Terms of service

GENERAL TERMS AND CONDITIONS FOR USE OF AN ONLINE STORE

  1. SUBJECT

    These General Terms and Conditions govern the relationship between “Luka MS” Ltd. and any person who visits, uses, or makes purchases through the website https://cueaction.store/, including all related pages and social media profiles, in relation to the Products offered, including but not limited to browsing content, registration, purchasing Products, and access to a user account (hereinafter referred to as the “General Terms”).

    Acceptance of these General Terms is a mandatory condition for purchasing Products through the Website and constitutes the conclusion of a distance contract within the meaning of the Consumer Protection Act, the Electronic Commerce Act, and the Act on the Provision of Digital Content and Digital Services and Sale of Goods.

    TRADER INFORMATION

    Company name: “Luka MS” Ltd.
    UIC: 208371881
    Registered office and management address: Sofia, 1404, Triaditsa District, Manastirski Livadi East, 48 Grigor Cheshmedzhiev St., Bl. 48, Entrance B, Floor 5, Apt. 22
    Administrative office: Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1
    Phone: +359899901389 / +359883574676
    Email: cueaction.store@gmail.com
    VAT No.: BG208371881
    Registered in the Commercial Register at the Registry Agency of the Ministry of Justice of the Republic of Bulgaria.

  2. VAT registration under the Value Added Tax Act No. BG208371881;
    hereinafter referred to as the “Trader”.

Any notices to the Trader within the meaning of these General Terms and Conditions may be sent either to the registered office and management address specified above or to the stated administrative office address from which the Trader operates.

3. DEFINITIONS

For the purposes of these General Terms and Conditions, the following definitions shall apply:

“Website” – https://cueaction.store/ and all subpages of the Website, as well as any other pages on social media and the Internet related to the Products, insofar as they do not concern technical functionalities that are maintained exclusively on the domain https://cueaction.store/;

“Visitor” – any natural person who accesses or uses the Website in any manner whatsoever, including but not limited to browsing content or creating an Account, without concluding a purchase agreement within the meaning of these General Terms and Conditions. In the event that such person concludes a purchase agreement, the Visitor shall acquire the status of Consumer and/or Client in accordance with the definitions set out herein;

“Consumer” – any natural person who acquires Products from the Trader’s Website which are not intended for carrying out commercial or professional activity, and any natural person who acts outside the scope of their trade or professional activity;

“Client” – any natural or legal person, other than a Consumer within the meaning of these definitions, who acquires Products through the Website within the scope of their commercial, professional, or business activity, as well as any person acting on behalf of or for the account of a legal entity;

“Account” – a registration on the Website with data provided by the Consumer, Client, and/or Visitor, through which the Website services with their designated functionalities are used, and which allows the respective persons to track their order history and other related information;

“Cart” – a virtual list of Products selected by the Consumer, Client, and/or Visitor on the Website, serving for the temporary storage of items prior to order confirmation and payment;

“Payment Processor” – a third party that processes electronic payments, which, as of the entry into force of these General Terms and Conditions, is Shopify. Information regarding the Payment Processor is available at https://www.shopify.com;

“Goods” – all products having a tangible form, offered for sale through the Website, which may be purchased by and delivered to a Consumer and/or Client;

“Custom-made Goods” – all Goods that are not pre-manufactured but are produced based on the individual choice or decision of the Consumer and/or Client, and which may contain an element of personalization;

“Services” – material or intellectual activities offered by the Trader, performed independently, intended for another person, and not primarily involving the transfer of ownership of a thing, which are always provided based on the individual choice or decision of the Consumer and/or Client, and may contain an element of personalization;

“Products” – the collective term for Goods, Custom-made Goods, and Services as defined in these General Terms and Conditions;

“GDPR” – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation).

  1. 4. GENERAL WEBSITE FUNCTIONALITIES – ONLINE STORE

  1. The Merchant provides free access to browse the content published on the Website.

  2. Through the Website, Visitors may enter into purchase and sale agreements for the Products offered on the Website in compliance with these General Terms and Conditions.

  3. The Merchant provides Website Visitors with the opportunity to send electronic inquiries via special forms available on the Website. To submit an inquiry, the Visitor must correctly complete the relevant fields and click the “Send” button. An electronic inquiry may also be sent directly to the Merchant’s email address. Submitting an inquiry in itself does not constitute the conclusion of a contract between the Visitor and the Merchant. A contractual relationship arises only in the manners specified below.

