Terms of Service

Last updated: 3 July 2026

These Terms and Conditions (“Terms”) govern your access to and use of the Trilium Marketplace website and any purchase made through it.

The website is owned and operated by:

Trilium EOOD (ЕООД)
EIK/UIC: 131461587
VAT Number: BG131461587
Registered office: 31 Alabin Street, 1000 Sofia, Bulgaria
Email: info@trilium-bg.com
Telephone: +359 899 665 200

In these Terms, “Trilium Marketplace”, “Trilium”, “we”, “us” and “our” refer to Trilium EOOD.

By placing an order through our website, you agree to these Terms. Nothing in these Terms limits any mandatory rights available to consumers under applicable European Union or national consumer-protection law.

1. Scope

These Terms apply to products and services offered for sale through Trilium Marketplace.

Depending on the products available on the website from time to time, these may include physical goods, digital products or services.

Specific terms or information displayed on a product page may also apply to that particular purchase.

Where there is a conflict between these Terms and mandatory consumer-protection legislation, the mandatory legal provisions prevail.

2. Customer Eligibility

To place an order, you must have the legal capacity to enter into a binding contract.

By submitting an order, you confirm that the information you provide is accurate, complete and up to date and that you are authorised to use the selected payment method.

You are responsible for keeping your account credentials confidential where you have created a customer account.

3. Product Information

We take reasonable care to ensure that product descriptions, specifications, photographs, dimensions, colours and other information displayed on the website are accurate.

However, minor differences may occur due to factors such as:

• screen and device settings;
• lighting used in product photography;
• manufacturing tolerances;
• packaging updates;
• product batches; or
• minor supplier or manufacturer changes.

Such minor variations do not affect your statutory rights where a product does not conform to the contract.

Images may sometimes include props, accessories or surrounding items for illustrative purposes. Unless expressly stated otherwise, only the items identified as included in the product description form part of the purchase.

4. Product Availability

All products are offered subject to availability.

Adding an item to your shopping cart does not reserve it.

We may change, suspend or discontinue products at any time before an order has been accepted.

If a product becomes unavailable after payment has been received, we will inform you and, where we cannot fulfil the order, refund the relevant amount without undue delay.

5. Prices

Unless otherwise stated, prices are displayed in euro (EUR).

Prices include applicable taxes where required by law.

Any additional delivery charges or other mandatory costs payable by the customer will be disclosed before the customer submits the order.

We may change product prices at any time.

A price change will not affect an order that has already resulted in a binding contract, except where permitted by applicable law or where an obvious pricing error has occurred.

6. Promotions and Discounts

From time to time, Trilium Marketplace may offer promotional prices, discount codes or other offers.

Promotions may:

• have a limited duration;
• apply only to selected products;
• be limited to certain customers or territories;
• be subject to minimum order values; or
• have other conditions clearly disclosed with the promotion.

Unless expressly stated otherwise, promotions cannot be combined.

Promotional offers do not affect mandatory statutory consumer rights.

7. Placing an Order

Before submitting an order, you will have an opportunity to review the products selected and the information provided during checkout.

By clicking the final order or payment button, you submit an order for the products shown and accept the obligation to pay the indicated price.

Receipt of an order does not necessarily mean that the order has been accepted.

We may send an automated acknowledgement confirming that we have received your order.

8. Formation of the Contract

A binding sales contract is formed when we expressly accept your order, normally through an order-confirmation email or another clear confirmation of acceptance.

Where applicable, acceptance may also occur when the relevant goods are dispatched.

We reserve the right to refuse or cancel an order before acceptance where there is a legitimate reason, including:

• product unavailability;
• an obvious pricing or description error;
• inability to authorise payment;
• suspected fraud or unauthorised payment activity;
• suspected misuse of the website; or
• a legal or regulatory reason preventing fulfilment.

If we cancel an order after receiving payment, the relevant amount will be refunded using the original payment method unless otherwise agreed.

9. Payment

Payment must be made using one of the methods available during checkout.

