1. SUBJECT MATTER AND SCOPE

1.1. These General Terms and Conditions ("GTC") govern the contractual relationship between PAWMATIX DPK (hereinafter "Seller," "We," or "Us") and any natural person (hereinafter "Customer," "User," or "You") purchasing goods (e.g., pet food, accessories) or services via the website [https://www.pawmatix.com/].

1.2. Seller Information:

• Company Name: PAWMATIX DPK
• Headquarters: 
• UIC (BULSTAT): 
• Email: support@pawmatix.com
• Phone: +359877077388
  1.3. By placing an order, the Customer declares that they are at least 18 years of age and have the legal capacity to enter into binding contracts.

2. PRODUCTS AND SERVICES

2.1. Goods: The main goods offered include pet food, nutritional supplements, and pet accessories. The essential characteristics of each product (ingredients, weight, expiry date) are described on the respective product page.

2.2. Services: Services may include the sale of the "Pawmatix Loyalty Card" (Loyalty Card), digital subscriptions, or vouchers for third-party services.

2.3. Images of products are illustrative. While we strive for accuracy, actual packaging may differ slightly due to manufacturer updates.

3. ORDER PROCESS AND CONTRACT CONCLUSION

3.1. The presentation of products on the website constitutes an invitation to treat, not a legally binding offer.

3.2. Steps to Contract:

1. The Customer selects products and adds them to the "Cart."

2. The Customer proceeds to checkout, enters delivery/billing details, and selects a payment method.

3. The Customer reviews the order and clicks the "Buy / Place Order with Obligation to Pay" button.

4. The contract is formed when the Seller sends an Order Confirmation email to the Customer.

3.3. We reserve the right to refuse an order if the stock is exhausted or in cases of obvious pricing errors. In such cases, any paid amounts will be refunded immediately.

4. PRICES AND PAYMENT

4.1. All prices are indicated in EUR and include valid VAT.

4.2. Delivery Costs: Shipping fees are not included in the product price and are calculated separately at checkout before the final confirmation.

4.3. Payment Methods: We accept:

• Credit/Debit Cards (Visa, MasterCard).
• Bank Transfer.
• Cash on Delivery (subject to local availability and fees).

4.4. Title to the goods remains with the Seller until full payment is received.

5. DELIVERY

5.1. Territory: We deliver to addresses within Bulgaria and EU Member States.

5.2. Timeframe: Estimated delivery times are  10 business days. Delays caused by the courier or force majeure are not the responsibility of the Seller, provided the delay is not unreasonable (more than 30 days).

5.3. Transfer of Risk: The risk of loss or damage to the goods passes to the Customer when the Customer (or a third party designated by them) acquires physical possession of the goods.

5.4. Inspection: Upon delivery, the Customer must inspect the package for visible damage. If the package is damaged, please refuse the shipment or note the damage on the courier's receipt.

6. RIGHT OF WITHDRAWAL (RETURN POLICY)

6.1. Right to Withdraw: The Customer has the right to withdraw from the contract within 14 days without giving any reason.

6.2. Withdrawal Period:

• For Goods: 14 days from the day the Customer acquires physical possession of the goods.
• For Services: 14 days from the conclusion of the contract.

6.3. Procedure: To exercise this right, you must inform us via email at support@pawmatix.com or use the Standard Withdrawal Form (see Appendix 1).

6.4. Refunds: We will reimburse all payments received, including standard delivery costs, within 14 days of receiving your withdrawal notice (or receiving the goods back). We use the same means of payment as the initial transaction.

6.5. Return Costs: The direct cost of returning the goods is borne by the Customer.

6.6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Perishable Goods: Pet food or supplements liable to deteriorate or expire rapidly.
• Sealed Goods (Hygiene): Pet food, treats, or hygiene products (shampoos, etc.) which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery.
• Services: If the service has been fully performed with the consumer’s prior express consent and acknowledgment that they will lose their right of withdrawal once the contract is fully performed.

7. LEGAL GUARANTEE OF CONFORMITY

7.1. Statutory Guarantee: All goods sold are covered by the legal guarantee of conformity for goods for a period of two (2) years from delivery, under EU Directive 1999/44/EC and the Bulgarian Consumer Protection Act.

7.2. Non-Conformity: If a product is defective or does not match the description, the Customer is entitled to:

•  Repair or replacement (free of charge).
• A price reduction or termination of the contract (refund), if repair/replacement is impossible or disproportionate.

7.3. This guarantee does not cover damage caused by improper storage (e.g., keeping wet food in heat), misuse, or normal wear and tear.

8. LIABILITY

8.1. Product Liability: PAWMATIX is not the manufacturer of the pet food. Liability for defects causing damage to health or property rests with the manufacturer. We will assist in providing manufacturer details upon request.

8.2. Services: For third-party services booked through our platform (e.g., Vet appointments), PAWMATIX acts strictly as an intermediary. The contract for the specific service is between the Customer and the Service Provider (Merchant).

9. PERSONAL DATA PROTECTION

We process your personal data in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR). Please refer to the Privacy Policy page for details.

10. DISPUTE RESOLUTION

10.1. Complaints: Please address any complaints to support@pawmatix.com. We aim to resolve disputes amicably within 14 days.

10.2. Supervisory Authority: Commission for Consumer Protection (KZP) - Bulgaria (www.kzp.bg).

10.3. ODR Platform: Consumers may use the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/.

10.4. Governing Law: These Terms are governed by Bulgarian law.

APPENDIX 1: STANDARD WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract)

To: PAWMATIX DPK, 11 Pirin Str., fl. 3, apt 9, Sofia, Bulgaria, Email: support@pawmatix.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods/provision of the following service:

• Ordered on: [Date] / Received on: [Date]
• Name of Consumer(s): _______________________
• Address of Consumer(s): _____________________
• Signature of Consumer(s): (only if this form is notified on paper)

Date: _______________