  4. The Merchant provides the option to select the content language through available buttons/icons located at the top of the Website, which, as of the effective date of these General Terms and Conditions, are Bulgarian and English. These are also the languages in which a contract may be concluded under these General Terms and Conditions.

  5. The Merchant also provides a search function within the Website. To use this functionality, the Visitor must enter a keyword or phrase in the search field and confirm via the search button/icon or the corresponding keyboard key. The system will display a list of results — the Products on the Website that contain the searched terms. A filter may be applied to these results to organize them according to specified criteria.

  6. The Merchant provides Visitors with the option to voluntarily subscribe to the Website’s newsletter by entering an email address in the designated field “Subscribe to our newsletter” or a field with a similar name and content. After requesting the subscription, a confirmation message is sent to the provided email address, through which the Visitor must confirm their desire to receive news, information about Products, promotions, and other notifications. The Visitor may unsubscribe at any time using the unsubscribe option included in each electronic message.

5. ACCOUNT REGISTRATION

  1. The Visitor may register a personal Account on the Website, which provides access to the Products added to the Cart section, order history, saved personal data, and other functionalities provided by the Website and the Merchant.

  2. In order to place an order for Products through the Website, the Visitor is required to register an Account.

  3. Account registration may be completed in two ways:
    • automatically when placing an order through the Website, whereby an Account is created for the email address provided by the User and/or Customer, which may subsequently be accessed using the one-time access code referred to in Section 5.8 below;
    • by deliberate (manual) registration of an Account by the Visitor.

  4. By registering an Account, the Visitor expressly agrees to these General Terms and Conditions and the Privacy Policy. For this purpose, prior to proceeding with Account registration, a text field appears on the Website page clearly stating: “By clicking the ‘Next’ button, you agree to our General Terms and Conditions and Privacy Policy available below on the page.”

  5. If the Visitor does not wish to agree to the General Terms and Conditions and the Privacy Policy in order to register an Account, they should not click the “Next” button.

  6. If the Visitor proceeds by clicking “Next” and registers an Account on the Website, even in the absence of the text field described in Section 5.4 above, it shall be deemed in the relationship between the Merchant and the Visitor that the Visitor has accepted these General Terms and Conditions and the Privacy Policy.

  7. For deliberate registration of an Account, the Visitor must select the “Account” button or an equivalent button on the Merchant’s Website.

  8. After clicking the “Account” button or its equivalent, a new window opens allowing the Visitor to log in by providing their email address. A one-time login code for access to the Website and the “Account” functionality will be sent to the email address specified by the Visitor. The one-time code must be entered into the designated field displayed on the Website page. Upon entering the code, the Visitor may access their Account.

  9. For subsequent logins to the Account, the User must follow the same steps, with each login requiring a new one-time code sent to the Visitor’s email address for access to the “Account” functionality.

  10. The mandatory data to be completed by the Visitor for Account registration, depending on whether it is for the purpose of placing an order or not, are as follows:
    • email address;
    • access code sent to the specified email address of the Visitor, which must be entered on the Website to access the Account;
    • first and last name – when placing an order through the Website;
    • delivery address – when placing an order through the Website;
    • telephone number – when placing an order through the Website;
    • payment details as specified in Section 7.2.4 below – when placing an order through the Website.

  11. In the event of unauthorized access to the Account, the Visitor must immediately notify the Merchant.

  12. The User shall promptly update the data specified in their Account in the event of any changes.

6. PROCEDURE FOR CONCLUDING A CONTRACT

There are two ways to conclude a contract for the purchase of Products:
• by contacting the Merchant via telephone, email, inquiry form through the Website, including through the Merchant’s social media channels; or
• by placing an order directly through the Website.

   1. Direct Contact with the Merchant

  1. These General Terms and Conditions shall also apply to orders of Products placed by Users and/or Customers by telephone, email, or other inquiry forms through the Website.

  2. For sales under Section 6.1, these General Terms and Conditions shall apply unless otherwise agreed between the Merchant and the User and/or Customer during their communication. Prior to concluding the contract, the Merchant shall provide the User with access to these General Terms and Conditions by attaching them to the communication or by providing a direct link to them. If the User does not object and proceeds with the order, it shall be deemed that they have accepted the General Terms and Conditions.

  3. The Merchant shall send its offer to the User to the email address specified by the User. A contract concluded under Section 6.1 shall be deemed concluded upon receipt of confirmation from the User to the email address specified by the Merchant.

