Terms of use
MSA EOOD
Consumer Terms & Conditions (Mail Order and Online Purchases)
(1 January 2024)
1. Purview:
All contractual agreements entered into by MSA EOOD (herein after referred to as “MSA EOOD”) and customers are subject to the Terms & Conditions applying at the time the contract takes effect.
2. Contracting Parties:
Placing orders via www.sattvshop.com are possible for all persons from the European Economic Area, regardless of residence, origin or nationality. Orders placed outside the European Economic Area are subject to the restrictions listed on the following delivery page.
All contractual agreements entered into will be between MSA EOOD and individual customers (herein referred to as “the Consumer”) who must be 18 years of age and legally competent. If MSA EOOD should unintentionally enter into a contractual agreement with an individual legally incapable to enter contracts, any contractual agreement between the two parties becomes void with immediate effect.
Placing an order on www.sattvshp.com requires the Consumer to register/set up a www.sattvshop.com online account (i.e. user profile). Consumers must register under their own name, and complete all mandatory fields correctly.
3. Contract:
By submitting an order online (i.e. after selecting the product(s), completing the MSA EOOD online order form and confirming the order by clicking the submit button), or by placing an order in the form of an email, letter or phone call, Consumers issue a legally binding purchase offer which will need to be accepted by MSA EOOD.
MSA EOOD reserves the right to refuse orders. If MSA EOOD should reject an order, the Consumer will be notified immediately.
A legally binding contract will be formed between MSA EOOD and the Consumer at the time of MSA EOOD formally confirming the order, or at the time the Consumer has received the goods. N.B. Any automated messages sent by www.sattvshop.com to Consumers in response to Consumers submitting their orders do not constitute a formal order confirmation.
4. Right to Cancel and Return Policy:
4.1 Right to Cancel:
The user has the right to withdraw from the contract at a distance or from the contract outside the commercial premises, without giving a reason, without owing compensation or a penalty and without paying any costs, with the exception of the costs provided for in Art. 54, para. 3 and Art. 55, within 14 days from the date of:
1. Conclusion of the contract - in the case of a service contract;
2. Acceptance of the goods by the consumer or by a third party, other than the carrier and indicated by the consumer - in the case of a sales contract.
If you are exercising your 14-day right to change your mind, you must state that you wish to end the contract by completing the Right to Withdrawal Form and sending it by post or email to:
MSA EOOD
International Customer Service
24 Promishlena Str.
1632 Sofia
Bulgaria
Email: returns@sattvshop.com
The standard return application form (standard form for exercising the right of refusal) can be found: HERE
ATTENTION: This is the only email you should make this request on and you should keep a copy of this email as we may request a screenshot if we have not received this email but it claims to have been sent. When exercising your right to change your mind, you must pay the return costs and keep proof of receipt.
Orders may be cancelled within a time period of fourteen (14) days, commencing on the day the Consumer, or a representative acting on behalf of the Consumer (excluding members of postal or carrier services), has received the goods. If the delivery comprises multiple separate shipments, the time period commences on the day the Consumer, or a representative acting on behalf of the Consumer (excluding members of postal or carrier services), has received the shipment that completes the delivery.
4.2 Cancellation & Refunds:
MSA EOOD shall refund all payments received from the Consumer within a time period of fourteen (14) days after the Consumer has cancelled an order. However, MSA EOOD will not refund any delivery costs incurred by the Consumer opting for delivery methods other than those offered by MSA EOOD at the time the order was placed. Unless otherwise agreed, MSA EOOD will issue refunds by using the same payment method the Consumer has chosen when paying for the order. If the original payment method is not an available option (e.g. if the order was paid for using CoD), MSA EOOD shall refund the Consumer by either arranging for a bank transfer (BACS), or by issuing a crossed cheque. Furthermore, refunding the Consumer shall not incur any charges.
MSA EOOD shall have the right to refuse issuing a refund until any goods dispatched under the terms of the contract have been returned, or the Consumer has provided proof of return.
The Consumer shall return any goods within a time period of fourteen days commencing on the day the Consumer has notified MSA EOOD of the order cancellation. Consumers must provide proof of return upon request.
4.3 Returns & Return Costs:
If cancelling an order involves returning items to MSA EOOD the Consumer agrees to pay the cost of return delivery.
Items that can be returned via mail should be sent to:
MSA EOOD
Customer Care Department
24 Promishlena Str.
1632 Sofia
Bulgaria
Consumers must ensure that the correct return postage is paid. All surcharges incurred by returning an item with insufficient postage will be billed to the Consumer.
