General terms and conditions

GENERAL TERMS AND CONDITIONS OF SALE TO INDIVIDUALS

SECTION I. GENERAL PROVISIONS

 

1.1. Scope

These General Terms and Conditions of Sale to Individuals ("General Terms and Conditions for Individuals") govern the relationship between the Trader and individuals (consumers within the meaning of the Consumer Protection Act) in the sale of Goods and/or Services by Office 1. The General Terms and Conditions for Individuals apply in all cases of sales made on site at an Office 1 commercial outlet or through a distance contract concluded by means of communication.

 

1.2. Trader

The Office 1 chain of stores is managed and operated by Panda Cooperative, UIC 000885099 (the "Trader"), with its registered office and address of business in Sofia, Mladost district, Tsarigradsko Shose Blvd. No. 139 (Central Office), national contact telephone number 02 976 00 06, customer service email addresses [email protected] and [email protected], Head Office working hours: 09:00 – 18:00.

 

1.3. Office 1 retail outlets

The retail outlets of the Office 1 chain are located throughout the country and are listed at https://office1.bg/stores. Office 1 retail outlets are operated by the Trader or other legal entities under franchise agreements (franchisors), which is why all franchisors are considered an integral part of the Trader's structure for natural people.

 

1.4. Entry into force

1.4.1. These General Terms and Conditions for individuals shall enter into force on 20.03.2023, namely 30 (thirty) days after their public announcement on the Platform www.office1.bg and shall replace in full the general terms and conditions published on https://office1.bg/terms-and-conditions in the "Individuals" section of the Platform.

1.4.2. If an individual does not wish to accept the content of these General Terms and Conditions for Individuals, they should notify the Trader before the expiry of the period specified in point 1.4.1 by sending an email to [email protected] and request the deletion of their account from the Trader's customer service software and the deletion of their account from the online store www.office1.bg (if one has been created through registration).

1.4.3. After the expiry of the period under item 1.4.1, the Trader shall apply these General Terms and Conditions for Individuals to any sale of goods and/or services by Office 1 to all individuals for whom the Trader has not received a notification of non-acceptance of the General Terms and Conditions for Individuals within the meaning of 1.4.2.

 

1.5. Changes

1.5.1. In the event of changes to the General Terms and Conditions for Individuals, the Trader shall provide the consolidated text of the new General Terms and Conditions for Individuals by publishing it at www.office1.bg and sending it on the same day as a link with a message to the email address provided by the individual during a previous purchase of Goods and/or Services from Office 1. The means of electronic communication specified in the previous sentence shall be accepted by individuals as an appropriate way of announcing the information about the change in the General Terms and Conditions for Individuals, which provides the individual with the opportunity to familiarize themselves with their content.

1.5.2. If the Trader does not have the email address of the natural person, the notification of changes to the General Terms and Conditions for Natural Persons shall be deemed to have been delivered on the date of provision by the Trader of the consolidated text of the new General Terms and Conditions for Natural Persons by publication at the internet address www.office1.bg.

1.5.3. The changes to the General Terms and Conditions for Individuals shall enter into force 30 (thirty) days after the date of provision by the Trader of the consolidated text of the new General Terms and Conditions for Individuals in accordance with item 1.5.1 above. The changes shall not apply to distance contracts concluded between the Trader and individuals prior to the change in the General Terms and Conditions for Individuals.

1.5.4. Natural persons who have concluded a distance contract with the Trader prior to entering into force of the changes to the General Terms and Conditions for Natural Persons shall have the right to terminate it within 30 (thirty) days from the date of provision by the Trader of the consolidated text of the new General Terms and Conditions for Natural Persons in accordance with section 1.5.1 above, by sending a message to the Trader at the email address: [email protected]. Upon receipt of the natural person's notice of termination of the distance contract, the Trader shall refund the amounts paid by the natural person under the distance contract within 14 days of receiving the purchased goods back.

 

1.6. Terms used

Natural person: a consumer within the meaning of The Consumer Protection Act and Law on Provision of Digital Content and Digital Services and Sale of Goods, namely - any natural person who acquires goods or uses services that are not intended for commercial or professional activities, and any natural person who, as a party to a contract under this law, acts outside the scope of their commercial or economic activity, craft, or profession.

The Platform: the Trader's online store with the domain www.office1.bg, where individuals registered with an account can create online orders for the purchase of Goods and/or Services by concluding distance contracts with the Trader.

Goods: all goods and products from the Trader's portfolio, published on the Platform as available and/or offered by the Trader.

Product on request: a product published on the Platform that is not kept in stock or in the warehouse by the Trader, its delivery takes longer, and its sale is subject to the prior fulfillment of certain conditions by the individual - advance payment and creation of an online order through the Platform or confirmation of the order in writing.

Durable goods: Goods that retain their required functions and mode of operation during their normal use.

Goods containing digital elements: any movable tangible item that contains digital content or a digital service, or is interlinked with digital content or a digital service in such a way that the absence of the digital content or digital service would prevent the goods from performing their functions.

Goods on credit: Goods that a natural person can purchase from the Trader through the granting of a commodity/consumer credit, in accordance with the terms and conditions for its provision by the financial institution, specified at https://www.office1.bg/uslovia-za-tbi-bank-kreditirane.

Services: transportation, delivery, distribution, and installation of Goods, services from the Copy & Print Center section of the "Services" section of the Platform, and any other services provided by the Trader, other than intermediary services for the benefit of third parties for the collection of payments of taxes, fees, bills, and transfers from the Cash Point sector in a commercial establishment of Office 1.

Distance contract: any contract between the Trader and a natural person acting as a consumer within the meaning of the Consumer Protection Act and Law on Provision of Digital Content and Digital Services and Sale of Goods, concluded without their simultaneous physical presence, using one or more means of communication until the conclusion of the contract and at the time of conclusion of the contract.

Means of communication: (1) call 02 976 00 06; (2) written correspondence via the chat section of www.office1.bg; (3) written correspondence via the Facebook page Office 1 Bulgaria https://bg-bg.facebook.com/OFFICE1BG/; (4) written correspondence by email between individuals and representatives of the Trader; (5) online order via the Platform by a natural person with a registered account on it; (6) written correspondence via chat applications (Viber, WhatsApp, etc.).

Withdrawal from a distance contract: the right to withdraw from a distance contract is available to natural persons who are consumers within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods.

Purchase at an Office 1 retail outlet: purchase at a cash register in an Office 1 retail outlet listed at https://office1.bg/stores.

Courier: a company providing courier services in the country for the delivery of goods to a specified address.

Information on exercising the right of withdrawal from the contract: Appendix No. 1 to the General Terms and Conditions for Individuals.

Standard form for withdrawal from a distance contract: Appendix No. 2 to the General Terms and Conditions for Individuals.

Force majeure: an unforeseen or unavoidable event of an extraordinary nature that occurred during or after a sale to individuals.

 

1.7. Personal data

The Trader processes all personal data collected from individuals in accordance with the Personal Data Protection Act, Regulation (EU) 2016/679 for the purposes and the adopted Personal Data Privacy Policy, publicly available at https://www.office1.bg/poveritelnost.

 

SECTION II. DISTANCE SALES UNDER A DISTANCE CONTRACT

 

2. Conclusion of a distance contract

2.1. A distance contract is any contract concluded between a Trader and a natural person without their simultaneous physical presence using one or more means of communication until the conclusion of the contract and at the time of conclusion of the contract.

2.2. Before the Trader and the natural person are bound by a distance contract, the Trader is obliged, after using the means of communication, to provide the natural person with the following pre-contractual information in a clear and comprehensible manner on a durable medium:

2.2.1. The main characteristics and nature of the Goods and/or Services included in the offer to conclude a distance contract, as well as a reminder of the existence of a legal guarantee of conformity.

2.2.2. The Trader's details: name, registered office and address, telephone number, email address, address of the place where the Trader carries out its business activities for sending any complaints.

2.2.3. The final price of the Goods and/or Services, including all taxes and fees, including all additional costs for transport, delivery, or postal charges payable by the individual.

2.2.4. The terms of payment, delivery, performance, and the date on which the Trader undertakes to deliver the Goods or perform the Services (or the deadline, if an exact date cannot be determined).

2.2.5. Information on exercising the right of withdrawal from the contract - Appendix No. 1 to the General Terms and Conditions for Individuals, available at www.office1.bg in electronic form.

2.2.6. Standard form for exercising the right of withdrawal – Appendix No. 2 to the General Terms and Conditions for Individuals, available at www.office1.bg in electronic form.

2.3. The Trader's offer for the sale of Goods and/or Services sent to a natural person for the purpose of concluding a distance contract binds the Trader to the content and term of validity of the offer.

2.4. Each distance contract is concluded between the Trader and the natural person in Bulgarian using the means of communication specified in the General Terms and Conditions for Natural Persons.