2. Order Placed Directly Through the Website

  1. After adding all desired Products to their Cart and specifying the quantity and parameters, the User and/or Customer must confirm the contents of the Cart by clicking the “Complete Order” button or another button with similar wording.

  2. The “Complete Order” button or another button with similar name and functionality automatically redirects the User and/or Customer to the next steps for finalizing the order.

  3. All orders placed through the Website require registration of an Account by the User and/or Customer, through which the orders are completed. The Account is created either with the Order itself and/or through specific registration actions described in Section 5 above.

  4. To complete the order, the User and/or Customer must enter their email address, first and last name, delivery address, telephone number, bank card number and additional related details, and then click the “Review Order” button or another button with similar wording and functionality.

  5. Before completing the order, the User and/or Customer may review all Products added to the Cart, their quantity, unit price, and total price. Depending on the order, a separate delivery cost for the ordered Products may also be displayed.

  6. Before finalizing the order, the Provider shall grant the User and/or Customer access to these General Terms and Conditions, as well as to the Privacy Policy, which must be confirmed by clicking a dedicated button and/or selecting an option indicating acknowledgment. Acceptance thereof is mandatory for concluding a contract for the purchase of Products through the Website.

  7. If such functionality is not available on the Website, confirmation of the order by clicking the “Confirm Order” button shall constitute explicit consent to conclude a contract under these General Terms and Conditions of the Website and the Privacy Policy.

  8. After payment of the order is completed, the Merchant shall send written confirmation of the order to the email address provided by the User and/or Customer.

  9. The User and/or Customer may receive additional notifications at the email address provided by them regarding changes in the order status within the Website’s system.

  10. The purchase and sale contract for the Products between the Merchant and the User and/or Customer under Section 6.2 shall be deemed concluded upon receipt of confirmation from the Merchant to the email address provided by the User and/or Customer.

  11. The User and/or Customer must carefully review the information entered to complete the order. If the User and/or Customer completes the order and immediately thereafter identifies an error in the provided data, they may notify the Merchant via the contact form, email, or by telephone.

  12. By placing an order, the User and/or Customer undertakes to provide accurate, complete, and up-to-date information. In the event of any change, the User and/or Customer undertakes to inform the Merchant in a timely manner.

  1. PAYMENT

1. Bank Transfer

  1. If the order for Products is not completed directly through the Website within the meaning of Section 6.2, but under the conditions of Section 6.1 above, payment to the Merchant shall be made in advance by bank transfer to a bank account specified by the Merchant.

2. Online Payment by Credit/Debit Card

  1. The User and/or Customer agrees that the Merchant is entitled to accept advance payment for concluded purchase and sale contracts for Products offered through the Website.

  2. Payment is made through the Payment Processor.

  3. The User and/or Customer may pay for their order using a debit or credit card.

  4. The data processed may include:
    • name of the cardholder;
    • card number;
    • expiration date;
    • CVC/CVV code (three-digit code indicated on the back of the card);
    • amount and order number.

  5. All data is transmitted via an encrypted connection. Payment is carried out entirely through the secure payment system of the Payment Processor – Shopify. The Merchant does not collect or store bank card data, as such data is processed directly by the Payment Processor – Shopify.

  6. Depending on the bank, the User and/or Customer may be redirected to a secure page to enter a code sent via SMS or another identification method.

  7. The order shall be deemed paid after confirmation by the Payment Processor, upon which a specific confirmation message appears on the Website. After successful payment, the Merchant shall send a confirmation email for the placed order to the email address provided by the User and/or Customer. From that moment, the contract shall be considered concluded and binding on both parties.

  8. All payments shall be made in euros (EUR) in accordance with applicable legislation.

  9. Partial or incomplete payment means that the order will not be processed until the full amount has been received.

  10. If the payment is declined or fails to pass the Payment Processor’s verification checks, the order shall not be considered confirmed and shall not create an obligation for the Merchant to fulfill it. The User and/or Customer may be offered the opportunity to try again or to use another card.

  11. The User and/or Customer is responsible for providing accurate payment details, including card information.

  12. The Merchant shall not be liable for delays or unsuccessful payments if the cause is beyond its control, including technical issues of the bank or the Payment Processor, or due to incorrectly entered data.

3. Processing of Payment Data

  1. The User consents to their personal payment data being processed by the Payment Processor’s payment system and by the Merchant for the purpose of order fulfillment. The same consent is also provided in the Privacy Policy.

