Terms & Conditions

General Terms of Use and Sale

Version of 1 October 2026. Effective from: 1 October 2026.

Parties and scope

Art. 1. These general terms govern the use of Floresca.bg and sales contracts made through it between “Idea Horizont” EOOD, UIC 208778820, with registered office and management address at Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3, represented by Tsvetelina Petrova Petrova, referred to as the “Trader”, and its customers. Contact: info@floresca.bg; +359 876 168 977.

Art. 2. A “Consumer” is a natural person acting outside their trade or profession. For purchases by other customers, the general contractual rules apply, and special consumer rights apply only where the legal conditions are met. Providing company details alone does not remove applicable mandatory protection.

Art. 2a. Orders in their own name may be placed by adults with legal capacity. For a person who cannot conclude the contract independently, the order is placed by the proper legal representative under the applicable legal conditions. For a legal entity, the legal or authorised representative acts. Card payment is made by the cardholder or by a person duly authorised to use the card. These rules do not introduce routine collection of a date of birth or a copy of an identity document.

Art. 3. The contract is governed by the product description and the specifically confirmed parameters, these terms, the payment and delivery terms, the withdrawal and returns policy, and the complaints terms. Individually agreed terms prevail to the extent they do not restrict statutory rights. The privacy and cookie policies serve a separate informational function.

Products and information

Art. 4. The shop offers dried and stabilised flowers and decorative items with the characteristics stated on the relevant product page. Before ordering, the main characteristics, price, sizes or quantity, composition, delivery time, instructions for use, and relevant warnings are available. Photos show the specific model; props that are not included are expressly indicated.

Art. 5. Limited differences in shape and shade inherent to natural material are possible. This does not entitle the Trader to deliver a different type, quantity, size, or substantially different colour, nor does it exclude liability for lack of conformity. Replacement of an element of material importance is made only with the customer’s prior consent.

Art. 6. Personalised items are accepted after confirmation of the specific individual parameters, price, and deadline. The customer checks the texts, names, sizes, and other data they provide. Responsibility for performance according to the accepted specification remains with the Trader. An exception to the right of withdrawal applies only under the conditions of the law and after clear prior notice.

Prices and payments

Art. 7. All prices and payments are in euro (EUR). The stated price of the goods is final and includes all applicable taxes, including VAT where due. The delivery cost is shown separately and is included in the total amount payable before the order and payment. Any additional delivery, insurance, or other paid service is charged only if it has been described in advance, priced, and expressly selected by the customer. No undeclared surcharge is due upon receipt.

Art. 8. Where a discount is announced, the previous price is determined under the applicable rules of the Consumer Protection Act, as a rule as the lowest price applied during the previous 30 days. The terms and period of the promotion are visible. Discount codes are applied according to their pre-announced conditions.

Art. 9. Payment is made by bank transfer or on the site by debit/credit card through the DSK Bank virtual POS, when the method is active and shown at checkout. The card brands indicated on the payment page are accepted. Google Pay is an additional option only when activated and shown as a supported wallet. Inactive means of payment cannot be selected. The Trader does not charge a separate fee for choosing these payment methods.

Art. 9a. Debit/credit card transactions are carried out through the Mastercard Identity Check and VISA Secure security programmes via DSK Bank’s e-commerce platform. Data is entered on the bank’s secure payment page and transmitted over an encrypted connection. Where additional identification is requested, the cardholder follows the instructions of the issuing bank.

Art. 9b. For security reasons, the maximum amount for a single card payment is __________ euro (EUR). The limit is also shown before proceeding to payment. The issuing bank may apply a lower individual limit. If exceeded, the available bank transfer may be chosen; splitting operations in order to circumvent the limits is not required.

Art. 9c. The Trader does not store bank card data. The full number, expiry date, and security code are processed in the secure payment environment. The Trader stores the necessary order data, amount, status, and transaction identifier. To carry out the selected payment, the necessary transaction and card information is provided to DSK Bank, the issuing bank, and the participating payment service providers and card schemes. The Trader may provide the necessary order and payment data for processing, refund, and dispute resolution; card data is entered and transmitted via the bank’s payment page. Processing is described in the Privacy Policy and is not used as consent for marketing.