2.5. Each distance contract shall be deemed validly concluded and binding on the natural person after the Trader receives from the natural person acceptance of the offer for the sale of Goods and/or Services, such acceptance being mandatory in writing for:

2.5.1. Goods marked on the Platform as "Product on request".

2.5.2. Goods made to order for the individual or in accordance with their individual requirements.

2.5.3. Goods that are not displayed on the Platform.

2.6. By sending the consent under item 2.5, the individual agrees to accept and pay the full value of the Goods and/or Services from the Trader's offer to conclude a distance contract.

 

3. Right to withdraw from a distance contract

3.1. Any natural person who is a consumer within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and the Sale of Goods has the right to withdraw from the concluded distance contract without giving any reason, without owing compensation or penalty and without incurring any costs, except for the direct costs of returning the Goods, within 30 (thirty) days from:

3.1.1. the day on which the natural person or a third party designated by the carrier accepted delivery of the Goods, or

3.1.2. the day on which the natural person or a third party designated by the natural person, other than the carrier, accepted delivery of the last Goods from the order – where the natural person has ordered multiple goods in a single order, which are delivered separately; or

3.1.3. the day on which the natural person or a third party designated by the natural person, other than the carrier, accepted delivery of the Goods from the last batch or part of the order – in the case of delivery of Goods consisting of multiple batches or parts.

3.2. In cases of withdrawal from a distance contract for Goods on credit, for which the natural person has entered a contract for a commodity/consumer credit, the natural person should contact the relevant financial institution that provided the credit.

3.3. Until the expiry of the period under item 3.1, the natural person shall be obliged to take due care of the Goods, their factory packaging and complete set with a view to the possible exercise of the right of withdrawal from the distance contract.

3.4. The individual may unpack or use the Goods only to the extent necessary to establish their nature, characteristics, and proper functioning.

3.5. The right to withdraw from a distance contract may be exercised by the natural person by sending a statement to the following email address of the Trader: [email protected] in the form of a completed and signed Standard Form for exercising the right of withdrawal or other written notice with such details.

3.6. The natural person should send the Goods for return to the Trader by courier as soon as possible, but within 14 (fourteen) days from the day following the day of sending the statement of withdrawal from the distance contract to the Trader by email.

3.7. The natural person should return the Goods to the Trader with all original and manufacturing packaging, documentation, license stickers, durable media, and accessories in their original condition and without damaged commercial appearance.

3.8. Before returning the Goods, the individual should completely delete, delete and remove any additionally installed software and/or operating system and any information and personal data that may have been additionally stored in the Goods, and must log out of any account that may be associated with them.

3.9. Until the Goods are received by the Trader, the individual is responsible for any reduction in the value of the Goods caused by their use beyond that specified in point 3.4 above.

3.10. The Trader will not accept Goods returned to it by courier that have been sent without being placed in their original packaging or if the Goods are not complete.

3.11. The individual shall bear the direct costs of returning the Goods to the Trader in case of withdrawal from a distance contract.

3.12. The individual shall bear the risk of loss and/or damage resulting in a reduction in the value of the Goods until they are returned to the Trader.

3.13. The Trader shall not refund any amounts upon receipt of a statement of withdrawal from a distance contract until it has received the Goods back by courier at the address: s. Ravno Pole, Elin Pelin Municipality, ul. "Verila" No. 38, Office 1 Logistics, email address: [email protected], telephone 02 976 00 04, recipient: Panda Cooperative.

3.14. The following are excluded from the right to withdraw from a distance contract:

3.14.1. Goods made to order by the natural person or in accordance with their individual requirements.

3.14.2. Goods designated on the Platform as a Product on request.

3.14.3. Goods that are delivered disassembled and their installation/assembly/mounting has been performed.

3.14.4. Goods that are not displayed on the Platform.

3.14.5. Goods for which licenses have been activated, manufacturer/importer warranties have been registered, original operating systems, factory software components, and/or other computer programs with which the Goods were delivered by the Trader have been uninstalled.

3.14.6. Goods that are not in their factory packaging or parts of which are missing, as well as damaged, erased or torn serial numbers and/or warranty stickers.

3.14.7. Goods that are video and audio recordings, computer programs, games, and other types of software offered in digital format (on CD, DVD, download, activation codes, etc.).

3.14.8. Goods that are laptops and computers with an operating system installed by the Trader, which has replaced the factory operating system at the request of the natural person.

3.14.9. Goods that are configured to order for the individual with their chosen color, materials, dimensions, and accessories.

3.14.10. Amounts paid for Services that have already been consumed or received: transport, delivery, delivery, assembly, software installation, insurance policies taken out, additional guarantees purchased, etc.

3.15. If a natural person sends Goods by courier for return to the Trader due to withdrawal from a distance contract, for which any of the hypotheses in item 3.14 applies, the Trader shall have the right to refuse to accept the Goods from the courier or to accept the Goods and then return them to the natural person by courier to the sender's address at the expense of the natural person.

3.16. If the Goods from the exercised right of withdrawal from the distance contract do not fall under any of the scenarios in section 3.14, the Trader shall refund the amounts received within 14 (fourteen) days from the day following the day of receipt of the Goods in accordance with section 3.13.

3.17. Due to technical impossibility to use the same means of payment that the natural person used to make the initial transaction, the Trader shall refund the amounts under item 3.16 to a bank account specified by the natural person, as follows:

3.17.1. The refund of these amounts shall be free of charge for the natural person.

3.17.2. The Trader may not refund to the natural person the fees charged by the payment service operator, if such fees were charged when the order was initially paid to the Trader.

 

4. Execution of a distance contract

4.1. Upon receipt of the consent under item 2.5 from the natural person, the Trader shall confirm the conclusion of a distance contract by:

4.1.1. displaying a confirmation showing the terms of the order placed – for online orders through the Platform;

4.1.2. an electronic message by email or phone call with confirmation from the Trader showing the terms of the order placed – for distance contracts concluded by means of communication outside the Platform.

4.2. The natural person will be notified in a timely manner if the order cannot be confirmed by the Trader for the conclusion of a distance contract.

4.3. The performance of a distance contract concluded with the Trader shall commence as follows:

4.3.1. If the order is placed on a working day, during working hours, it shall be processed on the next working day and performed after its confirmation in accordance with clause 4.1.

4.3.2. If the order is placed on a non-working day or outside working hours, it shall be processed on the next working day or at the beginning of the next working week, respectively, and shall be executed after its confirmation in accordance with clause 4.1.

4.3.3. If the execution of the order is subject to advance payment of an amount, the processing of the order shall commence after its confirmation in accordance with clause 4.1, and its execution shall commence after the relevant amount has been received by the Trader through cash payment, bank card or bank transfer.

4.3.4. In case of cash on delivery payment, the processing and execution of the order shall commence after its confirmation in accordance with item 4.1.

4.3.5. For Goods marked as "Product on request" on the Platform, the processing and execution of the order shall commence after receipt of the express written consent of the natural person, confirmation in accordance with clause 4.1 by the Trader, and after the relevant amount for the advance payment has been received by the Trader in cash, by bank card, or by bank transfer.

4.4. After receiving the consent under item 2.5 from the natural person, a distance contract shall not be considered concluded:

4.4.1. if the Trader does not provide confirmation under item 4.1, or

4.4.2. if, despite the Trader's confirmation, the order cannot be fulfilled due to lack of availability or force majeure, or

4.4.3. If, by the date of receipt of the consent under item 2.5, the validity period of the Trader's offer has expired.

 

5. Delivery under the distance contract

5.1. The Trader uses its own transport or a courier to deliver Goods to individuals at addresses within the country where the courier provides delivery coverage.

5.2. Delivery of Goods shall be made to:

5.2.1. the exact delivery address specified by the individual;

5.2.2. the Courier's office, as agreed in advance with the Trader;

5.2.3. the commercial outlet Office 1 specified by the individual for the selected Click & Collect service.

5.3. The delivery period is in accordance with the terms of the distance contract concluded with the natural person and may not exceed 30 (thirty) days from the date of confirmation by the Trader under item 4.1, with the exception of Goods designated as "Product on request", which have a longer delivery time. When the Trader fails to deliver and hand over the Goods within the period specified in the distance contract or within the period specified in the transitional sentence, the natural person shall be entitled to request that the delivery of the Goods be made within an additional reasonable period and shall be entitled to terminate the distance contract if the Trader fails to deliver the Goods within the additional period.

5.4. The Trader or a representative of the courier shall notify the natural person if unforeseen circumstances arise that prevent the timely performance of the delivery.

5.5. All Goods shall be delivered to natural persons in their factory packaging or packaging appropriate to the type of Goods and the method of transport.

5.6. The costs of delivery of the Goods from the order shall be borne by the individual, unless they are covered by the Trader when the value of the order meets the Conditions for free delivery specified at https://www.office1.bg/info-delivery.

