FLUFFSY | TERMS AND CONDITIONS

Terms and Conditions for Online Sales and Use of the Website

Last updated: 11 August 2026

These Terms and Conditions govern the use of fluffsy.bg and online purchases from Fluffsy. They should be read together with our Refund, Return and Exchange Policy, Privacy Policy, Cookie Policy, and Shipping Policy.

Nothing in these Terms and Conditions limits any mandatory rights granted to consumers under Bulgarian law or applicable European Union law.

1. Seller Information

The seller and operator of the online store is:

ATDH 2026 OOD, trading under the brand Fluffsy

UIC: 208794194

Registered under Article 97a of the Bulgarian Value Added Tax Act

Address: 34 Stara Planina St., 9000 Varna, Bulgaria

Email: info@fluffsy.bg

Telephone: +359 894 244 570

Website: https://fluffsy.bg

ATDH 2026 OOD is registered with the Bulgarian Commercial Register maintained by the Registry Agency.

2. Scope and Definitions

These Terms and Conditions apply to purchases made through fluffsy.bg for delivery within the territory of the Republic of Bulgaria.

A consumer is a natural person acting for purposes outside their trade, business, craft or professional activity.

Mandatory consumer rights apply where the buyer qualifies as a consumer under applicable law. Orders made in the course of a business or professional activity may be subject to separately agreed terms.

To place an order, you must have the legal capacity required to enter into a contract or act with the consent of a parent or legal representative where such consent is legally sufficient.

3. Product Information and Availability

The main characteristics, price and availability of each product are stated on the relevant product page.

Before placing an order, customers should review the product description, specifications, compatibility requirements, safety information and instructions for use, where applicable.

Product images are intended to represent the goods as accurately as possible. Colours may appear slightly different depending on screen settings, lighting or other technical factors. Such minor visual differences do not entitle us to supply a product that is materially different from the product ordered.

Where the use of a product requires a mobile application, user account, internet connection, compatible device or third-party service, the material requirements will be stated on the product page and/or in the product documentation.

Products are offered subject to availability.

If a product becomes unavailable after an order has been placed, we will inform the customer without undue delay and refund any amount paid for the unavailable product.

4. Prices, Taxes and Delivery Charges

Prices on fluffsy.bg are stated in euros (EUR) and represent final consumer prices, including all taxes and charges that are required by law to be included.

Delivery charges are not included in the product price unless expressly stated otherwise.

The applicable delivery charge is shown to the customer before the order is submitted.

We may change prices for future orders. A price change does not affect a contract that has already been concluded.

If a displayed price contains an obvious technical, typographical or other manifest error that a reasonable customer could recognise as an error, we will contact the customer before fulfilling the order.

We will not apply a different price without the customer's express consent. If no agreement is reached, the order may be cancelled and any amount already paid will be refunded without undue delay.

5. Placing an Order and Conclusion of the Contract

To place an order, select the desired product and quantity, add them to the cart, provide the requested contact and delivery information, select an available delivery and payment method, review the order and correct any errors before submitting it.

The final button used to submit the order clearly indicates that the order entails an obligation to pay.

Submitting an order constitutes an offer by the customer to purchase the specified goods in accordance with these Terms and Conditions.

Receipt of the order is confirmed electronically.

The sales contract is concluded when we send a confirmation accepting the order.

If an automated message expressly states that it only confirms receipt of the order and does not constitute acceptance, the contract is concluded upon the subsequent confirmation of acceptance or dispatch.

The order confirmation and applicable contractual information will be provided by email or another durable medium.

The customer should review the information contained in the confirmation and contact us promptly if an error is identified.

We may refuse an order for a legitimate reason, including:

• lack of availability;

• unsuccessful payment authorisation;

• inability to deliver to the provided address;

• reasonable suspicion of fraud or abuse;

• an applicable legal restriction;

• an obvious error in pricing or product information.

If a paid order is refused, we will inform the customer and refund the amount paid without undue delay.