Order and conclusion of the contract

Art. 10. The customer selects the goods and quantity, provides contacts and delivery details, chooses an available payment method, reviews the summary, and may correct errors before submission. An account, if available, is optional. A working email address is required to receive contractual information.

Art. 11. By marking acceptance of the general terms and pressing the button “Order with obligation to pay”, the customer makes a binding offer to purchase. The automatic message “We have received your order” confirms receipt and is not in itself acceptance of the offer.

Art. 12. The contract is concluded when the customer receives express confirmation by email that the order has been accepted, with the goods described, the total price, and the delivery time. The Trader sends acceptance or information that acceptance is not possible within two working days of receiving the order. With immediate card integration, acceptance may be automated, but the message must clearly confirm conclusion of the contract.

Art. 13. Confirmation is provided on a durable medium no later than delivery and, under the usual practice, by email upon acceptance. It contains or attaches the applicable terms, withdrawal information, the standard form, individual arrangements, and information on the legal guarantee. A link only to a changeable webpage does not replace provision on a durable medium.

Art. 14. In case of unavailability or an identified error before acceptance, the Trader notifies the customer and does not unilaterally change the order. An alternative is offered only for express approval. After conclusion of the contract, the price and material characteristics are not changed unilaterally. Any amount paid for an unaccepted or unfulfillable order is refunded without undue delay; the Trader organises the refund within five working days, without limiting a more favourable statutory period.

Art. 15. For bank transfer, payment is expected within three working days of confirmation, unless otherwise agreed. If it is not received, the Trader sends a reminder with an additional period of two working days and a warning of termination. After that period expires without result, the Trader may terminate the contract by notice. No automatic penalty is charged for the non-payment itself. If a transfer is received after termination, a new order is arranged or the amount is refunded.

Art. 16. Contracts are concluded in Bulgarian. The customer may save and print the terms. The Trader stores contract data in accordance with the privacy policy; upon request, it provides the available contractual information after appropriate verification of the requester. The general terms are not a code of conduct and the Trader does not claim adherence to such a code.

Art. 16a. Before payment, the page with the total amount shows “Idea Horizont” EOOD, UIC 208778820, and the address Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3. The general terms, trader information, payment, delivery, withdrawal, complaints, and personal data information are accessible through visible links from all pages of product selection and ordering. The customer may review and save them before becoming bound.

Delivery and risk

Art. 17. Deliveries are made via the courier indicated at checkout to an exact address or an offered courier office in Bulgaria. The delivery address may not be “poste restante” or a “PO box”. The selected courier office must be specifically identified and ensure provable handover to the named recipient. For available standard products, the period is 2–5 working days after receipt of payment, unless another specific period was stated before the order. For custom work, the period is expressly agreed. After payment, the period is not extended unilaterally.

Art. 17a. The shop accepts orders for delivery only within the territory of Bulgaria and does not organise export or delivery outside it. This is a territorial delivery scope and not a restriction based on the customer’s nationality. Deliveries prohibited by applicable Bulgarian or European law are not performed, including applicable export restrictions, sanctions, or restrictions for a specific plant species. If a particular item is subject to a special legal restriction, this is stated on its product page before ordering. Any later expansion of deliveries abroad will be announced after review of the applicable requirements.

Art. 18. In case of delay, the customer is notified promptly. The consumer may set a suitable additional period and, upon non-performance, terminate the contract. An additional period is not required where the Trader has refused delivery or where delivery within the agreed period is essential according to the circumstances at conclusion or according to a condition previously stated by the consumer. Amounts paid are returned without undue delay.

Art. 19. In a consumer sale, the risk of accidental loss or damage passes upon receipt of the goods by the consumer or a third party indicated by them other than the carrier. If the consumer themselves has entrusted carriage to a carrier not among those offered by the Trader, the statutory exception applies. The Trader is liable to the consumer for damage during the initial carriage via an offered courier and settles its relations with the courier separately.

Art. 20. Inspection upon receipt, noting visible damage, and prompt contact with the Trader are recommended. Photos and the courier report help establish the case but are not a mandatory precondition for accepting or upholding a justified complaint.