  2. The data shall be processed in accordance with the applicable Personal Data Protection Act and the GDPR, and the Merchant may have access only to information regarding the successful transaction (amount, date, last four digits of the card, order identifier) for accounting and customer service purposes.

  3. The Merchant or the Payment Processor shall have the right to request additional payment confirmation in the event of suspicious transactions or discrepancies.

  1. PRODUCTION AND ORDER FULFILLMENT TIMEFRAMES

  1. Through the Website, the Merchant offers its Products, the majority of which are manufactured after a request is submitted by the User and in accordance with the characteristics expressly specified by the User.

  2. The Merchant reserves the right, if at the time of payment the Products are no longer available, to expressly notify the User and refund the amount paid and/or inform the User of a possible delay in the fulfillment period, which later deadline must be accepted by the User.

  3. All Products, including those offered at a discount or promotion, are sold and delivered while stocks last, even if this is not expressly stated on the Website.

  4. Some offers may include restrictions on the minimum or maximum quantity that a User may purchase. In such cases, this information is clearly indicated in the relevant offer.

  5. A production timeframe applies to Custom-Made Goods and Services.

  6. The production period for Custom-Made Goods or Services begins from the moment the final version of the Custom-Made Good and/or Service is confirmed by the User and/or Customer and such confirmation is received by the Merchant. The production period shall also begin only after the price of the Custom-Made Good or Service has been paid by the User and/or Customer to the Merchant.

  7. For Custom-Made Goods and Services, the User shall cooperate with the Merchant in determining the exact characteristics of the desired result and, where necessary, provide all required information (e.g., text, images, logos, specifications, etc.).

  8. The standard production period for Custom-Made Goods and Services, as well as the timeframe for dispatching the Goods to a courier, is between 1 (one) and 5 (five) business days. If a different period applies, it shall be indicated in the specific Product offer or clarified in communication with the User, who must expressly agree to the production timeframe.

  9. The period under Section 8.8 above does not include the delivery time of the Products.

  10. The period under Section 8.8 shall be deemed complied with if the order is handed over to a courier within that timeframe or delivered to the User by another method, depending on the nature of the Product, including for digital services – by sending them via email.

  11. Possible Delays

  • In cases of high order volume, complex customization, technical reasons, or other objective circumstances, the period under Section 8.8 may be extended.

  • The User and/or Customer shall be promptly informed of any delay and the new expected fulfillment timeframe.

  1. Liability for Delay
    The Merchant shall not be liable for delays caused by:
    • incomplete, incorrect, or delayed materials provided by the User and/or Customer;
    • high order volume or complex customizations;
    • technical problems or force majeure circumstances.

  2. The production and courier handover timeframe is separate from the delivery timeframe.

9. DELIVERY

  1. In contracts where the Merchant dispatches the Goods and/or Custom-Made Goods to the User, the risk of loss or damage transfers to the User at the moment when the User or a third party indicated by the User, other than the courier, takes possession of them.

  2. If the User has chosen and appointed a courier not offered by the Merchant to transport the Goods and/or Custom-Made Goods, the risk transfers to the User upon handover of the Goods to the selected courier. In case of loss or damage, the User may claim compensation from the courier.

  3. The User and/or Customer must provide accurate and complete delivery details. To receive the Goods and/or Custom-Made Goods, the User and/or Customer must ensure access to the delivery address and accept the shipment, or visit the courier’s office/parcel locker to collect it.

  4. If the shipment cannot be delivered due to incomplete and/or incorrect information provided by the User and/or Customer, or due to their failure to collect it within the courier’s specified period, the Merchant shall attempt to contact the User and/or Customer to clarify the details and invite collection, provided the Merchant has received information from the courier and delivery is still possible under the courier’s rules. If contact cannot be established and/or correct delivery details are not provided and/or delivery cannot be completed due to reasons attributable to the User and/or Customer, the Merchant shall have the right to retain the paid delivery fee and to claim damages exceeding its amount.

  5. If the delivery fee under Section 9.4 was not paid in advance and the Merchant has covered the cost, the Merchant shall have the right to claim reimbursement from the User and/or Customer, as well as damages exceeding that amount due to failed delivery.

  6. The delivery price for Goods and/or Custom-Made Goods within the Republic of Bulgaria is as follows:
    • standard delivery to an office or parcel locker of Econt or Speedy – EUR 3.48;
    • delivery to an address specified by the User and/or Customer via Econt or Speedy – EUR 5.04;
    • for Goods and/or Custom-Made Goods with a total order value of EUR 50.00 or more – free delivery within the Republic of Bulgaria.

