These Terms and Conditions enter into force on 20 October 2026.
Section I – General Information about the Seller and Regulatory Authorities
These TERMS AND CONDITIONS govern the relationship between “Tochka and Tochka” Ltd, hereinafter referred to as the “Seller”, on the one hand, and users of the website and services available at www.tochka-tochka.com, hereinafter referred to as the “Users”, on the other.
tochka and tochka Ltd is a company registered under the Commercial Act of the Republic of Bulgaria, with Unified Identification Code (UIC): 204941565, having its registered office and business address at 20A Yastrebets Street, Sofia 1680, Bulgaria; email: studiotochka@gmail.com; telephone: +359 887581112.
Please read these Terms and Conditions in full before using the information and commercial services offered by www.tochka-tochka.com, hereinafter referred to as the “Services”. Any use of the online store constitutes an acknowledgement by the User that they have been informed of the existence of these Terms and Conditions and agree to them. Certain actions in the online store may require the User’s express confirmation that they agree to all the provisions of this document and undertake to comply with them.
Section II – Characteristics of the Online Store
Article 1 (1) The online store enables third parties to browse products offered for sale and to conclude distance contracts for the sale and purchase of goods. The Seller’s primary objective is to provide the following functionalities through the online store:
- Viewing detailed descriptions, specifications and images of products to provide information to Users;
- Updating product information and providing access to current availability and prices;
- Submitting an order request to the Seller and subsequently concluding a distance contract for the sale and purchase of goods;
- Paying for ordered goods online by debit or credit card;
- Providing channels for communication with the Seller through the online store in connection with or arising from its use, including matters relating to concluded distance contracts for the sale and purchase of goods.
(2) These Terms and Conditions, in their entirety, apply to all relationships between the Seller and Users. Exceptions may be made only where the relevant parties have entered into a written agreement that expressly limits the scope of these Terms and Conditions.
Section III – Steps for Concluding a Distance Contract for the Sale and Purchase of Goods
Article 2 (1) Users may conclude contracts for the sale and purchase of goods through the online store without registering an account.
(2) To submit an order, the User must complete the following steps:
- Select one or more available products displayed on the website and add them to the shopping cart by clicking the “Buy” button;
- Review all products in the shopping cart, including their individual prices and quantities, the total price and the delivery costs, and proceed to the next step by clicking the relevant checkout button;
- Provide the information required for delivery: the delivery address (street address, city and postal code) or the address of a courier office; the contact person’s first and last name, email address and telephone number; and any additional information required for the order, where applicable;
- Pay the total amount due by debit or credit card;
- Expressly agree to these Terms and Conditions and the Privacy Policy, and submit the order by clicking the final order confirmation button.
Before the User submits the order, the total price payable, including applicable taxes and delivery costs, shall be displayed. The final order confirmation button shall clearly indicate that placing the order entails an obligation to pay.
(3) After the order has been submitted, the User will receive an automatically generated email confirming receipt of the order. The email will contain information about the goods ordered, their quantities, the total price and the expected delivery timeframe.
(4) If the automatically generated email is not received, the User is advised to check their email spam folder. If the order confirmation email has not been received, the User should contact the Seller promptly to clarify the status of the order.
Article 3 (1) The distance contract for the sale and purchase of goods between the Seller and the customer shall be deemed concluded when the customer receives the automatically generated order confirmation email, subject to the provisions of these Terms and Conditions and applicable law.
(2) By accepting these Terms and Conditions, the User acknowledges that separate distance contracts for the sale and purchase of goods are concluded in respect of each item included in the order.
(3) The Seller reserves the right to reject an order on objective grounds, including unavailability of the ordered goods, an obvious pricing or technical error, or reasonable grounds to suspect fraud or misuse. The Seller shall notify the customer by email as soon as reasonably practicable and, where possible, within 24 hours of receiving the order or no later than the next working day. If payment has already been made, the Seller shall refund the amount paid without undue delay.
Article 4
(1) All product prices displayed in the online store are in euros (EUR). Applicable taxes and any other charges shall be indicated where relevant. Delivery costs shall be displayed separately before the order is placed, and the total amount payable, including applicable taxes and delivery costs, shall be shown before the customer confirms the order and undertakes to pay.
(2) The customer may pay for the ordered goods by credit or debit card through the Stripe payment service.
(3) Payments received by the Seller shall be recorded in accordance with applicable law. The relevant payment or accounting document shall be issued where required and sent to the User by email.