Art. 21. The customer provides accurate details and cooperates with receipt. In case of failed delivery, the parties clarify the reason and next steps. A repeat cost is charged only with prior agreement and an available basis. The full price is not automatically retained for an undelivered parcel. Failure to appear before the courier alone does not replace a clear withdrawal statement, but a subsequent unambiguous statement is considered on its merits.

Withdrawal and legal guarantee

Art. 22. The consumer has the right to withdraw from the contract within 14 days of receiving the goods, under the conditions and exceptions detailed in “Withdrawal and returns”. The site has a visible function “Withdraw from the contract here” with confirmation of withdrawal and sending of an electronic message. Withdrawal may also be declared by email or by another unambiguous statement.

Art. 23. Direct return costs for withdrawal without lack of conformity are borne by the consumer where they have been informed of this in advance. Costs of remedying a lack of conformity are borne by the Trader. Withdrawal and complaint have different legal bases; expiry of the withdrawal period does not end statutory rights in case of lack of conformity.

Art. 23a. Upon withdrawal, the amount due, including the cheapest standard initial delivery, is refunded without undue delay and no later than 14 calendar days from notification. The Trader may withhold the refund until receipt of the goods or proof of their dispatch, whichever is earlier, unless it has offered to collect them itself. For card payment, the refund is by a refund operation to the same card used for payment, and for bank transfer — to the same account from which payment was made. Acceptance of a voucher is not required. Details are in the Withdrawal and Returns Policy.

Art. 24. The goods have a legal guarantee of conformity. The seller is liable for a lack of conformity that existed at delivery and became apparent within two years thereafter, under the conditions of the Act on the Supply of Digital Content and Digital Services and on the Sale of Goods. The rights and the procedure for exercising them are in “Complaints and legal guarantee”. A legal guarantee does not mean a promise of unchanging appearance regardless of the nature of the product and the manner of use.

Art. 24a. For a justified complaint, the necessary transport costs for return, repair, or replacement are borne by the Trader. Upon termination due to lack of conformity, the price is refunded without undue delay after receipt of the goods or proof of their dispatch, whichever is earlier, and in any event within 7 calendar days of that moment. Upon a price reduction, the difference is refunded without undue delay and within 7 calendar days of determining the reduction due. These maximum organisational periods do not extend a shorter applicable statutory period. For card payment, the amount is returned to the same card, and for bank transfer — to the same account from which payment was made. The conditions and other remedies are in “Complaints and legal guarantee”.

Accounts and content

Art. 25. Where an account is available, the customer keeps their access details secure and reports any identified misuse. The Trader may temporarily restrict access where there is a justified security risk or unlawful use, while preserving the possibility of servicing orders and exercising rights. Closing an account does not automatically terminate concluded contracts.

Art. 26. Site content is protected under applicable law. Browsing, sharing links, and saving information for personal and contractual needs are allowed. The customer does not send unlawful content or third-party personal data without a basis. For reviews, only the necessary information is published, and unverified reviews may not be presented as from verified buyers.

Liability and final provisions

Art. 27. No clause excludes liability for intent or gross negligence, statutory rights for lack of conformity, liability for a dangerous product, or other liability that cannot be limited. A technical failure or force majeure does not automatically remove the obligation to return unduly retained amounts. The affected party notifies the other and takes reasonable steps to limit the consequences.

Art. 27a. “Idea Horizont” EOOD is liable to the customer for performance of the contract, the type, quantity, and quality of the goods sold, delivery, related service, and dispute resolution. Processing of payment by DSK Bank does not transfer these obligations to the bank.

Art. 28. Personal data is processed in accordance with the published privacy policy. General consent to personal data processing is not required to fulfil the order. Marketing messages and optional cookies have a separate regime.

Art. 29. The version of the terms accepted at conclusion of the contract applies to the order. New terms apply to future orders after publication and do not unilaterally amend concluded contracts. Invalidity of a separate clause does not affect the others; the relevant statutory provision applies.