  7. Delivery within the Republic of Bulgaria shall be carried out via Speedy or Econt, at the User’s choice made when placing the order. If such choice is not possible due to Website functionality, the Merchant shall select the courier.

  8. For delivery of Goods and/or Custom-Made Goods within Europe (excluding Bulgaria), as well as for international deliveries (to countries available on the Website), the delivery price is EUR 8.40.
    • For orders with a total value of EUR 80.00 or more – free delivery within Europe.

  9. For delivery of Goods and/or Custom-Made Goods outside Europe and Bulgaria (to countries available on the Website), the price is determined according to the total shipment weight as follows:
    • 0 g to 999 g – EUR 15.00;
    • 1000 g to 1999 g – EUR 19.92;
    • 2000 g to 2999 g – EUR 30.00;
    • 3000 g to 4999 g – EUR 50.40;
    • 5000 g and above – EUR 79.92.

  10. Delivery timeframes, delivery methods (to address, courier office, or parcel locker), and all other specific rules regarding transport and receipt of shipments are governed by the general terms and conditions of the respective courier company selected by the User and/or Customer or by the Merchant.

  11. The User and/or Customer shall be informed of all delivery timeframes directly by the courier company.

  12. The Merchant shall not be liable for delays or other circumstances arising from the activities or conditions of Econt and/or Speedy or any other courier company. The User and/or Customer is deemed informed of and in agreement with the applicable rules of the selected courier at the time of delivery.

  13. The Merchant cannot guarantee an exact delivery date or time, as these are determined by the courier.

  14. If the Goods and/or Custom-Made Goods are damaged during transport, the User and/or Customer must immediately notify the Merchant and the courier and retain the packaging and shipment as evidence of the damage.

10. PRODUCT PRICES

  1. The price of the Products indicated on the Website is final and includes all taxes and fees applicable to the Products within the Republic of Bulgaria, including the delivery price, which is indicated separately.

  2. For the avoidance of doubt, the standard price includes:
    • the value of the Products;
    • standard delivery packaging;
    • all handling and preparation fees for dispatch;
    • all taxes mandatory at the time of the order within the Republic of Bulgaria;
    • the delivery price according to the method selected by the User and/or Customer, respectively by the Merchant, which is indicated separately.

  3. Additional fees and/or customs duties, where applicable for deliveries within the European Union or abroad, are not included in the price and shall be borne by the User and/or Customer.

  4. The final amount payable shall be confirmed by the User and/or Customer prior to finalizing the order through visualization of the Cart and the total value.

  5. All payments through the Website shall be made and accepted exclusively in евро (EUR) as the official legal tender in the Republic of Bulgaria.

  6. In compliance with the requirements of the Bulgarian Act on the Introduction of the Euro in the Republic of Bulgaria, prices shall be displayed simultaneously in Bulgarian lev (BGN) and евро (EUR). The value in EUR shall be calculated according to the official exchange rate and in accordance with the applicable legislation within the statutory period for dual price display.

  7. The Merchant reserves the right to update prices, which shall apply to all future orders after their publication on the Website.

  8. In the event of an obvious technical pricing error, the Merchant shall have the right to refuse the order by notifying the User and/or Customer. In such case, all payments made shall be refunded in full.

11. INTELLECTUAL PROPERTY, INCLUDING CUSTOM-MADE GOODS AND/OR SERVICES

  1. All content on the Website, including but not limited to photographic works, designs, videos, trademarks, 3D models, and graphics, is protected by copyright and related rights under the applicable Copyright and Related Rights Act and/or other intellectual property protection laws, and belongs exclusively to the Merchant or to the respective rights holders.

  2. The purchase of Products and/or their physical receipt does not transfer any intellectual property rights to the User and/or Customer.

3. Provision of Copyrighted and Other Intellectual Property Works for Personalization

  1. When ordering Custom-Made Goods and/or Services, the User and/or Customer may provide images, texts, graphics, or other intellectual property objects to be used for the provision of Services and/or the creation of Custom-Made Goods and/or other Goods and/or Services with a personalization element.

  2. By providing intellectual property objects within the meaning of Section 11.3.1 above and accepting these General Terms and Conditions, the User and/or Customer warrants that:
    • they are the holder of the intellectual property rights in the provided object or have valid authorization from the respective rights holders;
    • the use of the object by the Merchant does not infringe copyrights, trademark rights, personal rights, property rights, or other intellectual property rights of third parties.