If the accumulated size or weight of the items prevents returning these items via standard mail, standard courier or parcel carrier, MSA EOOD will provide a Returns Service (optional), with the cost of return delivery to be paid by the Consumer. Consumers who wish to use the Returns Service may indicate this either at the time they cancel the respective order, or at a later time, by notifying MSA EOOD by phone, or sending a letter or email to:
MSA EOOD
24 Promishlena Str.
1632 Sofia
Bulgaria
Email: returns@sattvshop.com
The return delivery charge using the MSA EOOD Returns Service is € 250.- (incl. VAT). Consumers must make sure that the item to be returned is properly wrapped up and ready for transport.
Consumers who do not wish to use the Returns Service are legally required to arrange for the return of the items themselves.
Return address:
MSA EOOD
Customer Care Department
24 Promishlena Str.
1632 Sofia
Bulgaria
MSA EOOD will pay the cost of return delivery if the Consumer returns an item wrongly sent to the Consumer, or if the Consumer has received faulty goods. In these cases, the Consumer must notify MSA EOOD either by:
A. a letter to: MSA EOOD, 24 Promishlena Str., 1632 Sofia, Bulgaria
B. an email sent to: returns@sattvshop.com
N.B.: Your right to cancel does not affect your statutory rights.
4.4 Voluntary Returns:
In addtion to their statutory rights, customers may return items within 30 days of the date they received the item without giving any reasons.
Items that can be returned via mail should be sent to
MSA EOOD
Customer Service
24 Promishlena Str.
1632 Sofia
Bulgaria
All surcharges incurred by returning an item with insufficient postage will be billed to the customer.
The following conditions apply:
A. returned goods must be unused.
B. returned goods must be in perfect original condition.
C. all goods must be returned with all components.
If the accumulated size or weight of the items prevents returning these items via standard mail, MSA EOOD will provide a Returns Service, with the cost of return delivery to be paid by the Consumer. Consumers who wish to use the Returns Service may indicate this either at the time they wish to return the respective item(s), or at a later time, by notifying MSA EOOD by phone, or sending a letter, or email to
MSA EOOD
24 Promishlena Str.
1632 Sofia
Bulgaria
Email: returns@sattvshop.com
The return delivery charge using the MSA EOOD Returns Service is € 250.- (incl. VAT). Consumers must make sure that the item to be returned is properly wrapped up and ready for transport.
Consumers who do not wish to use the Returns Service are legally required to arrange for the return of the items themselves. Return address:
MSA EOOD
24 Promishlena Str.
1632 Sofia
Bulgaria
Moreover, Consumers who voluntarily return items but do not wish to use the Returns Service provided by MSA EOOD, do so at their own risk.
N.B.: Your right to return items voluntarily does not affect your Right to Cancel, or your statutory rights.
4.5 Items Exempt from Cancellation Rights/Voluntary Returns:
The Right to Cancel/Voluntary Returns does not apply to:
A. Contracts for the supply of goods that are made to the consumer's specifications or are clearly personalised.
B. Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
C. Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
D. Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
E. Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery.
F. Contracts for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications.
5. Goods Inspection – Depreciation - Damages:
The Consumer shall have the right to inspect any goods received from MSA EOOD. This inspection may include carrying out a brief function test to ensure the purchased item is in full working order. However, the Consumers right to inspect the purchased goods does not include prolonged use of the items.
The Consumer is liable for any depreciation of items resulting from inappropriate use during the inspection of the goods.
The Consumer is liable for any damages to the purchased item that occur during the inspection of the goods. However, the Consumer's liability shall not exceed the purchase price of the item.
6. Limited Availability of Items or Services:
In the case of items no longer available at www.sattvshop.com at the time the Consumer's order has been received, MSA EOOD reserves the right to either offer the Consumer items and services matching both quality and price of the original order, or to cancel the order entirely. In the latter case, MSA EOOD shall reimburse any payment made by the Consumer. MSA EOOD shall refund Consumers paying On Account by crediting their respective customer account with the appropriate amount.
7. Typographical Errors:
MSA EOOD reserves the right to amend product details in printed catalogues/on www.sattvshop.com websites if they should be found incorrect or incomplete. In these cases the Consumer shall be entitled to explicitly re-confirm the purchase order taking into account the new details. Otherwise, MSA EOOD shall have the right to cancel the order. MSA EOOD shall not be liable for any damages, direct or indirect, resulting from amended product details, with the exception of damages caused by intent, gross negligence, or bodily harm.
