Terms of service

General Terms and Conditions for Use and Purchase

Last updated: 9 September 2026

1. Merchant Information

The online store roberto.bg ("Site", "Store") is operated by:

"Roberto – Velingrad" EOOD
UIC: 207431852 | VAT No.: BG207431852
Registered address and management address: str. "Sv. Sv. Kiril and Metodiy" №3, 4600 Velingrad, Bulgaria
Business location and returns address: blvd. "Saedinenie" №115, 4600 Velingrad
Email: shop@roberto.bg
Phone (Bulgarian, Greek, Russian): +359 890 115 455
Phone (English): +359 892 030 004

Supervisory authorities: Commission for Consumer Protection (Sofia 1000, sq. "Slaveykov" №4А, tel. 0700 111 22, www.kzp.bg) and Commission for Personal Data Protection (Sofia 1592, blvd. "Prof. Cvetan Lazarov" №2, www.cpdp.bg).

2. Scope

These General Terms and Conditions govern the relationship between "Roberto – Velingrad" EOOD and any user who views the Site, creates an account or places an order. By checking "I agree to the General Terms and Conditions" when finalizing your order, you confirm that you have read and accept them. These General Terms and Conditions are drawn up in accordance with the Consumer Protection Act, the Electronic Commerce Act, the Digital Content and Digital Services Provision and Goods Sale Act and applicable EU law.

To place orders, you must be at least 18 years old or act with the consent of a parent/guardian.

3. Products, Prices and Currencies

  • All prices are in euros (EUR) including VAT. The Site may display prices in other currencies for your convenience; the final price, currency and shipping costs are shown on the payment page before order confirmation.
  • When shipping outside the European Union, you may be liable for customs duties, import taxes and local taxes, which are collected by the customs authorities of the receiving country and are not included in the price. These are at your expense.
  • We make every effort to ensure that product images and descriptions are accurate. Minor differences in color tone compared to your screen are possible and are not considered a product defect.
  • We reserve the right to change prices and assortment. Changes do not affect already confirmed orders.
  • In case of an obvious technical error in the price (for example, a price significantly lower than market price), we reserve the right to cancel the order, notify you, and immediately refund the paid amount.

    • 4. Order and Contract Conclusion

    1. You select an item, size and color and add it to your cart.
    2. You enter delivery and billing information and choose a delivery and payment method.
    3. You review the order summary and confirm it by clicking the payment/order button.
    4. You receive an automatic email confirming that your order has been accepted. The sales contract is considered concluded from the moment the confirmation is sent.

    If an item from your order is unavailable, we will notify you within 2 business days and offer you a replacement or refund the paid amount within 14 days.

    We reserve the right to refuse an order if there is reasonable suspicion of abuse or fraud, in case of systematic non-delivery of parcels to a customer, or for orders in commercial quantities from persons who are not registered corporate clients.

    5. Payment Methods

    • Bank card (Visa, Mastercard, etc.) – through Stripe and Shopify Payments. Card details are entered in a secure environment of the payment operator and are not stored with us.
    • Digital wallets (Apple Pay, Google Pay, etc.), when available.
    • Cash on delivery – only for deliveries in Bulgaria, when delivered with Econt.

    6. Vouchers, Promo Codes and Loyalty Program

    • Gift vouchers have an expiration date as stated on them and are not exchangeable for money. A voucher can be used for one or more purchases until its value is exhausted.
    • Promo codes have a limited validity period, are not combined with each other unless otherwise stated, and are entered before finalizing the order. They cannot be applied retroactively.
    • Participation in the loyalty program is voluntary. Points have no monetary value, are not transferable and are cancelled when the account is closed. Current program rules are published on the Website.
    • When returning goods paid partially with a voucher or discount, we refund the amount actually paid; the voucher value is refunded as a new voucher.

    7. Delivery

    Shipping terms, deadlines and prices are described in our Shipping Policy, which is an integral part of these General Terms and Conditions.

    8. Right of Withdrawal, Returns and Exchange

    As a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, without stating a reason. The detailed procedure, conditions and standard withdrawal form are described in our Returns and Refund Policy, which is an integral part of these General Terms and Conditions.

    9. Statutory Warranty and Claims

    • All products are offered with a 2-year statutory warranty for conformity in accordance with the applicable consumer protection law, from the date of delivery.
    • If a non-conformity appears within the first year from delivery, it is presumed to have existed at the time of delivery, unless proven otherwise.
    • In case of non-conformity, you have the right at your choice to repair or replacement of the goods free of charge, within a reasonable time and without significant inconvenience. If this is impossible or not carried out, you have the right to a proportional price reduction or rescission of the contract with return of the paid amount.
    • Claims should be submitted to miroslav@tyufekchiev.com or shop@roberto.bg with a description of the problem, photos and order number. The return costs for claimed goods are at our expense. Each claim is registered in the claims register and receives a response within 14 days.
    • The warranty does not cover normal wear and tear, damage from misuse, maintenance contrary to the label, mechanical damage or modifications made by the customer.

    10. Corporate Clients (B2B)

    Orders from legal entities for the purposes of their commercial activities are not covered by consumer protection law. For key partners, individual payment, delivery and return conditions can be agreed upon, which are governed by a separate written agreement and take precedence over these General Terms and Conditions to the extent they differ.

    11. Customer Account

    You can shop as a guest or create an account. You are responsible for the confidentiality of your password and for all activities conducted through your account. Notify us immediately if you suspect unauthorized access. You can close your account at any time by contacting us.

    12. Intellectual Property

    All texts, images, logos, designs and trademarks on the Site are the property of "Roberto – Velingrad" EOOD or the respective licensors and are protected by the Copyright Law and related rights. Their use without explicit written permission is prohibited.

    13. Reviews and User Content

    Reviews you post must be made in good faith and must not contain offensive, illegal or misleading content. By posting them, you grant us a non-exclusive right to display them on the Site and in marketing materials. We reserve the right to remove content that violates these rules.

    14. Liability

    We make efforts to ensure the Site is accessible and the information in it is accurate. We are not liable for interruptions due to force majeure, actions of third parties or maintenance. Nothing in these Terms and Conditions limits your rights as a user under the mandatory provisions of Bulgarian and European legislation.

    15. Personal Data

    We process your personal data in accordance with our Privacy Policy.

    16. Disputes and Alternative Resolution

    In case of a dispute, please contact us first at shop@roberto.bg – we strive to resolve every issue quickly and fairly. If we cannot reach an agreement, you can turn to the General Conciliation Commission at the Consumer Protection Commission (bodies for alternative dispute resolution under the Consumer Protection Act, information at www.kzp.bg) or to the competent Bulgarian court. The law of the Republic of Bulgaria applies, provided that this does not deprive consumers from other EU countries of the protection of the mandatory provisions of their local law.

    17. Changes to Terms and Conditions

    We may update the Terms and Conditions. Changes take effect upon publication on the Site and do not apply to orders placed before that. Registered customers will be notified by email of material changes.

    18. Contact

    "Roberto – Velingrad" EOOD
    115 "Saedinenie" Blvd, 4600 Velingrad, Bulgaria
    Email: shop@roberto.bg | Phone: +359 890 115 455 (BG/GR/RU), +359 892 030 004 (EN)