Terms and Conditions

GENERAL TERMS AND CONDITIONS FOR USE OF THE WEBSITE AND ONLINE SALES

**Last updated: 6 August 2026**

I. Trader Details

  1. These General Terms and Conditions govern the use of the website https://shop.amz.bg/, hereinafter referred to as the “Website”, as well as the relationships arising from the offering and sale of goods through it.
  2. The owner and operator of the Website and the seller of the goods offered through it is:

AMZ OOD
Unified Identification Code (UIC): 831020756
VAT number: BG831020756
Registered office and management address: 2E Acad. Ivan Evstratiev Geshov Blvd., Serdika Business Centre, Building 2, Floor 2, Office 206, 1303 Sofia, Bulgaria
Telephone: +359 2 971 32 33; +359 2 971 28 48
Email: office@amz.bg
Website: https://shop.amz.bg/

  1. For the purposes of these General Terms and Conditions, “Trader” or “AMZ” means AMZ OOD.
  2. “Customer” means any natural person or legal entity that uses the Website or places an order through it.
  3. “Consumer” means a Customer who is a natural person and acquires goods for purposes outside their trade, business, craft or professional activity.
  4. The provisions of these General Terms and Conditions that expressly refer to a “Consumer” apply only to persons who qualify as consumers under the applicable legislation. All other provisions apply to all Customers.

II. Scope and Acceptance of the General Terms and Conditions

  1. By using the Website, the Customer agrees to comply with these General Terms and Conditions to the extent applicable.
  2. Before submitting an order, the Customer confirms that they have read and accepted the General Terms and Conditions and have been informed of the Privacy Policy.
  3. Acceptance of the General Terms and Conditions is a prerequisite for entering into a sales contract through the Website.
  4. The Customer may save and reproduce the General Terms and Conditions. The version in force at the time an order is submitted applies to that particular order.
  5. The Website may be used only by persons with legal capacity. Where an order is placed on behalf of a legal entity, the person placing it represents that they have the necessary authority to act on behalf of that entity.

III. Product Information

  1. The main characteristics, intended purpose, pack size, price and available instructions for the use of each product are published on the relevant product page.
  2. The information on the Website may include:
  • technical characteristics and specifications;
  • area and method of application;
  • instructions or recommendations for use;
  • information on dilution, coverage or compatibility;
  • warnings and safety precautions;
  • information from Technical Data Sheets or Safety Data Sheets;
  • information provided by the manufacturer, importer or supplier.
  1. Product information is current as at the date of its publication or most recent update. The manufacturer may change the product’s composition, technical characteristics, label, packaging, appearance or instructions for use where permitted by law and where this does not materially alter its intended purpose.
  2. Images are for illustrative purposes. Minor differences in colour, labelling or packaging design may occur due to different production batches, manufacturer updates or the settings of the device being used.
  3. After receiving the order and, in all cases, before opening or using a product, the Customer must inspect it and familiarise themselves with:
  • the label and the information on the packaging;
  • the current instructions for use;
  • the warnings and restrictions on use;
  • the pictograms, signal words and hazard statements;
  • the storage and disposal requirements;
  • the Technical Data Sheet and/or Safety Data Sheet, where applicable or provided.
  1. The information and warnings on the packaging of the specific batch delivered, as well as the applicable current Safety Data Sheet, must always be observed. They may contain more recent or more detailed information than that published on the Website.
  2. If there is a material discrepancy between the information on the Website and the information on the product delivered, the Customer must not use the product before contacting AMZ for clarification.
  3. These provisions do not release the Trader from its obligation to provide accurate, clear and non-misleading information and do not limit Consumers’ statutory rights in the event of a lack of conformity of the goods.

IV. Safety and Professional Use

  1. Some of the products offered on the Website are chemical mixtures, technical aerosols, inks, cleaning agents, additives, lubricants or other products requiring special conditions of use, storage and transport.
  2. The Customer must:
  • use the product only for its intended purpose;
  • comply with the label, instructions and applicable Safety Data Sheet;
  • use the prescribed personal protective equipment;
  • ensure adequate ventilation and safe working conditions;
  • keep products away from children, food, drink, sources of heat and sources of ignition, where applicable;
  • not mix products unless expressly permitted by the manufacturer;
  • comply with the applicable storage, transport and disposal requirements.
  1. A product designated for professional or industrial use must be used by persons who have the necessary knowledge, training and equipment and who work under conditions permitting its safe use.
  2. Before use on sensitive, painted, coated, plastic, rubber, textile or other specific materials, a preliminary test on a small, inconspicuous area is recommended unless the manufacturer has expressly instructed otherwise.
  3. Safety Data Sheets and Technical Data Sheets are provided, where required by law, on the relevant product page or at the Customer’s request. A professional Customer must ensure that all persons working with the product have access to the relevant documentation.
  4. AMZ is not liable for damage caused solely by use contrary to the label, intended purpose, instructions or applicable safety requirements, except where such liability may not be limited by law.

