Terms of ordering, delivery and return of goods

Table of Contents

I.    Introduction / Basic terms    
II.    Delivery, shipping costs and delivery period    
III.    Inspection upon receipt and acceptance of goods    
IV.    Ordering procedure and special offers    
V.    Customers' legal right of contracts withdrawal    
VI.    Warranty and liability for defects    
VII.    Return procedure and conditions    
VIII.    Refund of purchase price    
IX.    Delayed acceptance and non-receipt    
X.    Final Provisions    

 
TERMS OF ORDERING, DELIVERY AND RETURN OF GOODS

I.    Introduction / Basic terms

1. These terms and conditions cover the ordering, delivery, and return of APLGO-branded products ("Goods") purchased through the aplgo.com and backoffice.aplgo.com ("Websites) or other ordering channels provided by the APL group of companies (“Seller”, “we”).

2. These terms and conditions apply to customers and businesses (“Buyer”, “You”) unless expressly stated otherwise. A customer is anyone who engages in a legal transaction for non-commercial or professional purposes.

3. The Buyer's modified terms and conditions will not be valid unless the seller explicitly accepts them in writing.

II.    Delivery, shipping costs and delivery period

1. Delivery options: goods are delivered by post or courier services. Customers can also collect their items free of charge from designated locations (such as APL Group offices or regional service centers; these locations will be referred to as "Pickup Locations"). Available pickup locations and their addresses will be displayed during Checkout.

2. Delivery area and shipping costs: We offer postal and courier services to the EU, Russia, CIS countries, the USA, and Canada. Shipping costs will be borne by the Buyer. The fees for these services vary depending on the chosen provider, the delivery region, and the precise address. The cost will be displayed during the checkout process.

3. Processing and delivery terms:

a) For delivery by postal or courier service: we typically hand over your order to the delivery provider within two (2) business days after full payment. The delivery term will vary based on the chosen service provider and the final destination.

b) For self-collection at a pickup point, products are typically ready for pickup seven (7) business days after complete payment for the order. The buyer will receive notice as soon as the item is ready for issue.
 
III.    Inspection upon receipt and acceptance of goods

1. The Buyer's Obligation to Inspect the Goods: Upon receipt, the Buyer must thoroughly examine the goods to ensure the packaging is intact and the contents match the delivery note.

2. Procedure in case of damage/rejection:

a) For postal or courier deliveries: If you notice any shipping damage, missing items, or incorrect delivery, inform the delivery person promptly. You may then accept or decline the delivery with reservations, if necessary. Any damage or discrepancies should be noted in the presence of the delivery person. This could be done by confirming the damage or simply marking it on the delivery note.

b) For collection at the delivery point: If any damage or irregularities are noticed during delivery, inform the delivery point representative immediately and note them on the handover report/consignment note.

с) Courier company in Bulgaria: 

Speedy AD
Contacts: 0 7001 7001 – for landline subscribers, charged as a local call 1 7001 7001 – for mobile subscribers, according to their mobile plan
Email: office@speedy.bg
Website: www.speedy.bg

d) Delivery timeframes: Home delivery is carried out once a week — on Thursdays. To have your order shipped on the upcoming Thursday, it must be placed before 12:00 on Wednesday. 
Orders placed after 12:00 will be shipped the following Thursday.

3. Acknowledgment of receipt: By signing the delivery note or acknowledgment of receipt, the Buyer confirms that the goods have been received in good condition, noting any external defects and ensuring completeness. The buyer also agrees to accept any latent defects that may be discovered later (see Section VI).

4. Important note: Immediate reporting of transportation damage or discrepancies facilitates processing. However, the Buyer's warranty rights under the law (see Section VI) remain intact even if immediate notice is not provided.

IV.    Ordering procedure and special offers

1. Ordering Procedure: Customers can place orders through the "Shop" function on aplgo.com or backoffice.aplgo.com. The Buyer selects the items he/she wants, adds them to the shopping cart, and completes the purchase by providing essential details and choosing a payment and shipping method.

2. Special offers: From time to time we run promotions, the terms and conditions of which (e.g. validity period, eligible products) are announced in advance on the websites.

3. Presentation merchandise as part of promotions:
If the promotion offers a free presentation item, Buyers must actively choose it and add it to their cart to claim it.

b) Before completing the order, the Buyer must indicate his/her preference for the selected presentation item. They can either check a box to confirm they want to receive it or uncheck the box if they have not added it to their cart. The precise question will be posed during the ordering process.

V.    Customers' legal right of contracts withdrawal

1. Right of withdrawal from the contract: Consumers have the legal right to withdraw from distance sales contracts (orders placed via websites or other means of distance communication). You have the right to withdraw from this contract within fourteen (14) days without giving any reason.