6. Payment

The payment methods currently available are:

• payment on delivery (cash on delivery), collected through the courier; and

• payment by debit, credit or business bank card through a virtual POS terminal provided by DSK Bank AD.

The available payment methods are displayed to the customer before the order is submitted.

For cash-on-delivery orders, the price of the products and the applicable delivery charge are paid upon receipt of the shipment using the payment options made available by the courier.

We do not charge an additional fee based solely on the selected payment method unless such a fee is clearly disclosed before the order is submitted and is permitted under applicable law.

If a card payment is unsuccessful, the order may remain unconfirmed or may be cancelled.

6.1. Payment by Bank Card through a Virtual POS Terminal

On the online store www.fluffsy.bg, operated by ATDH 2026 OOD, customers may make payments using debit, credit or business bank cards bearing the Visa or Mastercard logo through the virtual POS terminal of our servicing bank, DSK Bank AD, part of OTP Group.

6.2. Security of Card Payments

The security of bank card payments is supported through the security programmes of the international card organisations Mastercard Identity Check and Visa Secure.

6.3. Information Required for Card Payments

When paying by bank card through DSK Bank's virtual POS terminal, the customer enters the information required by the secure payment page, which may include:

• bank card number;

• expiry date;

• CVV/CVC security code.

Where the card participates in the relevant security programme of the international card organisation, additional authentication through 3-D Secure may be required, including by password, one-time code, mobile application or another authentication method determined by the card-issuing bank.

6.4. Processing of Bank Card Data

Bank card details are entered personally by the customer on the secure payment page of the servicing bank.

ATDH 2026 OOD and Fluffsy do not collect, process or store the bank card details used for payment.

Card data is processed within the secure payment infrastructure of the relevant payment service providers.

6.5. Currency of Card Payments

Card transactions made to www.fluffsy.bg are processed in euros (EUR).

Regardless of the currency of the customer's bank account or card, the transaction to Fluffsy is processed in euros.

Where the card or the associated bank account is denominated in another currency, the card-issuing bank may perform currency conversion in accordance with its current exchange rate, fees and terms.

6.6. Refunds for Payments Made by Bank Card

Where a full or partial refund is required for an order paid by bank card through the virtual POS terminal, ATDH 2026 OOD will make the refund through a reverse transaction to the same card used for the original payment.

Where applicable law provides for a 14-day refund period, the reverse transaction will be initiated within that period, subject to the applicable statutory rules and any legally permitted grounds for withholding the refund.

The time required for the refunded amount to appear on the customer's card or card account after the reverse transaction has been initiated may depend on the card-issuing bank and the relevant payment system.

7. Delivery

We currently deliver only within the territory of the Republic of Bulgaria, using the delivery options available during checkout.

The courier, delivery method, price and estimated delivery period for the specific order are displayed during checkout and/or in the order confirmation.

Additional practical delivery terms may be provided in a separate Shipping Policy.

Unless a different delivery period has expressly been agreed, goods will be delivered without undue delay and no later than 30 days after the conclusion of the contract.

The customer is responsible for providing a complete and accurate delivery address, telephone number and recipient information.

If a correction is required, the customer should contact us promptly.

We are not responsible for delays caused solely by materially incorrect or incomplete information supplied by the customer which we could not reasonably have identified as incorrect. This does not limit any mandatory statutory obligations applicable to us.

If delivery is delayed beyond the agreed or applicable statutory period, the consumer may request that delivery be completed within an appropriate additional period.

If the goods are not delivered within that additional period, the consumer may terminate the contract.

The consumer may also terminate the contract without granting an additional period where we have refused to deliver or where delivery by a specific date was essential and this was communicated to us before the contract was concluded.

Upon valid termination due to non-delivery, all amounts paid will be refunded without undue delay.

The risk of loss of or damage to the goods remains with Fluffsy until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.

Where reasonably possible, we recommend that the customer inspect the shipment upon delivery.

Preparing a report together with the courier in the event of visible transport damage may facilitate the handling of the case, but the absence of such a report does not remove any mandatory consumer rights.