5.7. The risk of loss and/or damage to the Goods shall pass on to the individual at the moment when they or a third party designated by them, other than the courier or their representative, accepts the Goods.

5.8. The individual must inspect the packaging of the Goods at the time of delivery and handover by the courier. If any transport defects are found, such as damage, dents, tears, or crushing of the packaging of the Goods (box, package, pallet, stack, factory packaging, etc.), as well as torn/unsealed tape with the Office 1 logo, the individual should notify the Trader by immediately calling 02 976 00 04 and:

5.8.1. accept the Goods after presenting the transport defects to the courier by requesting a mutually signed damage report with a precise description of the defects, accompanied by clear and detailed photographs of the condition of the Goods at the time of delivery, or

5.8.2. refuse to accept the Goods.

5.9. If the natural person accepts the Goods but does not obtain a damage report signed by the courier in accordance with clause 5.8.1, the Goods shall be deemed to have been accepted by the natural person without transport defects and without comments, and therefore the Trader shall not satisfy such a complaint.

5.10. If the individual accepts the Goods and obtains a damage report signed by the courier in accordance with clause 5.8.1, the individual shall send the damage report with accompanying photos of the condition of the Goods to the following email address of the Trader: [email protected] and file a complaint in accordance with clause 8.1.

5.11. After a complaint has been filed in the cases under clause 5.10, the Trader shall apply the procedure under clause 8.3.1 to satisfy the complaint.

5.12. If the natural person refuses to accept the Goods in accordance with clause 5.8.2, at the Trader's discretion, the procedure under clause 8.2 for replacement of the Goods or the procedure under clause 3.17 for refund of the amount shall apply.

 

SECTION III. SALES IN OFFICE 1 RETAIL OUTLETS

 

6. Complaints in Office 1 retail outlets

6.1. After purchasing Goods in an Office 1 retail outlet, a natural person has the right to submit a complaint to the Trader, either verbally or in writing, under the statutory or commercial warranty for the Goods.

6.2. It is recommended that any complaint under 6.1 be submitted at the cash desk of the same Office 1 retail outlet where the Goods were purchased, and if this is not possible, it should be submitted in writing in accordance with the procedure under 8.1.

6.3. Complaints under item 6.1 shall be accepted during the working hours of the respective commercial outlet Office 1, specified at https://office1.bg/stores.

6.4. Upon receipt of a complaint under item 6.1, the Trader shall enter it in the sales management software and issue a document containing the date, the number under which the complaint is entered in the complaints register at the commercial outlet, the type of service, and the signature of the person who accepted the complaint.

6.5. The rules for warranties and complaints from Section IV "General Rules for Warranties and Complaints" of the General Terms and Conditions for Individuals also apply to Goods purchased on site at an Office 1 store.

6.6. If, after a purchase made on site at an Office 1 retail outlet, the Goods do not comply with the statutory warranty under the sales contract or no commercial warranty has been provided, individuals do not have the right to return the Goods and receive a refund.

6.7. When refunding an amount from a satisfied complaint under the statutory warranty for the Goods, the amount may be refunded in cash at the cash desk of the same Office 1 store where the Goods were purchased or by bank transfer in accordance with clause 3.17.

6.8. It is recommended that individuals inspect and test the Goods on site at the Office 1 store before purchasing them, as according to the law, when selling on site in a store, they do not have the right to withdraw from a distance contract under Article 50 of the Consumer Protection Act to return the Goods within 14 (fourteen) days of the date of receipt, without giving a reason and without owing compensation, penalties, or expenses.

6.9. If a natural person places an order for Goods that are not available in the Office 1 commercial outlet, prepays the sale price and requests that the Goods be delivered to an address specified by them, the sale shall be deemed a concluded distance contract.

 

SECTION IV. GENERAL RULES FOR WARRANTIES AND COMPLAINTS

 

7. Legal warranty

7.1. A natural person has the right to complain about any non-conformity of the Goods with the contract when, after delivery, during the initial inspection or during storage, installation, testing, or operation, discrepancies with the sales contract are discovered in accordance with the Law on Provision of Digital Content and Digital Services and Sale of Goods („LPDCDSSG“) for consumers ("statutory warranty").

7.2. The Trader guarantees that the Goods offered by it comply with the specifications and characteristics listed in the description of the Goods on the Platform or in the offer to conclude a distance contract and meet the reasonable requirements and/or expectations for usability and/or reliability that are normal for goods of the same type.

7.3. The statutory warranty applies only to natural persons who are consumers within the meaning of the Consumer Protection Act (CPA) and Law on Provision of Digital Content and Digital Services and Sale of Goods („LPDCDSSG“) and therefore the application of the statutory warranty is governed by Chapter Three of the LPDCDSSG and related Bulgarian legislation.

7.4. The natural person has the right to complain in accordance with Chapter Four of the LPDCDSSG in relation to the non-conformity of the Goods with the sales contract when, after delivery, upon first inspection or during storage, installation, testing or operation, non-conformities with the distance contract are found.

7.5. Complaints about Goods under the statutory warranty may be submitted to the Trader within 2 (two) years from the date of delivery of the Goods.

7.6. Complaints about Goods under the statutory warranty containing digital elements within the meaning of the LPDCDSSG may be lodged within:

7.6.1. 2 (two) years from the delivery of the Goods and the provision of the digital content or digital service, where the sales contract provides for a one-time provision of digital content or digital service.

7.6.2. 2 (two) years from the delivery of the Goods and the commencement of the continuous provision of the digital content or digital service, where the sales contract provides for the continuous provision of the digital content or digital service over a period of time.

7.6.3. the period of time during which the digital content or digital service must be provided under the sales contract, where it provides for the continuous provision of digital content or digital service for a period longer than 2 (two) years.

7.7. The time limits under item 7.6 shall be suspended during the time necessary to bring the Goods, including Goods containing digital elements, into conformity.

 

8. Complaints under statutory warranty

8.1. Complaints under the statutory warranty for non-conformity of Goods shall be submitted to the Trader verbally or in writing (in the case of sales from a commercial outlet Office 1) and in writing (in the case of distance contracts) by electronic message to the Trader's email address for complaints: [email protected]. For this purpose, the natural person shall specify the subject of the complaint, the amount claimed, their address, contact details, and attach to the complaint all evidence on which the complaint is based:

8.1.1. a cash register receipt or invoice for the purchase of the Goods.

8.1.2. evidence directly related and relevant to the Goods regarding the circumstances of the complaint: clear and detailed photos and/or videos showing the non-conformity of the Goods.

8.1.3. opinions from competent public authorities, protocols, acts, or other documents establishing the non-conformity of the Goods and establishing the claim on its merits and amount.

8.2. Upon receipt of the complaint and the evidence under item 8.1, the Trader may, at its discretion:

8.2.1. require the natural person to send the Goods subject to the complaint back to the Trader by courier to the address under item 5.13, or

8.2.2. replace the Goods subject to complaint by sending them at its own expense by courier to the address specified by the natural person, without the need to receive the Goods subject to complaint back.

8.3. Upon receipt of the Goods subject to complaint in accordance with item 8.2.1, the Trader may:

8.3.1. satisfy the complaint, as a result of which it shall bring the Goods into conformity by:

8.3.1.1. repairing the Goods at its own expense and sending them back by courier to the natural person at the Trader's expense or at its own discretion.

8.3.1.2. replacing the Goods subject to the complaint with the same and sending them back by courier to the natural person at the expense of the Trader.

8.3.2. reject the complaint, as a result of which the Trader shall send the Goods subject to the complaint back by courier to the natural person at the expense of the natural person.

8.4. If the complaint is satisfied, the Goods shall be brought into conformity with the legal warranty by repair or replacement by the Trader free of charge for the natural person within 1 (one) month from the receipt of the Goods by the Trader in accordance with clause 3.13.

8.5. The costs of courier delivery for the initial receipt of the Goods from the complaint by the Trader shall be borne by the natural person but shall be reimbursed by the Trader if the complaint is satisfied, otherwise they shall remain at the expense of the natural person.

8.6. If it is impossible to replace the Goods in accordance with clause 8.3.1.2, the Trader may offer to send by courier replacement Goods that are similar or identical in characteristics and purpose to the Goods subject to the complaint. If the individual agrees to the replacement, the Trader shall send the replacement Goods by courier at the Trader's expense. If the individual does not agree to the replacement, the Trader shall refund the amounts paid in accordance with clause 3.17.

8.7. The Trader may refuse to bring the Goods subject to the complaint into conformity if the repair/replacement of the Goods subject to the complaint is impossible or would entail disproportionate costs for the Trader, taking into account all circumstances, including: the value that the Goods would have if there were no lack of conformity and the significance of the lack of conformity of the Goods. In such cases, the Trader shall replace the Goods subject to complaint or refund the amounts paid.