Depending on availability, payment may be processed through third-party payment providers including PayPal and BORICA AD, including 3-D Secure card authentication where applicable.

Payment providers may apply their own terms and privacy practices.

We do not intend to receive or store complete payment-card credentials where card information is entered directly into the payment provider’s secure payment environment.

You confirm that you are authorised to use the selected payment method.

10. Payment Authorisation and Fraud Prevention

Orders may be subject to verification and security checks.

We or our payment partners may decline, hold or review a transaction where reasonably necessary to prevent fraud, unauthorised use, payment abuse or other unlawful activity.

Where reasonably necessary, we may request additional information to verify an order or payment.

Any such processing will be carried out in accordance with applicable law and our Privacy Policy.

11. Shipping and Delivery

Trilium Marketplace delivers to supported destinations as shown during checkout.

11.1 Standard estimated delivery time

Our normal estimated delivery timeframe is:

2–6 business days.

Unless expressly stated otherwise, delivery estimates are calculated according to the information shown during the purchase process.

11.2 Delivery times may vary

By placing an order, you acknowledge that the 2–6 business-day timeframe is an estimate rather than an absolute guarantee.

Actual delivery times may vary depending on factors including:

• the destination country or region;
• the customer’s delivery location;
• distance from the relevant fulfilment location;
• local courier operations;
• public holidays;
• weekends;
• seasonal demand;
• exceptionally high order volumes;
• promotional periods;
• logistical disruptions;
• customs procedures where applicable;
• carrier delays;
• adverse weather;
• local transport conditions; or
• other circumstances outside our reasonable control.

For these reasons, during certain periods or for certain destinations, delivery may take up to approximately 15 business days.

Accordingly, customers accept that an order initially displaying an estimated delivery period of 2–6 business days may require additional time depending on the destination, time of year and logistical circumstances.

This provision does not exclude or restrict any mandatory delivery rights available to consumers under applicable law.

11.3 Longer delivery periods

If an individual product has a different expected delivery period, that information may be displayed on the relevant product page or at checkout.

Where applicable, the delivery timeframe specifically agreed with the customer takes precedence over the general estimate above.

Under EU consumer rules, where no other delivery time has been agreed, goods must generally be delivered without undue delay and no later than 30 days after conclusion of the contract.

11.4 Delayed delivery

If delivery is delayed beyond an agreed or legally applicable period, consumers retain the remedies provided by applicable law.

Depending on the circumstances, this may include asking us to deliver within an appropriate additional period and, where the legal conditions are satisfied and delivery still does not occur, terminating the contract and obtaining reimbursement.

Nothing in these Terms removes those mandatory rights.

12. Shipping Address

You are responsible for providing a complete and accurate delivery address.

Please check your shipping details carefully before submitting your order.

If you become aware of an error after ordering, contact us as soon as possible.

We will make reasonable efforts to assist, but we cannot guarantee that a delivery address can be changed after an order has entered fulfilment or been dispatched.

Additional costs resulting directly from an incorrect or incomplete address supplied by the customer may be charged where permitted by law.

13. Failed Delivery

Where a delivery cannot be completed because:

• the recipient is unavailable;
• an incorrect or incomplete address was provided;
• the parcel is not collected from an available collection point; or
• another circumstance attributable to the recipient prevents delivery,

the carrier may attempt redelivery, hold the parcel for collection or return it to sender.

Any applicable next steps will depend on the carrier, destination and circumstances.

Nothing in this section limits mandatory consumer rights.

14. Risk of Loss or Damage

For consumer purchases, the risk of loss of or damage to physical goods generally passes to you when you, or a third party designated by you other than the carrier, acquire physical possession of the goods, except where applicable law provides otherwise.

If goods arrive damaged, please contact us as soon as reasonably possible so that we can investigate and provide the appropriate remedy.

15. Order Inspection

Customers should inspect goods within a reasonable time after delivery.