Art. 30. For questions, complaints, and dispute resolution, the customer may contact the Trader at info@floresca.bg and +359 876 168 977. These contacts remain visible on the site for at least 90 days after termination of the Trader’s contract with DSK Bank for the virtual POS, without limiting longer statutory obligations and rights under already concluded contracts. The consumer may refer the matter to the Commission for Consumer Protection (CCP) and request conciliation before the competent general conciliation commission at the CCP via https://kzp.bg. In an unresolved direct dispute, the Trader provides on a durable medium information about the competent alternative dispute resolution body and whether it will take part in the specific procedure. There is no mandatory arbitration or exclusive jurisdiction in favour of the Trader.

Art. 31. Bulgarian law applies, without the consumer losing the protection of mandatory rules applicable under private international law. The dispute may be brought before the competent court under the applicable procedural rules. Use of an out-of-court method is not a condition for court protection.

Payment and Delivery Terms

Bank transfer

You may pay in advance by bank transfer. After acceptance of the order, we send its value and the payment details. Recipient: “Idea Horizont” EOOD; IBAN: BG35STSA93000032702234; bank: DSK Bank AD; BIC, if required: STSABGSF. Reference: order number. Check the recipient; if a message seems suspicious, contact info@floresca.bg or +359 876 168 977.

The period for bank transfer is three working days from confirmation, unless another period is agreed. In case of non-payment, we send a reminder with an additional two working days and a warning of termination. The order is prepared for dispatch after the amount is received; custom work starts after confirmed specification and the agreed payment.

Card payment via DSK Bank

Debit/credit card payment is made on the site through the DSK Bank virtual POS. The card brands indicated on the payment page are accepted. Google Pay may be used only when activated and shown among the supported payment methods. We do not charge an additional fee for the selected payment method.

Debit/credit card transactions are carried out through the Mastercard Identity Check and VISA Secure security programmes via DSK Bank’s e-commerce platform. Data is entered on the bank’s secure payment page over an encrypted connection. Where needed, you follow the issuing bank’s instructions for additional identification.

“Idea Horizont” EOOD does not store bank card data. Do not send us a full card number, expiry date, PIN, or security code by email, phone, or contact form. For payment, the necessary data is processed by DSK Bank, the issuing bank, and the participating payment providers and card schemes. We provide the necessary order information and process the amount, status, and transaction identifier. Details: Privacy Policy.

For security reasons, the maximum amount for a single card payment is __________ euro (EUR). The issuing bank may apply a lower limit for the specific card. For a higher order, you may choose the available bank transfer.

Payment is considered successful after confirmation by the payment system, not merely after the browser returns to the shop. In case of interruption or unclear status, contact us so we can check the operation before a further attempt. Payment confirmation differs from order acceptance confirmation, unless one message expressly contains both.

For implementation: fill in the limit agreed with DSK and the active card brands/wallets; check the secure page, 3D Secure, and the absence of card data in WordPress, logs, emails, and backups. Do not enable card-saving features without a separate assessment and up-to-date information. Payment buttons are activated after approval and successful testing.

Final price

All prices and payments are in euro (EUR). The price of the goods includes applicable taxes, including VAT where due. Delivery and any expressly selected additional service are shown separately and included in the total before payment. Additional insurance or delivery is not charged without prior price information and express selection. No undeclared surcharge is required upon receipt.

We provide a purchase document according to the applicable accounting and fiscal rules. For an invoice, only the necessary details are requested; a personal identification number (EGN) is not collected by default for an ordinary purchase.

Refunds

For card payment, the amount is returned by a refund operation to the same card used for payment. For bank transfer, the amount is returned to the same account from which it was received. For Google Pay, if used, the refund is directed to the original card operation. We do not replace a due monetary refund with a voucher without your express consent.

Upon withdrawal, we refund the amounts due without undue delay and within 14 calendar days of notification. We may wait until receipt of the goods or proof of their dispatch, whichever is earlier, unless we have offered to collect them ourselves. The conditions for the amount, delivery, and return are in the Withdrawal and Returns Policy.

