Consumer Protection Framework

Bulgaria’s Consumer Protection Act (CPA) implements EU consumer protection directives and provides strong protections for individuals purchasing goods and services. These rights apply equally to Bulgarian citizens and foreigners making purchases in Bulgaria, whether in physical stores or online.

Your Key Consumer Rights

Right to Information

Before making a purchase, you are entitled to clear information about:

• The main characteristics of the product or service
• The total price including all taxes and additional charges
• The identity and contact details of the seller
• Payment, delivery, and performance terms
• The right of withdrawal for distance and off-premises contracts
• Warranty conditions and after-sales services

Legal Guarantee (Warranty)

All consumer goods sold in Bulgaria come with a minimum 2-year legal guarantee from the date of delivery:

• The seller is responsible for any lack of conformity that existed at the time of delivery
• During the first year, the lack of conformity is presumed to have existed at delivery (the burden of proof is on the seller)
• After the first year, the consumer must prove the defect existed at the time of delivery

Remedies for Defective Goods

If a product does not conform to the contract, you can request (in this order):

1. Free repair of the goods
2. Replacement with a conforming product
3. Price reduction proportional to the defect
4. Full refund and contract termination

The seller must provide a remedy within one month of the complaint. If repair or replacement is impossible or disproportionately costly, you can proceed directly to a price reduction or refund.

Right of Withdrawal (Online and Distance Purchases)

For purchases made online, by phone, or outside a commercial establishment:

• You have 14 calendar days to withdraw from the contract without giving a reason
• The period starts from the date of delivery (for goods) or the date of the contract (for services)
• You must notify the seller of your decision to withdraw (a standard form is usually provided)
• The seller must refund all payments within 14 days of receiving the withdrawal notice
• You must return the goods within 14 days of the withdrawal notice (return shipping costs may be at your expense)

Exceptions to the Right of Withdrawal

You cannot withdraw from contracts for:

• Custom-made or personalized products
• Perishable goods or goods with a short shelf life
• Sealed goods that cannot be returned for hygiene reasons once opened
• Digital content delivered online if performance has begun with your consent
• Accommodation, transport, catering, or leisure services for a specific date

Making a Complaint

Step 1: Contact the Seller

• File a written complaint with the seller describing the problem
• Include your receipt or proof of purchase
• State what remedy you are requesting (repair, replacement, refund)
• The seller must respond within 30 days

Step 2: Commission for Consumer Protection (KZP)

If the seller does not resolve your complaint, you can file a complaint with the Commission for Consumer Protection (Комисия за защита на потребителите):

• File online through their website or in writing at their offices
• The KZP investigates complaints and can impose fines on businesses that violate consumer rights
• The KZP can order businesses to cease unfair practices

Step 3: Alternative Dispute Resolution

Bulgaria has conciliation commissions for consumer disputes:

• Free-of-charge procedure
• Available for most consumer disputes
• Non-binding — either party can reject the outcome and go to court

Step 4: Court Action

As a last resort, you can file a lawsuit in the civil court:

• Claims up to BGN 25,000 are heard by the District Court
• Claims above BGN 25,000 go to the Regional Court
• Court fees are 4% of the claimed amount (minimum BGN 50)

Unfair Commercial Practices

The CPA prohibits:

• Misleading advertising — false or deceptive claims about products
• Aggressive sales tactics — pressure selling, harassment
• Hidden charges — fees not disclosed before purchase
• Bait and switch — advertising products at low prices that are not actually available
• Unfair contract terms — one-sided clauses that disadvantage the consumer

Tips for Foreign Consumers in Bulgaria

• Keep all receipts and contracts — you need proof of purchase for any claim
• Check return policies before buying — especially in physical stores
• Read contracts carefully — especially for services like mobile phone plans, gym memberships, or rental agreements
• Know your cooling-off rights — especially for online purchases and timeshare agreements
• Language — you are entitled to pre-contractual information in Bulgarian; ask for English-language documents when available

Legal Help in Troyan

If you face a consumer dispute in Bulgaria, Attorney Biser Dimov in Troyan can advise you on your rights, help draft complaints, and represent you before consumer protection authorities or in court. Contact us for assistance with your consumer protection issue.