TERMS AND CONDITIONS FOR THE USE OF THE WEBSITE AND ONLINE STORE COLLAGENLAB.EU

These Terms and Conditions govern the relationship between:

Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Registered office and address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street
Phone: +359 882 91 91 40
Email: hello@collagenlab.eu
Website: https://collagenlab.eu

hereinafter referred to as the “Trader”, the “Company”, “we”, “us” or “CollagenLab®”,

and any person who visits, uses or places an order through the website and online store collagenlab.eu, hereinafter referred to as the “User”, “Customer” or “you”.

I. General Provisions

These Terms and Conditions govern the use of the website collagenlab.eu, the conditions for placing orders, payment, delivery, withdrawal, returns, complaints, personal data protection and other relations between the Trader and Users.

By accessing the website, using it, creating a customer account or placing an order, the User confirms that they have read, understood and agreed to comply with these Terms and Conditions.

If the User does not agree with these Terms and Conditions, they should not use the website or the online store.

The Trader reserves the right to amend and update these Terms and Conditions at any time. Changes shall enter into force from the moment they are published on the website, unless otherwise stated.

For all matters not regulated by these Terms and Conditions, the applicable legislation of the Republic of Bulgaria and the applicable law of the European Union shall apply.

II. Information About the Products

The online store collagenlab.eu offers food supplements, including products containing hydrolysed collagen peptides, vitamin C and other ingredients, where specified on the relevant product page.

Each product is presented on the website through a product page, which may include images, description, ingredients, quantity, flavour, price, directions for use, recommended daily dose, warnings, storage conditions and other information necessary for an informed purchase decision.

The information on the website is commercial and informational in nature. The products offered through the website are food supplements and are not medicinal products. They are not intended to diagnose, treat, cure or prevent any disease.

Food supplements should not be used as a substitute for a varied and balanced diet and a healthy lifestyle.

The User should carefully read the product label, directions for use, recommended daily dose, warnings and storage instructions before using the product.

Do not exceed the recommended daily dose stated on the label or product page.

Products should be kept out of reach of young children, unless otherwise stated on the label.

If you are pregnant, breastfeeding, taking medication, have a medical condition, allergies or any specific health concerns, you should consult a doctor or qualified healthcare professional before using any food supplement.

III. Orders

Orders are placed by adding the selected products to the shopping cart and completing the required delivery and payment information.

To complete an order, the User must provide true, accurate and up-to-date information, including name, delivery address, telephone number, email address and other details necessary for processing and fulfilling the order.

By completing an order, the User makes an electronic statement to enter into a distance sales contract with the Trader and undertakes to pay the price of the ordered products and any applicable delivery costs.

After successfully placing an order, the User may receive confirmation at the email address provided.

The Trader reserves the right to refuse, cancel or delay the fulfilment of an order in the following cases:

• lack of stock availability;
• technical error in price or product description;
• incomplete, false or inaccurate customer details;
• suspected abuse, fraud or unlawful conduct;
• inability to confirm payment;
• any other objective reason preventing the fulfilment of the order.

If an already paid order is cancelled by the Trader, the paid amount shall be refunded to the User via the original payment method, unless otherwise expressly agreed between the parties.

IV. Prices and Payment Methods

All prices on the website are stated in euro (EUR), unless otherwise indicated. Where a Bulgarian lev (BGN) equivalent is displayed, it is for informational purposes and is calculated at the fixed exchange rate of 1 EUR = 1.95583 BGN.

The listed prices include applicable value added tax (VAT), unless otherwise expressly stated.

The Trader reserves the right to change product prices at any time. Price changes do not affect already confirmed orders, except in cases of obvious technical error.

Payment may be made through the payment methods available on the website, including but not limited to:

• online payment by bank card;
• Apple Pay;
• Google Pay;
• PayPal;
• Shop Pay;
• other electronic payment methods available during checkout.

The order is processed after successful payment confirmation, unless another payment option is expressly made available on the website.

The Trader does not store full bank card details. Payments are processed through licensed payment providers and secure payment systems.

V. Delivery

Delivery is carried out by courier companies to the address provided by the User during checkout.

CollagenLab® delivers to countries within the European Union. For deliveries outside the European Union, the User should contact the Trader in advance at hello@collagenlab.eu to confirm availability, delivery terms and costs.

Orders are usually processed within 1-2 business days, Monday to Friday, excluding public holidays and non-working days.

The estimated delivery time depends on the destination country, the selected courier service and the workload of the courier companies.

Delivery costs are displayed before the order is finalised and are payable by the User, unless free delivery applies to the specific order.

