Terms of service
TERMS AND CONDITIONS
These Terms and Conditions govern the relationship between MUSE Cosmetics EOOD, hereinafter referred to as "MUSE" or "We", and the persons who use the website musecosmetics.bg and/or purchase the products offered through it.
Please read these Terms and Conditions carefully before placing an order.
1. Trader details
The online store is operated by:
MUSE Cosmetics EOOD
Company ID (EIK): 207345289
Registered office and address of management: 2 Strandzha St., entr. A, fl. 6, apt. 6, Sofia
Telephone: 0892222204
Email: info@musecosmetics.bg
MUSE is a trader within the meaning of applicable Bulgarian law.
2. Scope of the Terms and Conditions
These Terms and Conditions apply to the use of the site and to the conclusion of sales contracts through the online store.
A "Customer" is any natural or legal person who places an order through the site.
Where the Customer is a natural person acting outside their trade or professional activity, they have the status of a "Consumer" and enjoy all the rights granted to them by applicable consumer protection law.
In the event of a conflict between these Terms and Conditions and a mandatory legal provision, the legal provision applies.
3. Use of the site and user account
The site may offer the option of creating a user account.
Where the site's features allow it, an order can also be placed without registration.
When creating an account, the Customer must provide accurate and up-to-date information and keep their access details safe from unauthorized use.
If you suspect unauthorized access to an account, we recommend that you contact us immediately.
4. Products
The main characteristics, quantity, size, price and other applicable information about the products are stated on the respective product pages.
We strive for the images, colors and presentation of the products to be as accurate as possible. Minimal visual differences are possible depending on the settings of the device or screen used.
Product availability is updated regularly, but in rare cases a product may become unavailable after an order is placed. In that case we will contact the Customer and, where payment has already been made, refund the respective amount without undue delay.
5. Prices
The valid price is the one shown on the site at the time the order is placed.
Prices are stated in the respective currency shown in the online store and include VAT, where applicable.
Delivery costs and any other additional costs, where there are any, are shown before the final confirmation of the order.
MUSE has the right to change prices for future purchases at any time. The changes do not affect contracts already concluded.
In the event of an obvious technical error in a price, description or other information, we will contact the Customer as soon as possible to clarify the case in accordance with applicable law.
6. Discounts and promotions
MUSE may from time to time offer promotional prices, discount codes, sets, gifts or other offers.
The special terms of the specific campaign are stated where the respective offer is presented.
Unless expressly stated otherwise, different codes and discounts cannot be combined.
When a product is returned, the amount actually paid for it is refunded, after taking into account the discounts applied to the purchase.
For orders that include a gift or a promotional condition, the refund amount may be recalculated where the return means the conditions for the respective promotion are no longer met, to the extent permitted by law.
7. Ordering and conclusion of the contract
To place an order, the Customer selects the desired products, adds them to the cart, provides the necessary delivery and payment information and confirms the order through the relevant function on the site.
Before the final confirmation, the Customer has the opportunity to review the contents of the order and correct any errors.
At confirmation it must be clearly indicated that placing the order entails an obligation to pay.
After the order is received, an electronic confirmation is sent to the email address provided by the Customer.
The sales contract is considered concluded when MUSE confirms acceptance of the order.
These Terms and Conditions, in the version in force at the time of the order, form part of the contract.
8. Payment
The available payment methods are shown during the ordering process.
Depending on the options available at the time, payment can be made by:
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credit or debit card;
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cash on delivery;
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payment in installments through an external financial service provider, where such an option is offered;
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other payment methods shown at checkout.
When an external payment or financial service provider is used, its own terms may apply.
9. Invoices
If an invoice is wanted, the Customer should provide the necessary and correct billing details.
Where the site offers the relevant option, the details should be entered when placing the order.
10. Delivery
We deliver to the locations and countries that are available as an option during checkout.
The current delivery methods, prices and estimated times are stated in the "Shipping" section and/or when placing the order.
Unless another period has been agreed, delivery takes place within the period provided for by applicable law.
The Customer must provide accurate and complete delivery details.
MUSE is not liable for delay or inability to deliver caused by incorrect or incomplete details provided by the Customer.
If there is a problem with the delivery, please contact us as soon as possible.
Failure to notify the courier of visible damage upon receipt does not deprive the Consumer of their statutory rights in the event of a lack of conformity of the goods.
For international deliveries outside the European Union, if such are offered, local customs duties, taxes or other fees may be charged by the respective authorities or providers. These fees are not set or collected by MUSE, unless expressly stated otherwise at the time of the order.
11. Right of withdrawal for online purchases
The Consumer has the right to withdraw from an online purchase contract within 14 days of receiving the goods, without having to give a reason.
For an order that includes several products delivered separately, the period starts from receipt of the last product, where this applies under the law.
To exercise your right of withdrawal, you must clearly inform us of your decision before the 14-day period expires.
You can do this by email to:
Please state the order number and the product or products you wish to return.
You can also use the standard withdrawal form attached at the end of these Terms and Conditions, but its use is not mandatory.
We will provide you with return instructions by email.
The direct costs of sending the products back are borne by the Consumer, unless we have expressly stated otherwise.
12. Condition of returned products
The Consumer is liable only for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and proper functioning.