Section IV – Rights and Obligations of Users
Article 5 – Users’ Rights
Users have the following rights:
- To access the online store to browse offers for concluding contracts for the sale and purchase of goods;
- To provide their personal data when using a contact form;
- To contact the Seller when they require additional information about products or encounter problems using the online store;
- To receive information from the Seller about the status of an order submitted through the online store;
- To receive the relevant document confirming payment for goods purchased under a distance contract;
- To exercise their statutory consumer rights, including the right to withdraw from a contract and the right to remedies for non-conforming goods.
Article 6 – Users’ Obligations
Users undertake:
- To use the online store responsibly, in accordance with the laws of the Republic of Bulgaria, applicable European Union legislation and these Terms and Conditions;
- Not to engage in unlawful activities that may partially or entirely disrupt the operation of the online store;
- Not to copy, modify, reproduce or distribute content from the online store for unlawful purposes, including copyright infringement, without the Seller’s express written permission;
- Not to infringe the Seller’s rights or legitimate interests and to refrain from acts or omissions that may result in such infringement;
- To exercise their rights under distance contracts in accordance with Bulgarian law, including the right to make a complaint and the right to withdraw from a contract;
- To be available at the specified address or to collect the goods from the designated courier office, as applicable, to facilitate delivery of the ordered goods;
- To handle and inspect delivered goods with reasonable care;
- To inform the Seller promptly if they notice apparent damage, defects or discrepancies in the goods or their packaging, without prejudice to their statutory rights;
- To pay for the ordered goods in advance when placing the order, including delivery costs unless these are covered by the Seller;
- To unpack goods carefully and take reasonable care to avoid unnecessary damage to the goods or packaging.
Section V – Rights and Obligations of the Seller
Article 7 – Seller’s Rights
The Seller has the following rights:
- To send advertising or commercial communications electronically, including by email or text message, where the required consent has been obtained or another lawful basis applies;
- To offer goods to the public for the purpose of concluding distance contracts for their sale and purchase;
- To receive advance payment of the advertised price of the goods included in an order;
- To temporarily or permanently discontinue offering particular goods where delivery becomes objectively impossible or for another legitimate reason;
- To reject an order on objective grounds, including unavailability of the goods, an obvious pricing or technical error, or reasonable grounds to suspect fraud or misuse. The Seller shall notify the customer as soon as reasonably practicable and refund any payment already received without undue delay;
- To collect, store and process personal data in accordance with applicable data protection law and the Seller’s Privacy Policy;
- To use customer comments, reviews and ratings to promote the online store, subject to applicable law and respect for third-party rights;
- To use the civil, administrative and criminal law remedies available to protect copyright and other intellectual property rights;
- To share personal data with third parties involved in the operation, maintenance and development of the online store, where legally permitted and in accordance with the Privacy Policy;
- To engage external service providers to deliver goods to customers.
Article 8 – Seller’s Obligations
The Seller undertakes, in relation to persons using the online store:
- To maintain the online store in proper technical condition and respond within a reasonable time to technical problems or disruptions affecting its normal operation, including reported bugs and other technical issues;
- To respect the rights and legitimate interests of Users and assist them, where appropriate, in exercising those rights, including in relation to distance contracts and the processing and storage of personal data;
- To transfer ownership of the goods included in the relevant order in accordance with the applicable contract and law;
- To notify customers promptly if goods ordered through the online store are unavailable and to refund any payment received without undue delay;
- To publish updated versions of these Terms and Conditions and other relevant policies when changes are made, and to inform affected customers where required by law or where necessary in connection with an existing contract;
- To be liable in accordance with these Terms and Conditions and applicable law.
Section VI – Delivery Terms
Article 9 (1) The Seller is responsible for arranging delivery of the goods to the customer through an external carrier, within the timeframes specified in the “Shipping and Return Policy”.
(2) The Seller shall package the goods appropriately to protect their integrity and condition until they are delivered to the customer.
(3) The Seller delivers goods to Bulgaria and to the other countries for which delivery is expressly offered at checkout.
Article 10 (1) If the Seller is unable to deliver the goods covered by the distance contract because they are unavailable, the Seller shall notify the customer without undue delay after becoming aware of the unavailability.
(2) If payment has already been made by card, the Seller shall refund the amount paid without undue delay.
Article 11 (1) The customer or the person receiving the goods on their behalf is encouraged to inspect the goods upon delivery for apparent damage, missing items or goods that differ from those ordered. If any such issue is identified, the customer should notify the Seller promptly. If immediate inspection is not possible, the customer may contact the Seller by telephone or email as soon as reasonably practicable.