8.8. In the event of non-conformity of Goods with long-term use and Goods containing digital elements, the Trader shall be entitled to make a second attempt to bring the Goods into conformity within the statutory warranty period.

8.9. The Trader shall not be liable for deleted information and lost data when repairing/replacing the Goods under complaint, requiring reinstallation of software, reinstallation of the operating system, or restoration of factory settings.

8.10. When satisfying a complaint under item 8.3.1, the Trader is obliged to draw up a written document in two copies and to hand one of them over to the natural person.

 

9. Commercial warranty

9.1. A commercial warranty is any obligation undertaken by the manufacturer or the Trader in addition to its obligations under the statutory warranty (to ensure that the Goods comply with the sales contract, to refund the amount paid or to repair or replace the Goods) to provide another type of service for the Goods when they do not meet the specifications or any other requirements specified in the application for the provision of the commercial guarantee ("Commercial Guarantee").

9.2. The Commercial Guarantee is binding on the Trader in accordance with the terms and conditions specified in the application for the provision of a commercial guarantee and in the advertisement for it (if applicable), and the performance of the Trader's obligations under the commercial guarantee does not entail any costs for the natural person.

9.3. The Commercial Guarantee from the Trader shall be provided in writing by means of a guarantee card completed by the Trader or on another accessible durable medium: in the description of the Goods on the Platform or in the Trader's offer to conclude a distance contract.

9.4. A commercial warranty from the manufacturer or the Trader may only be applicable to certain countries and may have different terms of applicability for natural and legal persons, where this is mentioned in the application for the provision of the commercial warranty.

9.5. If a commercial warranty from the manufacturer or the Trader is provided for a given Goods and the term of the commercial warranty is longer than the statutory warranty, the complaint may be filed until the expiry of the longer term of the commercial warranty in accordance with its terms and conditions.

9.6. The term of the commercial warranty shall commence on the date of sale specified in the cash register receipt or invoice for the purchase of the Goods.

9.7. The terms, scope, and applicability of the commercial warranty for the Goods are specified in the commercial warranty application, which may be in the form of a warranty card issued by the manufacturer or the Trader, in another appropriate manner on a durable medium, or in an advertisement.

9.8. A claim under a commercial warranty shall be made in accordance with the terms, scope, and applicability of the commercial warranty application to:

9.8.1. the manufacturer of the Goods – if the factory packaging of the Goods contains a warranty card for a commercial warranty provided by the manufacturer.

9.8.2. the manufacturer of the Goods – if, for an additional fee, an extended commercial warranty has been activated, supplementing the standard term of the commercial warranty provided by the manufacturer.

9.8.3. the Trader – if, upon the sale or delivery of the Goods, a commercial warranty card provided by the Trader and completed by the Trader has been handed over.

9.8.4. The Trader – if the description of the Goods on the Platform specifies a commercial warranty period provided by the Trader.

9.8.5. The Trader – if, for an additional fee, an extended commercial warranty has been activated, supplementing the standard term of the commercial warranty provided by the Trader.

9.9. A complaint about Goods under a commercial warranty provided by the Trader shall be submitted to the Trader in accordance with clause 8.1 and shall be handled by the Trader in accordance with clauses 8.2 - 8.6, but always in compliance with the obligations undertaken by the Trader in the application for the provision of the commercial warranty.

9.10. Complaints about Goods under a commercial warranty provided by the Trader shall not be satisfied in any of the following cases:

9.10.1. In case of chemical, thermal, mechanical, or other harmful impact on the Goods.

9.10.2. In case of damage resulting from natural disasters, vandalism, theft, etc.

9.10.3. In case of loads on the Goods exceeding the permissible values specified by the manufacturer.

9.10.4. In case of damage resulting from subsequent transportation of the Goods or improper storage (e.g., stored and/or used outdoors, in damp rooms, rooms without ventilation, or other unsuitable climatic conditions).

9.10.5. When the Goods are used outside the normal use of such goods.

9.10.6. In case of damage resulting from negligence, improper use or improper maintenance.

9.10.7. In case of damage resulting from failure to follow the manufacturer's instructions for installation/assembly/mounting of the Goods.

9.10.8. In case of damage resulting from repair of the Goods by persons not authorized by the Trader.

 

10. Unsatisfactory complaint

10.1. The Trader has the right not to satisfy a complaint under a legal or commercial warranty when the Trader has established any of the following circumstances for the Goods subject to the complaint:

10.1.1. Damage/defects due to changes made to the Goods by a person not authorized by the Trader.

10.1.2. Damage/defects due to software installed by a person not authorized by the Trader.

10.1.3. Damage/defects due to improper use of software for using the Goods.

10.1.4. Damage/defects due to the use of poor-quality and/or non-original consumables, non-original adapters and accessories not approved by the manufacturer of the Goods.

10.1.5. Damage/defects due to improper installation/assembly/mounting of Goods delivered by the Trader in disassembled condition without having been assembled by the Trader, unless such damage/defects are due to omissions in the installation instructions provided by the Trader.

10.1.6. Damage/defects due to mechanical impact, leakage, impact, poor storage, contaminated environment, exposure to natural influences, including direct sunlight, high humidity, excessively low and/or high temperatures, penetration of liquids, moisture, food, beverages, insects, plants, objects, electric shock, and other factors beyond the limits of normal use or proper use of the Goods.

10.1.7. Damage/defects due to improper transportation, storage, use, and maintenance of the Goods and/or the use of inappropriate, incompatible, or unlicensed software, including as a result of unauthorized modifications to the embedded software.

10.1.8. Discrepancies between the data in the Goods' documentation, including replaced, altered, or erased product, serial, and IMEI numbers.

10.1.9. Broken warranty stickers, seals, and factory labels and/or established attempts to modify the Goods and/or if the Goods have been opened, disassembled, or an attempt has been made to repair or modify them by a person not authorized by the Trader.

10.1.10. Presence of software protection that prevents the diagnosis and/or warranty service of the Goods (user account password, BIOS password, operating system password, etc.).

10.2. If any of the circumstances specified in item 10.1 are covered by a commercial warranty for the Goods, the Trader shall fulfill its obligation to satisfy the complaint in accordance with item 9.9.

10.3. Except for the cases under item 10.2, the Trader may satisfy the complaint against advance payment of additional fees for repair/replacement of the Goods subject to the complaint.

 

11. Complaints about poor installation

11.1. In cases where the Trader performs installation/assembly/mounting of the Goods, the natural person has the right to file a complaint for poor-quality or incomplete installation within 30 (thirty) days from the date of acceptance of the installation, certified by a mutually signed protocol for the installation performed.

11.2. A complaint for poor-quality or incomplete installation shall be submitted to the Trader in accordance with clause 8.1 and shall be handled by the Trader in accordance with clauses 8.2 - 8.6.

 

12. Dispute resolution

12.1. Disputes between the Trader and natural persons within the meaning of these General Terms and Conditions regarding online sales made through a distance contract concluded by means of communication shall be resolved primarily by mutual agreement, given unequivocally in written correspondence exchanged between the parties (preferably by email).

12.2. If no mutual agreement is reached to resolve the dispute in accordance with clause 12.1, the dispute may be referred by either party to the following alternative dispute resolution (ADR) body between traders and consumers in the Republic of Bulgaria - General Conciliation Commission to the Consumer Protection Commission, based in Sofia and operating in Sofia, Sofia Province, Kyustendil Province, and Pernik Province, website kzp.bg, e-mail: [email protected], address: Sofia 1000, 1 Vrabcha Street, floors 3, 4, and 5, tel. 02/ 9330 517.

12.3. The conciliation proceedings before the ADR body under item 12.2 are free of charge for the parties, no fee is payable for the examination of the dispute, and the Bulgarian language is used for the submission of complaints and for the conduct of the conciliation proceedings. Disputes shall be examined in absentia based on the documents, evidence, expert opinions, and statements of the parties provided. The conciliation proceedings shall be conducted in writing and shall end with a written conciliation proposal for resolving the dispute between the parties, which is non-binding. Once the proposal has been approved by both parties, it shall have the force of an agreement between them.

12.4. If no mutual agreement is reached to resolve the dispute under clause 12.1, the dispute may be referred by either party to the online dispute resolution (ODR) platform ec.europa.eu, where the same dispute resolution body under clause 12.2 of these General Terms and Conditions should be selected - General Conciliation Commission to the Consumer Protection Commission, which has the competence to examine disputes on applications or complaints received through the ODR electronic platform, including cross-border disputes and cases where the consumer does not have a permanent address in the Republic of Bulgaria.

 

These Consumer Terms were adopted on 20.02.2023.