8. Right of Withdrawal, Returns, Refunds and Exchanges

A consumer has the right to withdraw from an online purchase contract without giving a reason within 14 days from receipt of the goods, except where a statutory exception applies.

To exercise the right of withdrawal, the consumer must clearly inform us of their decision within the applicable period.

Following notification, the goods must be sent back within the period required by law.

The consumer is responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and proper functioning.

When withdrawing from the entire order, Fluffsy refunds:

• the price of the returned products; and

• the original standard delivery charge up to the amount of the least expensive standard delivery method offered by Fluffsy.

If the customer expressly selected a more expensive delivery method than the least expensive standard option, the additional amount is not refunded to the extent permitted by law.

Where the consumer withdraws because they have changed their mind, the direct cost of returning the goods is borne by the customer.

For a voluntary exchange that is not related to a defect, lack of conformity or an error by Fluffsy, the customer bears both the cost of returning the original product and the cost of sending the replacement product.

For defective, damaged, incomplete or incorrectly supplied goods, the necessary courier costs are borne by Fluffsy.

We may withhold a refund in the circumstances and until the time permitted by law, including until we have received the returned goods or the consumer has provided evidence that the goods have been sent back, where applicable.

The detailed procedure, return address, notification method, applicable exceptions and standard withdrawal form are set out in our Refund, Return and Exchange Policy.

9. Statutory Guarantee and Lack of Conformity

Consumers benefit from the statutory rights applicable where goods do not conform to the sales contract.

Consumer goods are covered by the statutory two-year guarantee, calculated from the date on which the goods are received.

Where goods do not conform to the contract, the consumer may, subject to the conditions provided by law, request that the goods be brought into conformity.

The consumer may choose between repair and replacement unless the chosen remedy is impossible or would impose disproportionate costs in the circumstances provided by law.

Repair or replacement will be carried out free of charge, within a reasonable period and without significant inconvenience to the consumer.

Where the statutory conditions are met, the consumer may also be entitled to:

• a proportionate reduction in the price; or

• termination of the contract and a refund.

To submit a claim, you may contact us at:

Email: info@fluffsy.bg

Telephone: +359 894 244 570

We recommend providing the order number or other proof of purchase, together with a description of the issue.

We may request photographs or video where they would reasonably assist us in assessing the case. Providing such materials is not an absolute condition for exercising statutory rights.

Where a commercial warranty is provided for a particular product, it is additional to and does not limit the consumer's statutory rights.

10. Customer Accounts and Communications

Where the website allows customers to create an account, customers should provide accurate information and keep their login credentials secure.

If unauthorised access is suspected, the customer should notify us promptly.

We may temporarily restrict access to an account where reasonably necessary to protect the customer, the store, website security or other users.

Communications relating to orders, payments, deliveries, product safety, product recalls, claims and customer service may be sent where necessary for the performance of the contract or compliance with a legal obligation.

Marketing communications are governed separately by our Privacy Policy and the applicable rules concerning consent and direct marketing.

11. Acceptable Use of the Website

You may use the website for lawful shopping and informational purposes.

You must not:

• interfere with the operation or security of the website;

• introduce viruses, malicious code or other harmful technology;

• attempt to gain unauthorised access;

• use the website for fraud or any other unlawful activity;

• unlawfully collect personal data;

• impersonate another person;

• infringe the rights of Fluffsy or third parties.

Reasonable automated access by search engines or other services complying with our applicable technical instructions is not prohibited by this provision.

We may restrict access to the website where reasonably necessary to prevent unlawful use, a security threat or a material breach of these Terms and Conditions.

12. Intellectual Property

Unless expressly stated otherwise, original texts, images, photographs, graphics, logos, design elements and other content on the website are owned by or licensed to ATDH 2026 OOD and are protected by applicable intellectual property laws.

Customers may browse the website and make copies that are strictly necessary for personal and non-commercial use.

