Welcome to www.stemandmesh.com (the “Site”). These Terms of Service (“Terms”) govern the access to and use of our website and services provided by VOE TRADE EOOD, trading as stemandmesh (“we”, “us”, or “our”).

By visiting our Site or purchasing products from us, you agree to be bound by these Terms. Please read them carefully before completing any transaction.

1. General Provisions & Legal Information

This website and brand are owned and operated by:

  • Brand Name: stemandmesh
  • Operating Entity: VOE TRADE EOOD
  • Company Registration / VAT Identification Number: 205646984-BG205646984
  • Registered Address: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  • Official Website: www.stemandmesh.com
  • Customer Support Email: internal@stemandmesh.com
  • Customer Support Telephone: +359 884906995

Our products and services are offered exclusively to consumers located within European countries. All agreements made under these Terms are governed by European Union regulations and applicable Bulgarian law.

2. Products & Orders

We specialize in practical plant care and gardening tools, including watering cans, fine mist sprayers, transplanting trowels, soil sieves, and plant support clips.

  • Order Acceptance: All orders placed through the Site constitute an offer to purchase. An order is deemed accepted once an order confirmation is sent to the email address provided at checkout.
  • Pricing & Payment: All prices displayed on the Site are in Euros (EUR) and include applicable European Value Added Tax (VAT). Payments must be settled in full prior to order processing.

3. Order Processing & Shipping Terms

We directly manage order handling, packaging, and dispatch to ensure consistent service quality.

  • Geographic Scope: We ship exclusively to destinations within Europe.
  • Order Processing Time: Orders are processed and prepared for dispatch within 1 to 2 working days.
  • Transit Time: Standard delivery via our shipping partners (including DHL, FedEx, or UPS Priority services) is estimated between 5 to 12 working days following dispatch.
  • Logistics Notifications: To keep you informed throughout the delivery process, automated tracking updates will be sent to the email address provided during checkout at key stages (including dispatch confirmation, arrival at sorting hubs, and local delivery assignment).
  • Delivery Inquiries & Transit Delays: If an order exceeds the standard transit timeframe, we will initiate an investigation with the carrier. Depending on the verified outcome of the inquiry, we will issue a full refund or send a replacement shipment.

4. Transfer of Risk & Ownership (EU Compliance)

In strict accordance with European consumer protection legislation (EU Consumer Rights Directive):

  • The risk of loss, damage, or deterioration of ordered goods transfers to the customer only when the customer or a designated third party (other than the carrier) acquires physical possession of the items.
  • Ownership of products passes to the customer upon full payment of the purchase price and physical receipt of the goods.

5. Statutory Right of Withdrawal (14-Day Cooling-off Period)

Under EU law, European consumers have the statutory right to withdraw from their purchase without giving any reason within 14 days from the date on which physical possession of the goods is received.

  • Notification: To exercise the right of withdrawal, you must inform us of your decision by submitting an explicit written notice to internal@stemandmesh.com prior to the expiry of the 14-day period.
  • Return Conditions: The items must be returned in their original condition and packaging without undue delay and no later than 14 days from notifying us of the withdrawal. The customer bears the direct cost of returning the goods unless otherwise agreed.
  • Refund Process: Upon receiving and verifying the returned items, we will process a refund using the original payment method used for the initial transaction within 14 working days.

6. Damaged, Defective, or Faulty Goods

If you receive an item that is damaged, defective, or incorrect upon delivery:

  • Reporting: Contact our customer support team at internal@stemandmesh.com as soon as possible after receiving your parcel.
  • Evidence: Please provide your order reference number along with clear photographical evidence demonstrating the damage or defect.
  • Simplified Resolution: Customers are not required to return damaged items. Upon verification of the provided photographs, we will immediately process a full refund or dispatch a free replacement item to your address.

7. Intellectual Property

All visual materials, product imagery, text, and graphics published on www.stemandmesh.com are either original works created for stemandmesh or sourced under valid, royalty-free commercial licenses. Unauthorized copying, reproduction, or distribution of site media without prior written consent from VOE TRADE EOOD is strictly prohibited.

8. Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under applicable Bulgarian or EU mandatory consumer protection law. Subject to statutory requirements, our total liability for any claim arising out of an order shall not exceed the purchase price paid for the goods in question.

9. Governing Law & Dispute Resolution

These Terms and any non-contractual obligations arising out of or in connection with them are governed by and construed in accordance with the laws of Bulgaria, subject to overriding mandatory European legal provisions. European consumers may also access the European Commission’s Online Dispute Resolution (ODR) platform for out-of-court resolutions.