APPENDIX No. 1 – Information on exercising the right of withdrawal

APPENDIX No. 2 – Standard withdrawal form

GENERAL TERMS AND CONDITIONS OF SALE TO LEGAL ENTITIES

 

SECTION I. GENERAL PROVISIONS

 

1.1. Scope
These General Terms and Conditions for Sales to Legal Entities ("General Terms and Conditions for Legal Entities") govern the commercial sale of goods and/or services by Office 1 between the trader and customers who are not consumers within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and the Sale of Goods. The General Terms and Conditions for Legal Entities apply to commercial sales to legal entities made on site at an Office 1 commercial outlet or in connection with the conclusion of a distance commercial sales contract by means of communication.

 

1.2. Trader
The Office 1 chain of stores is managed and operated by Panda Cooperative, UIC: 000885099 (the "Trader") with its registered office and address for business in Sofia, Mladost district, Tsarigradsko Shose Blvd. No. 139 (Central Office), national contact telephone number: 02 976 00 06, customer service email addresses: [email protected] and [email protected], Head Office working hours: 09:00 a.m. – 06:00 p.m.

 

1.3. Office 1 retail outlets
The retail outlets of the Office 1 chain are located throughout the country and are listed at https://office1.bg/stores. Office 1 retail outlets are operated by the Trader or other legal entities under franchise agreements (franchisors), which is why the Trader's franchisors are accepted by legal entities as independent legal entities that are not bound by the General Terms and Conditions of Sale to Legal Entities.

 

1.4. Entry into force
1.4.1. These General Terms and Conditions for Legal Entities shall enter into force on March 7, 2024, namely 30 (thirty) days after their public announcement on the Platform www.office1.bg and shall replace in full the general terms and conditions published on https://office1.bg/terms-and-conditions in the Legal Entities section of the Platform.
1.4.2. After the expiry of the term under item 1.4.1, the Trader shall apply these General Terms and Conditions for Legal Entities to every sale of goods and/or services from Office 1 to all legal entities for which there is no inapplicability under point 1.8 below.

 

1.5. Changes
1.5.1. In the event of changes to the General Terms and Conditions for Legal Entities, the Trader shall provide the single text of the new General Terms and Conditions for Legal Entities by publishing it at www.office1.bg and sending it on the same day as a link with a message to the email address provided by the legal entity during a previous purchase of Goods and/or Services from Office 1. The means of electronic communication specified in the previous sentence shall be accepted by legal entities as an appropriate way of announcing the information about the change in the General Terms and Conditions for Legal Entities, which provides the legal entity with the opportunity to familiarize itself with their content.
1.5.2. If the Trader does not have an email address for the legal entity, the notification of changes to the General Terms and Conditions for Legal Entities shall be deemed to have been delivered on the date on which the Trader provides the single text of the new General Terms and Conditions for Legal Entities by publishing it at www.office1.bg
1.5.3. The changes to the General Terms and Conditions for Legal Entities shall enter into force 30 (thirty) days after the date of provision by the Trader of the single text of the new General Terms and Conditions for Legal Entities in accordance with point 1.5.1 above. The changes shall not apply to contracts concluded between the Trader and legal entities prior to the change in the General Terms and Conditions for Legal Entities.

 

1.6. Terms used
Legal entity: a customer who is not a consumer within the meaning of the Consumer Protection Act and the Act on the Provision of Digital Content and Digital Services and the Sale of Goods
The Platform: the Trader's online store with the domain www.office1.bg, where legal entities registered with an account can create online orders for the purchase of Goods and/or Services under the terms of distance selling
Goods: all goods and products from the Trader's portfolio, published on the Platform as available and/or offered by the Trader
Product on request: a product published on the Platform that is not kept in stock or in the Trader's warehouse, its delivery takes longer, and its sale is subject to the prior fulfillment of certain conditions by the legal entity - advance prepayment and creation of an online order through the Platform or confirmation of the order in writing
Goods on credit: Goods for which the Trader has provided the legal entity with deferred or installment payment
Services: transportation, delivery, distribution, and installation of Goods, services from the Copy & Print Center section of the Services section of the Platform, and any other services provided by the Trader other than intermediary services for third parties for the collection of payments of taxes, fees, bills, and transfers from the Cash Point sector at an Office 1 commercial outlet
Distance selling: any sale of Goods and/or Services made by the Trader to a legal entity through means of distance communication
Means of communication:
1) call 02 976 00 06
2) written correspondence via the chat section of www.office1.bg
3) written correspondence via the Office 1 Bulgaria Facebook page https://bg-bg.facebook.com/OFFICE1BG/
4) written correspondence by email between legal entities and representatives of the Trader
5) online order via the Platform by a legal entity with a registered account on it
6) written correspondence via chat applications (Viber, WhatsApp, etc.)
Return of goods purchased through distance selling: the right of the legal entity to return to the Trader goods purchased through distance selling in the cases provided for in the General Terms and Conditions for Legal Entities
Purchase on site at an Office 1 commercial outlet: purchase at the cash desk of an Office 1 commercial outlet listed at https://office1.bg/stores
Courier: a company providing courier services in the country for the delivery of goods to a specified address
Form for returning goods purchased through distance selling: Appendix No. 1 to the General Terms and Conditions for Legal Entities
Force majeure: an unforeseen or unavoidable event of an extraordinary nature that occurred during or after a sale to legal entities

 

1.7. Personal data
The Trader processes all personal data collected from contact persons of legal entities in accordance with the Personal Data Protection Act, Regulation (EU) 2016/679 for the purposes and the adopted Personal Data Privacy Policy, publicly available at https://office1.bg/privacy-policy.

 

1.8. Inapplicability
The general terms and conditions of sale to legal entities do not apply to sales by the Trader to:
1) legal entities and sole traders, when the Goods and/or Services are performed by the Trader based on a concluded contract, which does not provide for the applicability of the General Terms and Conditions of Sale to legal entities
2) contracting authorities under the Public Procurement Act, when the Goods and/or Services are performed by the Trader based on a concluded contract for the award of a public contract
3) legal entities and sole traders, when the Goods and/or Services are provided by the Trader based on a contract concluded for wholesale commercial sale for resale to end customers
4) legal entities that have concluded a franchise agreement with the Trader.

 

SECTION II. DISTANCE COMMERCIAL SALES

 

2. Conclusion of a distance commercial sales contract

2.1. A distance sales contract is any sale of Goods and/or Services made by the Trader to a legal entity through means of communication in a contractual relationship.

2.2. Before the Trader and the legal entity are bound by a concluded distance commercial sales contract, the Trader is obliged, after using the means of communication, to provide the legal entity with the following pre-contractual information in a clear and comprehensible manner on a durable medium:

2.2.1. The main characteristics and nature of the Goods and/or Services included in the distance commercial sale offer
2.2.2. The Trader's details: name, registered office and address, telephone number, email address
2.2.3. The final price of the Goods and/or Services in Bulgarian leva or euros without VAT and with VAT included, including all additional costs for transport, delivery, distribution, and/or installation payable by the legal entity
2.2.4. The terms of payment, delivery, performance, and the date on which the Trader undertakes to deliver the Goods or perform the Services (or the deadline, if an exact date cannot be determined)

2.3. The Trader's offer for the sale of Goods and/or Services sent to a legal entity for the purpose of concluding a distance commercial sales contract is binding on the Trader as regards the content and terms of validity of the offer.

2.4. Each distance sales contract is concluded between the Trader and a legal entity using the means of communication specified in the General Terms and Conditions for Legal Entities.

2.5. Any distance selling contract shall be deemed validly concluded and binding on the parties once the Trader has received acceptance of the offer to sell Goods and/or Services from the legal entity, such acceptance being mandatory in writing for:
2.5.1. Goods marked as "Product on request" on the Platform
2.5.2. Goods manufactured to order for the legal entity or in accordance with its individual requirements
2.5.3. Goods that are not displayed on the Platform

2.6. Upon acceptance of the offer under item 2.5, the legal entity agrees to accept and pay the full value of the Goods and/or Services from the Trader's offer to conclude a distance commercial sale contract.

 

3. Right to return goods under a distance commercial sale

3.1. A legal entity has the right to return, without owing compensation or penalty and without incurring any costs, except for the direct costs of return by courier, any Goods purchased from the Trader in a distance sale that has not been unpacked from their factory packaging, is complete and has not been used, with the exception of:

3.1.1. Goods manufactured to order for the legal entity or in accordance with its individual requirements
3.1.2. Goods designated on the Platform as "Product on request"
3.1.3. Goods that are delivered disassembled and their installation/assembly/mounting has been performed
3.1.4. Goods that are not displayed on the Platform
3.1.5. Goods for which licenses have been activated, manufacturer/importer warranties have been registered; original operating systems, factory software components, and/or other computer programs with which the Goods were delivered by the Trader have been uninstalled
3.1.6. Goods that are not in their original packaging or parts of which are missing, as well as damaged, erased or torn serial numbers and/or warranty stickers
3.1.7. Goods that are video and audio recordings, computer programs, games, and other types of software offered in digital format (on CD, DVD, download, activation codes, etc.)
3.1.8. Goods that are laptops and computers with an operating system installed by the Trader, which has replaced the factory one at the request of the legal entity
3.1.9. Goods that are configured to order by the legal entity with its chosen color, materials, dimensions, and accessories
3.1.10. Amounts paid for Services that have already been consumed or received: transport, delivery, distribution, assembly, software installation, insurance policies taken out, additional guarantees purchased, etc.

