Terms of service

These Terms apply to consumer purchases made through shards-store.com (the "Store"). They do not limit any mandatory consumer rights that cannot be excluded by agreement.

1. Seller identity

SHARDS EOOD Registered address: 16 Sveti Naum, 1421 Sofia, Bulgaria UIC: 208667574 | VAT: BG208667574 Email: info@shards-store.com | Phone: +359 896259469

2. Products and prices

Product descriptions, materials and prices are shown on the product pages. All prices displayed to consumers include VAT; delivery charges, if any, are shown before you submit your order.

SHARDS jewellery may be handmade or contain natural and individually formed materials (pearls, Murano glass). Minor differences in colour, shape or size between pieces are not defects where they are consistent with the product description.

3. Placing an order

You can review and correct your order (products, quantities, delivery details) before final submission. By submitting an order you make an offer to purchase.

An automated order-receipt email does not by itself constitute acceptance. The contract is concluded only when we send an email expressly accepting the order or confirming its dispatch.

Before acceptance, we may decline an order because of product unavailability, unsuccessful payment, reasonable suspicion of fraud, or an obvious technical or pricing error. Any payment already collected will be refunded without undue delay.

Payment is made using the methods shown at checkout. Order details are sent to you by email and retained for the period required by law; you may request a copy by contacting us.

4. Delivery

We deliver within the period stated at checkout, or, if none is stated, within 30 days of the contract being concluded, unless otherwise agreed.

Risk of loss or damage passes to you when you, or a person designated by you (other than the carrier), physically receives the goods. If you independently appoint a carrier that we did not offer, risk passes when the goods are handed to that carrier.

Your statutory rights regarding late or failed delivery remain unaffected.

5. Right of withdrawal (14 days)

If you are an EU consumer, you may withdraw from your purchase within 14 calendar days of receiving the goods, without giving any reason. For orders delivered in separate lots, the period starts when the last item is received.

To withdraw, send a clear statement to info@shards-store.com or to the postal address in Section 1. You may use the model form below, but it is not required.

You must send the goods back within 14 days of notifying us; unless otherwise stated, you bear the direct cost and risk of return shipping. We recommend using a trackable shipping method, as you remain responsible for the goods until we receive them.

We will refund the product price within 14 days of receiving your withdrawal notice, using your original payment method and without refund fees. We may withhold the refund until we receive the goods or you provide proof they have been sent back.

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

To help us process your refund quickly and in full, please return the item unworn and unused, with any tags attached, in its original packaging, and together with any other elements included in your parcel (e.g. gift box, pouch, backing card, stickers, thank-you card). Please also include your receipt or proof of purchase where possible.

If the item, its packaging, or its accessories are missing, damaged, or show signs of use beyond what is needed to inspect the product, we may deduct a reasonable amount from your refund to reflect the resulting diminished value; we will not refuse the refund altogether or reduce it to a token amount, and we will explain how any deduction was calculated. The absence of a receipt or proof of purchase does not remove your right to withdraw, though other evidence of purchase (e.g. a payment confirmation) may then be required.

The right of withdrawal does not apply to jewellery made to your specifications or clearly personalised, such as individually engraved or custom-designed pieces. Selecting a standard option offered on the product page does not, by itself, make a product personalised.

Model withdrawal form

To: SHARDS EOOD, 16 Sveti Naum, 1421 Sofia, Bulgaria, info@shards-store.com

I hereby withdraw from my contract for the purchase of: [...] Ordered on / received on: [...] Name and address: [...] Date and signature (if submitted on paper): [...]

6. Faulty or non-conforming goods

Goods are covered by the statutory legal guarantee of conformity for at least 2 years from delivery, under Directive (EU) 2019/771 and the Bulgarian ЗЗП, together with any extension required by law.

If a product is faulty, damaged on delivery, or does not match its description, you may initially request repair or replacement, unless your chosen remedy is impossible or would impose disproportionate cost on us. A price reduction or termination of the contract is available in the circumstances provided by law. Statutory remedies are free of charge, provided within a reasonable time, and without significant inconvenience to you.

The following are not, by themselves, a lack of conformity where they result from events occurring after delivery:

  • Detachment or breakage of a pearl or Murano glass bead caused by impact, pulling, dropping, or other external force rather than faulty mounting.
  • Change in colour or shine of pearls, glass, or silver findings caused by contact with water, perfume, cosmetics, or cleaning/chemical products, or by normal tarnishing over time.
  • Damage caused by unauthorised repair, resizing, or alteration by a third party.
  • Normal wear, scratching, or natural tarnishing consistent with the product's materials and age.

These examples apply only to the extent the relevant circumstance actually caused the problem; they do not restrict your statutory rights, and do not apply where the product was advertised as suitable for the relevant use or exposure. Conversely, faulty mounting causing a stone or bead to detach, or a manufacturing defect in the clasp, stringing, or silver findings, is covered.

To submit a claim, contact info@shards-store.com with your order number or other proof of purchase, a description of the issue, and photographs where possible. We may need to inspect the product before confirming the remedy. A certificate of authenticity is not required to exercise your statutory rights, though providing it speeds up processing.

7. Complaints and dispute resolution

Send complaints to info@shards-store.com or to our postal address; we will process them in accordance with applicable law.

If a complaint cannot be resolved directly, you may:

Participation by SHARDS in an ADR procedure is voluntary unless required by law.

8. Applicable law and courts

These Terms and contracts concluded through the Store are governed by Bulgarian law.

If you are habitually resident in another country, this choice does not deprive you of the protection provided by mandatory provisions of the law of your country of residence, where those provisions apply.

Disputes are subject to the courts competent under applicable EU and national consumer-protection rules. Where permitted by those rules, you may bring proceedings before the courts of your own country of residence; we may bring proceedings against you only before the courts permitted by those rules.

9. Changes to these Terms

We may update these Terms for future purchases; changes do not apply retroactively to contracts already concluded. The version applicable to your purchase is the version in effect when your order is accepted.