General terms of use
Section I - Information on the merchant and regulatory authorities
Article 1. (1) This online store is managed and administered by:
Company name: Silphora Ltd
VAT No.: BG206511765
Registered office and management address: Bulgaria Blvd. 4, Severen district, Plovdiv 4003, Bulgaria
Mailing address: Bulgaria Blvd. 4, Severen district, Plovdiv 4003, Bulgaria
Telephone: +30 699815 4021
Email: support@silphora.gr
(2) Supervisory authorities in relation to the merchant's activity:
Name: Commission for Consumer Protection
Registered office and management address: 1 Vrabcha Street, Sofia 1000, Bulgaria
Mailing address: 1 Vrabcha Street, Sofia 1000, Bulgaria
Telephone: +359 700 111 22
Website: https://kzp.bg/
Name: General Directorate for Market and Consumer Protection
Address: Kaningos Square, Athens 101 81
Mailing address: Kaningos Square, Athens 101 81
Telephone: +30 213 1514 000
Website: https://kataggelies.mindev.gov.gr/
Name: Consumer Protection Service
Address: Agapinoros 2, Nicosia 1076, Cyprus
Mailing address: Agapinoros 2, Nicosia 1076, Cyprus
Telephone: +357 22 817040
Section II – Frequently used terms
Article 2. For the purposes of these General Terms, the following terms shall have the meaning set out below:
Online store – Online platform, accessible via web browser at the Silphora domain, through which the Merchant offers products for sale remotely and provides the possibility to place orders, communicate with customers and provide mandatory information in accordance with applicable law.
Merchant – Silphora Ltd, a commercial company that organizes and carries out the sale of products presented in the online store.
Customer – Any natural or legal person who has placed a valid order through the online store and is a party to a distance selling contract with the Merchant.
Consumer – Natural person who acquires products through the online store outside the scope of his commercial, business or professional activity, within the meaning of the applicable consumer legislation.
Business customer – Legal entity or natural person acting in the course of their commercial or professional activity, including corporate orders and gift orders.
General Terms – This document, which regulates the rules for using the online store, the procedure for concluding and executing sales contracts, the rights and obligations of the parties, as well as the applicable policies and procedures.
Product – Any physical product offered in the online store, including, but not limited to, silk pillowcases, hair and body accessories, gift sets and other lifestyle and wellness products.
Hygiene products – Products intended for direct contact with skin, hair or face, which due to their nature are subject to a special regime when exercising the right of withdrawal, in accordance with the law and these General Terms.
Order – Electronic statement submitted by the Customer through the Online Store, declaring the intention to purchase selected products under specific conditions (product code, quantity, price, delivery and payment method).
Distance selling contract – Contract concluded between the Merchant and the Customer through means of distance communication, in which these General Terms form an integral part of its content.
Order confirmation – Electronic message sent by the Merchant to the Customer, certifying the acceptance of the order and the conclusion of the sales contract.
User profile – Personalized space in the online store, accessible via individual login details, which allows managing orders, storing information and using additional functionalities.
Guest order – Possibility to place an order without creating a user profile, by providing the necessary data for the execution of the contract.
Price – The final price of the product, as indicated in the online store, includes applicable taxes, while shipping costs are indicated separately, unless expressly stated otherwise.
Carrier – Licensed third party that carries out the physical delivery of the ordered products to the Customer in the territory of the respective country.
Business day – Any day that is not a public holiday or day of rest according to the applicable national legislation of the delivery country.
Force majeure – Unforeseen circumstances beyond the control of the parties, which temporarily or permanently prevent the performance of contractual obligations.
Section III – General characteristics of the online store
Article 3. (1) The online store operates as an electronic distance trading platform, through which the Merchant offers Products related to sleep, body care and aesthetic comfort. Through the platform, Customers have the opportunity to learn about the basic characteristics of the Products, their price and delivery terms before submitting the Order.