3.2. The deadline for returning the Goods under item 3.1 is 30 (thirty) days and starts from:
3.2.1. the day when the legal entity or a third party other than the carrier accepted the delivery of the Goods from the order, or
3.2.2. the day on which the legal entity or a third party designated by the carrier accepted delivery of the last Goods from the order – when the legal entity has ordered multiple goods in a single order, which are delivered separately; or
3.2.3. the day on which the legal entity or a third party other than the carrier has accepted delivery of the Goods from the last batch or part of the order – in the case of delivery of Goods consisting of multiple batches or parts.

3.3. A legal entity has the rights under item 3.1 and when the Goods are provided by the Trader on credit within the meaning of the General Terms and Conditions for Legal Entities.

3.4. Before purchasing the Goods from a distance sale, the legal entity is obliged to make its own assessment and research whether the selected Goods meet their requirements for product type, color, materials of manufacture, functionality, purpose, quality, etc., and whether the Goods will be compatible with other Goods, software, or systems used by the legal entity.

3.5. The Trader shall not accept the return of Goods sold at a distance if they fall below the exceptions in point 3.1 or if the reason for the return is mentioned in point 3.4.

3.6. The return of Goods under a distance commercial sale may be made by the legal entity by sending a statement to the following email address of the Trader: [email protected] in the form of a completed Return Form for Goods under a Distance Commercial Sale.

3.7. The legal entity shall send the Goods for return to the Trader by courier as soon as possible, but within 14 (fourteen) days from the day following the day of sending the complete Distance Selling Return Form to the Trader by email.

3.8. The legal entity shall return the Goods to the Trader with all original and manufacturing packaging, documentation, license stickers, durable media, and accessories in their original condition and without any damage to their commercial appearance.

3.9. The legal entity shall bear the direct costs of returning the Goods to the Trader.

3.10. The legal entity shall bear the risk of loss and/or damage resulting in a reduction in the value of the Goods until they are returned to the Trader.

3.11. Upon receipt of a completed Return Form for goods sold at a distance, the Trader shall not refund the amounts paid until it receives the Goods back by courier at the address: s. Ravno Pole, Elin Pelin Municipality, ul. "Verila" No. 38, Office 1 Logistics, email address: [email protected], telephone: 02 976 00 04, recipient: Panda Cooperative.

3.12. If a legal entity sends by courier for return to the Trader Goods that have been unpacked from their factory packaging, are not complete, have been used, or fall under the exceptions in point 3.1, the Trader has the right to refuse to accept the Goods from the courier or to accept the Goods and then return them to the legal entity by courier to the sender's address at the expense of the legal entity.

3.13. If the Goods have not been unpacked from their factory packaging, are complete, have not been used, and do not fall under the exceptions in section 3.1, the Trader shall refund the amounts received within 14 (fourteen) days from the day following the day of receipt of the Goods in accordance with point 3.11.

3.14. The Trader shall refund the amounts under point 3.13 to the bank account specified by the legal entity, as follows:
3.14.1. The refund of these amounts shall be free of charge for the legal entity
3.14.2. The Trader may not refund to the legal entity the fees added by the payment service operator, if such fees were charged when the order was initially paid to the Trader.

 

4. Performance of a distance commercial sales contract

4.1. After acceptance of the offer under item 2.5 by the legal entity, the Trader shall confirm the conclusion of the distance commercial sales contract by:
4.1.1. displaying a confirmation showing the terms of the order placed – for online orders through the Platform
4.1.2. an electronic message by email or telephone call with confirmation from the Trader showing the terms of the order placed – for distance sales contracts concluded by means of communication outside the Platform.

4.2. The legal entity will be notified in a timely manner if the order cannot be confirmed by the Trader for the conclusion of a distance commercial sales contract.

4.3. The performance of a distance commercial sales contract concluded with the Trader shall commence as follows:
4.3.1. If the order is placed on a working day, during working hours, it shall be processed on the next working day and executed after its confirmation in accordance with clause 4.1.
4.3.2. If the order is placed on a non-working day or outside working hours, it shall be processed on the next working day, or at the beginning of the next working week, and shall be executed after its confirmation in accordance with clause 4.1.
4.3.3. If the execution of the order is subject to advance payment of an amount, the processing of the order shall commence after its confirmation in accordance with clause 4.1, and its execution shall commence after the relevant amount has been received by the Trader through cash payment, bank card, or bank transfer.
4.3.4. In case of cash on delivery payment, the processing and execution of the order shall commence after its confirmation in accordance with section 4.1.
4.3.5. For Goods marked as "Product on request" on the Platform and for Goods manufactured to order for a legal entity or in accordance with its individual requirements, the processing and execution of the order shall commence after written acceptance of the offer in accordance with clause 2.5, confirmation in accordance with section 4.1 by the Trader, and after the relevant advance payment has been received by the Trader in cash, by bank card, or by bank transfer.

4.4. After acceptance of the offer in accordance with clause 2.5 by the legal entity, the distance sales contract shall not be deemed concluded:
4.4.1. if the Trader does not provide confirmation in accordance with clause 4.1, or
4.4.2. if, despite the Trader's confirmation, the order cannot be fulfilled due to lack of availability or force majeure, or
4.4.3. If, by the date of receipt of the acceptance of the offer under clause 2.5, the validity period of the Trader's offer has expired.

4.5. In the event of a delay by the legal entity in paying an invoice for goods delivered by the Trader after the expiry of the payment deadline, the Trader shall be entitled to a penalty of 0.5% of the amount due for each day of delay until the final payment of the amount due.

4.6. When, after acceptance of the offer under clause 2.5, goods from the legal entity's order cannot be delivered by the Trader on the agreed delivery date due to the legal entity's inability to arrange for their receipt at the delivery address or due to the inability to access the relevant premises/floor/room from the place of delivery through no fault of the Trader, the undelivered goods shall remain in storage at the Trader's warehouse until the date of their actual delivery and:

4.6.1. The Trader shall not charge storage fees for the uncollected goods during the storage period of up to 10 (ten) days after the originally agreed delivery date.
4.6.2. The goods not received shall be treated by the Trader and the legal entity as delivered, because of which the Trader shall be entitled to issue an invoice for the value of the goods not received and an invoice for storage during the storage period from the 11th day until the date of their actual delivery.

4.7. When the order contains printing services (production of company stamps, production of advertising materials, branding, etc.):
4.7.1. The legal entity is obliged to review the pre-print project prepared by the Trader for approval and, if necessary, to give precise instructions for correction, and the Trader, for its part, undertakes to make the correction in strict compliance with the instructions.
4.7.2. The Trader shall perform up to 2 (two) corrections to 1 (one) pre-print project at its own expense, and any subsequent corrections shall be at the expense of the legal entity, regardless of the reasons for their necessity.
4.7.3. The images of products included in each pre-print project prepared by the Trader are provided by the manufacturer and are for illustrative purposes only. It is possible that the images of products in the pre-print project may create a false impression of the actual colors of the product due to differences in the calibration (brightness, contrast, and gamma) of the monitor or display used, leading to changes in color reproduction. The Trader is not responsible and will not honor complaints based on discrepancies between the colors in the pre-print project and the colors of the products after printing, insofar as the Trader has not deviated significantly from the color of the product in the pre-print project when selecting the product for printing.
4.7.4. The Trader shall not be liable and shall not fulfill at its own expense any complaints for printing services already performed due to errors and inaccuracies in the pre-print design that has received the written approval of the legal entity, provided that the Trader has not deviated significantly from pre-print design.

 

5. Delivery under a distance selling contract

5.1. The Trader uses its own transport or a courier to deliver Goods to legal entities at addresses within the country where the courier has delivery coverage.

5.2. Delivery of Goods shall be made to:
5.2.1. the exact delivery address specified by the legal entity
5.2.2. the Courier's office, as agreed in advance with the Trader
5.2.3. the commercial outlet Office 1 specified by the legal entity for the selected Click & Collect service

5.3. The delivery time is in accordance with the terms of the distance sales contract concluded with the legal entity.

5.4. The Trader or a representative of the courier shall notify the legal entity if unforeseen circumstances arise that prevent the timely delivery.

5.5. All Goods shall be delivered to legal entities in their factory packaging or packaging appropriate to the type of Goods and the method of transport.

