Delivery, Returns, Complaints

1. Delivery

1.1 Terms and Methods

All orders are processed within 1–2 business days. Delivery is made by courier service to a specified address in Bulgaria and the EU.

• Bulgaria: 1–3 business days
• EU: 3–7 business days
• Free shipping on orders over 61 EUR / 120 BGN

1.2 Packaging and Storage during Transport

Onbiome products are lyophilized live bacterial cultures and require refrigerated storage (2–8°C). Upon delivery, they are packaged in a way that ensures product stability during transport. We recommend immediate refrigeration upon receipt.

1.3 Inspection upon receipt

Please inspect the shipment upon receipt in the presence of the courier. If there is visible damage to the packaging, please note this in the delivery report and contact us within 24 hours at contact@biom.bg.

2. Right of withdrawal and return

2.1 Legal framework

According to Directive 2011/83/EU of the European Parliament and the Consumer Protection Act (CPA) of the Republic of Bulgaria, consumers have the right to withdraw from a distance contract within 14 days without giving any reason.

2.2 Exceptions to the right of withdrawal - applicable to our products

The products from the Onbiome series (Balance synbiotic and yogurt starters) fall under the legally provided exceptions to the right of withdrawal, according to Art. 16 of Directive 2011/83/EU and the relevant provisions of the CPA, namely:

• Letter (c): Goods that may deteriorate or expire rapidly - our products contain live lyophilized bacterial cultures, the viability of which depends on continuous refrigerated storage at 2–8°C. The interruption of the cold chain during transport upon return cannot be guaranteed.
• Letter (e): Sealed goods that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery - after breaking the original protective packaging, the product cannot be offered for sale again.

These exceptions are regulated by law and do not constitute a restriction of consumer rights, but reflect the nature of the product.

2.3 When is a return possible?

We only accept returns in the following cases:

• The product was received with an obvious physical defect in the packaging that occurred during transportation
• The wrong product was received (different from the one ordered)
• The product has an expired shelf life upon receipt

Please notify us at contact@biom.bg within 48 hours of receipt, attaching photos of the defect and the order number.

2.4 Products for which returns are not accepted

• Unsealed products (broken protective packaging)
• Products requested for return after 14 days from receipt
• Products returned without prior notification and approval from us

2.5 Order cancellation

Cancellation of an order is only possible before it is shipped. Since orders are processed within 1–2 business days, please contact us immediately after placing the order at contact@biom.bg if you wish to cancel it. After shipping, cancellation is not possible due to the nature of the products (refrigerated storage).

3. Complaints in case of defective product

3.1 Legal guarantee

According to Art. 112–115 of the Consumer Protection Act, the consumer has the right to a complaint in case of non-compliance of the goods with the sales contract within 2 years from receipt.

3.2 How to file a complaint?

To file a complaint, please send an email to contact@biom.bg with the following information:

• Order number
• Problem description
• Photos (in case of physical defect or incorrect product)
• Preferred solution: replacement, credit or refund
• 3.3 Response time

We will contact you within 3 business days of receiving the complaint. In case of a justified complaint, we offer a replacement with a new product or a full refund of the paid amount.

3.4 Costs of justified complaints

In case of a proven defect on our part, all costs of return and re-delivery are at our expense.

4. Dispute resolution

The supervisory authority for the protection of consumer rights in Bulgaria is the Consumer Protection Commission with the address: 1000 Sofia, “Slaveykov” Square №4A, floors 3, 4 and 6;  tel.: (02) 980 25 24; fax: (02) 988 42 18; hotline: 0700 111 22; website: www.kzp.bg.

In disputes regarding obligations arising from online sales contracts, where no agreement has been reached, you may refer the dispute to the bodies for alternative dispute resolution (ADR) under the terms and conditions of Art. 181a et seq. of the Consumer Protection Act. Additional information on alternative dispute resolution for consumer disputes can be found on the website of the Consumer Protection Commission at https://kzp.bg and on the online dispute resolution platform ODR.

Pursuant to Regulation (EU) No. 524/2013, you have the right to use the EU online dispute resolution platform: ec.europa.eu/consumers/odr.