4. Rights Granted to the Merchant

  1. By providing intellectual property objects within the meaning of Section 11.3.1 above and accepting these General Terms and Conditions, the User and/or Customer grants the Merchant a non-exclusive, royalty-free, transferable right to use the object for:
    • producing the ordered Service, Custom-Made Good, and/or other Good and/or Service with a personalization element;
    • presenting the Service, Custom-Made Good, and/or other Good and/or Service with a personalization element to the User and/or Customer;
    • using images of the completed personalized Service, Custom-Made Good, and/or other Good and/or Service containing the intellectual property object for advertising, marketing, and demonstration purposes on the Website or other online and offline channels of the Merchant. This includes publishing images or visualizations of the Service, Custom-Made Good, and/or other personalized Good and/or Service for presentation to third parties, without the need for additional consent or payment.

  2. The consent for the use of the rights under Section 11.4.1 above also covers personal data, insofar as such data has been provided by the User and/or Customer to the Merchant. Where data of third parties is provided, the person submitting it is responsible for obtaining the necessary consent from the respective third party. In such cases, the Website’s Privacy Policy shall also apply.

  3. The User and/or Customer bears full responsibility for any claims related to the provided intellectual property object, including potential infringements of third-party rights.

  4. In the event of third-party claims related to the intellectual property object provided by the User and/or Customer, the User and/or Customer who provided it shall indemnify the Merchant for all damages, costs, and penalties arising from the use of the object within the scope of the order and in the manner authorized under Section 11.4.1 above.

  5. The Merchant shall not be liable for the content of the provided materials/objects or for any infringements committed by the User and/or Customer.

12. RIGHT OF WITHDRAWAL OF THE USER

  1. Pursuant to Articles 50–57 of the Consumer Protection Act and these General Terms and Conditions, the User has the right to withdraw from a distance or off-premises contract for the purchase of Goods and/or Services without stating any reason, without owing compensation or penalties, and without bearing any costs other than those provided for in Article 54(3) and Article 55 of the Consumer Protection Act, within 14 days from the date of:
    • conclusion of the contract – in the case of a Service contract, insofar as the right of withdrawal applies to Services;
    • acceptance of the Goods by the User or by a third party indicated by the User, other than the carrier – in the case of a sales contract for Goods.

  2. The User should note that the right of withdrawal does not apply to:
    • provision of Services where the Service has been fully performed, where the contract imposes a payment obligation on the User, and performance has begun with the User’s prior explicit consent and acknowledgment that they will lose the right of withdrawal once the contract has been fully performed by the Merchant;
    • delivery of Goods made to the User’s order or according to their individual requirements;
    • delivery of sealed Goods that have been unsealed after delivery and cannot be returned for reasons related to hygiene or health protection;
    • delivery of Goods which, after delivery and by their nature, have been inseparably mixed with other goods;
    • delivery of sealed audio or video recordings or sealed computer software that have been unsealed after delivery;
    • other cases provided for under Bulgarian legislation.

  3. To exercise the right of withdrawal under Section 12.1 above, the User must inform the Merchant of their decision to withdraw from the contract by means of an unequivocal statement, for example sent to the Merchant’s email address or submitted in writing to the Merchant’s postal address.

  4. To exercise the right of withdrawal, the User should complete and send to the Merchant the standard withdrawal form under Annex No. 6 to Article 47(1)(8) and Article 52(2) and (4) of the Consumer Protection Act, or a statement with similar content:

To: “Luka MS” Ltd.
Address: Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1
E-mail: cueaction.store@gmail.com

I, the undersigned: _________________________________
/Your full name/
Address: ___________________________________
/Your contact address/
Email: ____________________
/Your contact email/

Hereby notify you that I exercise my right to withdraw from the contract for the purchase of the following goods/services:
Name of the good/service: ___________________________
Date of order/contract conclusion: ____________________

I request that the value of the goods be refunded to*:
• the bank account from which the payment was made;
• the following bank account:

Account Holder: _________________
Bank: ____________________
BIC: ____________________
IBAN: ____________________

*delete as appropriate and complete the relevant details

Date: _____________________

Signature: ___________________

or notify the Merchant of the withdrawal in another clear and unequivocal manner.