5.6. The costs of delivery of the Goods from the order shall be borne by the legal entity, unless they are borne by the Trader when the value of the order meets the Conditions for free delivery specified at https://www.office1.bg/info-delivery

5.7. The risk of loss and/or damage to the Goods shall pass to the legal entity at the moment when it or a third party designated by it, other than the courier or its representative, accepts the Goods.

5.8. The legal entity must inspect the packaging of the Goods at the time of delivery and handover by the courier. If any transport defects are found, such as damage, dents, tears, or crushing of the packaging of the Goods (box, package, pallet, stack, factory packaging, etc.), as well as torn/unsealed tape with the Office 1 logo, the legal entity shall notify the Trader by immediately calling 02 976 00 04 and:

5.8.1. accept the Goods after presenting the transport defects to the courier by requesting a mutually signed damage report with a precise description of the defects, accompanied by clear and detailed photographs of the condition of the Goods at the time of delivery, or
5.8.2. refuse to accept the Goods.

5.9. If the legal entity accepts the Goods but does not obtain a damage report signed by the courier in accordance with clause 5.8.1, the Goods shall be deemed to have been accepted by the legal entity without transport defects and without comments, and therefore the Trader shall not satisfy such a complaint.

5.10. If the legal entity accepts the Goods and has obtained a damage report signed by the courier in accordance with clause 5.8.1, the legal entity shall send the damage report with accompanying photos of the condition of the Goods to the following email address of the Trader: [email protected] and file a complaint in accordance with clause 7.1.

5.11. After a complaint has been filed, in the cases under clause 5.10, the Trader shall apply the procedure under clause 7.5.1 to satisfy the complaint.

5.12. If the legal entity refuses to accept the Goods in accordance with clause 5.8.2, at the Trader's discretion, the procedure under clause 7.5.1.2 shall apply for the replacement of the Goods or the procedure under clause 3.14 for the refund of the amount.

5.13. When the goods from the order are delivered on pallets, the Trader shall note in the consignment note the courier service "return packaging" and:

5.13.1. the legal entity shall be obliged to return the pallets to the Trader at the time of delivery of the goods by handing them over directly to the courier, or

5.13.2. the legal entity may retain the pallets but undertakes to pay the Trader their value according to the Trader's current price list, depending on the type of pallets used for delivery.

 

SECTION III. SALES IN OFFICE 1 RETAIL OUTLETS

 

6. Complaints in Office 1 retail outlets

6.1. After purchasing Goods in an Office 1 retail outlet, a legal entity has the right to submit a written complaint to the Trader for defects under item 7.1 or under a commercial warranty.

6.2. Any complaint under 6.1 shall be submitted at the cash desk of the same Office 1 retail outlet where the Goods were purchased or in writing in accordance with point 7.1 below.

6.3. Complaints under point 6.1 shall be accepted during the working hours of the relevant Office 1 commercial outlet, as specified at https://office1.bg/stores.

6.4. Upon receipt of the complaint under item 6.1, the Trader shall enter it into the sales management software by noting the date of the complaint, the complaint number, the Goods, and the subject of the complaint.

6.5. The rules for warranties and complaints from Section IV "General Rules for Warranties and Complaints" of the General Terms and Conditions for Legal Entities also apply to Goods purchased from an Office 1 store.

6.6. Legal entities are not entitled to return the Goods and receive a refund of the amounts paid if, after purchasing them at an Office 1 retail outlet:
6.6.1. The Goods have no defects that significantly reduce their price or their suitability for normal use (unless the defects were known to the legal entity at the time of sale) or
6.6.2. The Goods have been unpacked from their factory packaging, are not complete, have been used, or fall under the exceptions in point 3.1.

6.7. In the event of a refund of the purchase price of the Goods at the Office 1 retail outlet, the legal entity may receive the refund in cash at the cash desk of the same Office 1 retail outlet where the Goods were purchased or by bank transfer in accordance with 3.14.

6.8. It is recommended that legal entities review and test the Goods on site at the Office 1 retail outlet before purchasing them, as according to the law, legal entities do not have the right of consumers to withdraw from a distance contract under Article 50 of the Consumer Protection Act to return the Goods within 14 (fourteen) days of the date of receipt without giving a reason and without owing compensation, penalties, or expenses.

6.9. If a legal entity places an order for Goods that are not available in the Office 1 store, prepays their sale price, and wishes to have the Goods delivered to an address specified by it, the sale shall be deemed a concluded distance commercial sale contract.

 

SECTION IV. GENERAL RULES FOR WARRANTIES AND COMPLAINTS

 

7. Complaints about defects

7.1. In the event that the Goods have defects that significantly reduce their price or their suitability for normal use (unless the defects were known to the legal entity at the time of sale), the legal entity has the right to submit a written complaint to the Trader by electronic message to the Trader's email address for complaints: [email protected].

7.2. In any case of sale from an Office 1 commercial outlet or under a distance commercial sales contract, a legal entity has the right under item 7.1 within 30 (thirty) days from:
7.2.1. the day on which the legal entity or a third party other than the carrier accepted delivery of the Goods from the order, or
7.2.2. the day on which the legal entity or a third party other than the carrier has accepted delivery of the last Goods from the order – where the legal entity has ordered multiple goods in a single order that are delivered separately; or
7.2.3. the day on which the legal entity or a third party other than the carrier has accepted delivery of the Goods from the last batch or part of the order – in the case of delivery of Goods consisting of multiple batches or parts.

7.3. In its complaint under item 7.1, the legal entity shall specify the subject of the complaint, the amount claimed, the address, contact details, and attach to the complaint all evidence on which the complaint is based:
7.3.1. a cash register receipt or invoice for the purchase of the Goods
7.3.2. evidence directly related and relevant to the Goods regarding the circumstances of the complaint: clear and detailed photographs and/or videos showing that the Goods have defects that significantly reduce their price or their suitability for normal use
7.3.3. opinions from competent public authorities, protocols, acts, or other documents establishing the defects of the Goods and establishing the claim on its merits and amount.

7.4. Upon receipt of the complaint and evidence under item 7.3, the Trader may, at its discretion:
7.4.1. require the legal entity to return the Goods subject to the complaint to the Trader by courier to the address under item 3.11, or
7.4.2. replace the Goods subject to a complaint by sending them at its own expense by courier to the address specified by the legal entity, without the need to receive the Goods subject to complain back.

7.5. Upon receipt of the Goods subject to complaint in accordance with clause 7.4.1, the Trader may:
7.5.1. satisfy the complaint, because of which it shall remedy the defects by:
7.5.1.1. repairing the Goods at its own expense and sending them back by courier to the legal entity at the expense of the Trader or at its own discretion
7.5.1.2. replacing the Goods subject to the complaint with the same and sending them back by courier to the legal entity at the expense of the Trader
7.5.2. reject the complaint, in which case the Trader shall send the Goods subject to the complaint back by courier to the legal entity at the expense of the legal entity.

7.6. If the complaint is satisfied, the defects under item 7.1 of the Goods shall be remedied by repair or replacement by the Trader free of charge for the legal entity within 1 (one) month from the receipt of the Goods by the Trader under item 3.11.

7.7. The costs of courier delivery for the initial receipt of the Goods from the complaint by the Trader shall be borne by the legal entity but shall be reimbursed by the Trader if the complaint is satisfied, otherwise they shall remain at the expense of the legal entity.

7.8. If it is impossible to replace the Goods in accordance with clause 7.5.1.2, the Trader may offer to send by courier replacement Goods that are similar or identical in characteristics and purpose to the Goods subject to the complaint. If the legal entity agrees to the replacement, the Trader shall send the replacement Goods by courier at the Trader's expense. If the legal entity does not agree to the replacement, the Trader shall refund the amounts paid.

7.9. The Trader may refuse to remedy the defects in the Goods if the repair/replacement is impossible or would entail disproportionate costs for the Trader, taking into account all circumstances, including the value that the Goods would have if they were free of defects and the significance of the defects. In such cases, the Trader shall replace the Goods subject to the complaint or refund the amounts paid.

7.10. In cases where the defects in the Goods do not significantly reduce their price or their suitability for normal use, the legal entity shall be entitled to request a proportional reduction in the price of the Goods or, if the same has been paid in full to the Trader, a refund of a proportional part of the amounts paid by the legal entity.

7.11. The Trader shall not be liable for deleted information and lost data when repairing/servicing the Goods under a complaint requiring software reinstallation, operating system reinstallation, or factory settings restoration.

 

8. Commercial warranty

8.1. A commercial warranty is any obligation undertaken by the manufacturer or the Trader to repair or replace the Goods, or to provide another type of service for the Goods, when they do not meet the specifications or other requirements specified in the application for the commercial warranty ("Commercial Warranty").