Upon termination due to lack of conformity, we refund the price without undue delay after receipt of the goods or proof of their dispatch, whichever is earlier, and no later than 7 calendar days from that moment. Upon a price reduction, we refund the difference without undue delay and within 7 calendar days of determining the reduction due. A shorter statutory period is not extended. Necessary transport for a justified complaint is at our expense.

For a paid but unaccepted or unfulfillable order, we organise the refund without undue delay and within five working days, observing any more favourable statutory period. Upon termination for non-delivery, amounts are returned without undue delay. We send confirmation of the refund operation. Its appearance on the statement is processed by the payment providers; technical processing does not extend our statutory obligations.

Delivery

We deliver only in Bulgaria via the courier shown at checkout, to an exact address or a supported courier office. An address “poste restante” or “PO box” is not allowed. The courier office must be specifically indicated and ensure provable handover to the designated recipient. We do not organise export or delivery abroad. The restrictions under Art. 17a of the General Terms apply.

The specific delivery price is shown before the order button is pressed. Where, by exception, it cannot be calculated in advance, we do not accept a binding online order before we communicate the cost and receive express confirmation of the total price.

For available standard goods, delivery is within 2–5 working days after receipt of payment, unless another period is stated on the product page and at checkout. For custom work, the period is agreed in writing before conclusion of the contract. “Working days” means Monday to Friday excluding official holidays in Bulgaria. A desired event date is guaranteed only if we have expressly accepted delivery for that date.

Splitting the order into several parcels and any additional costs are agreed in advance. We do not replace a product or a material element of it without consent. In case of delay, we notify the customer of the reason and the expected period. They may set a suitable additional period and, upon non-performance, terminate the contract; such a period is not needed in the cases under Art. 18 of the General Terms. Upon termination, we return what was paid without undue delay.

We pack the goods in line with their fragile nature. Upon receipt, we recommend inspection and, for visible damage, photos of the product and packaging and a note with the courier. Notify us as soon as possible so we can assist. Lack of inspection, photos, or a report does not remove statutory rights.

For damage during the initial delivery via a courier we offered, contact Floresca; you are not obliged to pursue a dispute with the courier yourself. For a justified complaint, the necessary return and replacement costs are ours.

If the address or phone number is inaccurate, contact us immediately. If the parcel has already been sent, any additional cost is agreed according to the cause. Failed delivery does not lead to automatic retention of the full amount paid.

For questions and disputes: info@floresca.bg and +359 876 168 977. “Idea Horizont” EOOD is responsible for the sale, delivery, service, and dispute resolution. The procedure for complaints and out-of-court resolution is in the General Terms and “Complaints and legal guarantee”.

Withdrawal and Returns Policy

Period and method of withdrawal

As a consumer, you have the right to withdraw from the purchase without giving a reason and without penalty within 14 days from the day on which you or a third party indicated by you, other than the carrier, receive the goods. Where several goods from one order are delivered separately, the period starts from receipt of the last goods; for goods delivered in parts — from the last part.

Send an unambiguous statement to “Idea Horizont” EOOD, UIC 208778820, Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3, or to info@floresca.bg. You may use the standard form, but it is not mandatory. It is sufficient to send the statement before the period expires. Stating a reason is not required.

You may also exercise withdrawal through the permanently available function “Withdraw from the contract here” at the bottom of Floresca.bg and on the “Withdrawal and returns” page. Enter your name, order details, and email for confirmation, then choose “I confirm the withdrawal”. We send confirmation on a durable medium with the submitted content, date, and time without undue delay and no later than the end of the working day. A customer account is not required.

Our approval is not required for the withdrawal to be exercised in time. If there is a technical problem with the function, use email or another unambiguous method. This does not limit the consequences provided by law for unfulfilled information obligations. Where withdrawal information has not been properly provided, the period may be extended under Art. 51 of the Consumer Protection Act.

Returning the goods

Send the goods to “Idea Horizont” EOOD at Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3, without undue delay and no later than 14 days after notification of withdrawal. The period is met if you have sent the goods before it expires. Keep proof of dispatch.

Direct return costs for withdrawal without lack of conformity are at your expense. For goods that by their nature cannot be returned by the usual postal or courier method, the amount or a reasoned maximum estimate of the return cost is stated on the product page and before ordering. If this has not been done, we do not transfer that cost to you. Costs of a justified complaint are borne by us.