(2) The information published in the online store is informative and aims to help the consumer make an informed decision. Descriptions, images and recommendations are consistent with the nature of the products, while there may be minimal visual differences that do not affect their functionality or purpose.
(3) The presentation of the Products in the Online Store constitutes an invitation for the Customer to submit an offer. The distance selling contract is considered concluded only after explicit confirmation of the order by the Merchant.
Article 4. (1) Access to the online store is free and does not require mandatory registration. Customers can place an order either by creating a user profile or by selecting the "Order as guest" option, and in both cases these General Terms apply.
(2) When creating the User Profile, the Customer provides the necessary data for the execution of the Distance Selling Contract and for subsequent communication. The Customer is responsible for the accuracy and timeliness of the provided information and must correct it promptly in case of change.
Article 5. (1) Due to the peculiarities of e-commerce and the display devices used, slight differences may be observed between the presentation of the Products in the Online Store and their actual appearance. Such differences are not considered a discrepancy and do not constitute a reason for complaint.
(2) The characteristics of hygiene products are described with particular care and the Customer must comply with the information regarding their use and method of use. These characteristics are important when exercising rights related to the return or replacement of Products.
Section IV – Conclusion of distance selling contract. Prices and payment methods
Article 6. (1) The Customer places the Order through the Online Store, selecting the desired Products, providing the necessary delivery details and choosing the preferred payment method. Before finalizing the Order, the Customer has the opportunity to review and correct the information entered, including the content of the Order and the final price.
(2) By sending the Order, the Customer submits a binding offer for the conclusion of a Distance Selling Contract. The Contract is considered concluded only after the Order Confirmation is sent by the Merchant.
Article 7. (1) The order confirmation is sent electronically and contains basic information about the Products, the price, the delivery method and the selected payment method. This communication certifies the acceptance of the Order and the establishment of a contractual relationship between the parties.
(2) The automatic receipt of a system message for the registration of the Order is not considered by itself an Order Confirmation, unless expressly stated otherwise by the Merchant.
Article 8. (1) The online store serves both consumers and business customers, and the terms of concluding and executing the contract may vary depending on the customer's status. The status is determined based on the information provided when placing the order.
(2) When the Customer acts as a Business customer and requests the issuance of a document in the name of a legal entity or professional body, the provisions that provide special protection to Consumers do not apply to the contract. In these cases, relations are regulated according to the general rules of commercial and contract law.
Article 9. (1) The merchant reserves the right to conduct an additional check of Orders in case of objective indications of abuse, incomplete or contradictory data, as well as in case of unusual ordering behavior. In these cases, the Customer may be asked to confirm their order via email or phone.
(2) In case of non-cooperation on the part of the Customer or in case of reasonable suspicion of a fake Order, the Merchant has the right to refuse the Order Confirmation, informing the Customer within a reasonable time. Such a refusal does not entail liability for the Merchant.
Article 10. (1) The prices of the Products are indicated in the Online Store in euros and include all applicable taxes, unless expressly stated otherwise. Shipping costs are indicated separately before the Order is finalized.
(2) In case of an obvious technical error in the indicated price, the Merchant has the right to refuse the Order Confirmation or to propose a correction, informing the Customer in due time.
Article 11. (1) The merchant may change the prices of the Products at any time, without this affecting Orders for which an Order Confirmation has already been sent. Promotional offers, discount codes or special offers are valid according to the terms announced at the time.
(2) Unless expressly stated, different discounts and offers cannot be combined for the same Order or Product.
Article 12. (1) Payment for the Products is made using the methods available in the Online Store at the time of the Order, including payment by debit or credit card, bank transfer or cash on delivery. Additional payment methods may be introduced, which will be announced in advance.
(2) The selected payment method is mandatory for the Customer and cannot be unilaterally changed after the Order Confirmation, unless there is explicit consent from the Merchant.
Article 13. (1) For each Order, the Merchant issues the corresponding accounting document in accordance with applicable law. For Orders from Business Customers, billing information must be provided correctly when sending the Order.
