Tsacho Shishkov St., Lovech 5500, or brought in person to the shop. Return costs are borne by the Customer, unless the goods are defective or different from those ordered.

8.4. The Shop will refund all amounts received, including the standard delivery cost to the Customer, within 14 days of the withdrawal notice. The refund is made using the same means of payment or to a bank account specified by the Customer. The Shop may withhold the refund until it has received the goods or proof that they have been sent back.

8.5. The Customer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

8.6. Exceptions (Art. 57 CPA). The right of withdrawal does not apply to:

• food, treats and other goods that deteriorate quickly or have a short shelf life;
• sealed goods that have been unsealed after delivery and cannot be returned for hygiene or health reasons (e.g. opened food packages, hygiene products, cat litter, bedding, brushes, products that have been in contact with an animal);
• veterinary medicinal products and food supplements if their packaging has been opened;
• goods made to order or personalised at the Customer’s request (e.g. engraved name tags).

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: KIMSE OOD, 23 Tsacho Shishkov St., Lovech 5500, sorela13@abv.bg
I hereby give notice that I withdraw from my contract for the purchase of the following goods: ……………………
Ordered on / received on: ……………………
Order number: ……………………
Name of consumer: ……………………
Address of consumer: ……………………
IBAN for the refund (for cash-on-delivery payments): ……………………
Signature (only if this form is submitted on paper): ……………………
Date: ……………………

9. Complaints and warranty

9.1. The Shop is liable for any lack of conformity of the goods with the sales contract that becomes apparent within 2 years of delivery, in accordance with the Bulgarian Act on the Supply of Digital Content and Digital Services and the Sale of Goods. For goods with a marked expiry date, liability applies within that period.

9.2. Complaints can be submitted to sorela13@abv.bg, by phone at 0883 72 22 72 or at the shop in Lovech. The Customer states the order number, a description of the problem and the desired remedy (repair, replacement, price reduction or refund), attaching photos where possible.

9.3. The Shop keeps a register of complaints and provides the Customer with a reference number. Complaints are resolved within 30 days of submission.

9.4. If the goods arrive damaged, incorrect or incomplete, please notify us within 48 hours of receipt. This speeds up resolution but does not limit your statutory rights.

9.5. Any commercial guarantee provided by the manufacturer for certain goods does not affect the Customer’s statutory rights.

10. Specific terms for pet products

10.1. Product information (ingredients, nutritional values, feeding and usage instructions) is provided by the manufacturers. If your pet has health problems or follows a special diet, we recommend consulting a veterinarian.

10.2. Product images are for illustration purposes. Packaging may differ if the manufacturer changes the design.

10.3. Veterinary medicinal products are sold at a distance only in accordance with the requirements of the Veterinary Activities Act and the instructions of the Bulgarian Food Safety Agency (BFSA). Prescription-only products are not sold online.

11. Personal data protection

Personal data is processed in accordance with the Privacy Policy. Information about cookies is available in the Cookie Policy.

12. Intellectual property

The content of the site (texts, photos, logo, design) is the property of KIMSE OOD or the respective manufacturers and may not be copied or used without written consent, except for personal non-commercial use.

13. Dispute resolution

13.1. Disputes are resolved by mutual agreement. You can contact us at sorela13@abv.bg or 0883 72 22 72.

13.2. If no agreement is reached, the consumer may contact the Consumer Protection Commission (kzp.bg) or its conciliation committees for alternative dispute resolution.

13.3. Bulgarian law applies to matters not covered here. Disputes that are not resolved amicably are referred to the competent Bulgarian court.

14. Applicable law

Consumer Protection Act, Electronic Commerce Act, Obligations and Contracts Act, Act on the Supply of Digital Content and Digital Services and the Sale of Goods, Regulation (EU) 2016/679 (GDPR) and the Personal Data Protection Act.