Trems and conditions

Welcome to damakra.com (hereinafter referred to as the "Website"). These Terms and Conditions govern the sale of products by AGEN LTD ("the Seller", "we", "us", "our") to the end customer ("the Buyer", "you") through our online store.

By placing an order on our Website, you agree to be legally bound by these Terms and Conditions. Please read them carefully before making a purchase.

1. SELLER IDENTIFICATION

Company Name: AGEN LTD
Registered Address: Bulgaria, Sofia, p.c. 1220, Serdika District, Residential Quarter NPZ VOENNA RAMPA, ILIYAN TSI Blvd. No. 40zh, Building 17
Company Registration Number (EIK/UIC): 202567738
VAT Number: BG202567738
Food Safety Registration: Registered with the Bulgarian Food Safety Agency (BFSA) under Certificate/Registration No: 0000212031 / 25.10.2023
Email: [email protected]

2. PRODUCTS, ALLERGENS AND STORAGE

Product Information: We ensure that all descriptions, ingredients, and images of our chocolate and confectionery products are as accurate as possible. However, due to the artisanal (handcrafted) nature of certain products, slight variations in color, shape, and decoration may occur.
Allergen Warning: Our products may contain or come into contact with common allergens, including but not limited to: milk, eggs, wheat (gluten), nuts, peanuts, and soy. Full allergen information is available in the description of each product on the Website and/or on its packaging. It is the Buyer's sole responsibility to read the ingredients before consumption.
Storage Conditions: Chocolate and confectionery are highly sensitive to temperature and humidity. Products must be stored in a cool, dry place away from direct sunlight, according to the instructions on the packaging. The Seller shall not be held liable for the degradation, melting, or spoilage of products due to improper storage after delivery.

3. ORDERS, PRICES AND PAYMENT

Order Acceptance: All orders are subject to product availability. The distance purchase agreement is deemed concluded only after you receive an email confirmation stating that your order has been dispatched/handed over to the courier.
Pricing: All prices on the Website are listed in euros (EUR) and include VAT. Shipping costs are not included in the product price and will be calculated and added separately at checkout.
Payment Methods: We accept payments via Cash on Delivery (upon receipt), credit/debit card, and bank transfer. The order will be dispatched after payment confirmation or receipt (except for Cash on Delivery).

4. SHIPPING AND DELIVERY

Delivery Areas and Times: We deliver to addresses and courier offices within Bulgaria. Estimated delivery times are indicative, and the Seller shall not be held liable for delays caused by the courier company.
Warm Weather Shipping Policy (Summer Season): During summer months or periods of high temperatures, the Seller uses special thermal packaging to protect the products. The Seller shall not be held liable if the products melt due to prolonged stay at the courier's office or at the delivery address by fault of the Buyer (e.g., failure to ensure presence or delayed collection).
Inspection upon Receipt: The Buyer is obliged to inspect the package in the presence of the courier. In the event of visible transport defects (crushed or torn box, damaged products), the Buyer must request a Damage Report (Констативен протокол) from the courier at the moment of delivery and notify the Seller immediately.

5. RIGHT OF WITHDRAWAL AND RETURNS (EXCEPTIONS FOR FOOD)

In accordance with the Consumer Protection Act (CPA) and European legislation regarding the sale of food and perishable goods:

No Right of Withdrawal for Perishable Goods: The standard 14-day "cooling-off" period (right of return "without reason") does not apply to goods that are liable to deteriorate or expire rapidly (such as confectionery, chocolates, and food products).
No Right of Withdrawal for Sealed Goods: For health protection and hygiene reasons, returns cannot be accepted for food products that have been unsealed, opened, or partially consumed after delivery.
Custom and Personalized Orders: Orders for products made to individual customer specifications (e.g., custom cakes, chocolates with personalized labels/inscriptions) cannot be canceled or returned once production has started.
Defective or Wrong Goods: If you receive a product that is expired, spoiled at the moment of delivery, or if we sent the wrong item, you have the right to a replacement or a full refund. In such cases, you must notify us within 24 hours of receipt and provide photographic evidence of the defect or discrepancy.

6. INTELLECTUAL PROPERTY

All content on this Website (including texts, photos, logos, graphics, and software) is the property of AGEN LTD and is protected by the Copyright and Related Rights Act. No content may be copied, reproduced, or used without our express written consent.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by law, AGEN LTD shall not be liable for any indirect, incidental, or consequential damages arising from the use of the Website or the consumption of our products, provided that all legal food safety regulations have been fully complied with.

8. DISPUTE RESOLUTION

These Terms and Conditions are governed by the laws of the Republic of Bulgaria. Any disputes that cannot be resolved amicably will be referred to the competent Bulgarian courts.

In the event of a dispute, you may also use the European Online Dispute Resolution (ODR) platform: europa.eu
Supervisory Authority in Bulgaria: Commission for Consumer Protection (CCP) – https://kzp.bg