Effective 29 October 2026. These conditions apply to B2B orders from TOM.KO LTD (ТОМ.КО ЕООД), VAT BG207528454. Contact: sales@mvhairshopy.com, +359 89 434 5433. Read together with our B2B Terms of Sale.

Approval and payment

Orders are submitted for review; an automatic acknowledgement is not acceptance. After written approval we send a Micro.bg proforma with the final amount, including delivery, and TOM.KO bank details. Payment is by bank transfer only, within 3 working days of sending the proforma. Contact us to reconfirm prices and availability before paying an expired proforma. We issue an invoice and dispatch only after confirming funds received.

Destinations, charges and timeframe

We consider delivery requests for all EU member states. Availability, price and timing for the particular address are confirmed before final approval and payment. Charges depend on address, shipment weight and courier; they are included in the final amount and proforma before payment.

Goods first arrive from the supplier at TOM.KO, then we send the order to the customer via DPD or DHL. Expected delivery is within 14 working days from receipt of payment, including preparation and courier transit.

Errors, partial deliveries and delays

We notify you of price or stock errors. Changes require your agreement. If already paid and a proposed change is rejected, the affected amount paid is refunded. Partial deliveries require prior agreement on items, dates and any additional transport costs; no unapproved surcharge is imposed.

For delayed paid items we notify you and propose a new date. Substitutes require express agreement. If you reject the revised date or delivery is impossible, we refund undelivered goods and the corresponding unused delivery charge within 14 calendar days of agreeing the refund, using the original payment method.

Transport damage

For visible packaging or product damage, ask the courier for a damage report on delivery where possible. Retain the packaging and send the report, order number and photographs of the packaging, shipping label and affected goods to sales@mvhairshopy.com. If discovered after opening, contact us and the courier promptly. Absence of a courier report does not automatically invalidate a complaint; the circumstances and available evidence are reviewed.

Making a complaint

Report visible damage, shortages or incorrect goods within 2 working days of receipt. Report hidden defects as soon as possible after discovery. Include the order number, description and relevant photographs, plus any courier report. The visible-issue period does not automatically exclude hidden-defect claims.

We acknowledge receipt within 2 working days and provide a decision within 14 calendar days of receipt. If additional checks are needed, we notify you of the reason and expected response date.

Returns and resolution

We do not accept change-of-mind returns of conforming, correctly delivered goods. Returns require an approved complaint and our instructions and return address. Do not send goods back before receiving them.

For an approved complaint attributable to TOM.KO, we offer replacement of the affected goods; if impossible, a refund of the affected amount paid, agreed with the customer. TOM.KO covers agreed return transport only where the approved complaint is attributable to its fault. Other cases and transport responsibility are assessed and communicated before return.

Refund timing

Refunds use the original payment method within 14 calendar days after the refund is agreed and, if a return is required, the returned goods are received. If no return is needed, the period starts on agreement; if return is required, both conditions must have been fulfilled.