8. Delivery:
Placing orders via www.sattvshop.com are possible for all persons from the European Economic Area, regardless of residence, origin or nationality. Orders placed outside the European Economic Area are subject to the restrictions listed on the following delivery page.
Unless otherwise agreed, orders dispatched to countries with the following delivery terms and times. For orders that have been paid in advance, the delivery period commences the day after payment has been received. For all other payment options, the delivery period starts the day after the order has been confirmed.
N.B. If the last day of the delivery period falls on a Saturday, Sunday or a public holiday in Bulgaria, the delivery period is extended to the following working day.
Claims related to incomplete deliveries or goods damaged during the delivery process must be directed at the respective delivery service, and must be made within 24 hours after the order has been delivered. Replacement items are subject to the Consumer providing to MSA EOOD proof of the claim being made.
9. Delivery Rates:
The amount Consumers pay will be the item price quoted plus delivery charges. The latest domestic and international shipping rates to countries www.sattvshop.com operates in are available on the MSA EOOD webpage. Moreover, the delivery costs applying to a given online order are displayed on the checkout page (i.e. the penultimate step in the online ordering process prior to submitting the order). The customer has to bear the direct costs of the return in the case of a revocation.
10. Pricing:
All prices quoted on www.sattvshop.com are in EURO, RON, USD and BGN and represent the total amount due, including VAT charge at the rate that applies in the Consumer's country on the day of purchase (Checkout). MSA EOOD reserves the right to individually price items offered online. This means that prices stated on www.sattvshop.com may differ from the prices quoted in MSA EOOD print catalogues/leaflets. MSA EOOD is under legal obligation to implement any changes in VAT. For technical reasons, prices displayed in the shopping basket during the check-out may differ from those quoted on the product pages. In this case, prices displayed check-out page apply. MSA EOOD reserves the right to amend prices displayed in the shopping basket if the amount quoted should be incorrect or incomplete.
MSA EOOD is under legal obligation to implement any price changes in relation to the Fixed Book Price agreement (FBPL), including changes in VAT.
MSA EOOD reserves the right to amend prices if the amount quoted in printed catalogues and on the MSA EOOD webpage should be incorrect or incomplete. In these cases, MSA EOOD shall notify the Consumer of the price change, with the Consumer being entitled to explicitly re-confirm the purchase order at the new price. Otherwise, MSA EOOD shall have the right to cancel the order. MSA EOOD shall not be liable for any damages, direct or indirect, resulting from amended product details, with the exception of damages caused by intent, gross negligence, or bodily harm.
11. Payment Conditions:
All payments are in EURO. MSA EOOD offers the following payment options: Advance Payment, Cash on Delivery as well as payment by credit or debit card.
Please note that any bank transfer charges incurred in respect of your order will be added to your balance.
If we do not receive your payment within 20 days, your order will be cancelled automatically.
You confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order. Unless credit terms have been agreed, payment of the price, delivery charges, and all other fees and amounts must be made with your order. Defaults in Direct Debit shall incur the following payment charges which shall be fully borne by the Consumer: Insufficient funds - € 7.- (incl. VAT); DD customer objection fee - € 4.- (incl. VAT); providing incorrect bank details - € 7.- (incl. VAT).
Defaulting on payment shall incur a payment charge of € 4.- for each reminder sent to the Consumer by MSA EOOD, as well as default interest charged at the rate 12 percent p.a.
Further defaulting on payment shall result in the assignment of a collection agency. All costs associated with recovering the debt are at the expense of the Consumer (legally capped, based on Art. 6 para. 1 sentence 1 letter f DSGVO, as outlined below).
Debt Amount | Αμοιβή επεξεργασίας | 1η υπενθύμιση | Επόμενες υπενθυμίσεις το καθένα | Τριμηνιαία χρέωση EE |
| € 18.20 to € 73.- | 28.0 % | € 12.- | € 15.60 | € 7.20 |
| € 73.- to € 366.- | 26.4 % | € 23.80 | € 28.70 | € 17.20 |
| € 366.- to € 727.- | 20.4 % | € 40.50 | € 45.40 | € 33.40 |
| > € 727.- | 9.6 % | € 83.70 | € 95.60 | € 33.40 |
Payments will be applied to interest and charges first.
MSA EOOD shall have the right to provide the debt collection agency with the Consumer's name (including maiden name, as well as any previous names), gender, last known address, occupation, the amount owed and the Consumer's previous credit rating.
