Terms and conditions
Last updated: November 2026
Article 1 — Definitions
- Trader: Plan B Marketing EOOD, trading as CozyNuva.
- Consumer: a natural person not acting for business or professional purposes.
- Distance contract: a contract concluded via the webshop.
Article 2 — Identity of the trader
Plan B Marketing EOOD
ul. Dr. Lyuben Popov 70, floor -1, apartment 1
9000 Varna, Bulgaria
Email: [email protected]
Article 3 — Applicability
These terms apply to every offer and every distance contract between the trader and the consumer. Deviations are valid only if agreed in writing.
Article 4 — Offer and conclusion
The offer contains a complete and accurate description of the products. Obvious mistakes or errors in the offer (for example a clearly incorrect price) do not bind the trader. The contract is concluded when the consumer accepts the offer and meets the associated conditions. The trader confirms the order by email without delay.
Article 5 — Prices
All prices are in euro and include VAT and other charges, unless stated otherwise. Shipping costs are disclosed before the order is placed.
Article 6 — Payment
Payment is made via the payment methods offered in the webshop (iDEAL, credit card, Bancontact, SEPA direct debit and others). Payments are processed securely by our payment processor Stripe.
Article 7 — Delivery
The trader executes orders within the stated delivery period. If delivery exceeds 30 days, the consumer may terminate the contract free of charge and the amount paid will be refunded. The risk of damage or loss passes to the consumer upon delivery of the products.
Article 8 — Right of withdrawal
The consumer has the right to withdraw from the contract within 14 days of receiving the product, without giving reasons. The withdrawal period starts on the day the consumer (or a designated third party) receives the product.
During the cooling-off period the consumer must handle the product and packaging with care. The consumer may only unpack or use the product to the extent necessary to establish its nature, characteristics and functioning.
Withdrawal can be made via the model withdrawal form or by another unambiguous statement to [email protected].
Article 9 — Costs of withdrawal
The cost of returning the product is borne by the consumer, unless we indicate otherwise or the product was defective or incorrectly delivered.
Article 10 — Refund
After receiving the withdrawal notice we will refund all payments received (including standard delivery costs) within 14 days, using the same payment method. We may withhold the refund until we have received the product or until the consumer proves it has been returned. Any diminished value resulting from use beyond what was necessary may be deducted.
Article 11 — Exclusions from the right of withdrawal
The right of withdrawal does not apply to: products made to the consumer’s specification or clearly personalised; sealed products which cannot be returned for hygiene reasons once the seal has been broken, where applicable.
Article 12 — Conformity and guarantee
We guarantee that the products conform to the contract, the specifications stated in the offer and the legal requirements of the European Union. The statutory conformity guarantee of at least two years applies in full. If a product is defective or does not conform to the contract, we will repair or replace it free of charge; if that is not possible, the consumer is entitled to a price reduction or termination with refund.
Article 13 — Complaints
Complaints about the performance of the contract can be submitted via [email protected]. We will respond with a substantive reply within 14 days. You may also submit a dispute via the European ODR platform: ec.europa.eu/consumers/odr.
Article 14 — Applicable law
Contracts between the trader and the consumer are governed by Bulgarian law, unless mandatory provisions of the law of the consumer’s country of residence are more favourable to the consumer.