The Trader shall not be liable for delays caused by courier companies, incorrect delivery details provided by the User, customs procedures, force majeure events or other circumstances beyond the reasonable control of the Trader.

The User should inspect the package upon receipt. In case of visible transport damage, the User should notify the courier and the Trader as soon as possible, providing photos and a description of the issue.

VI. Statutory Right of Withdrawal

A User who qualifies as a consumer under applicable consumer protection law has the right to withdraw from a distance contract without giving any reason and without paying compensation or penalty within 14 days from the date of receipt of the product.

To exercise the right of withdrawal, the User must notify the Trader by a clear statement sent to hello@collagenlab.eu before the expiry of the 14-day period.

The User must return the product to the address provided by the Trader without undue delay and no later than 14 days from the date on which the User notified the Trader of the withdrawal.

The product must be returned in the condition in which it was received, unused, with intact commercial appearance, in its original packaging and with all accompanying documents and accessories, where applicable.

The User is responsible for any diminished value of the product resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the product.

VII. Exceptions to the Right of Withdrawal

Due to the nature of the products offered, the right of withdrawal does not apply or may be refused in cases provided by law, including where:

• the product was delivered sealed and has been unsealed after delivery;
• the product cannot be returned for reasons of health protection or hygiene;
• the product has been used, opened or has a broken protective seal or packaging;
• the product’s commercial appearance has been damaged due to the User’s actions;
• the product has expired or its shelf life has been compromised due to improper storage by the User.

Food supplements that have been opened, used or have damaged protective packaging cannot be returned for hygiene and health protection reasons, except in cases of proven defect or non-conformity.

VIII. Additional 30-Day Return Policy

In addition to the statutory 14-day right of withdrawal, CollagenLab® may offer an additional 30-day return policy, where expressly stated on the website.

This additional policy does not limit the User’s statutory rights.

To be eligible for return under the additional 30-day policy, the product must be:

• unopened;
• unused;
• in its original packaging;
• with intact protective packaging or seal;
• in resalable commercial condition;
• within its expiry date.

A return request must be sent to hello@collagenlab.eu, stating the order number, name, product and reason for return.

After receiving the request, the Trader will provide return instructions.

IX. Refunds

In the event of a validly exercised right of withdrawal or an approved return, the Trader shall refund the amounts received from the User in accordance with applicable law.

The refund shall be made using the same payment method used by the User for the original transaction, unless the User has expressly agreed to another refund method.

The Trader may withhold the refund until the returned product has been received or until the User provides proof that the product has been sent back, whichever occurs first.

Return shipping costs are borne by the User, unless the product is defective, damaged, incorrectly shipped or unless the Trader has expressly stated otherwise in a specific campaign or policy.

The initial standard delivery costs shall be refunded in accordance with applicable law. Additional costs resulting from the User’s choice of a more expensive delivery method than the standard delivery option shall not be refunded, unless otherwise required by law.

X. Complaints and Product Non-Conformity

The User has the right to submit a complaint in case of product non-conformity, defect, damage, incorrectly shipped product, missing product or any other issue related to the fulfilment of the order.

Complaints must be submitted to hello@collagenlab.eu within a reasonable time after the issue has been identified.

When submitting a complaint, the User should provide:

• order number;
• name and contact details;
• description of the issue;
• photos of the product, label, batch number, expiry date and transport packaging, where applicable;
• proof of purchase;
• any other information necessary for reviewing the case.

After reviewing the complaint, the Trader may offer replacement, refund, delivery of a missing product, discount or another appropriate solution depending on the specific case and applicable law.

These Terms and Conditions do not limit the User’s statutory rights in case of product non-conformity.

For food supplements, complaints related to quality, expiry date, batch number, damaged packaging or non-conformity shall be assessed in light of the nature of the product, storage conditions, packaging integrity and applicable legal requirements.

XI. Customer Account

The website may provide the option to create a customer account.

The User is responsible for the accuracy of the information provided and for keeping their login details secure.

The User undertakes not to provide access to their account to third parties and to notify the Trader in case of suspected unauthorised access or misuse.

The Trader has the right to restrict or terminate access to a customer account in case of suspected breach of these Terms and Conditions, abuse, fraud or unlawful conduct.

XII. Personal Data Protection

The Trader processes Users’ personal data in accordance with applicable legislation, including Regulation (EU) 2016/679 (GDPR) and applicable national law.

Personal data is processed for the purposes of:

• accepting and processing orders;
• delivering products;
• processing payments;
• customer support;
• returns, complaints and refunds;
• accounting and legal obligations;
• protection against fraud and abuse;
• marketing and sending commercial communications, where the User has given consent.