We recommend a sturdy outer box, securing the base, and sufficient protection from pressure and moisture, without crushing the flower heads. The original packaging is suitable if preserved, but is not a mandatory condition for withdrawal. Do not send cash on delivery without prior arrangement; the refund is made separately as described below. Lack of such an arrangement does not invalidate the withdrawal statement itself.

You may examine the goods as would be possible in a shop. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, under the statutory conditions. Use in event decoration, cutting, repainting, wetting, or dismantling may cause such diminution. Ordinary careful opening and inspection do not remove the right of withdrawal.

We do not charge a fixed handling fee or an automatic unpacking percentage. If we establish diminished value, we describe the specific damage, the evidence, and the calculation method. Damage during return transport does not automatically lead to refusal of refund: packaging, cause, liability, and applicable law are assessed. We keep the evidence and assist in clarifying with the carrier.

Refund of amounts

We refund the payments received, including the value of the cheapest standard initial delivery we offered, without undue delay and within 14 days of notification of withdrawal. If you chose a more expensive delivery, we do not owe the difference above the cheapest standard option.

We may wait until receipt of the goods or presentation of proof of their dispatch, whichever is earlier, unless we have offered to collect them ourselves. We do not extend the period by requiring prior approval, a mandatory form, or an unduly prolonged check.

The refund is made to the same card used for card payment, by a refund operation through the DSK Bank virtual POS. For bank transfer, it is returned to the same account from which payment was made. Where Google Pay was used, the refund is to the original card operation. We do not oblige you to accept a voucher. If an account is closed or there is another objective problem, we first check with the payment provider how to return funds to the original payer; we do not transfer to an arbitrarily indicated third-party card or account.

For withdrawal from only part of the order, the price of the returned goods and the relevant part of the original delivery cost are refunded. If the same fixed cost would still be due for the retained goods alone, it is not refunded additionally. No penalty is imposed for falling below a free-delivery threshold by a subsequent, unforeseen charge.

Exceptions and relationship to complaints

The right of withdrawal does not apply to goods that have actually been made to your order or according to individual requirements under Art. 57(3) of the Consumer Protection Act, for example a specific personal composition under an accepted individual specification or a permanent personal inscription. We inform you of this clearly before the order. A separately personalised card does not automatically exclude withdrawal for the individual standard goods in the order.

Choosing a standard available size, colour, or ready model is not automatically treated as custom work. Dried and stabilised flowers are not excluded from return solely because they are natural, fragile, or have been unpacked. The exception for goods that deteriorate rapidly or have a short shelf life applies only if the specific goods actually fall within it and this has been explained in advance.

Exclusion of withdrawal does not exclude your rights if the goods are damaged in delivery, different from those ordered, or not in conformity with the contract. In those cases, the “Complaints and legal guarantee” page applies.

Standard Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. Its use is not mandatory.

To “Idea Horizont” EOOD, UIC 208778820, Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3; email info@floresca.bg.

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

__________

Ordered on/received on: __________.

Name of consumer(s): __________.

Address of consumer(s): __________.

Signature of consumer(s) (only if this form is notified on paper): __________.

Date: __________.

Cross out what does not apply.

Additional optional details for faster handling: order number __________; contact email __________; returned quantity __________.

For card payment you do not need to state an IBAN: the amount is returned to the same card via the original payment operation. Bank account details are provided only if needed to identify and refund a bank transfer. Do not state a full card number or security code.

Brief data notice: “Idea Horizont” EOOD uses the data to process the withdrawal, refund the payment, fulfil legal obligations, and defend in a dispute. Details and rights: Privacy Policy on Floresca.bg; info@floresca.bg.

Complaints and Legal Guarantee

What the seller is liable for

“Idea Horizont” EOOD is liable for a lack of conformity of the sold goods with the contract that existed at delivery and became apparent within two years thereafter, under the conditions of the Act on the Supply of Digital Content and Digital Services and on the Sale of Goods. The rights are free of charge for the consumer and exist independently of any separate commercial guarantee.

