Terms of Service

These Terms of Service (“Terms”) govern all orders placed through the Skinora online store. By placing an order, you confirm that you have read and accepted these Terms. Nothing in these Terms limits the rights you have as a consumer under Bulgarian and European Union law.

1. Company Information

The online store at skinora.com is operated by Skinora, based in Sofia, Bulgaria (the “Seller”). You can reach us at hello@skinora.com, Monday to Friday, 9:00–18:00 EET.

2. Ordering Process

You place an order by adding products to your cart and completing the checkout form with your name, contact details, and delivery preference. Submitting the order constitutes an offer to purchase. A contract is concluded when we confirm your order by email or phone. We may contact you to verify order details before dispatch. If a product turns out to be unavailable, we will inform you promptly and refund any amount already paid.

3. Prices

All prices are displayed in euro (EUR) and include value added tax (VAT) at the applicable rate. Prices do not include delivery charges, which are shown separately at checkout and on our Shipping & Returns page. The price applicable to your order is the price displayed at the time you place it.

4. Payment Methods

We accept the following payment methods:

• Cash on delivery — you pay the courier upon receipt of your parcel. A cash-on-delivery fee applies as shown at checkout.
• Bank transfer — we send you our bank details with the order confirmation; the order is dispatched once payment is received.

5. Delivery

Orders are delivered within Bulgaria by Econt Express OOD or Speedy AD, to a courier office or to an address of your choice. Standard delivery time is 1–3 business days from dispatch. Delivery charges are those shown at checkout. Please inspect the parcel upon delivery; if the packaging is visibly damaged, note this with the courier and contact us immediately.

6. Right of Withdrawal

As a consumer, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason, in accordance with Directive 2011/83/EU and the Bulgarian Consumer Protection Act. To exercise this right, notify us within the 14-day period by email at hello@skinora.com, stating your order number.

Hygiene exception for cosmetics: under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. Cosmetic products can therefore only be returned if they are unopened and their hygiene seal is intact.

7. Returns Process

After notifying us of your withdrawal, send the products back to us within 14 days. The direct cost of returning the goods is borne by you unless the return is due to our error or a defective product. We will refund all payments received from you, including standard delivery charges, within 14 days of receiving the returned goods or proof of their dispatch, using the same means of payment where possible (for cash on delivery orders, by bank transfer to an account you provide).

8. Warranty & Complaints

All products are covered by the legal guarantee of conformity under Bulgarian and EU consumer law. If you receive a product that is defective, damaged, or does not correspond to your order, contact us at hello@skinora.com with your order number and a description (photos help). We will replace the product or refund you, including any return shipping costs, in accordance with your legal rights.

9. Liability

Our products are cosmetic products intended for external use as described on their labels. Please review the ingredient list before use and discontinue use if irritation occurs. To the extent permitted by law, we are not liable for damage resulting from use contrary to the product instructions. Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law, including liability for defective products.

10. Governing Law & Disputes

These Terms are governed by the law of the Republic of Bulgaria. Any dispute that cannot be resolved amicably may be referred to the competent Bulgarian court. As a consumer, you may also use the European Commission online dispute resolution platform at ec.europa.eu/consumers/odr or contact the Bulgarian Commission for Consumer Protection.

11. Changes to These Terms

We may amend these Terms from time to time. The version in force at the time you place your order is the one that applies to that order. The current version is always available on this page.