More information about personal data processing, the use of cookies and Users’ rights is available in the Privacy Policy of collagenlab.eu.

XIII. Marketing Communications

The User may voluntarily subscribe to receive emails, news, promotions, recipes, tips and other marketing communications from CollagenLab®.

Subscription to marketing communications is voluntary.

The User may unsubscribe at any time via the unsubscribe link in the relevant message or by contacting the Trader at hello@collagenlab.eu.

XIV. Copyright and Intellectual Property

All texts, images, graphics, logos, product descriptions, design, visual elements, trade names, photos, videos and other content on collagenlab.eu are owned by the Trader or used on a lawful basis.

Copying, reproduction, distribution, publication, modification or use of website content without the Trader’s prior written consent is prohibited.

Violation of intellectual property rights may result in liability under applicable law.

XV. Nutrition and Health Claims

Information about the products published on the website, including descriptions, benefits, directions and marketing materials, should be interpreted in accordance with the applicable rules on nutrition and health claims.

The Trader makes reasonable efforts to ensure that the claims used are compliant with the applicable legislation of the European Union and the Republic of Bulgaria.

The User understands that individual results from using food supplements may vary and depend on multiple factors, including diet, health condition, age, lifestyle and regularity of use.

Customer reviews, comments or shared opinions are subjective and do not constitute a guarantee of any specific result.

XVI. Limitation of Liability

The Trader makes reasonable efforts to ensure that the information on the website is accurate, up to date and complete, but does not guarantee that the website will always be available, uninterrupted or free from technical errors.

The Trader shall not be liable for:

• temporary unavailability of the website;
• technical issues beyond the Trader’s control;
• errors caused by incorrect data entered by the User;
• delays or issues caused by courier companies;
• improper use of products by the User;
• damage resulting from failure to follow the directions for use, warnings, storage conditions or recommended daily dose;
• individual intolerance, allergic reaction or other individual response to an ingredient, where the ingredient information has been duly provided.

The User is responsible for the correct use of purchased products and for following the instructions provided on the packaging and product page.

XVII. Prohibited Conduct

The User undertakes not to use the website for:

• unlawful purposes;
• publishing or sending false, misleading or harmful information;
• attempts to gain unauthorised access to the website systems;
• infringement of the rights of the Trader or third parties;
• actions that may overload, damage or disrupt the normal functioning of the website;
• fraud, abuse of promotional codes, payments or orders;
• automated scraping or extraction of content, data or images without permission.

In case of breach, the Trader has the right to restrict the User’s access to the website, refuse fulfilment of an order and take appropriate steps to protect its rights.

XVIII. Promotions, Discounts and Codes

The Trader may offer promotions, discounts, bundle offers, free delivery or promotional codes.

Promotions are valid under the conditions stated on the website or in the relevant campaign.

The Trader reserves the right to amend or terminate promotions at any time, unless expressly stated otherwise.

Promotional codes cannot be exchanged for cash and may be limited by time, product, minimum order value, territory or other conditions.

In case of suspected abuse of a promotional code or campaign, the Trader has the right to refuse the discount or cancel the order.

XIX. Force Majeure

The Trader shall not be liable for non-performance or delayed performance of its obligations where this is due to circumstances beyond its reasonable control, including but not limited to natural disasters, fires, floods, wars, strikes, pandemics, epidemics, acts of public authorities, disruption of transport services, internet or payment system failures, and other force majeure events.

XX. Applicable Law and Dispute Resolution

These Terms and Conditions shall be governed by the laws of the Republic of Bulgaria and the applicable law of the European Union.

All disputes between the Trader and the User should be resolved through negotiation and mutual agreement.

If voluntary settlement is not possible, the dispute shall be referred to the competent court in accordance with applicable law.

The User may also contact the Bulgarian Commission for Consumer Protection if they believe that their consumer rights have been violated.

XXI. Contact Details

For questions, enquiries, orders, deliveries, returns, complaints or other information, the User may contact CollagenLab® through:

Email: hello@collagenlab.eu
Phone: +359 882 91 91 40
Website: https://collagenlab.eu
Trader: Nutrikal LTD / “Nutrikal” EOOD
Company Registration Number / UIC: 202245000
VAT Number: BG202245000
Address: Republic of Bulgaria, Varna 9002, Primorski District, 65 Trakia Street

Working hours:
Monday - Friday: 09:00 - 18:00
Saturday - Sunday: closed

By using this website, the User confirms that they have read these Terms and Conditions, understand them and agree to comply with them.