A lack of conformity that appears within one year of delivery is presumed to have existed at delivery, unless the contrary is proved or the presumption is incompatible with the nature of the goods or the lack of conformity. The mere designation “flowers” does not automatically exclude this presumption.

Assessment takes into account the agreed characteristics, ordinary purpose, public statements, provided instructions, and reasonably expected durability. Natural change consistent with the described characteristics and normal use may not constitute a lack of conformity. Damage from proven wetting, heating, cutting, or improper treatment after receipt is considered according to the causal link. A general natural-origin statement does not justify broken, mouldy, improperly processed, or contractually different goods.

How to submit a complaint

Contact info@floresca.bg, +359 876 168 977, or Sofia 1505, Poduyane district, 13 Yoakin Gruev St., apt. 3. The complaint may be oral or written. State the goods, the problem, when they were received, and the preferred remedy. Attach a receipt, invoice, or other document proving payment; where we hold the data, we assist in establishing the purchase.

Photos, a courier report, and available expert opinions may be useful. We do not require them as an absolute precondition. Retention of the original packaging is not required. We do not limit the complaint period to 24 or 48 hours and do not make acceptance conditional on inspection before the courier.

We record the complaint in a register and provide a document with the date, registration number, type of goods, and signature of the person who received it, including in a suitable electronic form for remote submission. Within two working days we send information on organising the check and the necessary steps. This internal period does not replace the statutory periods.

Remedies and periods

You may request that the goods be brought into conformity by repair or replacement. The choice is yours, unless the chosen method is impossible or would lead to disproportionate costs compared with the other under the statutory criteria. For a floral composition, restoration is allowed only if it actually achieves the agreed quality without significant inconvenience.

For the goods offered without digital elements, repair or replacement is carried out free of charge within one month of notification of the lack of conformity and without significant inconvenience, taking into account the nature of the goods and the purpose of the purchase. Costs of necessary transport, labour, and materials are borne by the seller. You make the goods available; return is organised so that the fragile product is protected.

You may request a proportionate price reduction or termination of the contract under the statutory conditions, including if the seller refuses or fails to carry out repair or replacement properly, the lack of conformity reappears despite the remedy undertaken, it is serious enough for an immediate remedy, or it is clear that it will not be remedied in time and without significant inconvenience. The special statutory rules on a permitted second attempt for durable goods are taken into account.

The contract may not be terminated for an insignificant lack of conformity; proving that it is insignificant is the seller’s burden. The reduction is proportionate to the difference between the value of the goods received and the value they would have had if conforming.

Upon termination, you return the goods at the seller’s expense. We refund the price without undue delay after receipt of the goods or proof of their dispatch, whichever is earlier, and no later than 7 calendar days from that moment. Upon a price reduction, we refund the difference without undue delay and within 7 calendar days of determining the reduction due. These maximum organisational periods do not extend a shorter applicable statutory period. For card payment, the refund is to the same card by a refund operation through the DSK Bank virtual POS, and for bank transfer — to the same account from which payment was made. For Google Pay, the refund relates to the original card operation. Acceptance of a voucher or replacement instead of a due monetary refund is not required. For partial lack of conformity, the statutory rules on the scope of termination apply.

The period for exercising rights is suspended for the time needed to bring the goods into conformity. Where a separate commercial guarantee is provided, it is described expressly and does not limit the legal guarantee.

Outcome and dispute

We notify you of the outcome with reasons and the action taken. For an upheld complaint, we issue an act in two copies, one for the consumer, or the corresponding electronic copies. A refusal is specifically reasoned; it is not based solely on the product category or lack of a courier report.

In an unresolved dispute, you may contact the CCP and the competent general conciliation commission via https://kzp.bg, as well as the competent court. If the matter ends without a decision, we provide on a durable medium information about the competent alternative dispute resolution body and whether we will take part in the specific procedure.

Optional complaint template

To “Idea Horizont” EOOD. Name __________; contact __________; order number or other identifier __________; date of receipt __________; goods and quantity __________.

Description of the lack of conformity and when it was found: __________.

Preferred remedy: __________. Attached documents: __________. Date: __________. Signature, if on paper: __________.