2.  Withdrawal period: The withdrawal period is fourteen (14) days from the date on which you or a third party other than the carrier designated by you take physical possession of the goods. In the case of partial delivery, the period begins to run from the moment of receipt of the last item.

3. Exercise of the right of withdrawal: To exercise the right of withdrawal, you must send us a clear notice of your decision to withdraw from the contract. The notice may be sent by post or email:
APLGO BULGARIA EOOD 9160 Devnya, Varna District, ZhK "Yug", industrial zone, cargo base "Trident" Email: info@aplgo.com
You may use the withdrawal form, but this is not mandatory. To meet the deadline, it is sufficient to send the notice before the 14‑day period expires.

4. Consequences of withdrawal: In the event of withdrawal, we will refund all payments received from you, including the cost of standard delivery (except for additional costs arising from the choice of a more expensive delivery method).
The refund shall be made using the same means of payment as was used for the original transaction, unless otherwise expressly agreed.
We may withhold the refund until we have:

• received the returned goods, or
• received proof that the goods have been sent back, whichever occurs first.

5. Return of goods: You must return the goods without undue delay and in any event no later than fourteen (14) days from the date of the notice of withdrawal. The deadline is met if the goods are dispatched before the expiry of the said period.

6. Costs of return: The costs of returning the goods shall be borne by the buyer.

7. Compensation for diminution in value of the goods: You are liable for any diminution in the value of the goods resulting from handling them beyond what is necessary to establish their quality, characteristics and functioning (as is permitted in a normal retail store).
Goods whose seal has been broken (especially hygiene products, foodstuffs, food supplements) may be excluded from the right of withdrawal or may give grounds for withholding compensation – this will be indicated at the time of ordering.

8. Exceptions to the right of withdrawal: The right of withdrawal does not apply to contracts for the supply of sealed goods which are not suitable for return for health or hygiene reasons, if the seal has been removed after delivery.

9. Additional conditions

a) Inspection of the goods by the seller
The refund shall be made only after inspection of the goods for intactness, completeness and absence of damage that has arisen after the transfer of the goods to the buyer.

b) Original packaging
The goods should be returned, as far as possible, in their original packaging. Absence of packaging may lead to a reduction in the value of the goods and a corresponding amount may be withheld.

c) Liability for damage during return
The buyer shall be liable for any damage to the goods occurring during the return process, including damage caused by inadequate packaging when sending the goods.

10. Method of refund
The refund shall be made to the same payment instrument that was used when paying for the order. Detailed rules for refunds are set out in the separate refund policy (VIII. Refund of the Purchase Price).

VI.    Warranty and liability for defects

1. Statutory warranty: the rights to the statutory warranty apply to all goods. If the goods you've purchased are defective, the relevant legal provisions shall apply (§§ 434 et seq. of the German Civil Code; similar rules shall apply in other delivery countries).

2. Claims for defects: If a defect existed at the time of delivery, even if it wasn't discovered until later (a "hidden defect"), the Buyer has the right to demand that the Seller fix the issue or provide a new, defect-free product. If the product fails to meet expectations or is unreasonable, the buyer has the option to withdraw or cancel the contract (and demand a refund, returning the goods), or to reduce the purchase price. Additional claims, including those for damages, are only valid within the limits of the applicable laws.

3. Reporting defects: Any noticeable defects should be reported promptly upon discovery (see also Section III). Report any hidden defects promptly when you find them, within the legal warranty period (typically two years from when new items are delivered to customers). The seven-day deadline for reporting hidden defects has been replaced by new regulations. Nevertheless, it's still best to report promptly to streamline the process.

4. Defect Handling: To file a warranty claim, reach out to us through the methods outlined in Section VIII and detail the problem. We will discuss the next steps with you, such as a return for inspection.

5. Replacement Period: Defective goods will be replaced as soon as possible. Processing a return for defective items typically takes a few business days, plus the standard shipping time.

6. Costs for rectifying defects: If a defect is found under the warranty, we will cover the costs of rectifying it, including transportation, travel, labor, and materials. This covers returning the defective item to us and sending you a replacement.

VII.    Return procedure and conditions

1. Return Registration: Before returning any goods, whether due to rejection or warranty, please contact us to register the return. Submit your feedback through the form in your personal account or reach out to us via email at info@aplgo.com. Please specify the reason for the return, whether it's a rejection or a description of the defect, and include your order details. We'll supply you with the return address and all other pertinent information.