  1. The User must send the notice under Section 12.4 above regarding the exercise of the right of withdrawal for Goods and/or Services to which withdrawal applies within 14 days from the relevant date under Section 12.1 in order for it to produce effect for the Merchant. Immediately upon receipt of the notice, the Merchant shall send confirmation of receipt of the withdrawal to the User’s provided email address, by telephone, or on another durable medium.

    1. The Goods and/or Services must be returned in their original packaging and without signs of use.

    2. Where the User exercises the right of withdrawal from a distance or off-premises contract and the Merchant has not offered to collect the Goods and/or Services, the User must send or hand them back to the Merchant or to a person authorized by the Merchant without undue delay and no later than 14 days from the date on which the User informed the Merchant of their decision to withdraw. The deadline shall be deemed met if the User sends or returns the Goods and/or Services before the expiry of the 14-day period.

    3. The costs of returning the Goods and/or Services upon exercising the right of withdrawal shall be borne by the User, including delivery costs and fees payable to the Merchant.

    4. The Goods shall be sent to the Merchant at the following administrative address with the following delivery details:

To: “Luka MS” Ltd.
Tel.: +359 899 901 389 or +359 883 574 676
Address: Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1

  1. Where the User has exercised the right of withdrawal from a distance or off-premises contract, the Merchant shall reimburse all amounts received from the User, including the costs of initial delivery to the User, without undue delay and no later than 14 days from the date on which the Merchant was informed of the User’s decision to withdraw.

  2. The Merchant may withhold reimbursement until it has received the Goods and/or Services back or until the User has provided evidence of having sent them back, whichever occurs first.

  3. The Merchant shall reimburse the received amounts using the same payment method used by the User in the initial transaction, unless the User has expressly agreed to another payment method and provided that this does not incur any costs for the User.

  4. The Merchant is not obliged to reimburse additional delivery costs where the User has expressly chosen a delivery method other than the least expensive standard delivery option offered by the Merchant.

  5. The User shall be liable only for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics, and proper functioning.

  6. The User shall be liable for any reduction in the value of the Products in case of improper use or damage during return.

13. WARRANTIES AND COMPLAINTS

  1. The User has the rights arising from the statutory legal guarantee of conformity of the Product, which arises by operation of law with every purchase within the meaning of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods (for Goods and/or Goods made to order) and within the meaning of the Consumer Protection Act (for Services).

Warranty and Complaints Regarding Goods

  1. 1. Warranty

  • If the Goods and/or Goods made to order do not comply with the subjective contractual requirements or with the objective requirements for conformity (Art. 33 of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods), the User shall have the right to:
    • submit a complaint and request that the Goods and/or Goods made to order be brought into conformity;
    • receive a proportional price reduction;
    • terminate the contract.

  1. 2. Complaints

1. The User may submit a complaint regarding non-conformity of the Goods and/or Goods made to order (Art. 41–48 of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods).

2 The time limits for submitting a complaint are:
• for Goods and/or Goods made to order without digital elements: 2 years from delivery;
• for Goods and/or Goods made to order with digital elements: up to 2 years or for the duration of the contract/guarantee, depending on the type of digital content;
• 48 hours from receipt of the Goods and/or Goods made to order where the non-conformity is obvious, external, visible, and could have been identified during a normal inspection at the time of delivery or immediately thereafter.

3 . The time limit shall be suspended during the period of repair or replacement (Art. 37 of the Act).

4. A complaint may be submitted orally or in writing and must include:
• the subject of the complaint;
• the preferred method of resolution;
• a contact address;
• proof of payment and evidence of non-conformity.

5. When submitting a complaint, the User shall attach the documents on which the claim is based, including:
• receipt, invoice, or other proof of payment;
• reports, statements, or other documents establishing the non-conformity of the digital content or digital service or of the Goods and/or Goods made to order, including Goods containing digital elements;
• other documents substantiating the claim as to grounds and amount.

6.Submitting a complaint does not preclude the filing of a court claim.

  1. Warranty and Complaints Regarding Services

    1. Warranty

    1. The Service must comply with the contract, description, quality and quantity, advertising information, and must possess the usual characteristics and the specific requirements of the User (Art. 122 of the Consumer Protection Act).

    2. The Merchant shall be liable for any lack of conformity that appears within 2 years after the provision of the Service, but no later than 14 days from its discovery (Art. 123 of the Consumer Protection Act).

3. Complaints Regarding Services

  1. The User may submit a complaint to the Merchant or to an authorized representative.

  2. When submitting a complaint regarding Services, the User may request:
    • bringing the Service into conformity;
    • a price reduction or termination of the contract; or
    • reimbursement of the amount paid.

