Effective from 7 November 2026

These terms govern the relationship between Simetro.com EOOD and the customers of the Simetro Books online shop at https://simetro.com/. By placing an order, you accept these terms.

1. About us

Simetro.com EOOD
Company ID (EIK): 202702399
Registered address: 1 Pet Mogili St., Sofia, Bulgaria
Correspondence address and office: гр. София, ул. Неделчо Бончев 10, склад 2, зад сградата на Нова телевизия
Email: products@simetro.com
Phone: +359 885 848509

Supervisory authorities: Commission for Consumer Protection (kzp.bg) and Commission for Personal Data Protection (cpdp.bg).

2. Who these terms apply to

These terms apply to orders placed in the online shop by individuals (consumers) and by companies. Orders from retailers who sell our products are covered by a separate agreement and not by these terms.

3. Products and prices

• Descriptions, photos and prices are on each product page. Colours may differ slightly between the photo and the product because of screen settings.
• Prices are in euro and are final. Simetro.com EOOD is not VAT-registered and does not charge VAT. The delivery price is shown separately before you confirm the order.
• The price at the time of the order applies. Promotional prices are valid while stocks last or until the stated end date.
• The minimum order value is 2 €.

4. Ordering and conclusion of the contract

1. You choose the products, delivery and payment method and fill in your details. You can order as a guest or with an account.
2. Before sending the order you must agree to these terms. By sending it you make an offer to buy.
3. You will receive an email that the order has been received for processing. This does not yet conclude the contract.
4. The contract is concluded when we confirm the order by email or phone.

If a product turns out to be unavailable after the order, we will contact you and offer a replacement or cancel that part of the order. If you have already paid, we will refund the amount for the unavailable products within 14 days.

Companies can receive an invoice by filling in the company details when ordering.

5. Payment

• By card – on the secure BORICA page. We do not receive or store your card details.
• Through ePay.bg – on the ePay page.
• By bank transfer – you will see the transfer details after the order and in the confirmation email. Payment must arrive within 2 working days, otherwise the order is cancelled.
• Cash on delivery – in cash to the courier on delivery.
• At our office – when you pick up the order from our office.

6. Delivery

• We deliver within Bulgaria. Delivery abroad is possible on prior request or with a comment in the order.
• Orders are usually shipped within 1–3 working days after confirmation.
• Delivery prices:
  • to a BOX NOW locker – 1.5 €;
  • to a Speedy office – 3 €;
  • to an address in Sofia – 4 €, elsewhere in Bulgaria – 4 €;
  • pickup from our office – free.
• Delivery is free for product orders over 20 €. Free delivery does not apply to equipment such as display stands.
• Check the parcel in front of the courier. If it is visibly damaged, refuse it or draw up a report with the courier.

7. Right of withdrawal and returns

You have the right to withdraw from the contract and return the products without giving a reason within 30 days of receiving them – longer than the 14 days required by law.

• Return costs are paid by you. You send the products with a courier of your choice.
• We refund the amount paid within 14 days of receiving your withdrawal, using the same payment method you used. For cash on delivery or payment at our office, by bank transfer.
• You are liable for any reduced value of the product if it was handled more than necessary to establish its nature and characteristics.

The right of withdrawal does not apply to products made to your specifications or personalised, or to sealed products that cannot be returned for hygiene reasons once unsealed (for example earplugs).

How to return a product and the withdrawal form are on the Returns page.

8. Complaints and legal guarantee

All products are covered by the legal guarantee: we are liable for any lack of conformity with the contract that appears within 2 years of delivery. You can make a complaint by email, by phone or at our office, describing the problem and giving your order number. We will resolve the complaint within 1 month – by repair, replacement, price reduction or refund, in accordance with the law.

9. Personal data and cookies

How we process your personal data is described in our Privacy Policy, and cookies in our Cookie Policy.

10. Dispute resolution

We will try to solve any problem together with you – write to us at products@simetro.com. You can also file a complaint with the Commission for Consumer Protection or turn to its conciliation commission for out-of-court resolution. Disputes not resolved in this way are referred to the competent Bulgarian court.

11. Changes to these terms

We may change these terms. Each order is governed by the terms published at the time it was placed.