(2) Requests for corrections to billing information after order confirmation are considered only if permitted by applicable accounting and tax rules.
Section V – Delivery of goods
Article 14. (1) The delivery of the Products is carried out at the address indicated by the Customer when placing the Order, after the Order Confirmation has been sent by the Merchant. Delivery is organized through partner carriers, who are selected by the Merchant depending on the destination and the type of service.
(2) For deliveries to mainland Greece, the typical delivery time is from 2 (two) to 4 (four) working days, for remote areas and islands – from 3 (three) to 5 (five) working days, while for deliveries to Cyprus – from 7 (seven) to 10 (ten) working days, from the date of order confirmation.
(3) The indicated times are indicative and may be extended in case of promotional campaigns, public holidays, increased order volume, force majeure or other objective reasons beyond the Merchant's control.
(4) In case of the circumstances in the previous paragraph, the Merchant informs the Customer via email or through their profile in the Online Store, if one has been created.
Article 15. (1) Deliveries in Greece are made through the carriers ELTA Courier, General and BoxNow, while deliveries in Cyprus are made through Kronos Express, unless otherwise stated in the online store at the time of the order.
(2) The specific carrier is determined by the Merchant depending on the destination, the volume of the Order and the selected delivery method. The Customer does not have the right to demand delivery through a specific shipping company, unless this option is explicitly provided in the Online Store at the time of ordering.
(3) With the delivery of the goods to the shipping company, the merchant is considered to have fulfilled his obligation to organize the delivery, and the responsibility for the actual transport lies with the respective carrier.
(4) The risk of accidental damage or loss of the Products is transferred to the Customer only at the time of their actual receipt, in accordance with Article 20 of Directive 2011/83/EU on consumer rights.
Article 16. (1) The customer is obliged to ensure the possibility of receiving the shipment at the delivery address indicated or at a selected courier office and to receive it within a reasonable time. The customer is responsible for the correctness, accuracy and completeness of the provided delivery details, including the contact details necessary for the delivery to take place.
(2) In case of incorrect data, absence of recipient or inability to deliver for reasons attributable to the Customer, the Merchant is not liable for delay or inability to perform.
(3) In case the shipment is returned for the reasons mentioned in the previous paragraph, the Merchant has the right to cancel the Order, refunding the amounts received, minus shipping and return costs, where applicable.
(4) In case of repeated instances of non-receipt or rejection of shipments, the Merchant may take restrictive measures against the specific Customer, including requiring prepayment or restricting specific delivery methods.
Article 17. (1) Upon receipt of the shipment, the Customer must check the external appearance of the packaging and the visible condition of the Products in the presence of the carrier.
(2) In case of visible deficiencies, damage or discrepancies, it is recommended to record this in the transport document or the delivery protocol.
(3) The signing of delivery documents without objections is considered as confirmation that the Products have been received as agreed, without limiting the Customer's rights in case of hidden defects.
(4) Complaints related to delivery must be submitted within a reasonable time after receipt of the Products, in accordance with the terms provided in these General Terms.
Article 18. (1) Delivery terms for orders placed by business customers may be subject to individual negotiation, including terms, delivery method and risk allocation.
(2) In the absence of an explicit individual agreement between the Merchant and the Business Customer, the provisions of this section apply.
(3) For business customers, delivery may be made to a different address or under different logistics conditions, if this has been agreed in advance and confirmed by the Merchant.
Section VI – Rights and obligations. User roles
Article 19. (1) Within the online store, the following user roles are distinguished:
Visitor – a person who visits the e-shop for informational purposes, without creating a profile or placing an order
Registered user – a person who has created a user profile and uses the extended functionalities of the e-shop
Customer – a person who has placed an Order and has entered into a Distance Selling Agreement with the Merchant, regardless of whether they act as a Consumer or a Business Customer.
(2) The same person may successively have more than one role, depending on their behaviour in the e-shop.
