Terms of service

Last updated: September 2026

1. Who we are

These Terms of Service ("Terms") govern the relationship between Creativa Vision EOOD, UIC 203016517, registered at 61 Lyuben Karavelov St., Sofia, Bulgaria ("Kivello", "we", "us") and the customers of the online store kivello.eu. Contact: contact@kivello.eu.

By placing an order you agree to these Terms. Nothing in these Terms limits the rights you have as a consumer under the law of the EU country where you live.

2. Products

Kivello sells face-care products and tools for lymphatic drainage, ordered online. Product images are for illustration; small variations in colour or wood grain are natural.

3. Orders and contract

Any person of legal age may place an order through the checkout. After you place an order you receive an email confirmation of receipt. We may contact you to confirm or clarify an order. The purchase contract is concluded when we send you the shipping confirmation. We may refuse or cancel an order in case of an obvious pricing error, suspected fraud, or unavailability of the product; in that case any payment is refunded in full.

4. Prices and payment

All prices are shown in euro (€) and are final. Creativa Vision EOOD is not registered for VAT, so no VAT is charged or shown separately. Shipping costs are shown before you confirm your order. We accept the payment methods displayed at checkout (card payments, Apple Pay, Google Pay, cash on delivery and other methods available in your country). Payments are processed by Shopify Payments and its partners; we do not store your card details.

5. Shipping

Delivery times and costs are described in our Shipping & Returns page. If unforeseen circumstances delay your delivery, we will inform you by email.

6. Right of withdrawal (returns)

As a consumer in the European Union you may withdraw from the purchase without giving any reason within 14 days of the day you (or a person you named) receive the goods. Kivello voluntarily extends this period to 30 days.

To exercise this right, tell us by email at contact@kivello.eu (you may use the model form below, but it is not compulsory). Return the goods to us without undue delay and at the latest within 14 days of informing us. You bear the direct cost of returning the goods, except when the product is defective or not what you ordered.

We refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive the returned goods (or proof that you sent them), using the same payment method you used. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form (complete and return only if you wish to withdraw from the contract):
To: Creativa Vision EOOD, 61 Lyuben Karavelov St., Sofia, Bulgaria, contact@kivello.eu
I hereby give notice that I withdraw from my contract of sale of the following goods: ____
Ordered on / received on: ____
Name of consumer: ____
Address of consumer: ____
Signature (only if this form is notified on paper): ____
Date: ____

7. Legal guarantee and complaints

All products are covered by the legal guarantee of conformity under EU law (at least 2 years from delivery). If a product has a manufacturing defect or does not match your order, contact us at contact@kivello.eu with your order number, a short description and photos where relevant. We will repair, replace or refund the product in accordance with the law and cover the return costs for justified claims.

8. Personal data

We process your personal data as described in our Privacy Policy.

9. Liability

We are not liable for delays caused by carriers, force majeure or other events beyond our reasonable control. Our products are cosmetic tools and are not medical devices; they do not diagnose, treat or cure any condition. Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.

10. Applicable law and disputes

These Terms are governed by Bulgarian law, without prejudice to the mandatory consumer-protection rules of the country where you live. If we cannot resolve a dispute with you directly, you may turn to the consumer dispute resolution bodies in your country. Bulgarian customers may contact the Commission for Consumer Protection (www.kzp.bg).

These Terms take effect on the date of publication on kivello.eu and may be updated from time to time; the version in force is the one published at the time of your order.