  3. The complaint may be submitted orally or in writing and must indicate:
    • the subject of the complaint;
    • the preferred method of resolution;
    • the amount claimed;
    • contact details for feedback.

  4. When submitting a complaint, the User shall specify:
    • the subject of the complaint;
    • the preferred method of resolution;
    • the amount claimed;
    • a contact address.

  5. The User shall attach the documents on which the claim is based, including:
    • receipt or invoice;
    • reports, statements, or other documents establishing the non-conformity of the Service with what was agreed;
    • other documents substantiating the claim as to grounds and amount (Art. 125 of the Consumer Protection Act).

  6. The Merchant is obliged to accept the complaint if it has been submitted within the applicable time limits (Art. 127 of the Consumer Protection Act).

  7. Submitting a complaint does not preclude the filing of a court claim (Art. 129 of the Consumer Protection Act).

8.All notifications to the Merchant regarding claims under this Section 13 may be made using the Merchant’s contact details provided in these General Terms and Conditions. Where the User’s request is made by telephone, the Merchant may require a written description of the request to be sent by email.

9. The alternative dispute resolution body within the meaning of Art. 181n(4) of the Consumer Protection Act are the conciliation commissions operating under the Consumer Protection Commission. Information about them may be found on the official website of the Consumer Protection Commission (https://kzp.bg) or on another page of the same website.

A list of recognized alternative dispute resolution bodies within the European Union is available at:
https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en?prefLang=bg&page=0

10. This section applies to Users within the meaning of these General Terms and Conditions, to consumers within the meaning of §13(1) of the Supplementary Provisions of the Consumer Protection Act, and §6(6) of the Supplementary Provisions of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods.

14. LIMITATION OF LIABILITY

The Merchant shall not be liable for:
• interruption of access due to technical problems;
• damages caused by improper use of the content;
• incompatibility with the User’s hardware/software;
• losses arising from actions of third parties (including the payment processor).

15. PERSONAL DATA PROTECTION

  1. 1. The processing of personal data is carried out in accordance with the General Data Protection Regulation (GDPR), the Personal Data Protection Act, the Privacy Policy, and the Cookie Policy, the latter two being available on the Website.

  2. For more information, please refer to the Privacy Policy and the Cookie Policy.

16. AMENDMENTS TO THE GENERAL TERMS AND CONDITIONS

  1. The Merchant reserves the right to amend these General Terms and Conditions at its discretion. The updated version will be published on the Website in compliance with the provisions of the Consumer Protection Act.

  2. The new General Terms and Conditions shall become effective immediately upon their publication and shall apply to all future Users and/or Clients, as well as to already concluded contracts with legal entities.

  3. If the Merchant intends the new General Terms and Conditions to apply to existing contracts with Users (consumers), the Merchant shall notify such Users by email within 7 days from the date of the amendment.

  4. A User who does not agree with the new terms may, within 1 month from the notification, withdraw from the contract by written notice without owing penalties or compensation, or may continue the performance of the contract under the previous terms.

  5. If the User does not take any action within the specified period, the new General Terms and Conditions shall be deemed accepted after the expiration of the 1-month period.

  6. For Clients who are traders, the updated terms shall enter into force as of the date of publication or as of the date specified in the notification.

17. CONTACTS

For questions and correspondence, you may use the contact details specified in Section 2 of these General Terms and Conditions, namely:

Company name: “Luka MS” Ltd.
Administrative correspondence address:
Sofia, Manastirski Livadi East, 21 Lavski Rid St., Office 1

Registered office and management address:
Sofia 1404, Triaditsa District, Manastirski Livadi East, 48 Grigor Cheshmedzhiev St., Block 48, Entrance B, Floor 5, Apartment 22

Tel.: +359 899 901 389 or +359 883 574 676
Email: cueaction.store@gmail.com

The Consumer Protection Commission is the specialized state authority applying consumer protection legislation in Bulgaria and exercising administrative control over the entire internal market, with the following contact details:

Consumer Protection Commission
Address: 1 Vrabcha St., Floors 3–5, Sofia 1000, Bulgaria
Tel.: +359 2 933 0565
Fax: +359 2 988 4218
Email: info@kzp.bg
Website: https://kzp.bg/

These General Terms and Conditions are prepared in Bulgarian and English. In the event of any conflict between the two versions, the Bulgarian version shall prevail.

These General Terms and Conditions are effective as of 19 February 2026.