V. Prices and Promotions

  1. Prices on the Website are stated in euro and include VAT unless expressly stated otherwise.
  2. Delivery costs are not included in the product price unless expressly stated otherwise. They are displayed separately before the order is finally submitted.
  3. Deliveries outside Bulgaria may be subject to additional taxes, customs duties or charges, where applicable. Information about them is provided before the order is placed where the Trader can reasonably calculate them.
  4. AMZ may change prices for future orders. Any such change does not affect an order that has already been accepted.
  5. In the event of an obvious technical error in a price, pack size or discount, AMZ will notify the Customer without undue delay. The Customer may confirm the order on the correct terms or cancel it at no cost.
  6. The terms and duration of each promotion are stated on the Website. Unless otherwise specified, different discounts and promotional codes may not be combined.

VI. Placing an Order and Conclusion of the Contract

  1. The Customer selects a product, pack size, quantity and any other available options, adds the product to the cart and enters the required delivery and payment details.
  2. Before submitting the order, the Customer may review and correct the information entered, the contents of the cart, the delivery method and the payment method.
  3. By clicking the final order button, the Customer submits an order involving an obligation to pay.
  4. The automated email confirms receipt of the order. Where an order cannot be fulfilled due to availability, transport restrictions or another objective reason, AMZ will notify the Customer and refund any amounts paid in advance.
  5. The contract is deemed concluded when AMZ confirms acceptance of the order or dispatches the goods, whichever occurs first.
  6. AMZ may request additional confirmation in the event of incomplete or questionable information, an unusual quantity, special transport requirements or suspected unauthorised use of a payment instrument.
  7. The Customer must provide complete and accurate information. The Customer is responsible for additional costs arising directly from an incorrect address, telephone number or recipient specified by them.
  8. An invoice is issued where the necessary information has been provided and the relevant request has been indicated when placing the order.

VII. Payment Methods

AMZ offers one or more of the following payment methods, as displayed at checkout:

1. Cash on Delivery
The amount due is paid to the courier upon receipt of the shipment where this payment method is available for the relevant delivery.

2. Bank Transfer
Payment is made to the bank account stated in the pro forma invoice or order confirmation. The order may be processed and dispatched after the payment has been received or confirmed.
The Customer must state the order number as the payment reference.

3. Payment by Debit or Credit Card

  1. Card payments are made through the secure payment environment of the payment service provider displayed at checkout.
  2. The cards and digital wallets bearing the logos displayed on the payment page are accepted.
  3. Payment may require additional authentication by the card issuer, including through 3D Secure.
  4. AMZ does not receive or store the full card number, its expiry date or security code. This information is processed by the relevant payment service provider.
  5. The order is considered paid once payment has been successfully confirmed. If a transaction is declined or unsuccessful, the Customer may select another available payment method.
  6. Where an amount paid by card is refunded, it will be refunded to the same card or by the same payment method unless the Customer has expressly agreed otherwise. The time required for the refund to appear in the account also depends on the servicing bank or payment service provider.
  7. If the card account is denominated in another currency, the card issuer may apply its own exchange rate or charge a fee for which AMZ is not responsible.

VIII. Delivery

  1. The usual delivery time is 1 to 5 business days from the date on which AMZ confirms the order. In the case of payment by bank transfer, this period begins once the payment has been received and confirmed.
  2. The stated delivery time is indicative unless AMZ has expressly confirmed a specific delivery date.
  3. Delays may occur during public holidays, promotional campaigns, periods of increased workload for courier operators, adverse weather conditions, restricted access to the delivery address or other circumstances affecting transport and delivery. Where AMZ becomes aware of a delay, it will notify the Customer as soon as reasonably possible.
  4. A different delivery period may be agreed for products subject to special transport requirements, products of considerable size or weight, products that are temporarily out of stock and deliveries outside Bulgaria.
  5. Unless otherwise agreed, goods will be delivered to a Consumer without undue delay and no later than 30 days after the conclusion of the contract.
  6. AMZ is not liable for delays caused by force majeure or other extraordinary and unforeseeable circumstances beyond its reasonable control, including natural disasters, fires, floods, acts of war, strikes, epidemics, actions or restrictions imposed by public authorities, the closure of roads or borders, and substantial disruption to courier and logistics services. Normal or foreseeable seasonal demand affecting courier operators does not, in itself, constitute force majeure.
  7. If a circumstance described in the preceding paragraph occurs, AMZ will notify the Customer as soon as reasonably possible, provided that it has the Customer’s current contact details, and will provide information about the expected delay to the extent that such information is available.
  8. These provisions do not limit the Consumer’s mandatory statutory rights. If the goods are not delivered within the agreed or applicable statutory period, the Consumer may specify an appropriate additional delivery period and, if delivery is not completed within that additional period, terminate the contract and obtain a refund of the amounts paid. Where delivery on a specific date has been expressly agreed as essential, the Consumer’s rights provided by law will apply.