Article 20. (1) Visitors have the right to:
Browse freely through the public content of the e-shop and be informed about the range of products, prices, and terms of purchase
Proceed to registration or place an order as a visitor in accordance with these General Terms
Receive accurate and up-to-date information, without any obligation to purchase.
Article 21. (1) Visitors are obliged to:
1. Use the e-shop only for personal, non-commercial, and lawful purposes.
2. Not engage in actions that may disrupt the normal operation, security, or integrity of the e-shop
3. Not copy, reproduce, or use the content without the Merchant's permission
4. Refrain from attempts of unauthorized access, automated data extraction, or misuse of functionalities.
Article 22. (1) Registered users have the right to:
1. Create, use, and manage user profiles
2. Store information regarding deliveries, preferences, and order history
3. Post reviews and ratings for products they have purchased, in accordance with content rules
4. Receive personalized information regarding availability, campaigns, and new products, when they have given their consent for this.
Article 23. (1) Registered users are obliged to:
1. Keep the provided data accurate, complete, and up-to-date
2. Keep their access data safe and not allow third parties to use their profile
3. Be responsible for all actions performed through their profile
4. Not post content that is misleading, offensive, promotional, irrelevant to the product, or violates applicable law
5. Accept that the Merchant may manage, restrict, or remove content when there are objective reasons.
Article 24. (1) The Customer has the right to:
1. Receive the Products in accordance with the Order Confirmation and the description in the E-shop
2. Be informed about the stages of processing, shipping, and delivery of the Order
3. Exercise their rights of withdrawal, complaint, or replacement in accordance with these General Terms and applicable law
4. Receive a refund of the amounts paid in case of a legitimate termination of the contract.
Article 25. (1) The Customer is obliged to:
1. Provide accurate and complete information when submitting the Order, including contact and delivery details
2. Pay the price of the Products by the selected payment method
3. Receive the delivery within a reasonable time and cooperate for its completion
4. Exercise their rights in good faith, without abuse, including rejections and returns
5. Not place fraudulent Orders, systematically fail to receive shipments, or other actions that lead to unjustified expenses or damages for the Merchant.
Section VII – Rights and obligations of the Merchant
Article 26. (1) The Merchant has the right to:
Determine the range, prices, and terms of sale of the Products
Conduct checks and verifications of Orders, if there are objective reasons
Refuse to confirm an order or cancel an Order in case of abuse, fraudulent behaviour, or inaccurate data
Moderate, restrict, or remove user content in case of violation of the General Terms.
Article 27. (1) The Merchant is obliged to:
1. Provide clear, accurate, and up-to-date information about the Products and terms of purchase
2. Execute confirmed Orders in good faith and within the agreed deadlines
3. Inform the Customer about objective obstacles to the performance of the contract
4. Comply with applicable consumer and trade legislation
5. Cooperate in the lawful exercise of their rights.
Section VIII - Right of refusal, return, and replacement
Article 28. (1) When the Customer is a consumer, they have the right to withdraw from the distance contract without giving any reason within 14 (fourteen) days from the date of receipt of the goods.
(2) In the case of an order for several items, which are delivered successively, the period begins to run from the day on which the Customer receives the last product of the respective order.
(3) The right of withdrawal is exercised through a clear and unequivocal statement of will, which is sent to the Merchant on a durable medium (in writing by post or email) before the expiry of the statutory period.
(4) The right of withdrawal is exercised in accordance with the applicable national law transposing Directive 2011/83/EU, while for consumers habitually resident in the Hellenic Republic, the withdrawal period begins to run from the date of actual receipt of the goods.
Article 29. (1) After informing the Merchant of the exercise of the right of withdrawal, the Customer is obliged to return the products without undue delay and no later than 14 (fourteen) days.
(2) When exercising the right of withdrawal, which is not due to a defect or non-conformity, all direct return costs (shipping costs, packaging, etc.) are borne by the Customer. In case of return due to proven non-conformity or manufacturing defect, the return costs and any replacement costs are borne by the Merchant.