(2) Failure to inspect the goods upon delivery or to notify the Seller immediately of apparent damage or discrepancies does not, by itself, deprive the customer of statutory rights concerning non-conformity, defects or other remedies available under applicable law.
Section VII – Complaints, Returns and Exchanges
Article 12 – Non-Conforming Goods
(1) The Seller is responsible for any lack of conformity of the goods that exists at the time of delivery, in accordance with applicable consumer protection law.
(2) Customers may notify the Seller of a lack of conformity by emailing studiotochka@gmail.com.
(3) Where the goods do not conform to the contract, the consumer may exercise the remedies provided by applicable law. Depending on the circumstances and the statutory requirements, these may include bringing the goods into conformity through repair or replacement, an appropriate price reduction, or termination of the contract and a refund.
(4) Where delivery of the goods covered by the distance contract is impossible or the Seller cannot bring the goods into conformity as required by law, the consumer may be entitled to a price reduction or to terminate the contract, as applicable. Any refund due shall be made within the period prescribed by applicable law and using the appropriate payment method.
(5) Any costs associated with bringing the goods into conformity, including necessary return and redelivery costs, shall be borne by the Seller where required by applicable law.
Article 13 – Right of Withdrawal
(1) Consumers within the meaning of the Bulgarian Consumer Protection Act have the right to withdraw from a distance contract within 14 days of taking physical possession of the goods, without giving a reason and without incurring a penalty. This right may be exercised by sending a clear statement of withdrawal to the Seller at studiotochka@gmail.com. Any statutory exceptions to the right of withdrawal shall apply.
(2) The Seller will acknowledge receipt of the withdrawal notice within one working day as a customer service commitment.
(3) After notifying the Seller of their decision to withdraw, the consumer shall send the goods back without undue delay and no later than 14 days from the date on which the Seller was informed of the decision. The consumer shall:
- Package the goods securely to protect them during return transport. The original packaging is not mandatory, but the goods must be packaged appropriately;
- Take reasonable care of the goods. The consumer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods;
- Include any accompanying items supplied with the goods, where applicable;
- Bear the direct cost of returning the goods, provided that the consumer was informed of this obligation before placing the order.
The exercise of the statutory right of withdrawal shall not be made conditional on the goods being unused, returned in their original packaging, or accompanied by a receipt or invoice. The consumer’s statutory rights remain subject to applicable law.
Article 14 – Costs of Returns
(1) Where the consumer exercises the right of withdrawal, the consumer shall bear the direct cost of returning the goods, provided that the consumer was informed of this obligation in advance. These costs may not be deducted from the refund if the consumer has already paid them directly to the carrier.
(2) The Seller is not required to reimburse additional delivery costs if the consumer expressly chose a delivery method other than the least expensive standard delivery option offered by the Seller.
Article 15 – Refunds Following Withdrawal
(1) The Seller shall reimburse all payments received from the consumer, including the cost of the least expensive standard delivery option offered, without undue delay and no later than 14 days from the date on which the Seller was informed of the consumer’s decision to withdraw from the contract. The refund shall be made using the same payment method used by the consumer, unless the consumer expressly agrees to another method that does not incur additional costs for the consumer.
(2) The Seller may withhold the refund until the goods have been received back or the consumer has provided evidence that the goods have been sent back, whichever occurs first.
Section VIII – Intellectual Property
Article 16 (1) All elements comprising the online store, including but not limited to the logo, graphic images, texts, trademarks, interactive components and multimedia content, are subject to the exclusive rights of the Seller, unless otherwise agreed with the relevant rights holder.
(2) The Seller reserves all intellectual property rights relating to the online store, whether owned by the Seller, acquired under licence agreements or obtained by other lawful means. The content accessible to Users when visiting the online store is governed by these Terms and Conditions.
(3) Users may download, transfer and use content solely for personal, non-commercial purposes, provided that such use does not infringe copyright or related rights under applicable Bulgarian law and complies with these Terms and Conditions.
(4) Use of the content for commercial purposes is permitted only with the Seller’s express written consent. Any subsequent or other use of the content that has not been authorised by the Seller may constitute a breach of these Terms and Conditions and an infringement of the Seller’s intellectual property rights. The Seller reserves the right to pursue the remedies available under applicable law.
Article 17 (1) Use of the content for purposes other than those expressly permitted by these Terms and Conditions or by separate written consent from the Seller is prohibited.
(2) The presence of content that links to the Seller’s website or identifies the Seller as its author does not constitute permission to use that content.
Section IX – Liability and Obligations of the Seller
Article 18 – Transfer of Risk
The Seller bears the risk of loss of or damage to the goods until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. Where the consumer independently commissions a carrier that was not offered by the Seller, the risk passes to the consumer when the goods are handed over to that carrier, to the extent permitted by applicable law.
