Your right to return goods is guaranteed by the Consumer Protection Act (CPA). According to Art. 50 of the CPA, the consumer has the right to withdraw from the distance contract without stating a reason, without paying compensation or penalty and without paying any costs, except for the costs provided in Art. 54, ap. 3 and Art. 55, within 14 days from the date of acceptance of the goods or from the date of acceptance of the last goods for many goods in one order, which are delivered separately.


  1. General conditions for return of goods

To return the goods, you must have met the following conditions:

  • To keep all documents from the purchase;
  • The goods must be in full integrity – with all the elements on it, which were present at the time of purchase;
  • Not to be replaced, taken and separated elements from it;
  • You may have tested the product, but when it is returned it must be in the same condition as it was when it was received.


  1. The right of withdrawal shall not apply:
  2. 1. for delivery of goods, made to order of the client or according to his individual requirements;
  3. 2. for delivery of goods, which due to their nature may deteriorate their quality or have a short shelf life;
  4. 3. for delivery of sealed goods, which are unsealed after their delivery and cannot be returned due to considerations related to hygiene or health protection;
  5. 4. for delivery of goods, which after they have been delivered and due to their nature have mixed with other goods, from which they cannot be separated;
  6. Return procedure:

You must notify us of your wish to exercise your right of withdrawal within 14 days from the date of acceptance of the goods as:

  1. Download and fill in the standard withdrawal form according to Annex № 6 of the Consumer Protection Act / /.
  2. Send the completed cancellation form to our e-mail: [email protected] will confirm that we have received your request to return the goods.
  3. 3. Send back the goods purchased by you in the manner and supplier used by us in the purchase.

You should be aware that you are obliged to store the received goods and to ensure the preservation of their quality and safety for the period from receipt to return.

  1. Procedure for refund of the amounts by the Provider:
  2. 1. Where we have not offered to collect the goods ourselves, we may withhold payment of the amounts to you until we have received the goods or until you provide proof that you have sent the goods back, whichever occurs first early.
  3. 2. When you have exercised your right to withdraw from the distance or off-premises contract, we will refund all amounts received by you, excluding delivery costs, without undue delay and no later than 14 days from the date on which our goods were sent back by you. We will refund the amounts received using the same means of payment used by you in the original transaction, unless you have expressly agreed to use another means of payment.
  4. 3. When exercising the right of withdrawal, the costs for returning the delivered goods are at your expense and the costs for returning the goods are deducted from the amount you paid under the contract.
  6. Control body:

        Consumer Protection Commission

Address: p.k. 1000, Sofia, 1 Vrabcha Street, 3rd, 4th and 5th floors,

tel .: 02/933 05 65

fax: 02/988 42 18

hotline: 0700 111 22

Website :


  1. Additional information

               Detailed information about your rights can be found on the website of the Consumer Protection Commission, as well as in the Consumer Protection Act.