(3) The risk of damage or loss of the goods during transport during the return is borne by the Customer until the time of their actual delivery to the Merchant.
Article 30. (1) The product range includes personal care products and products that come into contact with skin and hair (silk pillowcases, sleep masks, hair and body accessories, etc.).
(2) The Customer has the right to exercise the statutory right of withdrawal for these products as well, provided that they are returned in a marketable condition – without traces of use, without odours, stains, washing, ironing or other hygienic and mechanical damage, and with intact or restorable packaging, which allows them to be resold as new.
(3) When the returned product shows visible traces of use or hygienic irregularities, the Merchant has the right to refuse to accept the withdrawal or to deduct a depreciation in accordance with Article 31. The provisions of this article apply in accordance with Articles 14 and 16 of Directive 2011/83/EU on consumer rights.
Article 31. (1) The Customer is responsible for any diminished value of the products resulting from their handling other than what is necessary to establish the nature and characteristics of the goods.
(2) Permitted inspection actions are limited to those that would normally be allowed in a physical store (inspection, contact with the material, etc.), without actual use of the product for its intended purpose.
(3) When the returned product shows visible signs of use (e.g., traces of cosmetics, perfume, makeup, bodily secretions, washing, ironing, stretching, or mechanical damage), the Merchant objectively assesses the diminished value and has the right to deduct a fair depreciation, proportionate to the determined condition.
(4) In cases where the product has suffered hygienic or aesthetic damage to an extent that does not allow its resale as new, the Merchant has the right to refuse to refund the amount paid and to return the product to the Customer at the Customer's expense.
(5) The Merchant informs the Customer of the results of the inspection of the returned product and the amount of any deducted amount, providing a brief description of the ascertained condition.
Article 32. (1) The Merchant is obliged to return the amounts received from the customer, including the standard charge for the initial transport, within 14 days from the moment it was duly informed of the decision to withdraw from the contract.
(2) Payment of the money is made through the corresponding payment method used to complete the order, unless the parties explicitly agree on another method that does not entail additional costs for the Customer.
(3) The Merchant has the legal right to withhold payment of the amount until final receipt of the returned products or until valid proof of their dispatch is provided, whichever event occurs first.
(4) When exercising the right of withdrawal from products purchased as part of preferential offer packages, promotional sets, or packages, the Customer is obliged to return the full content of the package in its entirety, including all provided accessories and gifts.
Article 33. (1) The replacement of a product with a different colour or model at the Customer's request is allowed only if the product has been returned in a marketable condition, without signs of use, and with intact or reusable packaging.
(2) In case of replacement at the Customer's request (without the existence of a defect or non-conformity), all transportation costs for the return and re-shipment are borne by the Customer. In case of replacement due to a proven defect or non-conformity, all transportation costs for the return and re-shipment are borne by the Merchant.
(3) The provisions of this section do not apply to purchases made by persons acting within the scope of their commercial or professional activity (B2B orders).
Section IX - Complaints
Article 34. (1) The customer has the right to dispute the conformity of the purchased product, in case manufacturing defects or deviations from the agreed characteristics are found upon delivery or within the warranty period.
(2) There is a discrepancy when the product does not have the characteristics that are common for products of the same kind, does not correspond to the model shown in the e-shop, or is not suitable for the purposes for which products of this type are usually used.
Article 35. (1) Claims for complaints are submitted in writing to the Merchant via email or through the provided contact form, and in their statement, the Customer describes in detail the detected defect and states the preferred method of its rectification.
(2) Along with the request, the Customer is obliged to provide the documents on which the claim is based (receipt, invoice, or other payment document), as well as photographic or video material clearly showing the non-conformity.
(3) The Merchant maintains a register of submitted complaints and, after receiving the request, sends a confirmation to the customer with an entry number to their email address.
(4) When a physical inspection of the item is necessary, the Customer provides access to it or sends it to the Merchant's address, with transportation costs borne by the Merchant, if the complaint is deemed valid.