IX. Consumer Right of Withdrawal

  1. The Consumer has the right to withdraw from the distance contract without giving any reason within 14 days.
  2. In the case of a contract for the sale of goods, the withdrawal period begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods.
  3. To exercise the right of withdrawal, the Consumer must send an unequivocal statement before the withdrawal period expires:
  1. After giving notice of withdrawal, the Consumer must send back or hand over the goods no later than 14 days thereafter.
  2. Goods must be returned to:

AMZ OOD
2E Acad. Ivan Evstratiev Geshov Blvd.
Serdika Business Centre, Building 2, Floor 2, Office 206
1303 Sofia, Bulgaria

Before sending chemical products, aerosols or other goods subject to special transport requirements, the Consumer must contact AMZ to confirm the permitted method of return.

  1. The direct cost of returning the goods is borne by the Consumer unless AMZ has agreed to bear it or the law provides otherwise.
  2. For goods that, due to their nature, weight or transport requirements, cannot normally be returned by post, information or a reasonable advance estimate of the direct return costs is provided on the product page or before the order is placed.
  3. The Consumer is liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and proper functioning.
  4. Opening, using, mixing, diluting or contaminating a chemical product may result in a substantial or total reduction in its value where this goes beyond what is necessary for an ordinary inspection.
  5. AMZ will reimburse all payments received from the Consumer, including the cost of standard delivery, without undue delay and no later than 14 days after being informed of the Consumer’s decision to withdraw.
  6. AMZ may withhold reimbursement until it has received the goods or until the Consumer provides evidence that the goods have been sent back, whichever occurs first.
  7. Additional costs arising from the Consumer’s express choice of a delivery method that is more expensive than the standard method offered will not be reimbursed.
  8. Reimbursement will be made using the same means of payment as used for the original transaction unless the Consumer expressly agrees otherwise and provided that the Consumer does not incur any costs as a result.
  9. The right of withdrawal does not apply in the cases provided for by law, including in relation to:
  • goods made to order or made to the Consumer’s individual specifications;
  • goods that are liable to deteriorate rapidly or have a short shelf life;
  • sealed goods that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery;
  • goods which, after delivery, have become inseparably mixed with other goods due to their nature.

These exceptions apply only where the specific statutory requirements are met.

X. Lack of Conformity and Consumer Claims

  1. AMZ is liable for any lack of conformity of consumer goods with the contract that exists at the time of delivery and becomes apparent within the period prescribed by law.
  2. As a general rule, this period is two years from delivery for consumer goods, unless the law provides otherwise in view of the nature of the goods.
  3. The Consumer may submit a claim:
  1. It is recommended that the claim include:
  • the order number and date;
  • the product and batch number, if available;
  • a description of the lack of conformity;
  • when it was identified;
  • photographs or other relevant evidence.
  1. Providing proof of purchase facilitates the handling of the claim, but the Consumer’s rights may not be made conditional solely on the presentation of a sales receipt where the purchase can be proven by other means.
  2. Where a claim is justified, the Consumer is entitled to the remedies provided by law, including having the goods brought into conformity by repair or replacement, where applicable, a proportionate price reduction, or termination of the contract under the conditions provided by law.
  3. For chemical products, consumables and other goods for which repair is not applicable, AMZ will offer replacement, a price reduction or a refund, depending on the nature of the lack of conformity and the applicable statutory requirements.
  4. Claims are entered in a register and handled within the time limits prescribed by law.
  5. Prompt notification after identifying a leak, damaged packaging or another problem is recommended for safety purposes and to facilitate determination of the cause, but it does not limit the statutory period for submitting a claim.
  6. The rights under this section do not apply to damage caused solely by:
  • failure to comply with the label or instructions;
  • improper storage after receipt;
  • use for a purpose other than the intended purpose;
  • mixing with incompatible products;
  • normal consumption of a consumable product;
  • mechanical or chemical impact occurring after delivery for which AMZ is not responsible.

