TERMS AND CONDITIONS
General Terms
These Terms and Conditions govern all wholesale transactions between Ionio Group OOD and our business partners across Europe. By placing an order, you agree to these terms.
Ordering & Pricing
- All prices quoted in EUR, excluding VAT unless specified
- Minimum order quantities apply per product category
- Prices subject to change with 30 days written notice
- Orders require credit approval and depend on product availability
- Written order confirmations required for all transactions
Payment Terms
- Standard Payment: Net 30 days from invoice date
- Early Payment Discount: 2% discount if paid within 10 days
- Late Payment: 1.5% monthly charge on overdue amounts
- Payment Method: Bank transfer in EUR only
- Credit Terms: Subject to credit check and approval
Delivery & Risk Transfer
- Delivery Terms: Ex Works (EXW) from our European warehouse
- Risk Transfer: Upon delivery to designated carrier
- Delivery Estimates: Provided but not guaranteed
- Import Responsibilities: Buyer handles customs clearance and duties
Warranty & Liability
- Product Warranty: 12 months from delivery date
- Warranty Coverage: Free from manufacturing defects
- Liability Limitation: Replacement or refund of defective products only
- Claim Period: Must be reported within 7 days of delivery
- Exclusions: No liability for consequential or indirect damages
SHIPPING & DELIVERY POLICY
Delivery Coverage
We provide wholesale delivery throughout the European Union including:
- Primary Markets: Germany, France, Italy, Spain, Netherlands
- Extended Coverage: Belgium, Austria, Poland, Czech Republic
- Additional EU Countries: Available upon request
Shipping Options & Costs
Standard Delivery (3-5 Business Days):
- Orders under €500: €25 shipping fee
- Orders €500-€1,000: €15 shipping fee
- Orders over €1,000: FREE SHIPPING
Express Delivery (1-2 Business Days):
- Available for urgent wholesale orders
- Additional €50 express charge
- Subject to product availability
Delivery Specifications
- Delivery Hours: Monday-Friday, 9:00 AM – 6:00 PM
- Signature Required: All orders over €200
- Business Addresses Only: No residential deliveries
- Large Shipments: Buyer responsible for unloading assistance
International Shipping
- EU Deliveries: No additional customs charges
- Non-EU Deliveries: Buyer responsible for all duties and taxes
- Documentation: Complete customs paperwork provided
- Customs Delays: Not included in delivery estimates
REFUND & RETURN POLICY
Return Eligibility
- Return Window: 14 days from delivery date
- Condition Requirements: Original packaging and condition
- Authorization Required: Contact customer service first
- Return Shipping: Buyer’s responsibility and cost
Non-Returnable Items
- Custom or personalized products
- Products damaged by buyer negligence
- Items used beyond normal inspection
- Perishable or time-sensitive goods
Refund Process
- Contact: Email customer service with order details
- Authorization: Receive return authorization number
- Shipping: Send to designated return address
- Processing: Refunds completed within 10 business days
Fees & Charges
- Restocking Fee: 15% for non-defective returns
- No Fee: Damaged or incorrect items
- Special Orders: 25% restocking fee applies
- Return Shipping: Buyer covers costs unless our error
Damaged Products
- Reporting: Within 48 hours of delivery
- Documentation: Photos of product and packaging required
- Resolution: Full refund or replacement provided
- Shipping: We cover return costs for damaged items
COOKIE POLICY
About Cookies
Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyze website performance, and support our business operations.
Types of Cookies
Essential Cookies (Always Active):
- Website functionality and navigation
- Shopping cart and checkout process
- Security and authentication
- Load balancing and performance
Analytics Cookies:
- Google Analytics for usage statistics
- Website performance monitoring
- User behavior analysis
- Traffic source identification
Marketing Cookies:
- Campaign effectiveness tracking
- Personalized content delivery
- Social media integration
- Remarketing and advertising
Third-Party Services
We utilize cookies from:
- Google Analytics: Website traffic analysis
- Google Maps: Location services and mapping
- Social Media Platforms: Content sharing and integration
- Payment Processors: Secure transaction processing
Managing Your Preferences
You can control cookies through your browser settings:
Google Chrome: Settings → Privacy and Security → Cookies
Mozilla Firefox: Options → Privacy & Security → Cookies
Safari: Preferences → Privacy → Cookies
Microsoft Edge: Settings → Cookies and Site Permissions
Note: Disabling essential cookies may affect website functionality.
DATA PROCESSING AGREEMENT
For Business Partners
Processing Overview
In our wholesale business relationship, we process personal data in accordance with European data protection regulations (GDPR).
Data Categories
- Business Contacts: Names, titles, email addresses, phone numbers
- Company Information: Business registration, VAT numbers, addresses
- Transaction Data: Order history, payment information, invoicing details
- Communication Records: Email correspondence, support interactions
Processing Purposes
- Order fulfillment and customer service
- Account management and billing
- Legal compliance and record keeping
- Business relationship development
Security Measures
- Encryption of sensitive data
- Access controls and authentication
- Regular security assessments
- Staff training on data protection
Your Rights
- Access to your personal information
- Correction of inaccurate data
- Deletion requests where applicable
- Processing restrictions and objections
CONSENT MANAGEMENT
Consent Collection
We collect explicit consent for:
- Marketing communications and newsletters
- Non-essential website cookies
- Data sharing with trusted partners
- Promotional offers and product updates
Withdrawal Options
You can withdraw consent at any time:
- Email: office@ionio-group.com
- Website: Account settings and preferences
- Phone: Customer service line
- Mail: Written notice to registered address
Consent Records
We maintain comprehensive records including:
- Date and time of consent
- Method of consent collection
- Specific purposes consented to
- Any subsequent withdrawals or modifications
CONTACT INFORMATION
Customer Service
📧 General Inquiries:office@ionio-group.com
📧 Orders & Sales:office@ionio-group.com
📧 Returns & Support:office@ionio-group.com
Business Hours
Monday – Friday: 9:00 AM – 6:00 PM (CET)
Saturday: 10:00 AM – 2:00 PM (CET)
Sunday: Closed
Mailing Address
Ionio Group OOD
Verila str 5 , fl.2 , 1463
Sofia, Bulgaria
DISPUTE RESOLUTION
Internal Resolution
We are committed to resolving any disputes amicably and efficiently:
- Direct Contact: Reach out to our customer service team
- Management Review: Escalation to senior management if needed
- Written Resolution: Formal documentation of agreed solutions
External Resolution
For unresolved disputes:
- European ODR Platform: Available for EU customers
- Mediation Services: Professional mediation available
- Arbitration: As per applicable commercial law
- Court Jurisdiction: [Insert applicable jurisdiction]
Last Updated: 01.08.2025
Document Version: 1.0
Approved by: Ionio Group OOD
This page contains all essential legal information for our wholesale operations. For specific questions about any policy, please contact our customer service team.