Article 36. (1) In case of proven non-conformity, the Merchant brings the product into conformity with the sales contract within 30 (thirty) calendar days from the date of submission of the claim.
(2) Restoration of conformity is carried out primarily through free repair or replacement of the product with a new one, unless the method chosen by the Customer is impossible or would lead to unreasonably high costs for the Merchant.
(3) If the Merchant does not carry out the replacement or repair within the legal deadline or if after repair the product shows a defect again, the Customer has the right to request a proportional price reduction or definitive termination of the contract and refund of the amount paid.
Article 37. (1) The legal guarantee for the conformity of the products offered has a duration of 2 (two) years from the time of delivery, but no later than 2 (two) months from the discovery of the defect by the Customer.
(2) Any non-conformity that becomes apparent up to one year after the delivery of the product is deemed to have existed at the time of its receipt, unless the Merchant proves that the defect was caused by the Customer's fault.
(3) The warranty does not apply in case of damage caused by improper storage, failure to follow the instructions for delicate washing of silk products, or attempts to independently rectify defects by unauthorized persons.
Article 38. (1) The exercise of the right of recourse is not linked to the payment of fees or additional compensation by the consumer.
(2) The Merchant informs the customer of the results of the examination and the actions taken to satisfy the recourse, in writing, to the email address provided.
Section X - Merchant's Liability
Article 39. (1) The Merchant is not liable for material or non-material damages caused as a result of improper processing, cleaning, or storage of silk products, which are not in accordance with the provided maintenance instructions.
(2) The customer accepts that certain materials are delicate or organic and their durability directly depends on the use of special detergents and adherence to washing and ironing temperatures.
(3) Due to the natural origin of the materials and the impending expansion of the range with natural cosmetics, the Merchant does not guarantee the absence of individual allergic reactions or dermatological intolerance, as the full composition of the products is indicated on the labels and on the website.
(4) The Merchant's liability in case of a proven defect or non-conformity is limited to the value of the purchased products, without compensation being due for indirect damages, loss of profits, or emotional distress.
Article 40. (1) The Merchant makes efforts to maintain the full accuracy of the information in the e-shop but is not liable for minimal deviations in colour shades, which may be due to the different technical parameters and colour settings of the screens used by the Customer.
(2) The Merchant is not liable for non-performance of delivery in cases where the customer has provided incomplete, inaccurate, or incorrect information regarding the address, telephone number, or recipient's name.
(3) In case of force majeure, including natural disasters, strikes, technical failures in the global network, or accounting difficulties arising from government acts, the Merchant is relieved of liability for delay, until the respective impediment ceases to exist.
Article 41. (1) The Merchant is not liable for damages caused by actions or omissions of third parties, including shipping services, banking institutions, or providers of software solutions for electronic payments.
(2) All advice, articles, and care rules published in the e-shop are purely informative and do not replace professional medical or dermatological advice.
Article 42. (1) The Merchant bears full responsibility towards the Customer for the delivery of Products that comply with the sales contract and have the characteristics described in the e-shop at the time of order.
(2) The Merchant is responsible for any physical damage or loss of the product that occurred during its transport until the moment of physical delivery to the customer or to a third party designated by the customer.
(3) In case of a proven manufacturing defect, the Merchant assumes full responsibility for the organization and costs of replacing or repairing the product, as well as for refunding the full amount paid, if the non-conformity cannot be remedied.
(4) The Merchant is responsible for the lawful processing of Customers' personal data and for ensuring a secure environment for conducting electronic transactions through the integration of certified payment modules.
Article 43. (1) The Merchant's liability is assumed in case of a proven wrongful act or gross negligence on its part, which led to the provision of misleading information that materially affected the Customer's choice.
(2) The Merchant is responsible for promptly informing the Customer if circumstances arise that prevent the order from being executed within the agreed deadlines, thereby granting the Customer the right to withdraw from the contract without penalties.