If you discover that an item is damaged, defective, incomplete or different from what you ordered, contact us at:

info@trilium-bg.com

Prompt notification can help us investigate the issue, but failure to notify us immediately does not remove statutory rights where those rights apply.

16. Right of Withdrawal for EU Consumers

If you are a consumer purchasing at a distance within the European Union or another jurisdiction granting equivalent rights, you generally have the right to withdraw from an eligible purchase within 14 days without giving a reason.

For goods, the withdrawal period generally begins on the day you, or a third party indicated by you other than the carrier, receives the goods.

Different rules may apply where multiple goods are delivered separately.

Your statutory right of withdrawal is subject to exceptions provided by applicable law.

17. Extended 30-Day Return Policy

In addition to the statutory withdrawal right, where indicated by Trilium Marketplace we voluntarily offer a 30-day return period for eligible products.

This commercial return policy is additional to, and does not replace or reduce, your statutory consumer rights.

The detailed conditions, eligibility rules, return process and any applicable exclusions are set out in our Refund & Returns Policy.

Where the voluntary return policy offers greater rights than the statutory minimum, the more favourable commercial terms apply according to that policy.

18. Return Condition

Where permitted by applicable law, customers may inspect products to the extent reasonably necessary to determine their nature, characteristics and functioning.

Consumers may be responsible for diminished value resulting from handling beyond what would reasonably be permitted when examining the goods in a physical store.

Different return conditions may apply under our voluntary 30-day return policy, provided those conditions do not restrict the statutory 14-day withdrawal right.

19. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply in certain situations provided by law, including, depending on the circumstances:

• goods made to the consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for health-protection or hygiene reasons where they have been unsealed after delivery;
• certain sealed audio, video or software products once unsealed;
• services fully performed where the legally required consent and acknowledgement have been obtained; and
• digital content supplied other than on a tangible medium after performance has begun with the consumer’s prior express consent and acknowledgement of the consequences for the right of withdrawal.

The exact statutory exceptions depend on the nature of the product or service and applicable law.

20. Refunds Following Withdrawal

Where you validly exercise the statutory right of withdrawal, we will reimburse amounts due in accordance with applicable law.

Refunds will generally be made using the same payment method used for the original transaction unless expressly agreed otherwise.

For physical goods, we may be entitled to withhold reimbursement until we have received the goods back or you have provided evidence that they have been sent back, whichever occurs first, where permitted by law.

Further details are provided in our Refund & Returns Policy.

21. Legal Guarantee of Conformity

EU consumers have mandatory rights where goods are defective or do not conform to the contract.

Under EU law, sellers are generally liable for a lack of conformity that becomes apparent within at least two years from delivery.

Depending on the circumstances and applicable law, remedies may include:

• repair;
• replacement;
• a proportionate price reduction; or
• termination of the contract and reimbursement.

The appropriate remedy and order in which remedies are available depend on the applicable legal requirements and circumstances of the case.

These statutory rights are separate from our voluntary 30-day return policy and cannot be excluded by these Terms.

22. Digital Products and Services

Where Trilium Marketplace offers digital content, digital services, consultancy or other services, additional product-specific conditions may apply.

The delivery method and performance timeframe will be shown on the relevant page or otherwise agreed with the customer.

Where a consumer requests immediate performance during a statutory withdrawal period, any legally required consent or acknowledgement will be obtained where necessary.

Nothing in this section limits mandatory rights applicable to digital content or services.

23. Intellectual Property

Unless otherwise stated, the website and its content, including:

• trademarks;
• logos;
• graphics;
• website design;
• text;
• photographs;
• videos;
• software;
• product-page layouts; and
• other materials,

are owned by, licensed to or lawfully used by Trilium EOOD.

You may use the website for personal and lawful purposes only.

You may not reproduce, distribute, modify, commercially exploit or otherwise use protected content without authorisation where such authorisation is legally required.

24. Reviews and User Content

Where the website allows customers to submit reviews, photographs, comments or other content, you must not submit content that is:

• unlawful;
• fraudulent;
• defamatory;
• threatening;
• discriminatory;
• infringing of intellectual-property rights;
• misleading;
• malicious; or
• otherwise unlawful.