No licence is granted for any other use, reproduction, distribution or modification of the content except where permitted by law or authorised by the relevant rights holder.

Third-party trademarks, product names and other rights remain the property of their respective owners.

13. Third-Party Services and Links

The online store uses third-party services to provide functions such as hosting, e-commerce, payment processing, delivery and other technical services.

Shopify provides the e-commerce platform, but the contract for the sale of products is concluded directly between the customer and ATDH 2026 OOD.

The website may contain links to external websites and services. Their operators are responsible for their own content, terms and services.

This provision does not exclude Fluffsy's responsibility for the acts of a third party where that party acts on our behalf in the performance of the contract and where the law provides that such responsibility remains ours.

14. Personal Data and Cookies

Customers' and visitors' personal data is processed in accordance with our Privacy Policy.

The use of cookies and similar technologies is described in our Cookie Policy.

Where the law requires prior consent for certain technologies, they are used in accordance with the visitor's choices made through the consent settings available on the website.

15. Liability and Proper Use of Products

Fluffsy is responsible for the proper performance of its contractual obligations and for any liability that cannot lawfully be excluded or limited.

This includes mandatory consumer rights and applicable liability for defective products.

Fluffsy is not responsible for damage caused solely by:

• use of a product contrary to the instructions provided;

• unauthorised alteration or modification;

• incorrect installation or use by the customer;

• normal wear and tear;

• acts or omissions of the customer for which Fluffsy is not responsible,

except where applicable law provides otherwise.

Nothing in these Terms and Conditions excludes or limits liability that cannot legally be excluded or limited.

16. Events Beyond Reasonable Control

Neither party is liable for delay or non-performance caused by an event beyond its reasonable control, to the extent permitted by applicable law.

The affected party must take reasonable steps to minimise the consequences and restore performance as soon as reasonably possible.

This provision:

• does not remove the consumer's statutory rights in the event of non-delivery;

• does not prematurely transfer the risk in the goods to the customer; and

• does not permit Fluffsy to retain payment for goods that will not be delivered.

17. Complaints, Claims and Alternative Dispute Resolution

For any question, complaint or claim, the customer may first contact us at:

ATDH 2026 OOD (Fluffsy)
34 Stara Planina St.
9000 Varna, Bulgaria

Email: info@fluffsy.bg

Telephone: +359 894 244 570

We will review the complaint or claim and respond within the period required by applicable law.

Consumers may also submit complaints to the Bulgarian Consumer Protection Commission (CPC) and, where applicable, request out-of-court settlement of a dispute through the competent conciliation commission.

Information regarding the CPC and consumer procedures is available at https://kzp.bg.

The use of an alternative dispute resolution procedure does not limit either party's right to refer the dispute to a competent court.

18. Governing Law and Competent Courts

These Terms and Conditions and sales contracts concluded through fluffsy.bg are governed by Bulgarian law.

This choice of law does not deprive a consumer of any mandatory protection that may apply under a law which cannot contractually be excluded.

Disputes will be heard by the court competent under the applicable procedural and consumer protection rules.

Nothing in these Terms and Conditions establishes exclusive territorial jurisdiction that would unlawfully restrict a consumer's right to bring proceedings before a competent court.

19. Changes to These Terms and Conditions

We may update these Terms and Conditions for future use of the website and future orders.

The version available at the time an order is submitted applies to that particular order.

Subsequent changes do not retroactively amend an already concluded contract unless required by law or expressly agreed with the customer.

If any individual provision of these Terms and Conditions is held to be invalid, unenforceable or void, the remaining provisions will continue to apply to the maximum extent permitted by law.

Any matters not expressly governed by these Terms and Conditions are subject to applicable law.

20. Contact Details

Questions concerning these Terms and Conditions, orders or use of the website may be sent to:

ATDH 2026 OOD (Fluffsy)

Address: 34 Stara Planina St., 9000 Varna, Bulgaria

UIC: 208794194

Email: info@fluffsy.bg

Telephone: +359 894 244 570

Website: https://fluffsy.bg