Section XI - Intellectual Property
Article 44. (1) All elements comprising the content of the online store, including original texts, product descriptions, logos, unique graphics, photographs, audiovisual works, and trademarks, are subject to intellectual property rights and belong to the Merchant or are used by them on a valid legal basis.
(2) The Customer has the right to view and download content solely for personal use, without the right to modify, delete, or conceal the intellectual property or trademark signs embedded in the materials.
(3) Reproduction, copying, publication, or distribution of content from the website for financial gain or any other commercial purpose is strictly prohibited without the prior written consent of the Merchant.
(4) The use of hyperlinks to the online store or the citation of text excerpts does not constitute consent for unauthorized use of intellectual property and does not transfer any rights thereof to third parties.
Article 45. (1) The merchant provides customers with the opportunity to express their opinion through written reviews, ratings, and comments regarding the features of the products offered.
(2) The publication of reviews is only available to registered users who have actually purchased the respective product, to ensure the authenticity of the information in accordance with applicable European consumer protection requirements.
(3) The customer bears full responsibility for the veracity of the facts stated in their comments and is obliged not to share content containing insults, vulgar language, advertising for competing platforms, or data that violates the confidentiality of third parties.
(4) The merchant reserves the right to manage or remove comments that are not directly related to the quality of the products, contain misleading statements, or conflict with good morals and these General Terms and Conditions.
(5) By publishing an opinion or review in the online store, the Customer grants the Merchant the right to use this content for marketing purposes, including its adaptation, translation, or publication on their social networks and promotional materials.
Article 46. (1) The classification of products in the online store during search or filtering is carried out automatically based on criteria such as availability, price, date of addition, or general consumer interest.
(2) During promotional campaigns, the Merchant may prioritize the display of specific product groups, with these results being clearly marked to allow the Customer to distinguish them as promotional offers.
Article 47. (1) In case of systematic violations of the platform's usage rules or attempts to abuse intellectual property, the Merchant has the right to restrict the access of the specific Customer to their profile or to the review editing functions.
(2) Any irregular use of material from the online store outside the rules stated herein may be grounds for civil or administrative criminal liability in accordance with applicable law.
Section XII - Personal Data Protection
Article 48. (1) The merchant guarantees the confidentiality of its customers' personal data, processing this data in strict compliance with the requirements of the General Data Protection Regulation (GDPR) and national legislation.
(2) The primary data processing is based on the conclusion of the sales contract, with the information used exclusively for the purposes of order processing, delivery, and any complaints.
Article 49. (1) The merchant applies the principle of minimizing collected information, requesting only the data necessary to complete the purchase.
(2) Detailed rules regarding data categories, their recipients, and storage periods are described in the "Privacy Policy," which is an integral part of the information provided to the Customer when using the online store.
(3) Marketing messages and newsletters are sent only after voluntary consent is obtained, which can be withdrawn at any time through the website's functions or by written request.
(4) The merchant does not store bank card data, as all payment transactions are conducted through protected and encrypted external platforms of certified financial institutions.
Article 50. (1) To prevent unauthorized access, any change to the user profile or the provision of details regarding previous orders is made only after verification via the email address used during registration.
(2) The customer is responsible for protecting their password and agrees to immediately notify the Merchant if there is suspicion of illegal use of their account by third parties.
Section XIII - Amendment and Supplement to the General Terms
Article 51. (1) The Merchant reserves the right to unilaterally update, amend, or supplement these General Terms and Conditions to adapt them to changes in legislation, the introduction of new platform functionalities, or the improvement of commercial processes.
(2) All changes come into effect from the moment of their publication in the online store, and the Merchant informs Customers of the changes through an informative message on the homepage or by sending a notification via email.
(3) If the Customer does not agree with the changes made, they have the right to terminate their relationship with the Merchant within 14 days of the notification, without owing compensation, unless the changes do not concern already confirmed and unfulfilled orders.