We may moderate or remove content where reasonably necessary, subject to applicable law.

25. Acceptable Use

You must not:

• use the website for unlawful purposes;
• attempt unauthorised access to our systems;
• introduce malware or malicious code;
• interfere with website availability or security;
• use automated systems in a manner that causes unreasonable load;
• attempt payment fraud;
• impersonate another person;
• misuse promotions; or
• otherwise interfere with other users’ lawful use of the website.

We may take reasonable measures to protect our services against abuse.

26. Website Availability

We aim to keep Trilium Marketplace available and functioning properly.

However, uninterrupted availability cannot be guaranteed.

The website may temporarily be unavailable due to:

• maintenance;
• security updates;
• technical failures;
• hosting or network issues;
• circumstances outside our reasonable control; or
• necessary operational changes.

This provision does not affect obligations arising from an already concluded consumer contract.

27. Third-Party Services

Our website may use or link to third-party services, including payment providers, carriers and other service providers.

We are not responsible for independently operated third-party websites or services outside our control.

However, where we use third parties to perform our obligations under a consumer contract, this does not remove any responsibility that cannot lawfully be excluded.

28. Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms limits or excludes:

• mandatory consumer rights;
• liability for fraud or fraudulent misrepresentation;
• liability for death or personal injury where legally incapable of exclusion; or
• any other liability that cannot legally be limited.

To the maximum extent permitted by applicable law, we are not responsible for losses that were not reasonably foreseeable at the time the contract was concluded or that arise from circumstances for which we are not legally responsible.

For consumers, these limitations apply only insofar as permitted by mandatory consumer-protection law.

29. Force Majeure and Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control to the extent permitted by applicable law.

These events may include, for example:

• natural disasters;
• extreme weather;
• war or civil unrest;
• strikes outside our organisation;
• carrier disruptions;
• widespread transport disruption;
• governmental measures;
• customs disruption;
• telecommunications failures;
• power outages;
• epidemics or public-health restrictions; or
• major infrastructure failures.

Where such an event affects an order, we will take reasonable steps to minimise its impact.

Mandatory consumer remedies remain unaffected.

30. Privacy and Personal Data

Personal data is processed in accordance with our Privacy Policy and applicable data-protection legislation.

Information about cookies and similar technologies is provided in our Cookie Policy and cookie-preference interface where applicable.

31. Governing Law

These Terms and contracts concluded through Trilium Marketplace are governed by Bulgarian law, subject to applicable conflict-of-law rules.

If you are a consumer habitually resident in another EU Member State, this choice of law does not deprive you of mandatory consumer protections afforded by the law of your country of habitual residence where those protections apply.

32. Consumer Disputes and Alternative Dispute Resolution

If you have a problem with an order, we encourage you to contact us first at:

info@trilium-bg.com

We will make reasonable efforts to resolve legitimate complaints directly.

Consumers may also have access to competent national consumer-protection authorities or recognised alternative dispute resolution bodies, depending on their place of residence and the nature of the dispute.

Nothing in this section affects a consumer’s right to bring proceedings before a competent court where permitted by applicable law.

33. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

34. No Waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we waive our right to enforce it later.

35. Changes to These Terms

We may update these Terms from time to time to reflect changes to:

• our services;
• legal requirements;
• payment or delivery arrangements;
• website functionality; or
• business operations.

The updated version will be published on this page together with the applicable “Last updated” date.

For individual orders, the version applicable to the contract will generally be the version in force when the order was placed, unless applicable law requires otherwise.

36. Contact and Company Information

For questions about these Terms, orders or your statutory rights, contact:

Trilium EOOD (ЕООД)
Trading as: Trilium Marketplace
EIK/UIC: 131461587
VAT Number: BG131461587
Registered office: 31 Alabin Street, 1000 Sofia, Bulgaria
Email: info@trilium-bg.com
Telephone: +359 899 665 200