XI. Orders from Traders and Professional Customers

  1. Where the Customer acts in the course of their trade or professional activity, the protections afforded specifically to Consumers do not apply.
  2. Upon receipt, a professional Customer must inspect the goods and notify AMZ of any visible shortages, damage or lack of conformity without undue delay in accordance with the applicable commercial legislation.
  3. The professional Customer is responsible for:
  • selecting a product suitable for the specific industrial application;
  • ensuring that appropriately trained personnel are available;
  • risk assessment and safe working conditions;
  • compliance with the Safety Data Sheet;
  • lawful storage, use and disposal.
  1. At the request of a professional Customer, AMZ may prepare an individual quotation, the terms of which will prevail over these General Terms and Conditions for the particular transaction.

XII. Website Accounts

  1. Registration of a user account is not mandatory unless the Website expressly provides otherwise.
  2. The Customer must keep their account login details secure and notify AMZ if unauthorised access is suspected.
  3. AMZ may temporarily restrict an account where a security risk, misuse or breach of law has been identified and will inform the Customer where permitted.

XIII. Personal Data and Electronic Communications

  1. Personal data is processed in accordance with the applicable legislation and the Privacy Policy published on the Website.
  2. For the purpose of fulfilling an order, data may be disclosed to courier companies, payment service providers, banks, accounting service providers and technical service providers where necessary and lawful.
  3. Commercial and marketing communications are sent only where there is an applicable lawful basis.
  4. Acceptance of these General Terms and Conditions and submission of an order do not constitute automatic consent to receive a marketing newsletter.
  5. The Customer may withdraw any marketing consent at any time by using the unsubscribe link or by sending a message to AMZ.

XIV. Intellectual Property

  1. The content of the Website, including its text, images, graphics, logos, structure, design and software elements, is protected by the applicable legislation.
  2. Copying, publishing, distributing or using such content for commercial purposes without prior written permission is prohibited, except where permitted by law.
  3. Third-party trademarks and product images belong to their respective owners and are used to identify and present the goods offered.

XV. Website Availability and Force Majeure

  1. AMZ uses reasonable efforts to ensure the normal and secure operation of the Website but does not guarantee uninterrupted access during technical maintenance, an outage, a cyberattack, an issue affecting an external service provider or another circumstance beyond the Trader’s reasonable control.
  2. AMZ is not liable for delay or non-performance caused by force majeure, acts of public authorities, transport restrictions, natural disasters, strikes or other unforeseeable and unavoidable events.
  3. These limitations do not affect any liability that may not be limited or excluded by law.

XVI. Complaints and Alternative Dispute Resolution

  1. The Customer may submit a complaint to AMZ at office@amz.bg or at the Trader’s address.
  2. AMZ endeavours to consider complaints in good faith and reach an amicable resolution.
  3. The Consumer may submit a complaint or report to:

Commission for Consumer Protection
1 Vrabcha St., Floors 3–5
1000 Sofia, Bulgaria
Telephone: +359 2 933 05 65
Website: https://kzp.bg/

  1. Consumer disputes may be referred for voluntary out-of-court resolution to the relevant general or sectoral conciliation commission operating under the Commission for Consumer Protection. Information and electronic submission are available at: https://kzp.bg/bg/pomiritelna-komisiya
  2. Participation in conciliation proceedings is voluntary and does not deprive the Consumer of the right to bring proceedings before the competent court.

XVII. Applicable Law

  1. These General Terms and Conditions and contracts concluded through the Website are governed by the laws of the Republic of Bulgaria.
  2. The choice of Bulgarian law does not deprive a Consumer of the protection afforded by the mandatory provisions of the country in which the Consumer has their habitual residence, where those provisions apply.
  3. Disputes will be determined by the competent court in accordance with the applicable rules of domestic and international jurisdiction. A Consumer may not be made subject in advance exclusively to the jurisdiction of the courts at the Trader’s registered office.

XVIII. Amendments and Final Provisions

  1. AMZ may amend these General Terms and Conditions for future orders where there is a change in the legislation, services, payment methods or operation of the Website.
  2. Amendments do not affect contracts already concluded unless required by law or expressly agreed by the parties.
  3. The current version is published on the Website together with its effective date.
  4. If any individual provision is declared invalid, the remaining provisions will continue in full force and effect.
  5. The Bulgarian version shall prevail. Translations are provided for convenience and do not limit Customers’ mandatory statutory rights.