Article 52. (1) The validity of these General Terms and the contractual relationships between the parties ceases in case of objective impossibility of performance, in case of cessation of the Merchant's commercial activity, or upon mutual written agreement.
(2) The Merchant has the right to immediately and without notice restrict access to the user's profile or refuse to execute an order for a person for whom there is evidence that they are using the platform in violation of the law, sound commercial practices, or to harm the brand's reputation.
(3) Termination of the relationship for any of the stated reasons does not relieve the parties of the obligation to settle all financial claims that have arisen up to that point and does not affect the rights to goods already delivered and received.
Section XIV - Final Provisions
Article 53. (1) These General Terms constitute the entire agreement between the parties and supersede all previous agreements, written or oral declarations, regarding the use of the online store. The merchant reserves the right to make corrections and additions to the text at any time, and the updated version is immediately published on the website.
(2) Changes come into effect from the date of their announcement on the platform and apply automatically to all orders created after that moment. For already confirmed but unfulfilled deliveries, the terms valid at the time the order was finalized by the Customer apply.
(3) Continued use of the online store after the publication of changes is considered acceptance of the new version of the General Terms. The Customer is obliged to periodically check the content of this section to be informed of the applicable rules.
Article 54. (1) Should any of the clauses in this document be deemed invalid, illegal, or unenforceable by a competent court or state authority, this will not affect the validity of the remaining provisions. The parties agree that the invalid part will be interpreted according to their will and the purposes of the contract or replaced by the corresponding mandatory legal provision.
(2) Any delay or non-exercise of rights by the Merchant in a specific case of non-fulfillment does not imply a waiver of these rights in the future. The Merchant may decide not to impose a sanction or restriction at a given time, but this does not change the mandatory nature of the General Terms.
Article 55. (1) For all outstanding issues, the current legislation of the Republic of Bulgaria applies, with the main provisions being those of the Commercial Code and the Consumer Protection Act.
(2) For cross-border sales within the European Union, the protective provisions of Regulation (EC) No 593/2008 (Rome I) apply, guaranteeing consumer rights according to their habitual residence.
(3) These General Terms and the distance sales contract have been drafted in Greek and can also be provided in Greek. For consumers in the territory of the Hellenic Republic, the Greek language version is considered applicable, and in its interpretation, the mandatory consumer protection provisions under European Union law apply.
Article 56. (1) All disputes arising shall be resolved primarily through direct negotiations and in a spirit of mutual understanding between the Customer and the Silphora team. In case of failure to reach a consensus, the User has the right to refer the case to alternative dispute resolution bodies, including European online dispute resolution bodies.
(2) When the dispute cannot be resolved out of court, the courts of the Republic of Bulgaria have jurisdiction, unless mandatory international provisions impose otherwise. For international orders, the rules of Regulation (EU) No 1215/2012 regarding jurisdiction in civil matters are observed.
(3) The choice of applicable law and competent court does not deprive consumers of the protection afforded to them by the mandatory provisions of the law of their country of habitual residence – the Republic of Greece or Cyprus, in accordance with European Union law.
Article 57. (1) All official communication between the Merchant and the Customer is considered to have taken place normally if it has been carried out via the parties' email or via written messages to the mailing address. The Customer is obliged to keep their contact details updated, as any notification sent to an incorrect address due to outdated information will be considered duly delivered.
(2) Electronic messages and communications are considered to have been received at the moment they enter the recipient's information system, regardless of whether they have been reviewed immediately. The merchant keeps records of electronic communication for a period that corresponds to the needs of tax and warranty accounting.
(3) In case of technical problems with the server or loss of information due to force majeure, the parties will make efforts to restore correspondence through alternative channels. The use of automated systems for order confirmation has the validity of an official statement on the part of the Merchant.
(4) The customer confirms that the electronic form of communication is equivalent to the written form and will not challenge its validity in judicial or administrative proceedings. The written form is also considered to have been observed when using website functionalities that require "clicking" on buttons for consent or order completion.