For products to which the right of withdrawal applies, damage to the outer cardboard packaging alone does not automatically lead to loss of the right of withdrawal, except where a statutory exception applies.
When returning products, we ask that they be accompanied by their available accessories and original packaging, as far as possible.
13. Exceptions to the right of withdrawal
Under applicable law, the right of withdrawal does not apply in certain cases.
For cosmetic products, the exception of particular importance is the one for:
sealed goods that are unsealed after delivery and cannot be returned for reasons of health protection or hygiene.
Where the specific cosmetic product falls under this exception and its protective seal, foil or other factory sealing has been broken after delivery, the product is not eligible for return under the right of withdrawal.
This limitation does not affect your rights where the product is defective, damaged or not in conformity with the contract.
14. Refunds on withdrawal
Where the right of withdrawal is validly exercised, MUSE refunds the amounts due without undue delay and within the statutory period, which is no later than 14 days from the date of receiving the returned goods.
MUSE has the right to withhold the refund until it receives the returned products or until the Consumer provides proof of having sent them back, whichever occurs first.
Where you withdraw from the entire order, the refund also includes the costs you paid for the cheapest standard delivery method offered by MUSE, where the law requires this.
If you chose a delivery method more expensive than the standard one, the additional difference is not refunded.
The costs of returning the products to MUSE are borne by the Consumer, except where the reason for the return is a defect, a lack of conformity or an error on our part.
Refund method
For card payments, the amount is refunded to the card used for the purchase.
For cash-on-delivery payments, the amount is refunded by bank transfer once you provide us with a bank account (IBAN).
For a purchase made through an installment payment service, the refund is made in line with the applicable process of the respective financial provider, without this limiting the Consumer's statutory rights.
15. Defective, damaged or wrongly sent product
If you receive a product that is damaged, defective or different from the one ordered, please contact us at info@musecosmetics.bg and state the order number and a description of the problem.
Where possible, you can attach photos to help us review the case faster.
These cases are handled separately from the standard right of withdrawal and do not affect your statutory rights in the event of a defect or lack of conformity of the product.
16. Legal guarantee of conformity and complaints
All Consumers enjoy their statutory rights in the event of a lack of conformity of the goods purchased.
The goods are covered by the statutory period for making a complaint provided for in applicable law, including up to two years from delivery of the goods, where applicable.
In the event of a lack of conformity, the Consumer has the remedies provided by law, including bringing the goods into conformity, a proportionate reduction of the price, or termination of the contract under the conditions laid down by law.
A complaint can be made at:
When making a complaint, state:
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the order number;
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the product the complaint relates to;
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a description of the problem;
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your preferred way of resolving the case, where applicable;
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contact details.
We may ask for a document proving the purchase and other information needed to review the complaint.
Complaint rights are different from the 14-day right of withdrawal and cannot be limited by these Terms and Conditions.
17. Personal data
The processing of personal data in connection with the use of the site, orders and communication with MUSE is carried out in accordance with our Privacy Policy.
The use of cookies and other similar technologies is governed by the relevant cookie information and settings on the site.
Accepting these Terms and Conditions does not automatically constitute consent to receive marketing messages.
18. Intellectual property
The content of the site, including texts, product descriptions, images, videos, graphics, design, logos, trademarks and other materials, is protected by applicable intellectual property law.
Except where the law allows otherwise, the content may not be copied, distributed, published, modified or used for commercial purposes without the prior permission of the respective rights holder.
19. Operation of the site
We make reasonable efforts for the site to be accessible and to function properly.
Temporary interruptions are possible due to technical maintenance, an update, a problem with an external provider or other circumstances beyond our reasonable control.
Nothing in these Terms and Conditions excludes or limits any liability of MUSE that cannot be excluded or limited under the law.
20. Force majeure
MUSE is not liable for delay or non-performance caused by circumstances beyond our reasonable control, where these constitute force majeure within the meaning of applicable law.
This does not affect the Consumer's statutory rights, including the right to terminate the contract and receive back the amounts due to them, where the law provides for this.
21. Complaints and dispute resolution
If you have a question, complaint or dispute regarding a purchase, you can first contact us at:
We will make every effort to review the case and find a suitable solution.
Consumers can also submit complaints to the Commission for Consumer Protection (CPC) and can use the applicable procedures for alternative resolution of consumer disputes through the conciliation commissions.
The old European ODR platform should not be added to the terms - it was permanently discontinued as of 20 July 2025.
22. Changes to the Terms and Conditions
MUSE may update these Terms and Conditions in the event of a change in the law, in the way the site works, in the services offered, or for other justified reasons.
Each specific purchase is governed by the version of the Terms and Conditions that was in force at the time the respective contract was concluded.
A change to the Terms and Conditions does not retroactively alter the terms of a one-off purchase already concluded.
Where the law requires notification of a change in terms under an ongoing contractual relationship, MUSE will give the necessary notification.
23. Applicable law
All matters not governed by these Terms and Conditions are subject to the Bulgarian law in force.
Where the Customer has the status of a Consumer and their habitual residence is in another country, this clause does not deprive them of the protection afforded to them by the mandatory provisions of applicable consumer law.
If any individual clause of these Terms and Conditions is found to be invalid or unenforceable, this does not affect the validity of the remaining clauses.