8.2. The commercial guarantee is binding on the Trader in accordance with the terms and conditions specified in the application for the provision of a commercial guarantee and in the advertisement for it (if applicable), and the performance of the obligations assumed by the Trader under the commercial guarantee is not associated with any costs for the legal entity.

8.3. The Commercial Guarantee from the Trader shall be provided in writing by means of a guarantee card completed by the Trader or on another accessible durable medium: in the description of the Goods on the Platform or in the Trader's offer to conclude a distance commercial sales contract.

8.4. A commercial guarantee from the manufacturer or the Trader may be applicable only to certain countries and may have different terms of applicability for natural and legal people, where this is mentioned in the application for the commercial guarantee.

8.5. The term of the commercial warranty shall commence on the date of sale specified in the cash register receipt or invoice for the purchase of the Goods.

8.6. The terms, scope, and applicability of the commercial warranty for the Goods are specified in the commercial warranty application, which may be in the form of a warranty card issued by the manufacturer or the Trader, in another appropriate manner on a durable medium, or in an advertisement.

8.7. A claim under a commercial warranty shall be made in accordance with the terms, scope, and applicability of the commercial warranty application to:
8.7.1. the manufacturer of the Goods—if the factory packaging of the Goods contains a warranty card for a commercial warranty provided by the manufacturer.
8.7.2. the manufacturer of the Goods – if an extended commercial warranty has been activated for an additional fee, supplementing the standard term of the commercial warranty from the manufacturer.
8.7.3. The Trader – if a commercial warranty card provided by the Trader and completed by the Trader has been handed over upon the sale or delivery of the Goods.
8.7.4. The Trader – if the description of the Goods on the Platform specifies a commercial warranty period provided by the Trader.
8.7.5. The Trader – if, for an additional fee, an extended commercial warranty has been activated, supplementing the standard term of the commercial warranty provided by the Trader.

8.8. A complaint about Goods under a commercial warranty provided by the Trader shall be submitted to the Trader in accordance with clause 7.1 and shall be handled by the Trader in accordance with clauses 7.2 to 7.6, but always in compliance with the obligations undertaken by the Trader in the application for the provision of the commercial warranty.

8.9. A complaint about Goods under a commercial warranty provided by the Trader shall not be satisfied in any of the following cases:
8.9.1. In case of chemical, thermal, mechanical, or other harmful effects on the Goods
8.9.2. In case of damage resulting from natural disasters, vandalism, theft, and the like
8.9.3. In case of loads on the Goods exceeding the permissible values specified by the manufacturer
8.9.4. Damage resulting from subsequent transportation of the Goods or improper storage (e.g., stored and/or operated outdoors, in damp rooms, rooms without ventilation, or other unsuitable climatic conditions)
8.9.5. When the Goods are used outside the normal use of such goods
8.9.6. In case of damage resulting from negligence, improper use, or improper maintenance
8.9.7. In case of damage resulting from failure to follow the manufacturer's instructions for installation/assembly/mounting of the Goods
8.9.8. In case of damage resulting from repair of the Goods by people not authorized by the Trader.

 

9. Complaint without satisfaction

9.1. The Trader has the right not to satisfy a complaint for defects under item 7.1 or under a commercial warranty when the Trader has established any of the following circumstances for the Goods subject to the complaint:
9.1.1. Damage/defects due to changes made to the Goods by a person not authorized by the Trader
9.1.2. Damage/defects due to software installed by a person not authorized by the Trader
9.1.3. Damage/defects due to improper use of software for using the Goods
9.1.4. Damage/defects due to the use of poor quality and/or non-original consumables, non-original adapters and accessories not approved by the manufacturer of the Goods.
9.1.5. Damage/defects due to improper installation/assembly/mounting of the Goods delivered by the Trader in disassembled condition, without installation by the Trader, unless such damage/defects are due to omissions in the installation instructions provided by the Trader.
9.1.6. Damage/defects due to mechanical impact, spillage, impact, poor storage, contaminated environment, exposure to natural influences, including direct sunlight, high humidity, excessively low and/or high temperatures, penetration of liquids, moisture, food, beverages, insects, plants, objects, electric shock, and other factors beyond the limits of normal use or proper use of the Goods
9.1.7. Damage/defects due to improper transportation, storage, use, and maintenance of the Goods and/or the use of inappropriate, incompatible, or unlicensed software, including because of unauthorized modifications to the embedded software.
9.1.8. Discrepancies between the data in the Goods' documentation, including replaced, forged, or erased product, serial, and IMEI numbers
9.1.9. Broken warranty stickers, seals, factory labels and/or established attempts to modify the Goods and/or if the Goods have been opened, disassembled, or an attempt has been made to repair or modify them by a person not authorized by the Trader
9.1.10. Presence of software protection that prevents the diagnosis and/or warranty service of the Goods (user account password, BIOS password, operating system password, etc.).

9.2. If any of the circumstances are specified in item 9.1. are covered by a commercial warranty for the Goods, the Trader shall fulfill its obligation to satisfy the complaint in accordance with item 8.8.

9.3. Except for the cases under item 9.2, the Trader may satisfy the complaint against advance payment of additional fees for repair/replacement of the Goods subject to the complaint.

 

10. Complaint about poor-quality installation.

10.1. In cases where the Trader performs installation/assembly/mounting of the Goods, the legal entity shall have the right to file a complaint for poor-quality or incomplete installation within 30 (thirty) days from the date of acceptance of the installation, certified by a mutually signed protocol for the installation performed.

10.2. A complaint about poor-quality or incomplete installation shall be lodged with the Trader in accordance with clause 7.1 and shall be handled by the Trader in accordance with clauses 7.2 to 7.6.

 

These General Terms and Conditions were adopted on February 6, 2024.

 

APPENDIX No. 1 – Form for returning goods sold at a distance

QUALITY, ENVIRONMENTAL, HEALTH AND SAFETY AT WORK POLICY

of COOPERATIVE “PANDA” – Sofia

 

Introduction

Since its introduction to the Bulgarian market in 1991, COOPERATIVE “PANDA” has been developing successfully thanks to our constant commitment to studying and meeting our clients’ requirements through the products and services we offer.

In today’s market conditions—marked by intensifying competition and rising consumer expectations—management recognizes that the success and sustainable development of the organization require a policy grounded in the principle of:

 

FOCUS ON CUSTOMERS, PERSONNEL, AND THE ENVIRONMENT — CONTINUOUSLY MEETING THEIR REQUIREMENTS AND EXPECTATIONS REGARDING THE PRODUCTS AND SERVICES OFFERED, ENSURING A SAFE WORKING ENVIRONMENT, AND CONTRIBUTING TO ENVIRONMENTAL PROTECTION!

 

Scope of the Policy

• Defining the organizational context that influences the management of quality, environment, and occupational health and safety, and ensuring it reflects any changes.
• Identifying risks and opportunities related to processes, occupational health and safety, and the organization’s activities, while planning and applying the necessary measures for their treatment or achievement.
• Annually setting measurable objectives for quality, occupational health and safety, and environment, aimed at continuous improvement and development of the organization.
• Active involvement of management to set goals, directions, and tasks, and to create an environment in which personnel can actively contribute to achieving measurable objectives.
• Engaging personnel at all levels and leveraging their potential, ensuring continuous training, maintaining competence, and improving skills.
• Continuously expanding market share by anticipating and responding to new trends.
• Constantly introducing new competitive services and products.
• Ensuring compliance with customer and stakeholder requirements, legal regulations, and enhancing the efficiency of the management system through continuous improvements.
• Building mutually beneficial relationships with suppliers, clients, and partners.
• Limiting and, where possible, preventing harmful environmental impacts resulting from our products and services.
• Improving environmental performance through efficient waste management and increased resource and energy efficiency.
• Strengthening employee responsibility for environmental protection.
• Consulting and involving workers and their representatives, where applicable.
• Encouraging workers to promptly report incidents.
• Raising customer environmental awareness by providing collection points for end-of-life electronic equipment and batteries, enabling online orders, and issuing electronic invoices.
• Effective occupational health and safety management aimed at preventing workplace accidents, incidents, deteriorating health, and the spread of infections and diseases.
• Maintaining equipment, access routes, emergency exits, and fire-safety systems in safe condition.
• Maintaining an up-to-date documented policy—published, understood, and applied within the company.
• Communicating this policy to employees and external stakeholders upon request.
• Reviewing the policy at least once a year during management review.

 

Responsibilities

The Chairperson of the Management Board and the Management Committee are responsible for implementing and maintaining the Quality, Environmental, Health and Safety at Work Policy. They commit to continuous improvement of the management system and ensure its implementation by all company employees.

 

Declaration

The management of COOPERATIVE “PANDA” declares its involvement and responsibility in implementing this policy on quality, environment, and occupational health and safety.

 

22.05.2020

ELKA KAMENOVA – TSANKOVA

Chairperson of the Management Board of COOPERATIVE “PANDA”