12. Retention of Title:
Title to any items shall remain vested in MSA EOOD and shall not pass to the Consumer until the purchase price for the items has been paid in full and received by MSA EOOD. Any replacement items provided by MSA EOOD shall remain vested in MSA EOOD until the item has been received by the Consumer. Upon receipt, the item shall become the property of the Consumer.
13. Warranty:
MSA EOOD shall ensure that all items are of satisfactory quality, fit for purpose and as described. Properties and specification of any delivered item shall be according to the product information provided in MSA EOOD mail order catalogues and on the MSA EOOD webpage (www.sattvshop.com). MSA EOOD provides a 2-year warranty on all new items. The guarantee period commences at the delivery date.
In the case of the delivered item being faulty or damaged, MSA EOOD shall either repair the item or provide the Consumer with a replacement item. If MSA EOOD is unable to repair a faulty item, or provide the Consumer with a replacement item, the Consumer shall be entitled to ask for a reduction of the purchase price, or cancel the order. However, the right to cancel does not apply in the case of minor item faults.
Warranties provided by MSA EOOD only apply to single items. Warranties for aggregates of items require a mutual agreement between MSA EOOD and the Consumer at the time of purchase.
MSA EOOD shall only grant claims in cases in which damage or fault to an item has not been the result of inappropriate handling or overuse by the Consumer.
MSA EOOD receiving a returned item in conjunction with a claim does not automatically constitute MSA EOOD accepting the claim.
MSA EOOD shall not be liable for claims in conjunction with warranties provided by item manufacturers and other third parties at the time of purchase. Consumers wishing to make a claim need to contact the manufacturer of the item directly.
14. Liability:
MSA EOOD is not liable to the Consumer (or any other parties) for:
A. any loss or damage which was not caused by MSA EOOD's breach of contract or MSA EOOD's breach of legal duty of care.
B. any loss or damage which was not a reasonably foreseeable result of either our breach of a contract or our breach of our legal duty of care. Loss or damage is "reasonably foreseeable" if at the time MSA EOOD and you entered into the contract, either
C. such loss or damage was contemplated by MSA EOOD and the Consumer, or
D. the Consumer notified MSA EOOD that the loss or damage may occur if MSA EOOD breached the Contract or MSA EOOD legal duty of care.
E. any loss or damage caused by The Consumer's use of MSA EOOD's webpage, help desks or call centres.
Unless otherwise agreed, MSA EOOD shall not be liable to the Consumer (or any other parties) for any damage, and injuries, or loss of income, business or profits as a result of the loss, corruption of, or damage to, data stored by the Consumer on items purchased from MSA EOOD.
Nothing in these Terms & Conditions shall affect MSA EOOD's liabilities under the Consumer Protection Act.
Nothing in these Terms & Conditions shall exclude or limit MSA EOOD's liability for (A) fraud; (B) personal injury caused by MSA EOOD's negligence; or (C) liability which may not be excluded or limited under any applicable law.
15. Changes in Customer Details:
The Consumer shall notify MSA EOOD immediately of any changes in the shipping address, invoice address and contact details, as well as of any relevant changes in the Consumer‘ personal details (such as name changes) in relation to any orders being processed or in any other way awaiting completion. Orders will be dispatched to the Consumer’s last known address/contact. MSA EOOD cannot be held responsible for any losses or damages incurred as a result of out-of-date Consumer details.
16. Applicable Law & Jurisdiction:
All contractual agreements between MSA EOOD and The Consumer shall be governed by and construed in accordance with the laws of the Republic of Bulgaria.
The legal language is Bulgarian. Although MSA EOOD offers an English, Romanian and Greek language version of the website content and MSA EOOD's Terms & Conditions, these translations are provided for the Consumer's convenience only.
17. Miscellaneous:
By purchasing items from MSA EOOD, Consumers automatically waive their right to set-off as well as all lien rights. However, this waiver does not apply in case of MSA EOOD going into administration, Consumers exerting their statutory creditor rights against MSA EOOD, compensation orders, and claims accepted for adjudication by MSA EOOD.
The registered office of MSA EOOD is located at bl. 249, vh. B, et. 2, ap. 16, Kostenski Vodopad Str., 1404 Sofia, Bulgaria.
Consumers shall notify MSA EOOD of any debt assignments in writing. Until notified, any payments made by MSA EOOD shall be applied to discharge the liabilities.
Both MSA EOOD and the Consumer submit to the exclusive jurisdiction of the Courts of Sofia (Bulgaria) for the determination of disputes arising under any contractual agreement.
