Terms and Conditions
As of: May 2026
§1 Scope
These Terms and Conditions (T&C) apply to all contracts concluded via the Pets Veltelo online shop (pets.veltelo.com) between DZHOLEV CONSULT Ltd (seller) and the buyer (consumer or entrepreneur). Deviating terms of the buyer are not recognised unless the seller expressly agrees to them in writing.
§2 Contracting Party
The purchase contract is concluded with DZHOLEV CONSULT Ltd, registered in the Bulgarian commercial register (UIC 205615330). Contact: support@veltelo.com. For questions, our customer service is available on weekdays from 9–18:00.
§3 Prices & Payment
All prices are final prices in euros (€). No VAT is shown separately on our invoices. For consignments with an intrinsic value up to €150 to the EU, import VAT is collected and remitted via the EU IOSS scheme of our shipping service provider — buyers pay no additional import VAT at customs. Payment is processed through our payment provider Stripe. Accepted payment methods: credit card (Visa, Mastercard, Amex), PayPal, Klarna, SEPA direct debit. The invoice amount is charged immediately after placing the order. Stripe stores and processes your payment data to the highest security standards (PCI-DSS Level 1).
§4 Delivery
We deliver within the EU. Delivery time is usually 15–25 business days after payment receipt. Standard shipping is free for orders from €49.00. For orders under €49.00, a flat shipping fee of €4.90 applies. Express delivery (10–18 business days) is available for an additional €7.90. All orders receive a tracking number by email.
§4a Customs & Import Duties
Our products are shipped directly from the supplier (predominantly from Asia). For shipments with a customs value up to €150, no import duties are usually levied in the EU. For products with a value over €150, additional EU import duties (5–12% depending on product category) as well as import VAT may apply, which are collected directly from the recipient by the relevant customs authority. These charges are not included in the product price and are outside our control. The buyer is responsible for paying any applicable customs duties. For more information, see our FAQ section.
§5 Right of Withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason. The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods. For defective or incorrectly delivered products, we cover the return shipping costs. For other returns (e.g. not liking the product), the buyer bears the return shipping costs. For further details, please refer to our withdrawal policy.
§6 Warranty
Statutory warranty rights apply. The warranty period is 2 years from the delivery date. In the event of defects, you have the right to supplementary performance (repair or replacement), and if this fails, to a price reduction or withdrawal. Wear and tear caused by improper use is excluded from the warranty.
§7 Data Protection
The collection and processing of your personal data is carried out in accordance with our privacy policy and in compliance with the General Data Protection Regulation (GDPR). Your data is used exclusively for order processing and will not be passed on to third parties without your consent, unless this is necessary for the fulfilment of the contract.
§8 Dispute Resolution
The European Commission provides a platform for online dispute resolution (ODR), which you can find at https://ec.europa.eu/consumers/odr. We are not obliged or willing to participate in dispute resolution proceedings before a consumer arbitration body, but do participate in voluntary conciliation attempts.
§9 Applicable Law
The law of the Republic of Bulgaria applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). Consumers in other EU member states also enjoy the protection of the mandatory consumer protection provisions of their home country. The place of jurisdiction for merchants and legal entities under public law is Sofia, Bulgaria.