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Shopping · Bulgaria
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, Комисия за защита на потребителите (КЗП) (0700 111 22) is the consumer body in Bulgaria that advises and mediates. For a seller in another EU country, Европейски потребителски център България (ecc.bg) handles it for free. The last step is Помирителни комисии към КЗП — the dispute board or small-claims route.

Call firstКомисия за защита на потребителите (КЗП)
Report toЕвропейски потребителски център България
If that failsПомирителни комисии към КЗП

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

  1. Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
  2. Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
  3. Ask Комисия за защита на потребителите (КЗП)They confirm what you can demand and often write to the seller for you.
  4. Cross-border? Европейски потребителски център БългарияThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Помирителни комисии към КЗПA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

Комисия за защита на потребителите (КЗП)Complaints, inspections, fines for tradersWhen the shop refuses📞 0700 111 22🔗 kzp.bg/podavane-na-zhalba
Европейски потребителски център БългарияFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 www.ecc.bg
Помирителни комисии към КЗПFree procedure; the trader usually settlesAfter a written complaint without a solution🔗 kzp.bg/pomiritelni-komisii

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

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🧭 Is this still correct?

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🔗 Related questions

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