Legal notice
GENERAL TERMS AND CONDITIONS of mateomilano.com
Merchant: Name: MATEO MILANO LTD UIC: BG208729937 Address: Varna 9002, 162 Eighth Primorski Polk Blvd., floor 3, apt. 1 Managers: Hana Plamenova Koeva and Svilen Dimitrov Petkov Website: mateomilano.com Email: info@mateomilano.com Phone: +359 886 106 177
1. General Provisions
These General Terms and Conditions govern the relationship between MATEO MILANO LTD and any user who uses the website mateomilano.com or purchases products offered through it. Using the website and placing an order constitutes acceptance of these terms. The user must use the site in good faith, refrain from providing false information, and comply with applicable legislation. The company strives to keep product descriptions and photos up to date, but minor differences may occur due to the manufacturer or display settings.
2. Scope of Activity
The website offers cosmetic products and personal hygiene products. All products are offered subject to availability and according to the descriptions valid at the time of publication.
3. Registration
The user may place an order with or without registration. When registering, the user must provide accurate and current information. If their details change, they must update them promptly in their profile. MATEO MILANO LTD is not liable for damages resulting from false or outdated information provided by the user.
4. Orders
An order is considered accepted after a confirmation email is sent. The sales contract is concluded in Bulgarian. If a product is out of stock, the company may offer an alternative product or refuse to fulfill the order, notifying the user within a reasonable time and refunding any amounts paid.
5. Prices and Payment
All prices are in euros and include VAT. Available payment methods are published on the website and may include card payment, cash on delivery, or bank transfer. Prices may be changed for future orders without affecting already confirmed orders.
6. Delivery
Delivery is carried out by a courier company within the territory of the Republic of Bulgaria. Delivery times and prices are published on the website and may be updated. The standard delivery time is up to 3 business days after order confirmation, unless otherwise stated on the site. In case of delays caused by the courier, the company is not liable but will assist in resolving the issue. The risk of accidental loss or damage passes to the user once the goods are handed over to the courier.
7. Right of Withdrawal
The user has the right to withdraw from the contract without giving a reason within 14 days from the date of receiving the product, in accordance with the Consumer Protection Act and Directive 2011/83/EU. To exercise this right, the user must notify the company by: • sending an email to info@mateomilano.com; • completing the standard withdrawal form available on the website.
Products must be returned in merchantable condition, without signs of use, and in their original packaging, within 14 days of notifying the company. Return costs are borne by the user unless otherwise agreed. The company refunds the paid amount, including initial delivery costs (up to the standard rate), within 14 days of receiving the withdrawal notice, but not before receiving the returned goods or proof of shipment.
Exceptions: The right of withdrawal does not apply to opened products (cosmetics, perfumes, personal hygiene items) which, for hygiene reasons, cannot be returned once unsealed, pursuant to Art. 57, para. 1, item 5 of the Consumer Protection Act.
8. Complaints
The user may file a complaint if the delivered product does not conform to the sales contract, within the time limits set by Bulgarian law. Complaints must be submitted in writing via email to info@mateomilano.com or to the company’s address, describing the non-conformity and attaching photos or other evidence. Complaints are reviewed within the legally defined period (up to 30 days). If the complaint is justified, the user is entitled to free repair, replacement, price reduction, or contract cancellation under the Consumer Protection Act.
9. Personal Data
MATEO MILANO LTD processes personal data solely for order fulfillment, accounting obligations, and customer service, in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Bulgarian legislation. Detailed information on data processing, data subject rights, and how to exercise them is available in the Privacy Policy on mateomilano.com.
10. Cookies
The website uses cookies to improve user experience, analyze traffic, and support shopping cart functionality. Upon first visit, the user is informed about cookie usage and may manage their preferences. Detailed information is available in the Cookie Policy on mateomilano.com.
11. Intellectual Property
All texts, images, graphics, logos, and other content on the website are the property of MATEO MILANO LTD or are used legally. Their use without explicit written permission is prohibited and may result in liability under applicable law.
12. Limitation of Liability
The company is not liable for temporary interruptions of website access, technical issues beyond its control, or inaccuracies caused by third parties. The company makes reasonable efforts to ensure continuous and secure access to the site.
13. Alternative Dispute Resolution (ADR)
If dissatisfied with the response to a complaint, the user may contact: • Consumer Protection Commission (CPC) – www.kzp.bg; • Conciliation Commission at CPC for out-of-court consumer dispute resolution; • EU Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr
14. Changes to the Terms
MATEO MILANO LTD may update these Terms and Conditions due to legislative changes or modifications to website operations. The new version becomes effective upon publication on the site. Continued use of the site after publication constitutes acceptance of the changes. For significant changes, the company will make efforts to notify registered users by email.
15. Applicable Law
For all matters not covered herein, the provisions of Bulgarian law apply, including the Consumer Protection Act, the Electronic Commerce Act, and the Obligations and Contracts Act. Disputes are resolved by mutual agreement, and if impossible, by the competent Bulgarian court.
Last updated: June 2026