2. Documents required: attach a copy of the delivery note or invoice to the returned parcel for quick identification. If you decline the goods, kindly fill out the refusal form. In warranty cases, please include a brief description of the defect revealed. Your identity document may be requested only under exceptional circumstances for verification purposes, when dealing with high-value items, or if fraud is suspected. This request adheres to strict data protection regulations. For security purposes, the refund details must be sent separately, either by email or through the Customer's account (refer to Section VIII) and should not be included in the parcel.

3. Packaging of the returned goods:

a) Please pack the items carefully to avoid damage during transportation. Whenever feasible, use the original product packaging and a robust shipping carton for protection. Ensure ample padding in all open areas.

b) Ensure the items and their original packaging remain undamaged and uncontaminated. If the goods are damaged or defective, compensation claims may arise (refer to Section V.7).

c) A "Declaration of Contents" is typically needed only for international shipments outside the EU, serving as a customs declaration. It must be crafted according to the specifications of the delivery service provider. This is not normally required for returns within the EU. Check this with your delivery service provider if necessary.

4. Returns to points of delivery: Returning online orders to delivery points requires prior approval from us. Please contact us for more details.

5. Shipping method and cost: Please do not return items with shipping charges. If your application is denied, you must cover the return shipping costs (see Section V.6). If your warranty claim is valid, we'll cover the cost of reasonable return shipping or, if needed, supply a return label (see Section VI.6). Shipments with payment upon receipt will not be accepted.

6. Photograph of the goods: A photo of the goods before returning them isn't usually needed. However, it can be helpful for record-keeping in specific situations (like when there's a claim of damage), or we might ask for one.

VIII.    Refund of purchase price

1. Term for refund of the purchase price:

a) In the event of withdrawal from the purchase within the 14‑day period established by EU legislation, the refund of the purchase price shall be made without undue delay and no later than fourteen (14) days from the date on which we receive the notice of withdrawal. We are entitled to withhold the refund until we have received the goods or until proof of their dispatch has been provided (see Section V.4).

b)  In the event of return of goods due to a defect, the refund shall be made after receipt and inspection of the goods or in accordance with an individual agreement.

2. Method of refund: The refund of the purchase price shall be made exclusively by the same method and to the same payment instrument (bank card) that was used when paying for the order, which complies with the requirements of EU Directive 2011/83/EU.

If a refund to the original card is technically impossible (for example, the card has been closed, its validity period has expired, or the bank does not accept the refund), the buyer shall be obliged to provide official confirmation from the bank that the funds cannot be credited to the original card.
Only after receiving such confirmation may the refund be made by bank transfer to the buyer's personal account. Cash refunds are not permitted.

3. Bank details (if a bank transfer is required):
If a bank transfer is required, the buyer must provide:

• Full name of the account holder (must match the buyer's name)
• IBAN
• BIC / SWIFT
• Name of the bank

The information shall be provided by a secure method (for example, by email to info@aplgo.com or through the customer profile).

4. Prohibition on refunds to third parties: Refunds of funds are strictly prohibited to cards or bank accounts of third parties. The refund shall be made only to the payment instrument belonging to the buyer and, by default, to the same card from which the payment was made.

5. Processing times for bank transactions: The actual crediting of funds depends on the processing times of transactions by banks and payment systems.

IX.    Delayed acceptance and non-receipt

1. If the Buyer neglects to accept the properly delivered goods or fails to collect them within a reasonable time despite notice, we reserve the right to seek compensation for any additional expenses incurred. These may include re-delivery fees, storage costs, and return expenses.

2. These charges may be offset against any credit balance on the Buyer's account. If not, we may require prepayment for these extra costs before making a new delivery. Alternatively, after a reasonable time, we might cancel the contract and request compensation instead of fulfilling it. In the event of non-acceptance, legal rights remain unaffected.

X.    Final Provisions

1. Color variations: product images on websites may differ slightly from actual colors due to technical conditions (e.g. monitor settings). Such minor deviations do not constitute a defect.

2. Governing law: The law of the Federal Republic of Germany applies, except for the UN Convention on Contracts for the International Sale of Goods (CISG). This holds true if the Buyer resides in Germany or if the mandatory consumer protection laws of the Buyer's country do not conflict with it. 

3. Place of jurisdiction: if the Buyer is a trader, a public law entity or a special public law fund, the exclusive place of jurisdiction for all disputes arising from this contractual relationship shall be our registered office. The same rule applies if the Buyer lacks a general place of jurisdiction within Germany or if their residence or domicile remains unknown at the time of filing a claim.

4. Severability clause: If any part of these terms becomes invalid, the rest of the contract shall remain in full force.

5. Online Dispute Resolution (for consumers): The European Commission provides an online dispute resolution (ODR) platform which can be found at: https://ec.europa.eu/consumers/odr. We neither need to nor wish to engage in the dispute resolution process of the Consumer Protection Arbitration Board.