Payment and refund terms

1. General provisions

These terms apply to orders placed in the Bulka online shop at https://bulka.com.kz/. The seller’s name and details are stated in the payment and fiscal documents for the order. By placing and paying for an order, the customer confirms the selected goods, branch, fulfilment method, address, time and final price.

2. Payment acceptance

• All prices and settlements are stated in Kazakhstan tenge (₸).
• Available payment methods are shown at checkout. Payment can be made through Kaspi Pay or with a Visa or Mastercard bank card when card payment is available.
• Card payments are processed by ForteBank JSC on its protected payment page. Bulka receives only the operation result and the information required to issue a receipt.
• Bulka does not receive or store the full card number or CVC/CVV. With customer consent, an encrypted ForteBank token, payment network, last four digits and expiry are stored; the card can be removed in the profile.
• An order is considered paid after the server receives a confirmed successful status from the bank. If the bank declines the operation, the money is not treated as accepted.
• If the order status does not update after payment, do not pay again. Contact support and provide the order number.

3. Card payment and 3‑D Secure

1. Check the order contents, branch, fulfilment method and final amount in tenge.
2. Select “Bank card” and continue to the protected ForteBank page.
3. Enter card details only on the bank’s page. The protected page address must begin with https://.
4. If prompted for 3‑D Secure, confirm the operation with a one-time code, push notification or another method offered by your bank. Never share the confirmation code.
5. After successful authorisation, return to Bulka and wait for the “Paid” status. The merchant receipt will appear in the order details and will be sent to the customer’s number through WhatsApp.

If the page closes, the code does not arrive or the bank declines the operation, check the available limit, the entered details and the internet connection. Do not retry payment until you have confirmed that no debit occurred. If money was debited without a confirmed order, contact Bulka and the card-issuing bank and provide the order number, amount and operation time.

ForteBank processes card data in accordance with PCI DSS requirements; 3‑D Secure is used for additional verification.

4. Order cancellation

The customer may request cancellation through Bulka support. Whether cancellation is possible depends on the current status: whether the branch has begun preparation, the order has been handed to a courier or it has already been collected.

If Bulka cannot fulfil a paid order because an item is unavailable, a technical error occurred, or preparation or delivery is impossible, the customer will be offered a replacement, an order change or a full refund, at the customer’s choice and subject to the laws of the Republic of Kazakhstan.

5. Product returns and quality claims

If the wrong item is supplied, the order is incomplete, an item is damaged or expired, or it does not meet the stated quality, notify Bulka as soon as possible. The review requires the order number, contact phone number, a description of the issue and photos when available.

After review, the customer receives the remedy provided by law: replacement, proportionate price reduction, partial refund or full refund. The return of food products of proper quality is determined with regard to their properties and the laws of the Republic of Kazakhstan. These terms do not restrict statutory consumer rights.

6. Refund procedure

1. Contact support and provide the order number, phone number and reason for the request.
2. Bulka will verify the payment, order contents, status and circumstances.
3. A written claim will be answered within the period required by the laws of the Republic of Kazakhstan and no later than 10 calendar days.
4. Once approved, a full or partial refund is made to the same payment instrument used for the order. A card payment is not refunded to a different card or in cash.
5. The actual crediting time after a refund is submitted depends on the card-issuing bank and payment system. Bulka will confirm completion upon the customer’s request.