Article 19 – Limitations of Liability
The Seller shall not be liable to the extent permitted by applicable law for loss or damage arising directly from circumstances beyond the Seller’s reasonable control, provided that the Seller has taken reasonable steps to prevent or mitigate such loss or damage.
The following circumstances may affect the availability or presentation of the online store or its products:
- Unforeseeable circumstances or events beyond the Seller’s reasonable control;
- Temporary inability to access the website or inaccuracies or omissions in its content, including advertising material, where the Seller is not otherwise legally responsible;
- Temporary unavailability of particular products, the website, an account or other online store functionalities;
- Differences between the appearance of a product on a screen and the physical product, including minor colour variations caused by screen settings;
- Natural individual variations in handmade porcelain, provided that the goods otherwise conform to their description and the contract.
Nothing in this Article excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability for non-conforming goods or the infringement of mandatory consumer rights.
Article 20 – Seller’s Liability
(1) The Seller is responsible, in accordance with applicable law, for matters including:
- Failure to arrange delivery and hand over the goods to the carrier within the agreed or legally required timeframe;
- Discrepancies in the quantity or quality of delivered goods compared with the order;
- Hidden defects and any lack of conformity for which the Seller is legally responsible.
(2) The Seller’s liability shall be determined in accordance with applicable law. Nothing in these Terms and Conditions limits or excludes liability or remedies that cannot lawfully be limited or excluded, or restricts a consumer’s statutory rights.
Article 21
The Seller undertakes to make reasonable efforts to ensure the reliability and security of the online store. However, due to the nature of the internet, the Seller cannot guarantee uninterrupted availability or error-free operation of the website at all times.
Article 22
The Seller shall not be liable for loss or damage arising from the use of information, content or resources available through the online store to the extent that such liability may lawfully be excluded. Nothing in this Article excludes or limits the Seller’s liability for its contractual obligations, non-conforming goods, negligence, wilful misconduct or any other liability that cannot be excluded under applicable law.
Article 23
In the event of a dispute between the Seller and a User concerning a purchase made through the online store, the Seller will make reasonable efforts to reach a fair and mutually acceptable resolution. If no agreement can be reached, the dispute may be referred to the competent authorities or courts in accordance with applicable law.
Section X – Transitional and Final Provisions
Article 24
In the event of a conflict between these Terms and Conditions and the provisions of a separate agreement concluded between the Seller and another party, the provisions of the separate agreement shall prevail to the extent that they lawfully apply to the relevant relationship.
Article 25 – Transfer of Rights and Obligations
The customer may not transfer contractual rights or obligations to a third party without the Seller’s prior written consent, except where such transfer is permitted by applicable law. Nothing in this Article restricts statutory consumer rights or remedies.
Article 26 – Applicable Law and Dispute Resolution
(1) These Terms and Conditions govern the relationship between the Seller and Users or customers of the online store in accordance with Bulgarian law. Matters not expressly regulated by these Terms and Conditions shall be governed by applicable Bulgarian law and relevant European Union law. Nothing in these Terms and Conditions deprives consumers of the mandatory protection afforded to them under the law applicable to their contract.
(2) In the event of a dispute, the parties shall seek to resolve it through mutual understanding and good-faith negotiations. If no agreement can be reached, the dispute may be brought before a competent court in accordance with applicable law. Nothing in this Article restricts the consumer’s right to bring proceedings before a court that has jurisdiction under mandatory consumer protection rules.
Article 27
The parties undertake to respect and protect each other’s rights and legitimate interests and to protect trade secrets and confidential information that come to their knowledge in connection with the performance of a distance contract for the sale and purchase of goods, subject to applicable law.
Article 28 – Amendments to the Terms and Conditions
(1) The Seller reserves the right to amend and supplement these Terms and Conditions at any time by publishing an updated version in the online store.
(2) Amendments shall take effect from the date of publication and shall apply to orders placed after that date, unless otherwise required or permitted by applicable law.
(3) Amendments shall not alter the terms of contracts already concluded with customers, unless such changes are permitted by applicable law or expressly agreed with the customer where required.
Article 29 – Severability
If any provision of these Terms and Conditions is declared invalid or unenforceable by a competent court or other authority, this shall not affect the validity or enforceability of the remaining provisions. The invalid or unenforceable provision shall be dealt with in accordance with applicable law.
Article 30 – Contacting the Seller
Users may contact the Seller regarding these Terms and Conditions using the contact details provided in the online store.